The internet stopped working exactly at midnight july 1st after I moved

jiyda Posts: 1 ✭✭
edited July 2022 in Internet

I moved to a location that has videotron already setup, I moved 2 days ago and plugged the modem and everything was working fine. My technician appointment is july 4th since I couldn't find any closer date. However, when July 1st came the internet stopped working, I feel like they deactivated my internet even though I have 4 days left. I need internet since I work from home.

I already tried contacting the support on whatsapp/messenger and imessage since last night but no one is replying.

Clicking on chat/clavardage in the question mark bubble doesn't work. I have ad block disabled.

Best Answer

  • Whizz
    Whizz Posts: 17,911 admin
    Answer ✓

    Hello jiyda,
    I am sorry to hear about that,
    I have verified your account and I can see that you chose the deactivation date of your services on July  1st and the reactivation at your new address on July 4th.
    I kindly advise you to wait for the technician to come and verify the connection to make sure your internet will be working, even though there is the Videotron infrastructure in the building already. 
    More details can be found here:
    Thank you for your understanding!
    Have a good one!


  • Fizzaddict
    Fizzaddict Posts: 240 ✭✭
    edited July 2022

    @jiyda Hi, Did you check in your Fizz's account if your plan is active ?

    Have you tried to unplug the modem for 10 seconds and then plugging it back in ?

    Your best chance is still try to contact Fizz by chat.

  • Fizzaddict
    Fizzaddict Posts: 240 ✭✭

    Have you tried this ?

    Moving your Home Internet plan is done directly from your account. Submit your request under

    My plans > Manage plan > Moving my service.

    Word of the wise, don’t forget to pack your Fizz Wi-Fi modem and bring it with you on your moving day!

    Need to change your Home Internet plan? No worries, but plan to do so before or after your move. You cannot modify your Home Internet plan during your move.


    Date coordination
    1. Chances are the date you choose to deactivate your Home Internet service at your current address will differ from the installation date you select for your new digs.
    2. If that’s your case, no worries. Your plan will be simply put on pause, and you won't incur any fees during that time. Your payment cycle will shift and begin upon activation at your new address.
    The tech visit
    1. Whether you chose Self-installation or VIP installation, a technician will be knocking on your door. The installation appointment you planned as part of your moving request is required to make sure your cable connection works properly at your new address. 
    3. Life is unpredictable, and we get that. Know that you can modify or even cancel your installation appointment yourself, directly in your account.
    4. How to manage and prepare for a tech appointment
    To cancel a move request
    1. If for whatever reason you are not moving anymore, all you need to do to cancel the move request for your Home Internet plan is cancel your installation appointment. You can do so yourself, directly in your account under
    2. My plans > Manage plan > Appointments.
    A plan or the service is not available
    1. As you fill out your move request for your Home Internet plan, we’ll obviously ask you to enter your new address. One of three things can happen:
    3. All is fine.
    • This is great, but chances are this is not your case if you’re reading this section of our FAQ.
    2. The download speed you have now is not available at your new address.
    • Perhaps you are moving from an area with high bandwidth to one with lower bandwidth, which impacts the download speeds available to you. Choose a new plan. On the activation date of your new plan at your new address, your old plan will be refunded to you on a prorated basis.
    2.  Fizz Home Internet is not available at your new address.
    • This is where we must unfortunately part ways. Fizz Home Internet is not yet available everywhere. It’s currently available to many residential addresses in Quebec and Ontario. In time, the service will become available to a growing number of postal codes. 

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