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com.rogers.livesite.controller.form.EmailArticleFormController sendEmailArticle fido/content on false false component.support.content.article. [User-Agent] = [CCBot/2.0 (https://commoncrawl.org/faq/)] [X-dynatrace-Origin-URL] = [https://www.fido.ca/consumer/content/preparing-for-your-service-technician] [Accept-Encoding] = [gzip] [True-Client-IP] = [3.236.212.116] [X-Akamai-Edgescape] = [georegion=288,country_code=US,region_code=VA,city=ASHBURN,dma=511,pmsa=8840,msa=8872,areacode=703,county=LOUDOUN,fips=51107,lat=39.0438,long=-77.4879,timezone=EST,zip=20146-20149,continent=NA,throughput=vhigh,bw=5000,network=aws,asnum=14618,network_type=hosted,location_id=0] [X-dynaTrace] = [FW4;1415312027;14;1073499953;439395772;7;-1151093806;294;2641;2h01;3h3ffc4f31;4h1a30a5bc] [X-WebLogic-KeepAliveSecs] = [30] [Proxy-Client-IP] = [3.236.212.116, 23.56.172.63] [X-dynaTrace-Application] = [1%3B1%3B02988af77a4c58f7] [X-ruxit-Apache-ServerNamePorts] = [www.fido.ca:8443] [Cookie] = [dtCookie==3=srv=14=sn=73153A347859D4C464CB6669D2FF850A=perc=100000=ol=0=mul=1=app:02988af77a4c58f7=1] [Akamai-Origin-Hop] = [2] [Accept] = [text/html,application/xhtml+xml,application/xml;q=0.9,*/*;q=0.8] [Connection] = [Keep-Alive] [Host] = [www.fido.ca] [Pragma] = [no-cache] [X-WebLogic-Force-JVMID] = [1002084856] [Via] = [1.1 v1-akamaitech.net(ghost) (AkamaiGHost), 1.1 akamai.net(ghost) (AkamaiGHost)] [TE] = [chunked;q=1.0] [X-Akamai-CONFIG-LOG-DETAIL] = [true] [Cache-Control] = [no-cache, max-age=0] [X-DataStream-Session-Id] = [8af75138-6145c73c-53c1a01] [X-Forwarded-For] = [3.236.212.116, 23.56.172.63] [X-dynaTrace-RequestState] = [agentId=0x3ffc4f31&pathDepth=1] [Accept-Language] = [en-US,en;q=0.5] content preparing-for-your-service-technician on =3=srv=14=sn=73153A347859D4C464CB6669D2FF850A=perc=100000=ol=0=mul=1=app:02988af77a4c58f7=1 /default/main/internet/fido/WORKAREA/common en_US kjas0tad 2021-05-20 10:54:40 true site/support kjas0tad templatedata/site/support/data/Internet/Technical-Support/preparing-for-your-service-technician 1621952144 2021-05-25 10:17:25 /default/main/internet/fido/STAGING /default/main/internet/fido preparing-for-your-service-technician 1621952228961 2021-05-25 10:17:25 /default/main/internet/fido/WORKAREA/common/templatedata/site/support/data/Internet/Technical-Support/preparing-for-your-service-technician templatedata/site/support/data/Internet/Technical-Support/preparing-for-your-service-technician 1 true preparing-for-your-service-technician ab, bc, mb, nb, nl, ns, nt, nu, on, pe, qc, sk, yt en, fr Internet customer how_tos 1621522138874 How to prepare for a Service Technician Appointment Follow these easy steps to prepare and help your service technician appointment run smoothly, as well as the important details regarding your appointment window. Also learn how to return your Fido Internet equipment. How to prepare for a Service Technician Appointment <p>On the day of your appointment:</p> <ul> <li>Make sure that someone over the age of majority will be home for the appointment window.</li> <li>Ensure coax outlets and cables are easily accessible.</li> <li>If you live in an apartment or multi-dwelling unit, the technician may need access to the cable room to resolve the issue. If applicable, please let your property manager know that we are coming. </li> <li>If you need to cancel or reschedule your appointment for any reason, you can <a href="https://www.fido.ca/consumer/contact-us">contact us</a> anytime as well. </li> </ul> <h2>Important details regarding your appointment</h2> <ul> <li>The technician can arrive at any time during the appointment window and may need to work past the scheduled end time to complete the work. </li> <li>On the day of the appointment, the technician will call ahead to let you know they are coming. If they can&rsquo;t reach you, they may have to cancel the service call and move on to their next appointment. </li> <li>Also, if you opted-in for Fido EnRoute TM via SMS when setting up the appointment, it will let you know when your technician is on route and provide you with a live map with real-time updates on their arrival time. It&rsquo;s another way that we&rsquo;re working to save you time. <ul style="list-style-type: circle"> <li><strong>Note:</strong> Fido EnRoute TM may not be available in your area. Learn more about Fido EnRoute <sub>TM</sub> <a href="https://forums.fido.ca/t5/Fido-Community-Blog/Fido-EnRoute-is-here-to-save-you-time/ba-p/95056">here</a>. </li> </ul> </li> <li>If an area issue is identified, your service call may be cancelled. If that happens, rest assured that the issue will be resolved as soon as possible. You would also be notified of the cancellation by the method chosen when booking the appointment (SMS text message, email, etc). </li> <li>Permission from the homeowner may be required to complete work. For example, drilling, running new cables, placing temporary lines, etc). <ul style="list-style-type: circle"> <li> If the homeowner will not be present during the appointment, you can also find the <strong>Letter of Permission</strong> <a href="https://www.fido.ca/cms/fido/user-guide/support/pdfs/Internet/English/Fido_Home-Internet_Letter-of-Permission_ENG.pdf">here</a> for the homeowner to sign and have ready for the technician. </li> </ul> </li> </ul> <h2>COVID-19 expectations.</h2> <p>Our technician will make every effort to resolve the issue from outside the premises, including walking you through steps or checks remotely using our Blitzz video conferencing software.</p> <p>If they do need to enter the home to fix your issue, it will be at their discretion with everyone's safety as the main concern. To help ensure this, before entering the technician will ask a series of COVID-19 related screening questions as well. Should they not be able to enter at this time, they&rsquo;ll discuss alternative solutions with you.