Home Internet issue

Home Internet issue

Home Internet issue

Kitarp306
I'm a Participant Level 3

Home Internet issue

Recently switched to Fido internet 150 MBPS

my connection keeps dropping so decided to call Fido and the tech dept rep was rude to start with, did a couple test and came back saying everything is okay on there end and started pointing issue on the devices that I have. They advertise this speed for 8-11 device and here I have issue running 3 devices.

 

 

13 REPLIES 13
Kitarp306
I'm a Participant Level 3

No offence however reaching through phone is not a real solution, everytime I have had to call end up waiting for hours (2-3 hours)

and get bounced between departments and with no real solution in the end. Everytime they say it's the devices fault. Nothing is ever wrong with the equipment and the cable lines. 

below is the docsis log

I would like to get the upgraded modem( I was sent older version modem ) and my cable line checked

 

11112DEC-BD76-43A3-B347-BD1817D6B905.pngBE70C118-7922-4F5C-A453-5218728DBB47.jpeg

 

I hear you @Kitarp306

We'd love to help you here but the only department that can assist you with this request would be our Home Internet technical support team. You can reach out to them by phone or Live Chat. 

 



Kitarp306
I'm a Participant Level 3

Hi 

 

still have the same issue, they all drop connection. One moment it works fine and then connection drops. 
Almost every other day I have to restart the modem to restore connection.

 Not sure what test the agent did

i highly doubt that the issue is with my devices

 

Thanks for the update @Kitarp306

 

Seeing as all your devices are disconnecting, it could be related to your modem. That said, the troubleshooting process will be an elimination process and this will require us to take a closer look at your account.

 

Can you please contact our technical support team one more? You can do so 24/7 by phone or live chat here. An agent should be able to verify this with you.

 

Let us know how it goes.



Kitarp306
I'm a Participant Level 3

I did contact support

they did their test and found no issue and said the issue is with my devices

 

i cannot be calling Fido wait for hours to get hold and be told that there is no issue.


I think the issue is with the modem 

Fido sent me the older version or modem used and dirty one.

 

I requested for a tech to check it out or send a replacement modem so narrow the issue

 

FidoJulien
Moderator (inactive)

Let us know what the tech says @Kitarp306



Kitarp306
I'm a Participant Level 3

The tech said no issue from Fido. 

and it's my devices 

FidoJulien
Moderator (inactive)

Hey @Kitarp306

 

Does the issue affect all your devices?



Kitarp306
I'm a Participant Level 3

The issue is the connection drops

if the connection drops all devices are affected

 

FidoJulien
Moderator (inactive)

Hey @Kitarp306

 

I'd suggest writing down the exact time when it happens and contacting tech support again.



FidoSaad
Moderator

Hey there @Kitarp306

 

Sorry to hear about your recent experience. Are you still experiencing a degraded connection when using 3 devices on your home internet network?

 

If you, could you also clarify which device keep dropping the connection and what tests you've completed with the agent on the phone?



kksino
I'm a Participant Level 1

I have similar problem of my CGN3AMF modem. Once a while it failed with all ethernet ports and wirless ports stopped and then start again. I live chat with tech support and had no result. Pretty sure that is modem issue and i thought that I should replace the modem. However, replace the modem does not guarrenty that the new modem will be better than existing one. Here is my log of the issues. What do you think?

 

Internet down
LAN OK - 192.168.0.1 responded in 1 ms
2020-12-13 4:47:22 AM 0:00:05
2020-12-14 12:01:39 AM 0:00:05
2020-12-14 5:07:10 PM 0:00:26
2020-12-14 5:09:42 PM 0:00:11
2020-12-14 5:34:02 PM 0:04:09


LAN Failed - No router response
2020-12-11 11:14:21 AM 0:00:56
2020-12-12 12:46:37 AM 0:02:29
2020-12-12 10:45:19 AM 0:02:37
2020-12-12 10:48:14 AM 0:00:13
2020-12-13 12:09:18 PM 0:04:46
2020-12-14 12:15:59 AM 0:02:40
2020-12-15 3:12:13 PM 0:02:34
2020-12-15 9:48:58 PM 0:02:25
2020-12-15 11:32:17 PM 0:02:25
2020-12-16 1:35:56 AM 0:02:25
2020-12-17 10:09:59 AM 0:02:22

Hey @kksino

 

Welcome to the Community!

 

We're sorry to learn that you're having trouble with the modem. To be honest, the best team to contact regarding this is the internet technical support team to see what's happening. You can reach out to them on call as well 24/7 at 1-888-259-3436.

 

They would need to troubleshoot with you and determine whether or not the modem needs to be exchanged.