Tech didnt show up

ErikaS_
ErikaS_ Posts: 1 ✭✭
in Internet

I was supposed to have a technicien show up to install my internet tonight on december 3rd, between 5pm and 8pm est. I was under the impression that I woukd be contacted if the tech was late or wouldn't show. Why wasn't I contacted and why did I wait 3 hrs for someone to come when they won't show?

Best Answer

  • Emporium
    Emporium Posts: 2,305 ✭✭
    Answer ✓

    Hi @ErikaS_

    I completely understand your frustration. This is definitely something that needs to change. It does seem to happen from time to time, especially on appointments closer to the end of the business day. I understand that sometimes they can run late and may not make all the appointments, but it would be nice for the customers to get a call explaining that.

    Unfortunately, Fizz has no control over this. When you make a technician appointment, the request is sent to Videotron, and videotron assigns it to their subcontractors. Until the appointment is completed (or missed), Fizz has no status update :(

    If the appointment was not respected you need to take a new appointment, the 'Reschedule' button will appear there, once 24h passed since the appointment was due.

    To reschedule your technician appointment:

    Log into your account → Manage plan → Appointments

    Here you will be able to see a complete list of all your past and future appointments.

    click on Reschedule (the 'Reschedule' button will appear there, once 24h passed since the appointment was due).

    This will open the booking interface. Select a new day and time slot and click Save

    Source: https://fizz.ca/en/faq/how-do-i-manage-appointment-technician-visit-my-service-address

    ---------

    Unfortunately, here we are all end users, like yourself, so not much we can do other than provide some explanation or advice from previous experience. If you still need help, you can contact a Fizz customer service agent online.

    • Sign into your account
    • Follow the link on this page: https://fizz.ca/en/faq/status-services or https://fizz.ca/fr/faq/etat-services
    • Wait 3 seconds for the green bubble with a '?' appears at the bottom right of the browser, if you use a phone you must use it in desktop or horizontal mode
    • Choose the option 💬 chat
    • If the green bubble does not appear make sure your ad blocker is disabled, otherwise try with another browser.

    PS: For me the only combination that works for CHAT, is Firefox, in a private window, and only when in the French language..

    Other means of contact

    CHAT however is the quickest method, but facebook is the easiest.


Answers

  • Whizz
    Whizz Posts: 23,610 admin

    Hello ErikaS_,

    I am sorry to hear about this situation.
    I have verified your account and I can see the installation was completed and the service is active.  
    Indeed he was supposed to notify you via text or call if he is late or won't arrive on time. 
    If you encounter any issue or need further assistance please contact our support team: https://fizz.ca/en/contact-us

    Have a lovely day,
    -Alex

This discussion has been closed.

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