Technician left after saying he would call

Antu
Antu Posts: 1

Hi I had an appointment for today but since I’m moving in to a new apartment, I had my neighbor be present. The technician came and because we didn’t have the key to the apartment, he left and said he would contact his supervisor if he is able to set up the internet without entering the home. He has not called back.. urgently I need to know what to do.

Best Answer

  • MyriamC
    MyriamC Posts: 913
    edited October 2021 Answer ✓

    You can reschedule an appointment in your fizz account

    How do I view my appointments?
    1. You can log into your Fizz account any time to see your past and future technician appointments. Service calls (for repairs), however, do not appear in your account. 

    To view your Fizz technician appointments:

    1. Log into your account and go to Manage plan.
    2. Click on Appointments.
    3. Here you will be able to see a complete list of all your past and future appointments.
    4. You will also be able to reschedule and cancel future appointments.
    5.  
    How do I change or cancel an appointment?
    1. Changing the address of an appointment is impossible. If there’s a mistake in the address where the technician is going, you’ll have to cancel that order, and start over with the correct address.
    2. You can log into your Fizz account to reschedule or cancel your technician visit up to 20 hours before your appointment. Service calls (for repairs), however, are the exception. 

    To reschedule your technician appointment:

    1. Log into your account and go to Manage plan.
    2. Click on Appointments.
    3. Here you will be able to see a complete list of all your past and future appointments.
    4. Scroll to the appointment you wish to modify.
    • To reschedule an appointment, click on Reschedule.
      • This will open the booking interface. Select a new day and time slot and click Save.
      • Beware — if you just finished scheduling your appointment, please allow a 3-hour delay for the Reschedule button to appear in your account.
    • To cancel an appointment, click on Cancel.
      • On the next screen, confirm that you wish to cancel this appointment by clicking Cancel again.
    1.  
    2. The Reschedule and Cancel buttons won't be visible in your account after 9h pm the day before the appointment, because the tool cannot change the technician's schedule for the day. In this case, you have to contact us to modify your appointment.
    3. To reschedule or cancel on the same day as your appointment, you must do so via a member of our Customer Service team : simply log into your Fizz account and click on the chat bubble in the bottom right corner of this page during our business hours.
    4.  
    5. You can reschedule your appointment up to three (3) times. If you try to reschedule a fourth time, your subscription will be automatically cancelled, and you’ll have to restart the process all over. 
    6.  
    What if I receive an email for the failure of an appointment?

    Here are some reasons why an appointment with a technician has failed at your service address:

    1. The appointment could not take place (you were absent at the appointment, the technician did not come, there was no one 18 years old or older present at the appointment with a technician ...): you must reschedule the appointment using the email or notification link.
    2. You no longer want to install Fizz Home Internet at your service address: you must cancel the appointment by using the email or notification link.
    3. During his visit, the technician informed you that it was impossible to install Fizz Home Internet at your service address: you must then cancel the appointment by using the email or notification link.
    4. You do not know the reason for your unsuccessful appointment: simply log into your Fizz account and click on the chat bubble in the bottom right corner of this page during our business hours and contact us.
    5.  
    Frequently asked questions (and their answers)
    1. If your appointment is for a service call (for repairs), click here.

     

    Is my appointment still happening? Where’s the technician? Did I miss the appointment?

    • Check the time slot of your appointment. To do so, log into your Fizz account. Select your Home Internet plan and click on My Appointments. The time slot you see there is your reference.
    • If the technician is planning to be at the address earlier or later, he’ll let you know by calling you at the number you provided when you planned this appointment.
    1.  

    I haven’t been contacted by the technician. Is that normal?

    • The technician won’t contact you if he plans to be there within the time slot reserved. He’ll only contact you if he is early or late based on what was planned.
    • To check the time slot reserved for your appointment, log into your Fizz account. Select your Home Internet plan and click on My Appointments. The time slot you see there is your reference.
    1.  

    How long will the technician be at my house?

    1. On average, a visit lasts less than an hour. In some cases, however, it could also take a few hours. It all depends on the situation. You’ll get a better time estimate once the technician is on-site. 
    2.  

    Can I change the day or time of my appointment, even at the last minute?

    • If it's before 9h pm the day before your appointment, log into your Fizz account. Select your Home Internet plan and click on My Appointments. You’ll then have the opportunity to reschedule your appointment.
    • If it's after 9h pm the day before your appointment, the option to modify your appointment won’t be offered to you in your account. You must at that point contact our Customer Service team by logging into your Fizz account and using the chat bubble that appears in the lower right-hand corner of the screen (within our business hours). They’ll be able to let the technician know and reschedule your appointment.
    1.  
    Important things to know for any technician visit
    1. Your equipment should be easily accessible. Make sure to move ahead of time any furniture that may complicate things for the technician.
    2. A person over 18 years old must be present at the time of this appointment. If that is not the case, the technician cannot complete the service call, and a new appointment will have to be scheduled.
    3. If you’re the owner of a household pet, make sure to keep it away from the rooms where the technician will be working. This way, they’ll be able to complete the work without disturbing your companion.
    4.  
    If the appointment is a service call (for repairs)
    1. If your Home Internet service was diagnosed by our Customer Service team with a malfunction, a technician will be sent to your service address for a service call.
    2. You will receive an email confirming the date and time for this appointment. Keep it for future reference because a service call appointment does not appear in your Fizz account.
    3. A person over 18 years old must be present at the time of this appointment. If that is not the case, the technician cannot complete the service call, and a new appointment will have to be scheduled.
    4. Based on the nature of the work required, the technician may have to drill, for example, a hole in an exterior wall. If you are a building tenant, make sure you have the owner’s written authorization beforehand for such circumstances. If the building owner is on site, his verbal agreement will suffice for the tech. If you have shared ownership of your property, it’d be important for you to be familiar with the rules of your association in regard to such matter.
    5. If you need to modify the date or time of the service call, you must contact our Customer Service team: simply log into your Fizz account and click on the chat bubble in the bottom right corner of this page during our business hours.
    6.  
    7. A service call is free of charge unless one of your personal equipment or a modification of your installation done by you or a third party is the source of the problem. In that case, the technician will inform you of any applicable incremental fees and these fees will be automatically taken from your Fizz account.
    8.  


Answers

  • vanigh
    vanigh Posts: 309

    Antu


    The technician should have access to your apartment in the presence of an adult, to at least check the availability and the data signal.

    Since he could not access his work environment he rightfully left, unfortunately you have to make another appointment.

  • Emporium
    Emporium ⭐ :REFERRAL CODE: ⭐ FC9QO ⭐ :CODE RÉFÉRENCE: ⭐Posts: 2,124

    H @Antu

    Unfortunately it is your responsibility to provide access to the premises for the technician to be able to check the line signal before providing you with the modem. Failing to do so, is rightfully treated the same as no one being present at the time of the appointment. With the number of appointments the technicians have in a day, they don't have time to try to find workarounds when a customer can not fulfill their part of the agreement. They just move onto the next appointment.

    The technicians are contracted by Videotron for all installations on their network, and Fizz does not have visibility on their installations, other than Fizz making the request to Videotron for the install.

    You will have to go onto your account and reschedule a new appointment as procedure provided above by Myriam. Only thing is, if I remember correctly, you need to wait 24hrs from original appointment before having the option to reschedule.

  • Whizz
    Whizz Posts: 13,857

    Hello Antu,

    I am sorry to hear about this situation.
    I have verified your account and I can see that you have already rescheduled.  
    Please make sure that you or someone 18 years or older will be present and that our technician will have access if necessary.

    Have a lovely day,
    -Alex

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