defective modem

Simon
Simon Posts: 142 ✭✭
in My Mobile

My current modem is faulty, and a FIZZ technician stated I should request the CODA 5610Q as a replacement. I contacted Fizz admin (via Chat) and, after reviewing the technicians’ notes, the rep (Elhadji) claimed I should “rest assurde that we can change your modem”. Our chat ended with claims whereby: (1) the issue was escalated to the “dedicated team” to expedite things, and
(2) that “we'll get in touch with you within 24 hours”
It’s been over a week and I have yet to hear from anyone at Fizz, nor have I received the replacement modem. I have not had reliable Internet since moving addresses and have had numerous possibly related issues (https://forum.fizz.ca/en/discussion/2664675/system-glitches#latest), and I find things very frustrating. I’ve sent Fizz another reminder via Chat this morning and am waiting … thoughts as to what else I can try?

Answers

  • Simon
    Simon Posts: 142 ✭✭
    edited February 18

    I'll update this post as I get meaningful replies within Fizz Chat session, but that has yet to happen, so I'm just waiting.

  • alexanderluo10890
    alexanderluo10890 Posts: 2,033 ✭✭

    Continue to contact them to make sure it gets updated.

  • Simon
    Simon Posts: 142 ✭✭

    that's what I'm doing, but not having consistent Internet, like I had before my move (only a few blocks away and, apparently, well serviced by Videotron/Fizz) is getting very frustrating

  • Whizz
    Whizz Posts: 27,210 admin

    Hello Simon,

    Sorry to hear about the issue.

    I verified the account and it appears that there are some signal issues with the modem.
    We`ve also checked and saw that some neighbors have issues with the signals, so in this case we must investigate a bit further with our team to check if a maintenance has to be declared or if we have to send a technician to your location with a new modem.

    In the meantime, I invite you to check the cables for any damage - test the modem in another power outlet to also see if the issue persists as more details can be found here : https://fizz.ca/en/faq/my-wi-fi-network-not-working-its-slow-or-it-cuts-what-do-i-do

    On the last note, I also saw that you are discussing with another agent on Live chat and the situation is being handled at the moment, so I advise you to continue the discussion there as we will close this thread.

    Thank you for your understanding.
    Have a good one ,
    Raul, Community Moderator

This discussion has been closed.

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