Depuis octobre 2020, je note des coupures récurrentes du services Hélix 100 Mbits.
Aujourd’hui, le 9 avril 2021 ces phénomènes de mon côté ne sont toujours pas résolus.
Je tiens à mettre ça par écrit pour vérifier si je suis le seul à avoir ce type de problème.
Problème :
Presque qu’à tous les jours, aux heures d’été (heures avancées) je note qu’entre 8h01 et 8h02, ainsi qu’à 14h01 et 14h02 approximativement Il y a des microcoupures qui font en sorte qu’internet, la télé ne répond plus. Aux heures d’hiver, on recule d’une heure évidemment. Cela ne dure que quelques secondes, mais suffisamment pour faire couper toutes communications internet, vidéo ou groupe de discussion vocaux, arrêter un jeu en ligne en cours, figer l’écran si on est en train de manipuler un enregistrement ou rendre l’écran noir de la télé un cours instant. Nous constatons ce phénomène sur télé, iPad, iPhone, console de jeux, ordi. Ce problème semble se produire à toutes les 6 heures.
Multiples demandes d’aide à Vidéotron :
Premier technicien, au téléphone, a cherché pour moi sur le web une solution… c’est vrai! Le second technicien est venu à la maison. Il a enlevé un filtre pour le téléphone maison que le technicien qui a fait l’installation Hélix aurait omis d’enlever, parce qu’on a que des cellulaires à titre de téléphone. Il a réinitialisé le routeur. Le 3e technicien est venu à la maison. Il a remplacé un fil extérieur rongé par les écureuils. Il a réinitialisé le routeur. Le 4e technicien est venu à la maison et a rendu visible les 2 réseaux (2.4 et 5Ghz) pour qu’on puisse le choisir nous même au lieu que ce soit automatisé. On réalise que les appareils que je croyais installés filaires par Vidéotron à l’installation au routeur ne le sont pas en fait. On soupçonne alors un problème d’interférence Wi-Fi. Il branche par câble réseau les appareils près du routeur. Le 5e technicien a changé le routeur et a fait en sorte qu’un seul réseau ne soit visible et que le routeur fasse lui-même les connexions automatiques à la bonne fréquence. Nous vivions toujours des problème Wi-Fi. Le 6e technicien, au téléphone, m’a donné accès au service 400 Mbits, mais dans la même journée le problème était encore présent. Retour au 100 Mbits. Selon ce technicien, il n’y a pas de perte de signal de décelable chez moi. Il devait faire le suivi avec moi quelques jours après, ce qui n’a pas été fait. Le 7e technicien, au téléphone, m’a dit que le 6e technicien était dans le champ. Il soupçonne lui aussi un problème d’interférence de Wi-Fi ou de domotique (ce que je n’ai pas). Il me suggère en attendant de brancher la barre de son (intelligente) au router par câble réseau. Le problème persiste. J’ai finalement contacté le service à la clientèle pour me plaindre lorsque j’ai eu une facturation de mise à niveau, et on m’a répondu que le problème est d’ordre technique, donc à ce département ils ne peuvent pas m’aider. Ils m’ont offert de me transférer au département technique…
Jusqu’à tout récemment nous vivions ce problème en étant branché via Wi-Fi. À cet effet, j’ai même fait changer mon compteur d’Hydro Québec communiquant pour un non communiquant (au cas où). Le jour même où mon compteur a été changé j’ai encore eu le problème. Cette semaine, je constate que le problème est aussi récurrent avec la télé dont le terminal est branché filaire au routeur.
En conclusion :
Au moment où j’écris ces lignes je peux aisément prétendre que le problème de connexion aux 6 heures n’est pas un problème Wi-Fi et n’a aucun lien avec une interférence de fréquences extérieures. Les appareils ont moins de 2 ans d’âge et ne sont jamais manipulés donc, ils ne peuvent en être la cause à moins que ce ne soit logiciel. Le service technique de Vidéotron est impuissant à résoudre ce problème et il aurait passé inaperçu si la Covid-19 ne m’avait pas obligé de travailler de la maison.
