Answered question

The technician never arrived. Why do I have to wait for the next available appointment instead of being prioritized?

Context: when I confirmed the time slot on the website, I was sent a notification confirming that a different time slot had been reserved. I contacted customer service to rectify it, and while they did fix it within the Fizz system, no body checked with the (I am assuming third party) technicians that their system matched. The technician came on a date I was not home, and despite several reassurances from customer service, no body arrived or even contacted me on the date the my appointment was actually scheduled. Now I have to wait until the next day before rebooking another appointment. This issue of the technicians not showing seems to be a common one. Why are people who go through this not prioritized? How hard can it be for Fizz to take care of getting a technician round asap? Instead I am told it is my problem and they don't care.

Liam
Liam

Liam

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Hi Liam

Sorry this has happened. I know it can be frustrating.

You will be able to reschedule another appointment yourself from the account by going to My Plans >> Manage Plan >> Appointments. Once 24 hours have passed since the appointment was due, the 'Reschedule' button will appear there. You can then choose a new date and time that's best suited for you.

The only suggestion I can offer is to check back often in case someone else cancels.

If you need to contact Fizz support, the chat is available between 8 am and 9 pm everyday at
https://fizz.ca/en/faq/how-do-i-manage-appointment-techni...
or any time at https://fizz.ca/en/contact-us

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Other answers

Manny
Manny

Manny

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Hi there, I would definitely contact support, they should be able to help with this. There are 3 ways to do so:

CHAT
Go to this page (any article will do) https://fizz.ca/en/faq/what-payment-methods-can-i-use
Log in if you're not already.
The business hours are every day from 8 a.m. to 9 p.m. (EST).
Wait 5 seconds for the bubble icon to appear at the bottom right of the browser and click on the icon to chat with support. Try a different browser if you have issues getting the bubble to appear.
If the chat bubble does not appear, this means that the number of sessions waiting for answers surpasses their processing capacity. If that happens, send them a private message via Facebook Messenger or Twitter.

FACEBOOK
You can also send a message via facebook messanger https://facebook.com/fizzca and click send a message (this is a bit slower but they'll get back to you for sure)

CONTACT FORM
You can also fill out a contact form from your account. Once logged in, from the account panel go to My Profile → Contact Form (the subjects are limited but just choose the closest to your issue) and fill out the form and someone will email you back at most the next day.

Good luck!

Fizz doesn't have its own technicians. The technicians who bring the modem and verify the signal work for Videotron. So I suppose that's why it's a bit messy.
Unfortunately in case when the technician doesn't show up there is no priority for you, and you should reschedule another appointment. The system isn't perfect :-(

You just ran into the bumps in the road of Fizz. They aim to offer a "cheaper" service and have to find ways to cut corners. That is also why there is no phone customer support. Signing with Fizz is kind of a gamble. When everything goes smoothly, you're happy because you don't pay for the extras, but when you run into problems, sometimes you wish you had paid for the extras.

So I guess it's just a matter of adjusting your expectations. You're not going to get a word class customer service, but when things go back to normal, you will get to enjoy the same things other big companies offer for a fraction of the price.

Cheers

Carlo
Carlo

Carlo

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3
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Liam, I'm sorry this happened and hope it resolves itself well. You'll have to contact customer support and put pressure to have the next most available.

Daniela
Daniela

Daniela

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Hi. Yes, is an unpleasant situation and YES is hard for Fizz to order a tech to come to you ASAP as Fizz do NOT have it's technicians. They use Videotron network and technicians. The system laung a request for technician at your address on your chosen time, and one of them (don't forget all are independent contractors, or "self-employed") accept the job. From that point on, he has his own scheduler of jobs to do. I think there is a "canceling" flag or email or something to show him job's status, but, they are humans too, possible he didn't see it in time.

MichelP
MichelP

MichelP

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4
5000 / 5000
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Liam,
Sorry for the disagreement...
You need to re-schedule online into your Fizz account a new appointment for an installation with the technician.
So_Ar's suggestion is good, try to get an early appointment during the day you are choosing.