Modem delivery
I'm a new user and the modem will be delivered february 25th.
I will be moving in that day but not sure at what time, What happens if I'm not there?
Answers
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Hi Nina,
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.
Source: https://fizz.ca/en/faq/how-do-i-manage-appointment-technician-visit-my-service-address#6
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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:
- Log into your account and go to Manage plan.
- Click on Appointments.
- Here you will be able to see a complete list of all your past and future appointments.
- 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.
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.
*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.
*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.
Source: https://fizz.ca/en/faq/how-do-i-manage-appointment-technician-visit-my-service-address#3
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But I did not request the installation
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Here are some reasons why you may need a technician to visit your service address:
- You just subscribed. A technician needs to check/configure your connection and deliver your Wi-Fi modem. See: Choose your installation option in Subscription
- You need to add or relocate an outlet. See: I would like to add or relocate an outlet
- You’re moving. See: How do I move my Fizz Home Internet plan to a new address?
- You need to replace your Wi-Fi modem (it’s lost or not functioning correctly). See: I connected my device using a network cable, but I still have no connection to the internet. How do I fix it?
- You are unpausing your plan and no longer have a Wi-Fi modem. See: I unpaused my plan, but need a new Wi-Fi modem. How do I get one?
- Your Home Internet service was diagnosed by our Customer Service team with a malfunction, and a technician must make a service call. See: If the appointment is a service call (for repairs).
Source: https://fizz.ca/en/faq/how-do-i-manage-appointment-technician-visit-my-service-address#1
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Here's how to directly contact Fizz’s customer service team to have precise answers about any question or concern. You can do it by opening the following link: https://fizz.ca/en/faq/status-services and simply scroll down until you see the green bubble, than click on it to start your chat session with the customer service.
If the chat bubble still does not appear at the bottom of the page, on the right, after a few seconds, the number of pending sessions is higher than the service’s processing capacity. At that time, you can leave a message on the other proposed communication channels:
-By private message on Facebook/Messenger: https://facebook.com/fizzca.
-By private message on Twitter : https://mobile.twitter.com/fizz_ca
-Whatsapp : (438) 393-5814
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Why is it necessary to have someone there if it only for a delivery?
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Will there be any extra charge?
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No, don’t worry, the installation is free, only the VIP installation is $60 if you selected it during the appointment booking. It consists of configuring your modem for you. But as mentioned, if you haven’t selected it, nothing will be charged to you, and you will have to set up your modem on your own. To help you in case of difficulties, there is the procedure available on the Fizz website.
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Hello @Nina58, someone has to be there to accept the delivery and verify your service is working. I suggest you schedule the delivery for another day when you will be there.
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