New Connection but not coaxial outlet

kaitan7

Before I ordered a home internet, I explained to the fizz customer agent that I do not have coaxial outlet and then said to me, even with the self installation a technician will come to deliver the modem and make sure that the necessary connection is ok so I can install the modem myself. And also stated if of an absence of the coaxial outlet, the technician will do the necessary at no extra charge. Today I'm being told otherwise, that I have to opt for the 60$ VIP installation to have the outlet setup.

And also they told me a technician will defintely come to deliver the modem to have a look. But today it was in transit with planet courier, which now i believe there will be no technician.

I'm getting different response from different customer agent.

Can anyone help? Thanks

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Check with an agent if an appointment is made and when to make your connection.

  https://fizz.ca/en/support  or send private message to @Whizz

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Hi @kaitan7

The modem will be sent using a carrier if in their system result that a previous installation was present in your residence.

Did you schedule 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.

If this is not the case, you must contact the support and let them know that you don't have a coaxial cable, they will send a technician and it will be free ( you don't need the VIP installation), https://fizz.ca/en/support , and click on the green bubble on the bottom right of the page in order to chat with them to find the right solution for you.

Whizz

Hello @kaitan7 ,

Thank you for reaching out.

We are sorry to hear about the situation so far, and I'm here to clear up any misunderstanding. If the website offered you the Self Installation option, it means that a connection was active there in the past, and it is considered that a technician is not needed for the installation.

If the self-installation cannot be completed due to factors beyond your control, such as the absence of a coaxial socket in your house, or the outside cable not being connected, you will not be charged for the appointment.

What you must do is make sure that there is no coaxial socket the modem can be connected to behind the furniture in your household, as the sockets not in use tend to be covered, and contact us to set up the appointment, as you should not be charged for it.

We look forward to chatting with you.

Have a great day!

-Sergiu, Community Moderator