Avez-vous ce problème?
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Bonjour,
Depuis octobre 2020, je note des coupures récurrentes du services Hélix 100 Mbits.
Aujourd’hui, le 9 avril 2021 ces phénomènes de mon côté ne sont toujours pas résolus.
Je tiens à mettre ça par écrit pour vérifier si je suis le seul à avoir ce type de problème.
Problème :
Presque qu’à tous les jours, aux heures d’été (heures avancées) je note qu’entre 8h01 et 8h02, ainsi qu’à 14h01 et 14h02 approximativement Il y a des microcoupures qui font en sorte qu’internet, la télé ne répond plus. Aux heures d’hiver, on recule d’une heure évidemment. Cela ne dure que quelques secondes, mais suffisamment pour faire couper toutes communications internet, vidéo ou groupe de discussion vocaux, arrêter un jeu en ligne en cours, figer l’écran si on est en train de manipuler un enregistrement ou rendre l’écran noir de la télé un cours instant. Nous constatons ce phénomène sur télé, iPad, iPhone, console de jeux, ordi. Ce problème semble se produire à toutes les 6 heures.
Multiples demandes d’aide à Vidéotron :
Premier technicien, au téléphone, a cherché pour moi sur le web une solution… c’est vrai! Le second technicien est venu à la maison. Il a enlevé un filtre pour le téléphone maison que le technicien qui a fait l’installation Hélix aurait omis d’enlever, parce qu’on a que des cellulaires à titre de téléphone. Il a réinitialisé le routeur. Le 3e technicien est venu à la maison. Il a remplacé un fil extérieur rongé par les écureuils. Il a réinitialisé le routeur. Le 4e technicien est venu à la maison et a rendu visible les 2 réseaux (2.4 et 5Ghz) pour qu’on puisse le choisir nous même au lieu que ce soit automatisé. On réalise que les appareils que je croyais installés filaires par Vidéotron à l’installation au routeur ne le sont pas en fait. On soupçonne alors un problème d’interférence Wi-Fi. Il branche par câble réseau les appareils près du routeur. Le 5e technicien a changé le routeur et a fait en sorte qu’un seul réseau ne soit visible et que le routeur fasse lui-même les connexions automatiques à la bonne fréquence. Nous vivions toujours des problème Wi-Fi. Le 6e technicien, au téléphone, m’a donné accès au service 400 Mbits, mais dans la même journée le problème était encore présent. Retour au 100 Mbits. Selon ce technicien, il n’y a pas de perte de signal de décelable chez moi. Il devait faire le suivi avec moi quelques jours après, ce qui n’a pas été fait. Le 7e technicien, au téléphone, m’a dit que le 6e technicien était dans le champ. Il soupçonne lui aussi un problème d’interférence de Wi-Fi ou de domotique (ce que je n’ai pas). Il me suggère en attendant de brancher la barre de son (intelligente) au router par câble réseau. Le problème persiste. J’ai finalement contacté le service à la clientèle pour me plaindre lorsque j’ai eu une facturation de mise à niveau, et on m’a répondu que le problème est d’ordre technique, donc à ce département ils ne peuvent pas m’aider. Ils m’ont offert de me transférer au département technique…
Jusqu’à tout récemment nous vivions ce problème en étant branché via Wi-Fi. À cet effet, j’ai même fait changer mon compteur d’Hydro Québec communiquant pour un non communiquant (au cas où). Le jour même où mon compteur a été changé j’ai encore eu le problème. Cette semaine, je constate que le problème est aussi récurrent avec la télé dont le terminal est branché filaire au routeur.