</p> <p><strong>Note: </strong>If the service technician only needs to replace equipment to resolve the issue (example: modem), they may drop the equipment at the door. We are also requesting all equipment returns be sent back, cost-free, through Canada Post as stores may only be open for essential services due to COVID-19. You can also find those instructions <a href="https://www.fido.ca/consumer/content/return-internet-equipment">here</a>.</p> <ul> <li><a href="https://www.fido.ca/consumer/content/return-internet-equipment">How to Return Fido Internet Equipment</a></li> </ul> Prepare for appointment, Service technician appointment easy steps, appointment window, resolve issue cancel appointment, reschedule appointment return fido internet equipment, important details technician, Fido On-Route, booking appointment Service technician appointment Comment se préparer à un rendez-vous avec un technicien Suivez ces étapes simples pour assurer le bon déroulement de votre rendez-vous avec le technicien ainsi que pour obtenir des renseignements importants au sujet de votre rendez-vous. Découvrez également comment retourner votre équipement Fido Internet. Comment se préparer à un rendez-vous avec un technicien <p>Le jour de votre rendez-vous :</p> <ul> <li>Assurez-vous qu&rsquo;une personne majeure sera &agrave; la maison au moment du rendez-vous.</li> <li>Assurez-vous que les prises et les c&acirc;bles coaxiaux sont facilement accessibles.</li> <li>Si vous habitez dans un appartement ou dans un immeuble &agrave; logements, le technicien pourrait devoir acc&eacute;der &agrave; la salle des c&acirc;bles pour r&eacute;gler le probl&egrave;me. Le cas &eacute;ch&eacute;ant, veuillez aviser votre gestionnaire d&rsquo;immeuble du moment de notre arriv&eacute;e. </li> <li>Si vous devez annuler ou reporter votre rendez-vous pour une raison quelconque, vous pouvez <a href="https://www.fido.ca/consumer/contact-us">nous contacter</a> &agrave; tout moment. </li> </ul> <h2>Renseignements importants au sujet de votre rendez-vous</h2> <ul> <li>Le technicien peut arriver &agrave; n&rsquo;importe quel moment durant votre plage de rendez-vous et il pourrait devoir rester plus longtemps que pr&eacute;vu pour effectuer le travail. </li> <li>Le jour du rendez-vous, le technicien vous t&eacute;l&eacute;phonera avant de se rendre &agrave; votre domicile. S&rsquo;il ne peut pas vous joindre, il devra peut-&ecirc;tre annuler et passer &agrave; son prochain rendez-vous. </li> <li>De plus, si vous vous &ecirc;tes inscrit aux textos Fido EnRouteMC lors de la prise de rendez-vous, vous recevrez un avis quand votre technicien sera en route et vous pourrez suivre son arriv&eacute;e sur une carte mise &agrave; jour en temps r&eacute;el. Voil&agrave; une autre fa&ccedil;on de vous faire gagner du temps. <ul style="list-style-type: circle"> <li><strong>Remarque : </strong> Il est possible que Fido EnRouteMC ne soit pas offert dans votre r&eacute;gion. Cliquez <a href="https://forums.fido.ca/t5/Fido-Community-Blog/Fido-EnRoute-is-here-to-save-you-time/ba-p/95056">ici</a> pour en savoir plus sur Fido EnRoute<sub>MC</sub>. </li> </ul> </li> <li>Si un probl&egrave;me est d&eacute;cel&eacute; dans le secteur, votre rendez-vous pourrait &ecirc;tre annul&eacute;. Si cela se produit, sachez que le probl&egrave;me sera r&eacute;solu dans les plus brefs d&eacute;lais. On vous informera &eacute;galement de l&rsquo;annulation par la m&eacute;thode choisie lors de la r&eacute;servation du rendez-vous (texto, courriel, etc.). </li> <li>L&rsquo;autorisation du propri&eacute;taire peut &ecirc;tre n&eacute;cessaire pour effectuer les travaux (par exemple pour percer des murs, installer de nouveaux c&acirc;bles ou des lignes temporaires, etc.). <ul style="list-style-type: circle"> <li>Si vous croyez que le propri&eacute;taire ne sera pas pr&eacute;sent lors du rendez-vous, vous trouverez <a href="https://www.fido.ca/cms/fido/user-guide/support/pdfs/Internet/French/Fido_Home-Internet_Letter-of-Permission_FR.pdf">ici</a> <strong>la lettre d&rsquo;autorisation</strong> &agrave; faire signer par le propri&eacute;taire et &agrave; remettre au technicien. </li> </ul> </li> </ul> <h2>Attentes relatives &agrave; la COVID-19</h2> <p>Notre technicien mettra tout en &oelig;uvre pour r&eacute;gler le probl&egrave;me &agrave; l&rsquo;ext&eacute;rieur du domicile, notamment en vous guidant dans la marche &agrave; suivre ou en effectuant des v&eacute;rifications &agrave; distance &agrave; l&rsquo;aide de notre logiciel de vid&eacute;oconf&eacute;rence Blitzz.</p> <p>S&rsquo;il doit entrer dans le domicile pour r&eacute;gler le probl&egrave;me, il le fera &agrave; sa discr&eacute;tion, la s&eacute;curit&eacute; de chacun &eacute;tant une priorit&eacute;. Pour s&rsquo;en assurer, le technicien vous posera &eacute;galement des questions de d&eacute;pistage sur la COVID-19 avant d&rsquo;entrer. S&rsquo;il n&rsquo;est pas en mesure d&rsquo;entrer &agrave; ce moment, il vous proposera d&rsquo;autres solutions.</p> <p><strong>Remarque :</strong> Si le technicien doit seulement remplacer l&rsquo;&eacute;quipement pour r&eacute;soudre le probl&egrave;me (p. ex. le modem), il peut d&eacute;poser l&rsquo;&eacute;quipement &agrave; la porte. On demande &eacute;galement que tous les retours d&rsquo;&eacute;quipement soient envoy&eacute;s, sans frais, par Postes Canada, car il est possible que les magasins soient ouverts uniquement pour les services essentiels en raison de la COVID-19. Vous pouvez aussi trouver ces directives <a href="https://www.fido.ca/consumer/content/return-internet-equipment">ici</a>.</p> <ul> <li><a href="https://www.fido.ca/consumer/content/return-internet-equipment">Comment retourner de l&rsquo;&eacute;quipement Fido Internet</a></li> </ul> se préparer pour un rendez-vous, technicien, prendre un rendez-vo rendez-vous avec un technicien de service, Fido EnRoute étapes simples, plage de rendez-vous, détails importants régler un problème, annuler un rendez-vous reporter un rendez-vous, retourner de l’équipement Fido Internet rendez-vous avec un technicien de service 6LfFoRATAAAAAF4k8pYifmzO12cKXzERsY-nUGdh

