Technician came installed wiring modem doesn’t work

Hi @fredocanada

Did the technician come in a test anything on the line ?

It can take up to 15 minutes for the modem activation (usually you will get an email from Fizz ones the activation is complete). Then I would leave the modem plugged in for 30 minutes without touching it. It can take up to another 30 minutes, and it will eventually provision itself (2nd and 3rd lights will turn solid blue), and then it will go out and get a few updates, and auto reboot itself. So for about 30 minutes (after you get activation email), the modem may not be available to be used.

If the 2nd and 3rd light don't go solid blue, then unplug the power, wait 5 minutes, and then plug it in again. Can take another 5 minutes before they go solid blue.

I they still don't go solid blue, you will need to contact customer service to have them check the line, or send the Videotron technician back. Unfortunately the technicians are NOT controlled by Fizz directly, they are all Videotron subcontractors.

Fizz Customer service agents are only available online. Here we are all end users like you.

• Sign into your account
• Follow the link on this page: https://fizz.ca/en/faq/status-services or https://fizz.ca/fr/faq/etat-services
• 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.

PS: For me the only combination that works for CHAT, is Firefox, in a private window, and only when in the French language..

Other means of contact

• Whatsapp: (438) 393-5814
• By private message on Twitter: https://mobile.twitter.com/fizz_ca
• By private message on Facebook: https://www.facebook.com/fizzca/

CHAT however is the quickest method, but facebook is the easiest.

Hi Fred,

It's should but it's not and now you need to talk whit Fizz support for help, they are easy to reach if you follow these instructions

To Chat with Fizz support:

·        Connect to your Fizz account by clicking « Login » in the top right corner 

·        Follow the link on this page: https://fizz.ca/en/faq/status-services 

·        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 like Firefox edge or a private one.

Other means of contact

·        Whatsapp: (438) 393-5814

·        By private message on Twitter: https://mobile.twitter.com/fizz_ca

·        By private message on Facebook: https://www.facebook.com/fizzca/

CHAT however is the only effective and quickest method

Fizz IS Videotron in reality. It is their low cost brand (Videotron is the parent company). Saves cost by having no phone tech support and a few other stuff. The EXACT same technician team would install a videotron internet request as with Fizz.

In reality, no matter WHICH ISP you go with, if you use cable internet, and in the area served by Videotron, there is no one else other than the Videotron subcontractors that are allowed to to the installs :)

I agree that after 2 hours, it should work. DID the technician come in and check the line ? That is something that in theory, they are supposed to do. Can't blame Fizz if the technician tried to save time (by not testing the line) and assuming all is good, because he wanted to jump to the next install. They do the installs for ALL the ISPs.

They are responsible to get it up and running, YES.

But keep in mind FIZZ DO NOT hire any technicians (just like all other ISP selling cable internet). When they get an install request, they raise a ticket with Videotron for an install, and Videotron dispatches their technicians for the job. All ISP, do the same. When videotron technician closes the ticket, only then will Fizz be notified of the status since their ticket will in turn be updated.

I know it is frustrating. This is why I always recommend to people transferring providers, to schedule installs for week or 2, prior to their existing service expiring. If something goes wrong, you have time to get it fixed, before losing your other service.