No Internet After Moving – Technician Couldn’t Find the Vidéotron Box

chggggg

Hi, I need some help with my home Internet after moving from apartment 1108 to 1104.

I already submitted the move/address change through Fizz, and my plan currently shows “Pending address change.” However, there is still no Internet connection in apartment 1104.

A Fizz technician already came to my building, but he said he could not find what I understood to be the Vidéotron box/cable box for the building. We spent some time looking for it on the first floor but could not find it. Before leaving, he told me to contact the building manager, locate the box, and then arrange another visit with Fizz.

I contacted my building’s service center. They told me that before they can create a work order and arrange for their technician to assist, I first need to confirm the date and time of my next Fizz technician appointment.

Could you please tell me:

1. How can I schedule another Fizz technician appointment for this issue?
2. Since Fizz technician appointments are usually given as a time window rather than an exact time, how can I coordinate the visit with my building’s technician?
3. During the previous visit, the Fizz technician stayed for only about 10 minutes. I’m concerned that it may be difficult to have both technicians available at the same time. Is there a way to add a note to the appointment explaining that access to the building’s telecom/cable equipment may require assistance from the building technician?
4. My plan is still showing “Pending address change.” Is there anything else I need to do on my side before scheduling the technician?

I currently have no home Internet in apartment 1104 and rely on Internet access for my work, so I would really appreciate your help in resolving this as soon as possible.

Thank you very much!

Whizz

Hello chggggg,

Thank you for letting us know about this situation.

I verified your Fizz account and I can see that the moving request was rescheduled to August 20th between 07:30 AM and 12:00 PM.

You will have to reach out to the building management and schedule an appointment with the building technician based on this time frame.

I understand that it can be hard to coordinate this considering the large period when our technician can arrive. However, considering that it is early in the day, the local technician might be available on call during that time.

If you need to reschedule the appointment again you can do this from your Fizz account under My plans > Manage plan > Installations.

You can find more information on this topic here: https://fizz.ca/en/faq/how-do-i-manage-appointment-technician-visit-my-service-address

We apologize for any inconvenience and appreciate your understanding.

Have a good one!
-Vlad, Community Moderator

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Hi, contact fizz with chat or private message to @Whizz with this problem.