En conclusion :
Au moment où j’écris ces lignes je peux aisément prétendre que le problème de connexion aux 6 heures n’est pas un problème Wi-Fi et n’a aucun lien avec une interférence de fréquences extérieures. Les appareils ont moins de 2 ans d’âge et ne sont jamais manipulés donc, ils ne peuvent en être la cause à moins que ce ne soit logiciel. Le service technique de Vidéotron est impuissant à résoudre ce problème et il aurait passé inaperçu si la Covid-19 ne m’avait pas obligé de travailler de la maison.
Avez-vous ce problème?
","kudosSumWeight":5,"postTime":"2021-04-09T21:19:58.906-04:00","images":{"__typename":"AssociatedImageConnection","edges":[],"totalCount":0,"pageInfo":{"__typename":"PageInfo","hasNextPage":false,"endCursor":null,"hasPreviousPage":false,"startCursor":null}},"attachments":{"__typename":"AttachmentConnection","pageInfo":{"__typename":"PageInfo","hasNextPage":false,"endCursor":null,"hasPreviousPage":false,"startCursor":null},"edges":[]},"tags":{"__typename":"TagConnection","pageInfo":{"__typename":"PageInfo","hasNextPage":false,"endCursor":null,"hasPreviousPage":false,"startCursor":null},"edges":[{"__typename":"TagEdge","cursor":"MjUuMnwyLjF8b3wxMHxfTlZffDE","node":{"__typename":"Tag","id":"tag:coupures","text":"coupures","time":"2021-04-09T21:19:58.906-04:00","lastActivityTime":null,"messagesCount":null,"followersCount":null}},{"__typename":"TagEdge","cursor":"MjUuMnwyLjF8b3wxMHxfTlZffDI","node":{"__typename":"Tag","id":"tag:Helix","text":"Helix","time":"2019-08-27T12:56:15.179-04:00","lastActivityTime":null,"messagesCount":null,"followersCount":null}},{"__typename":"TagEdge","cursor":"MjUuMnwyLjF8b3wxMHxfTlZffDM","node":{"__typename":"Tag","id":"tag:Internet","text":"Internet","time":"2020-12-16T23:04:35.216-05:00","lastActivityTime":null,"messagesCount":null,"followersCount":null}}]},"timeToRead":4,"currentRevision":{"__ref":"Revision:revision:25350_1"},"latestVersion":null,"metrics":{"__typename":"MessageMetrics","views":29378},"visibilityScope":"PUBLIC","canonicalUrl":null,"seoTitle":null,"seoDescription":null,"isEscalated":null,"placeholder":false,"originalMessageForPlaceholder":null,"messagePolicies":{"__typename":"MessagePolicies","canModerateSpamMessage":{"__typename":"PolicyResult","failureReason":{"__typename":"FailureReason","message":"error.lithium.policies.feature.moderation_spam.action.moderate_entity.allowed.accessDenied","key":"error.lithium.policies.feature.moderation_spam.action.moderate_entity.allowed.accessDenied","args":[]}}},"archivalData":null,"searchSnippet":"Bonjour, Depuis octobre 2020, je note des coupures récurrentes du services Hélix 100 Mbits. Aujourd’hui, le 9 avril 2021 ces phénomènes de mon côté ne sont toujours pas résolus. Je tiens à 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J'ai moi également les mêmes problèmes que ceux décrits par Frissons. J'ai eu la visite de 2 techniciens qui ont inspecté le câblage interne de la maison, fait le remplacement de la borne Helix qui, selon l'un des techniciens, avait un problème évident de carte WIFI, et les 2 techniciens m'ont confirmé que ma maison n'avait pas besoin de 3 relais WIFI. Le dernier technicien a donc restauré l'installation initiale qui consiste en une localisation de la borne au centre de la maison avec 1 connexion filaire vers mon commutateur sur lequel mes équipements de travail sont branchés. Le technicien a également séparé les deux bandes 2.4 GHz et 5 GHZ et m'a demandé d'attendre 24 heures avant de rebrancher mon commutateur. 2 heures après son départ, le système a encore planté. Lors de mon dernier appel de service, j'ai été transféré à la rétention qui investigue désormais mon problème. Hier, le système est encore tombé en panne (souvent aux alentours de 20:00 le soir) et le tout est revenu à la normal après 20 minutes, sans aucune intervention de ma part (j'ai attendu pour voir...). On m'a fait retirer mon commutateur réseau pour \"isoler\" le problème et même sans le commutateur, le système plante. Je suis d'un naturel patient et après plus de 35 ans comme client chez Vidéotron, j'envisage maintenant de quitter ce qui n'est pas peu dire car je ne veux vraiment pas regarder vers le compétiteur naturel de Vidéotron. Je leur donne encore 1 mois et après, je vais me résigner.
