Complaint

Ssimon98

Hello, i ordered a wifi modem to my location(which we checked over phone was right). Delivery was expected today, he didn’t call or try to reach me just said unable to deliver and didn’t call me, not sure if he had my number from the registration.

I will have to go get the modem myself tomorrow from the warehouse but it is unacceptable that i have to make a 2 hour round trip because the delivery person did not try to reach me while i waited at home and delayed my work shift.

I can’t wait for Monday for another delivery either.

Please make sure to give the delivery person the customer’s number or e-mail beforehand.

Thank you.

Whizz

Hello Ssimon98,
I am sorry for the situation encountered,
I have verified your account and I can see that the modem appears delivered on the tracking.
Also, I can see that the situation was solved when you have contacted us in private.
If you want support in regards to anything that is addressed to customer service, the Community Hub is not that place as your message might receive a message with a delay.
To request help, you have to use one of the contact ways (chat, social media, contact form)  from this link:https://fizz.ca/en/support
Also, you need to activate your modem from your Fizz account> My settings> order history> see details> activate.
Here you can see all the details in regards to this process: https://fizz.ca/en/faq/how-install-my-wi-fi-modem



In regards to your question, Andrei_ref_R7VK1, yes now the delivery of the modem can be done by a delivery company, not just the technician.
The technician is required in a place where there was no Fizz connection before.  
Here you can see the details:https://fizz.ca/en/faq/when-will-my-fizz-package-be-delivered

Thank you for your understanding!
Have a great day!
-Eugen

Jess_i88b6

Hi @Ssimon98

The modem must be delivered by the Videotron Tech, if the tech was not able to respect the planned delivery, usually you should take a new appointment, since the tech must check your cable.

From the guide

Should the appointment with a technician not happen for whatever reason, check your emails. You’ll receive further instructions and next steps from us, right in your inbox.

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

In the meantime, you wrote that you checked over phone? Fizz doesn't offer phone support

However, here we are only user, probably you should chat with the support

You can chat in direct

• Sign into your account

• Follow the link on this page: https://fizz.ca/en/faq/im-unable-log-my-fizz-account-what-do-i-do

• 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.

Or by private message on Facebook: https://www.facebook.com/fizzca/

Sébastien code ZXEL1

the technician calls like 30 minutes before coming

for some reason they may have problems and are unable to come

Modem delivered by a technician:  

When a modem is delivered by a technician, it is automatically and immediately activated, and your payment cycle starts at that moment. You will be able to use your Home Internet service as soon as your installation is completed by you, or by the technician in the case of the VIP installation option.

 To view, change or cancel an appointment

To view, change or cancel an appointment

Your technician appointments are in your Fizz account. Simply log in and under  My plans > Manage plan > Appointments you’ll be able to view, reschedule or cancel your appointment, even up until the moment when the technician is on route.

You can reschedule your appointment up to three (3) times. After that, your order will be cancelled, and you’ll have to start the process all over.

 

Good to know: Service calls (for repairs) do not appear in your account. Reach us using the chat bubble to reschedule or cancel a service call

Jess_i88b6

Hi @Ssimon98

For a complain check this link https://fizz.ca/en/faq/resolving-issues

Andrei_ref_R7VK1

Maybe something changed recently but I see quite a lot of posts like "the modem received but not working" 🤔?

Before it was the tech from Videotron bringing it and making sure the cable is connected to Videotron's echipmemt.