No internet since may 21

Pex
Pex Posts: 11 ✭✭
edited June 2022 in Internet

It's getting ridiculous....

My modem died on May 21, a first ticket was created on the 24th. Then a technician came to my house on the 26th, he tested the line and gave me a new modem.

Internet still does not work so he calls Videotron to see what is preventing the activation of my new modem. He leaves telling me that there is a technical problem that it will be solved in a few hours.

On the evening of May 26, I contacted customer service again and they told me “24 to 48 hours”! After 3 days I contact Fizz again to ask what's going on, still not settled!!!

I see on the forum that everyone who is moving at the moment or new customers have problems. I contact Fizz again, in English this time, thinking I'll have better luck. I tell them about the new modem activation problem that should be known. I have to explain EVERYTHING to them again from the beginning, that the technician has already come, that the signal on my cable is OK, etc. I end up sending them the photo of the back of the modem and there I am told that they still have my old modem associated with my address, they have no idea how I got this modem!!!

The latest diagnosis from Fizz customer service is that my new modem is not associated with my address, pretty simple isn't it? A new ticket is opened on June 5, but this one is "in progress" and I am told that the problem is being dealt with in priority by the appropriate specialized team. A reassuring message but empty of truth. It should be neither long nor complicated to enter the MAC address of my new modem in my account and link it to my address!

Here what makes me angry is that I see entries on the forum of people who had a problem activating the modem and that was resolved the same day!!!

I don't want excuses, I want results

Best Answer

  • Whizz
    Whizz Posts: 23,045 admin
    Answer ✓

    Hello Pex,

    I am really sorry to hear about this situation and that you are without service for so long. 
    I know it is really frustrating but I can assure you we are doing everything we can to have this fixed soon.
    I apologize again for the inconvenience.

    Have a lovely day,
    -Alex

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