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

  1. How can I plan the visit of a technician?

    The process of booking an appointment varies depending on your reason for booking a technician.

     

    Important: A person over 18 years old must be present at the time of all technician appointments. If that is not the case, the technician must leave, and a new appointment will have to be scheduled.

     

    Here are some reasons why you may need a technician to visit your service address:
    1. You just subscribed. A technician needs to check/configure your connection and deliver your Wi-Fi modem. See: Choose your installation option in Subscription
    2. You need to add or relocate an outletSee: I would like to add or relocate an outlet
    3. You’re moving. See: How do I move my Fizz Home Internet plan to a new address?
    4. You need to replace your Wi-Fi modem (it’s lost or not functioning correctly). See: I connected my device using a network cable, but I still have no connection to the internet. How do I fix it?
    5. You are unpausing your plan and no longer have a Wi-Fi modem. See: I unpaused my plan, but need a new Wi-Fi modem. How do I get one?
    6. Your Home Internet service was diagnosed by our Customer Service team with a malfunction, and a technician must make a service call. See: If the appointment is a service call (for repairs).

  1. How do I view my appointments?

    You can log into your Fizz account any time to see your past and future technician appointments. Service calls(for repairs), however, do not appear in your account. 

    To view your Fizz technician appointments:
    1. Log into your account and go to Manage.
    2. Click on Appointments.
    3. Here you will be able to see a complete list of all your past and future appointments.
    4. You will also be able to reschedule and cancel future appointments.

  1. How do I change or cancel an appointment?

    You can log into your Fizz account to reschedule or cancel your technician visit up until the day of your appointment. Service calls(for repairs), however, are the exception. 

    To reschedule or cancel on the same day as your appointment, you must do so via a member of our Customer Service team : how to contact us
    Open a live chat with the Fizz Customer Service team

    To reschedule your technician appointment:
    1. Log into your account and go to Manage.
    2. Click on Appointments.
    3. Here you will be able to see a complete list of all your past and future appointments.
    4. Scroll to the appointment you wish to modify.
    • To reschedule an appointment, click on Reschedule.
      • This will open the booking interface. Select a new day and time slot and click Save.
    • To cancel an appointment, click on Cancel.
      • On the next screen, confirm that you wish to cancel this appointment by clicking Cancel again.

     

    The Reschedule and Cancel buttons won't be visible in your account within 20 hours of the appointment time, because the tool cannot change the technician's schedule for the day. In this case, you have to contact us to modify your appointment.

    You can reschedule your appointment up to three (3) times. If you try to reschedule a fourth time, your subscription will be automatically cancelled, and you’ll have to restart the process all over.  

     

  1. What if I receive an email for the failure of an appointment?

    Here are some reasons why an appointment with a technician has failed at your service address:
    1. The appointment could not take place (you were absent at the appointment, the technician did not come, there was no one 18 years old or older present at the appointment with a technician ...): you must reschedule the appointment using the email or notification link.
    2. You no longer want to install Fizz Home Internet at your service address: you must cancel the appointment by using the email or notification link.
    3. During his visit, the technician informed you that it was impossible to install Fizz Home Internet at your service address: you must then cancel the appointment by using the email or notification link.
    4. You do not know the reason for your unsuccessful appointment: you must then contact us

  1. Frequently asked questions (and their answers)

    If your appointment is for a service call (for repairs), click here.

     
    Is my appointment still happening? Where’s the technician? Did I miss the appointment?
    • Check the time slot of your appointment. To do so, log into your Fizz account. Select your Home Internet plan and click on My Appointments. The time slot you see there is your reference.

    • If the technician is planning to be at the address earlier or later, he’ll let you know by calling you at the number you provided when you planned this appointment.

     

    I haven’t been contacted by the technician. Is that normal?
    • The technician won’t contact you if he plans to be there within the time slot reserved. He’ll only contact you if he is early or late based on what was planned.

    • To check the time slot reserved for your appointment, log into your Fizz account. Select your Home Internet plan and click on My Appointments. The time slot you see there is your reference.

     

    Can I change the day or time of my appointment, even at the last minute?
    • If there is more than 20 hours left before your appointment, log into your Fizz account. Select your Home Internet plan and click on My Appointments. You’ll then have the opportunity to reschedule your appointment.

    • If there is less than 20 hours before your appointment, the option to modify your appointment won’t be offered to you in your account. You must at that point contact our Customer Service team using the chat bubble that appears in the lower right-hand corner of the screen (within our business hours). They’ll be able to let the technician know and reschedule your appointment.

  1. Important things to know for any technician visit

    Your equipment should be easily accessible. Make sure to move ahead of time any furniture that may complicate things for the technician.

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

    If you’re the owner of a household pet, make sure to keep it away from the rooms where the technician will be working. This way, they’ll be able to complete the work without disturbing your companion.

     

  1. If the appointment is a service call (for repairs)

    If your Home Internet service was diagnosed by our Customer Service team with a malfunction, a technician will be sent to your service address for a service call.

    You will receive an email confirming the date and time for this appointment. Keep it for future reference because a service call appointment does not appear in your Fizz account.

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

    A service call is free of charge unless one of your personal equipment or a modification of your installation done by you or a third party is the source of the problem. In that case, the technician will inform you of any applicable incremental fees before working on anything, and upon your approval these fees will be automatically added to your next monthly payment.

    Based on the nature of the work required, the technician may have to drill, for example, a hole in an exterior wall. If you are a building tenant, make sure you have the owner’s authorization beforehand for such circumstances. If you have shared ownership of your property, it’d be important for you to be familiar with the rules of your association in regard to such matter.

    If you need to modify the date or time of the service call, you must contact our Customer Service team: simply click on the chat bubble in the bottom right corner of this page during our business hours.