J'ai moi également les mêmes problèmes que ceux décrits par Frissons. J'ai eu la visite de 2 techniciens qui ont inspecté le câblage interne de la maison, fait le remplacement de la borne Helix qui, selon l'un des techniciens, avait un problème évident de carte WIFI, et les 2 techniciens m'ont confirmé que ma maison n'avait pas besoin de 3 relais WIFI. Le dernier technicien a donc restauré l'installation initiale qui consiste en une localisation de la borne au centre de la maison avec 1 connexion filaire vers mon commutateur sur lequel mes équipements de travail sont branchés. Le technicien a également séparé les deux bandes 2.4 GHz et 5 GHZ et m'a demandé d'attendre 24 heures avant de rebrancher mon commutateur. 2 heures après son départ, le système a encore planté. Lors de mon dernier appel de service, j'ai été transféré à la rétention qui investigue désormais mon problème. Hier, le système est encore tombé en panne (souvent aux alentours de 20:00 le soir) et le tout est revenu à la normal après 20 minutes, sans aucune intervention de ma part (j'ai attendu pour voir...). On m'a fait retirer mon commutateur réseau pour \"isoler\" le problème et même sans le commutateur, le système plante. Je suis d'un naturel patient et après plus de 35 ans comme client chez Vidéotron, j'envisage maintenant de quitter ce qui n'est pas peu dire car je ne veux vraiment pas regarder vers le compétiteur naturel de Vidéotron. Je leur donne encore 1 mois et après, je vais me résigner.
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Suivi sur mon problème. Un des techniciens senior du departement d'ingénierie est venu me rendre visite pour vérifier mon installation. Résultat de son analyse, tout le système est bon mais fonctionne au delà de sa capacité. J'ai trop d'équipements qui y sont branchés. Même si il ne sont pas tous en fonction en même temps, le module Wifi de la borne Hélix ne peut pas tous les supporter et c'est ce qui la fait planter. Sa solution est de mettre la borne en mode bridge et d'utiliser un routeur WIFI ayant la capacité nécessaire pour supporter tous les équipements. La borne en mode bridge peut supporter la throughput. Une fois la borne en mode bridge et mon routeur MESH TP-Link personnel en place, le problème est disparu. Ça fait plus d'un mois que ça fonctionne sans problème. Le technicien m'a aussi informé que pour la grandeur de maison que j'ai, et j'Ai une grande maison, je n'ai pas besoin des relais Wifi qui viennent juste affaiblir le réseau. Bref, le niveau technique #1 m'a fait acheter 3 relais Wifi que je n'ai plus besoin.
