Answered question

I canceled my reservation but I needed to reschedule. Will I have to pay again for modem?

I have this issue. This morning I was charged for a modem (I already have one). I just want to activate my Internet plan but I want to get refunded for that amount they took this morning but the new modem (I dont need and I canceled it). Will I be refunded? How should I process just to activate my Internet plan without paying another Modem?

Thank you



User level
21 / 100


I would suggest you to contact Fizz's customer service on line (about fees , you've been charged and for the second Fizz modem you have.

Here, we are Fizz users like you.

To chat with them online, (from 8h00 to 21h00).
Open a session online an go to your account:


A green bubble will appear down the right page. When you see it, click on it
The chat is on...

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Other answers

Do you have a modem from Fizz?

You need to have a Fizz modem in order to use Fizz internet.


You can log into your Fizz account to reschedule or cancel your technician visit up to 20 hours before your appointment. Service calls (for repairs), however, are the exception. 

To reschedule your technician appointment:
  1. Log into your account and go to Manage plan.
  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.
    • Beware — if you just finished scheduling your appointment, please allow a 3-hour delay for the Reschedule button to appear in your account.
  • 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.

To reschedule or cancel on the same day as your appointment, you must do so via a member of our Customer Service team : simply log into your Fizz account and click on the chat bubble in the bottom right corner of this page during our business hours.


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.  




User level
21 / 100

Will I be reimbursed for the second modem? I was able to cancel it successfully.

How can I reprogram my service with Fizz with the current Fizz Modem I have already?

You need to return the modem when you close the contract, therefore, you did not


IMPORTANT: You are required to return your Fizz Wi-Fi modem within 15 days after your unsubscription date.

How to mail your Wi-Fi modem to Fizz headquarters:

  1. Put your Wi-Fi modem in a suitable box. What size box do I need?
  2. Download, print or write down your return ID number, which was on the final step of the unsubscribe process. Canada Post will need this number to print your free return label. How do I find my return ID number?
  3. Drop your boxed Wi-Fi modem off at the nearest Canada Post deposit location. Find a deposit location


Once your Wi-Fi modem has been handed off to Canada Post, keep the receipt you’ll receive. On it, you’ll find the tracking number to follow your package.