Internet outage since July 4th and unclear customer support — need advice

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Lou12
Lou12 Posts: 2 ✭
edited July 8 in My Mobile
Hello,
I have been without home internet service since July 4th. Despite multiple contacts with customer support, I keep receiving the same vague response: “our technicians are working on it.” My neighbors have internet, so the issue seems specific to my installation.
Customer support won’t provide a clear resolution date or updates, and they refuse to connect me with a manager.
Has anyone experienced a similar situation with Fizz? How did you manage to get the issue resolved faster?
What should I do if customer support doesn’t respond clearly or promptly?

Thank you for your advice.

Answers

  • elena code xzi4t
    elena code xzi4t Posts: 12,410 ✭✭

    Hi @Lou12
    If your neighbours have a cable internet, it seems a problem specific to your home, therefore a tech should be sent to solve it.

    @Whizz can you take a look and have the right action taken?

  • Whizz
    Whizz Posts: 25,462 admin

    Hello @Lou12 ,

    I am sorry to hear you have this issue.

    Please know that I have verified your modem and signals - your modem is online, and your signals are within the normal parameters.

    Please restart your modem - unplug it from the power outlet, wait a few minutes (10 seconds is often sufficient), then plug it back in. Ensure all lights on the modem turn off before plugging it back in. Allow a few minutes for the modem to fully power back on and reconnect to the network. You can see more details here: https://fizz.ca/en/faq/my-internet-service-not-working-what-do-i-do

    If the issue persists after that, please reach out to our agents, they will assist you further. You can contact us by clicking on this link: https://fizz.ca/en/support

    Thank you for understanding!
    Have a good day!
    -Alexandra, Community Moderator

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