Suivi sur mon problème. Un des techniciens senior du departement d'ingénierie est venu me rendre visite pour vérifier mon installation. Résultat de son analyse, tout le système est bon mais fonctionne au delà de sa capacité. J'ai trop d'équipements qui y sont branchés. Même si il ne sont pas tous en fonction en même temps, le module Wifi de la borne Hélix ne peut pas tous les supporter et c'est ce qui la fait planter. Sa solution est de mettre la borne en mode bridge et d'utiliser un routeur WIFI ayant la capacité nécessaire pour supporter tous les équipements. La borne en mode bridge peut supporter la throughput. Une fois la borne en mode bridge et mon routeur MESH TP-Link personnel en place, le problème est disparu. Ça fait plus d'un mois que ça fonctionne sans problème. Le technicien m'a aussi informé que pour la grandeur de maison que j'ai, et j'Ai une grande maison, je n'ai pas besoin des relais Wifi qui viennent juste affaiblir le réseau. Bref, le niveau technique #1 m'a fait acheter 3 relais Wifi que je n'ai plus besoin.
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Bon enfin de la lumière au bout du tunnel ! Merci Thunder. Je vais essayer ça moi aussi.
Bon enfin de la lumière au bout du tunnel ! Merci Thunder. Je vais essayer ça moi aussi.
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Moi aussi j'ai ce problème.
Je dois réinitialiser mon routeur Helix, mon récepteur et ma télé plusieurs fois par jour depuis que j'ai une télé 4K. Grrrr !!! Un message apparait sur le téléviseur \"Étendre le signal\" mais cette option ext déjà sous Signal étendu sur mon téléviseur. De plus, quand ça arrive aucune télécommande ne répond ni celle d'Hélix, ni celle du téléviseur.
J'en ai marre !! Je suis cliente Vidéotron depuis plus de 20 ans et je pense franchement à me tourner vers Bell Fibre là pour la première fois. C'est trop dommage. 😞
J'avais le même problème avec mon ancien téléviseur Plasma mais beaucoup moins souvent.
Je dois réinitialiser mon routeur Helix, mon récepteur et ma télé plusieurs fois par jour depuis que j'ai une télé 4K. Grrrr !!! Un message apparait sur le téléviseur \"Étendre le signal\" mais cette option ext déjà sous Signal étendu sur mon téléviseur. De plus, quand ça arrive aucune télécommande ne répond ni celle d'Hélix, ni celle du téléviseur.
J'en ai marre !! Je suis cliente Vidéotron depuis plus de 20 ans et je pense franchement à me tourner vers Bell Fibre là pour la première fois. C'est trop dommage. 😞
J'avais le même problème avec mon ancien téléviseur Plasma mais beaucoup moins souvent.
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J'ai un cas plutôt étrange avec ma connexion internet qui n'a pas de lien avec une coupure du WIFI, mais ce sont des coupures du signal internet qui surviennent pendant plusieurs secondes plusieurs fois par jour.
On dirait une perturbation qui cause des microcoupures entre la borne Hélix FI 2 et l'armoire dans le poteau.
Le wifi reste actif, mais c'est la connexion internet sur le portable et les cellulaires qui perdent la connexion, mais sans perdre la télé.
-Les coupures d'internet durent environ 1 minute
-Les coupures sont toujours en plein jour, pas de problème de perte d'internet le soir, à date
-Les problèmes arrivent souvent entre 8:00h et 18:00h
-Je n'ai pas de coupure au niveau des terminaux
-Les cellulaires sont tous des IPhone
1- Est-ce qu'il y a une application sûre pour enregistrer les coupures d'internet pour faciliter le diagnostic ?
2- J'avais le même problème avec les 3 premiers routeurs ZyXel EMG2926, je n'avais plus ce problème depuis 1 an avant de migrer à Helix avec la nouvelle borne FI 2...
3-Est-ce que le pare-feu pourrait bloquer les communications pour protéger le réseau ?
4- Est-ce que le module Technicolor TC4400-AM pourrait être en cause ?
5- Est-ce qu'un problème avec le booster dans la boite dans le poteau pourrait être en cause puisque c'est la seule composante qui ne fonctionne pas en 12 V DC
J'ai un cas plutôt étrange avec ma connexion internet qui n'a pas de lien avec une coupure du WIFI, mais ce sont des coupures du signal internet qui surviennent pendant plusieurs secondes plusieurs fois par jour.
