My Internet service is really slow. What do I do?

If your Home Internet plan is brand-new, your modem must be activated to switch to the speed associated with your plan.  

How to activate my modem

Use the Fizz Wi-Fi app to conduct a speed test. This app is available free of charge on the Apple Store and Google Play. 

If possible, do multiple tests using various devices in different locations in your space. 

Compare the results obtained for download and upload speeds of your Fizz Home Internet plan. 

If possible, also conduct a speed test using a device connected directly to the Wi-Fi modem by a network cable (RJ45). 

You can also conduct a speed test using a speed test website or application of your choice. 

IMPORTANT: Make sure you choose a speed test that uses a local server. Some websites have test servers that are located overseas. This could skew your results. 

Here are some examples of web browsers you could use:

Google Chrome
Microsoft Internet Edge (Internet Explorer)
Mozilla Firefox
Apple Safari
Etc.

To test whether the wired connection is functioning, use the cable to connect another device to your Wi-Fi modem.

If the second device can connect to the Internet, then you are encountering a software or hardware problem with the first device. Refer to the device manufacturer or a specialist to resolve this issue.

1.    Unplug the power cable on your Wi-Fi modem.
2.    Make sure all the lights on the modem are off once you have unplugged it.
3.    Wait ten (10) seconds.
4.    Plug your modem back into the electrical outlet. Expect a three (3) minute delay to allow your devices to reconnect to the Wi-Fi network

Recommendation: It is more effective to restart your Wi-Fi modem by unplugging its power cable instead of pressing its power button.

Your computer must obtain a valid IP address from the Wi-Fi Fizz modem (dynamic IP vs. fixed IP) in order to access the Fizz Home Internet service.

The location of these settings may vary from one device to another. Here are two examples:

PC: Settings → Network and Internet → Network and Sharing Center → Ethernet → Properties → Internet Protocol Version 4 (TCP/IPv4) → Properties → General et Alternative configuration → Select: 

• • Obtain an IP address automatically
  • Obtain DNS server address automatically
  • Obtain a private IP automatically

Mac: Click on the apple → System preferences → Network → Configure IPv4 → Via DHCP

A proxy server is an intermediary between your devices and the internet; this type of configuration can prevent you from accessing the internet.

The location of these settings can vary from one device to another. Here are two examples:

PC: Settings → Network and Internet → Proxy

• • Turn off Use a proxy server

Mac: Click on the apple → System preferences → Network → Advanced → Proxies

• • Uncheck Web proxy

This type of software could be responsible for your poor internet connection.

To test your connection to the Internet, temporarily disable this software or application.

The process of disabling software and apps may vary from one device to another. Here are some examples:

To uninstall security software on a PC:

1. 1. Settings
   2. Applications
   3. Choose the security application you wish to uninstall
   4. Uninstall

To uninstall Windows Defender:

1. 5. Open the Start menu
   6. Settings
   7. Updates and security
   8. Windows Defender
   9. Virus & threat protection
   10. Virus & threat protection settings
   11. Toggle off Real-time protection

To disable the Firewall on a Mac

1. 12. Click on the apple
   13. System preferences
   14. Security & privacy
   15. Firewall
   16. Click Firewall off

IMPORTANT: This process may also reset your settings for Wi-Fi, Bluetooth, etc.

Some corrupted network settings can compromise your access to the internet.

The location of these settings can vary from one device to another. Here are two examples:

PC: Settings → Network and internet → Reset network settings → Reset now → Yes

Mac: Click on the apple → System preferences → Network → Advanced → TCP/IP → Renew DHCP lease