Modem is offline

Taonihao
Taonihao Posts: 3 ✭✭
edited January 2022 in Internet

I ve been trying to reach customer support to the point that I have to buy 500MB for 17$ just to fix the wifi.


I ve been following all the instructions and yet nothing has happened. This is really frustrating. Base on the consumer law, I need a refund for this month internet if I was unable to use your service.


I ve been using been using my data since awhile ago... can someone olease answer me...it s always the bot and not an actual person that instructions kept on repeat by now...

Best Answer

  • Emporium
    Emporium Posts: 2,303 ✭✭
    Answer ✓

    @Taonihao

    Have you tried unplugging your modem and WAITING 5 minutes before plugging it back in ?

    Once you plug it back in, wait 5 minutes, and hopefully the 2nd and 3rd lights from the top, will turn blue (ie: modem online).

    Everything with Fizz is online.

    Try using another browser. Sometimes all the cookies and cache can cause issues on Fizz web site. I agree it can be frustrating sometimes.

    What works for me all the time, is using Firefox, opening a prive/incognito window, and then switching language on the forum to french (top right, little globe). From there, I go to https://fizz.ca/fr/faq/etat-services and access the "?" from there.

    -----------

    Fizz Customer service agents are only available online. Here we are all end users like you.

    • 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: 18,805 admin

    Hello Taonihao,

    I am really sorry for this situation,
    I have verified your account and I see that you managed to contact our customer support team.
    They escalated a ticket to the technical team in order to fix the issue.
    Regarding the refund, as soon as this situation will be fixed, you will be refunded for the days you were unable to use the services.
    If your services are not working for more than 48 hours, you are entitled to a refund for the days you were unable to use them.

    You can find this information in the Service Agreement, my plans > manage plan> service agreement.
    Check this FAQ for more details: https://fizz.ca/en/faq/how-can-i-view-my-service-agreement

    We sincerely apologize for any inconveniences this might have caused you.

    Thank you for your kind understanding and patience.
    Stay safe and have a great day!
    -Eugen 

This discussion has been closed.