Fido home internet connection drop outs

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Fido home internet connection drop outs

Good afternoon everyone,

 

We are new to the Fido internet family, and wanted some feedback regarding the quality of service other customers have been receiving.  The reason I ask is that we have noticed that several times over the course of the day our connection seems to drop out. This usually happens around 2 PM consistently (odd....yes I realise!) and later on in the evening at random.  All devices will simultaneously loose the connection, and when the modem/router is inspected only the upper green power light is on.  The modem does a reboot and eventually the connection resumes.  The is very frustrating for us as we were previously using another Rogers network re-seller (Start.ca) and did not deal with the issue this frequently.

 

To date, I have been in contact with Technical Support approximately 4 times and have followed all of their suggestions. These include moving the modem to a new location, plugging the modem directly into a wall outlet sans extension cord, and rebooting the unit.  A technician came by to inspect our coax feed from the street and confirmed our signal is very clean. This leads me to beleive the concern is modem related, and I have thus signed up for the new Firmware trial in order to provide some feedback to Fido.

 

If anyone else is working around this concern please feel free to chime in.  Hopefully this is an isolated event.

 

Best regards!

 

***Edited to add labels***

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Re: Fido home internet connection drop outs

Hey everyone.  I am happy to report that we have not experienced consistent connection loss since the firmware update a few months ago. As stated in my first post, you could set a clock to 2 pm when the modem rebooted for the first time each day early on in our Fido Home Internet subscription.  We hope others who have upgraded enjoy the same results. Cheers.

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Re: Fido home internet connection drop outs

Hey @Krispychik3n!


Thanks for sharing your feedback! This isn't an issue we've heard of before, so it may be the modem that is having a problem. Has the modem been swapped at all after speaking with tech support? 

 

I see you signed up for the Firmware Trial though. Keep us posted if that helps out or not Smiley

 

 



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Re: Fido home internet connection drop outs

Hi there @FidoNick,

 

Thanks for the quick reply.

 

I can confirm the Firmware update v.4.5.8.35 has been pushed to my modem.Hopefully this works well for us.

 

Unfortunately, we experienced the all to familiar 2pm connection loss again today at 2:11pm. Fingers crossed there are no issues around that time tomorrow. I will share results here and in the feedback thread for the firmware upgrade.

 

Cheers.

 

 

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Re: Fido home internet connection drop outs

Thanks for keeping us posted @Krispychik3n!

 

Let us know how it goes tomorrow in our Feedback thread Smiley

 

 



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Re: Fido home internet connection drop outs

I switched from Bell to Fido because of the price and with Bell I never had so many internet drop outs as I do with Fido. Actually I don't think I had any drop outs with Bell. I did call  fidos customer service and they switched out the modem but it's the same thing, drop outs 2-3 times in a 24 hour period. My house is quite internet automated, heating, door, lights, security cams and I keep getting notifications that they lost internet contact. I also miss how easy it was to mac filter with Bell and when I asked a service tech about the problems I was having with Fido's mac filtering he said that is used for businesses and that I shouldn't need to use it. The plus side, the techs have been pleasant to work with and when the network is working it works fairly well. Just stop the drop outs

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Re: Fido home internet connection drop outs

Hey Polecat!

 

I'm sad to see that you've been experiencing dropped connection with your home internet service!

 

I believe I have a suggestion that will help with that. Have you considered participating in our Firmware Trial?

 

Let us know!



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Re: Fido home internet connection drop outs

I did try to enroll back in September but I must have done something wrong because it was never upgraded. I will try again.

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Re: Fido home internet connection drop outs

hello fido support,

 

i singed up with fido internet last week, and been having the same problem as every one on this thread, constant connection drop outs, around 4 times a day, please note i have called fido support over 3 times and followed all suggested steps, and  i just got my modem replaced and still same issue.

also please note that i was with rogers for over 8 years on the same address and never had an issue, and i know you guys are the same company all have changed is the modem type.

please try to help or i would be forced to find a different provider.

thanks

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Re: Fido home internet connection drop outs

Hey @qkhader81

 

Welcome to the Community Smiley 

 

We definitely wouldn't want to see you go. Would you like to participate in our Firmware Trial? It might help with some of the issues you're experimenting.

 

Let me know, I'd be happy to send you a PM and get this started. 



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Re: Fido home internet connection drop outs

Hello Krispy Chik3n:

 

I recently switched over two of my properties to the Fido Internet service. I am having the exact same issues you are at both properties with the Internet service. It is very frustrating.

 

Please post when and if you get this solved.

 

Thank you

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