On dirait une perturbation qui cause des microcoupures entre la borne Hélix FI 2 et l'armoire dans le poteau.
Le wifi reste actif, mais c'est la connexion internet sur le portable et les cellulaires qui perdent la connexion, mais sans perdre la télé.
-Les coupures d'internet durent environ 1 minute
-Les coupures sont toujours en plein jour, pas de problème de perte d'internet le soir, à date
-Les problèmes arrivent souvent entre 8:00h et 18:00h
-Je n'ai pas de coupure au niveau des terminaux
-Les cellulaires sont tous des IPhone
1- Est-ce qu'il y a une application sûre pour enregistrer les coupures d'internet pour faciliter le diagnostic ?
2- J'avais le même problème avec les 3 premiers routeurs ZyXel EMG2926, je n'avais plus ce problème depuis 1 an avant de migrer à Helix avec la nouvelle borne FI 2...
3-Est-ce que le pare-feu pourrait bloquer les communications pour protéger le réseau ?
4- Est-ce que le module Technicolor TC4400-AM pourrait être en cause ?
5- Est-ce qu'un problème avec le booster dans la boite dans le poteau pourrait être en cause puisque c'est la seule composante qui ne fonctionne pas en 12 V DC
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Bonjour Python!
\n
\n
Cette situation ne semble définitivement pas normale. Nous vous recommandons de communiquer avec notre Soutien Technique à ce propos. Nous avons des outils nous permettant de détecter des coupures provenant de la connexion de câble ou du réseau, de même que de diagnostiquer un problème d'équipement.
\n
\n
Vous pouvez joindre notre Soutien Technique 24h sur 24, 7 jours sur 7 incluant les jours fériés (comme aujourd'hui) au 1-877-380-2611 de même que par clavardage à partir de la page https://videotron.com/nous-joindre .
Cette situation ne semble définitivement pas normale. Nous vous recommandons de communiquer avec notre Soutien Technique à ce propos. Nous avons des outils nous permettant de détecter des coupures provenant de la connexion de câble ou du réseau, de même que de diagnostiquer un problème d'équipement.
\n
\n
Vous pouvez joindre notre Soutien Technique 24h sur 24, 7 jours sur 7 incluant les jours fériés (comme aujourd'hui) au 1-877-380-2611 de même que par clavardage à partir de la page https://videotron.com/nous-joindre .
\n
\n
Joyeuses Fêtes!
\n
\n
-JFrancoisD
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Hey bien moi aussi j’ai plusieurs micro coupure d’Internet à chaques jours… est-ce que aujourd’hui Vidéotron on trouver le problème?
Hey bien moi aussi j’ai plusieurs micro coupure d’Internet à chaques jours… est-ce que aujourd’hui Vidéotron on trouver le problème?
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Bonjour,
Une piste qui semble ne pas avoir été exploré mais qui mériterais de l'être est la piste électrique. Un frigidaire ou un appareil tirant du courant sur le même circuit pourrait causé ce genre de chose. Aussi, brancher ses équipements de communication (borne, routeur) sur une batterie de secours (nommé UPS) serait un atout pour 2 choses : si le problème est une micro-coupure électrique (ou baisse de tension), le UPS compensera puisqu'il possède une batterie et 2) lors de panne de courant, vous aurez de l'internet pendant quelques heures.
Une piste qui semble ne pas avoir été exploré mais qui mériterais de l'être est la piste électrique. Un frigidaire ou un appareil tirant du courant sur le même circuit pourrait causé ce genre de chose. Aussi, brancher ses équipements de communication (borne, routeur) sur une batterie de secours (nommé UPS) serait un atout pour 2 choses : si le problème est une micro-coupure électrique (ou baisse de tension), le UPS compensera puisqu'il possède une batterie et 2) lors de panne de courant, vous aurez de l'internet pendant quelques heures.
C'est juste une observation/suggestion.
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