Modem is out of service

Dami · July 2023

Hello

My modem is dead. I contacted customer service via chat, nobody has replied! And I need it to work from home! Nobody cares about the clients, just pay money

elena code xzi4t · July 2023

You can close the post

FizzyFizz JQMPM · July 2023

Dami

Jul 16, 2023

Hello
The technician came yesterday. You are right. He had a spare modem in his van. The problem is fixed. Thank you all for your kind words and support

Good to hear!!!

AK20230110 · July 2023

@Dami

Hello,

Have you tried to plug the modem in another electrical outlet?

Support must be very busy...given the recent weather events (https://fizz.ca/en/faq/status-services)

Try to reach customer service on Live chat : https://fizz.ca/en/support as they sometimes need a few extra details to possibly escalate a ticket to address your situation...

Whatsapp: (438) 393-5814

Par message privé sur Facebook: https://www.facebook.com/fizzca/

Or open a ticket yourself:

https://fizz.ca/en/faq/resolving-issues

Dami · July 2023

Hello

Yes, I did. The modem is dead. I left several messages in the chat on WhatsApp yesterday. Nobody has answered. I need to get the modem replaced by technician asap. The technician should come tomorrow, but I don't even know how to let him know to bring the new modem!

AK20230110 · July 2023

Hello,

@Dami

That's good news " The technician should come tomorrow"... , so if the appointment is a service call (for repairs)

Here are the recommendations from Fizz: 👇

A technician is sent to your address for a service call when your Home Internet service was diagnosed with a malfunction. After chatting with our Customer Service team, you’ll receive an email confirming the date and time slot for your appointment. Keep it for future reference because a service call does not appear in your Fizz account.

A service call is free of charge unless you are responsible for the source of the problem. For example, you modified the installation or one of your personal equipment is faulty. Adding or relocating an outlet may also involve fees, depending on the situation. Regardless, the technician will let you know on-site if any fees apply, and these fees will be automatically charged to the payment method associated with your Fizz account.

To modify the date or time of the service call, contact our Customer Service team using the chat bubble.

How do I manage an appointment for a technician to visit my service address?

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

If your Home Internet service was diagnosed by our Customer Service team with a malfunction, or you need to add or relocate an outlet, then your appointment is actually a service call. Managing the appointment for a service call is different. Refer to section 3 for more details.

If in doubt you can always consult with the customer support: https://fizz.ca/en/support

To reassure you, here is a different discussion answered:

https://forum.fizz.ca/en/discussion/2642184/broken-modem

Sébastien code ZXEL1 · July 2023

surely its overwhelmed due to full internet failure must be patient

Dami · July 2023

Hello

The appointment with the technician was done beforehand. Tomorrow he will come empty -handed. What will he tell me? That I need to have my modem replaced. So why don't you tell the technician to come with the modem now ?!!!! What's the point of his coming tomorrow empty -handed if my modem is dead NOW?!

Dami · July 2023

How can I get in touch with the technician and tell him to bring the modem?!!! If the Fizz modem is dead, it is dead! Where can I get your modem? Will YOU tell the technician to bring it with him?!!!

AK20230110 · July 2023

Dami

Jul 14, 2023

Hello
The appointment with the technician was done beforehand. Tomorrow he will come empty -handed. What will he tell me? That I need to have my modem replaced. So why don't you tell the technician to come with the modem now ?!!!! What's the point of his coming tomorrow empty -handed if my modem is dead NOW?!

Hello,

We are users here like you!

Only support can maybe answer that for now ( if you told them that the modem is dead , I guess ) and the tehnician tomorrow maybe!

And we will know in the future if you will come back to the forum to let us know...

Dami · July 2023

Thanks for your response! Sure, I will come back here to let you know. It's really frustrating. No answer from support

Dami · July 2023

I finally got a reply from support! :;-)))

Thank you for your reply

This conversation is not in real-time, and the waiting time may be longer than usual, so I appreciate your patience.

Also, after verifications, I notice that you have an appointment on July 15 between 07:30 AM and 17:00 PM.

A person over the age of 18 must be present at the time of this appointment. If this is not the case, the technician will not be able to complete the service call, and a new appointment will have to be scheduled.

Also, if something unexpected happens, you can contact us to reschedule, for more information I am attaching the FAQ: https://fizz.ca/en/faq/how-do-i-manage-appointment-technician-visit- my-service-address

Thank you for understanding.

If I can help you with other information, I am at your disposal.

Dami · July 2023

I asked again to tell the technician to bring the Fizz modem with him. Without it his visit inls pointless

Dami · July 2023

As well, how is it possible to reschedule an appointment? They sent me the link and it is not working , https://fizz.ca/en/faq/how-do-i-manage-appointment-technician-visit-my-service-address

Why is it so rotten here?!!!

AK20230110 · July 2023

Sorry about that!

Here it is,

How do I manage an appointment for a technician to visit my service address?

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

If your Home Internet service was diagnosed by our Customer Service team with a malfunction, or you need to add or relocate an outlet, then your appointment is actually a service call. Managing the appointment for a service call is different. Refer to section 3 for more details.

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

Dami · July 2023

And I don't see any appointment under My plans > Manage plan > Appointment

AK20230110 · July 2023

Dami

Jul 14, 2023

I finally got a reply from support! :;-)))
Thank you for your reply
This conversation is not in real-time, and the waiting time may be longer than usual, so I appreciate your patience.
Also, after verifications, I notice that you have an appointment on July 15 between 07:30 AM and 17:00 PM.
A person over the age of 18 must be present at the time of this appointment. If this is not the case, the technician will not be able to complete the service call, and a new appointment will have to be scheduled.
Also, if something unexpected happens, you can contact us to reschedule, for more information I am attaching the FAQ: https://fizz.ca/en/faq/how-do-i-manage-appointment-technician-visit- my-service-address
Thank you for understanding.
If I can help you with other information, I am at your disposal.