How to prepare for a Service Technician Appointment

On the day of your appointment:

  • Make sure that someone over the age of majority will be home for the appointment window.
  • Ensure coax outlets and cables are easily accessible.
  • If you live in an apartment or multi-dwelling unit, the technician may need access to the cable room to resolve the issue. If applicable, please let your property manager know that we are coming.
  • If you need to cancel or reschedule your appointment for any reason, you can contact us anytime as well.

Important details regarding your appointment

  • The technician can arrive at any time during the appointment window and may need to work past the scheduled end time to complete the work.
  • On the day of the appointment, the technician will call ahead to let you know they are coming. If they can’t reach you, they may have to cancel the service call and move on to their next appointment.
  • Also, if you opted-in for Fido EnRoute TM via SMS when setting up the appointment, it will let you know when your technician is on route and provide you with a live map with real-time updates on their arrival time. It’s another way that we’re working to save you time.
    • Note: Fido EnRoute TM may not be available in your area. Learn more about Fido EnRoute TM here.
  • If an area issue is identified, your service call may be cancelled. If that happens, rest assured that the issue will be resolved as soon as possible. You would also be notified of the cancellation by the method chosen when booking the appointment (SMS text message, email, etc).
  • Permission from the homeowner may be required to complete work. For example, drilling, running new cables, placing temporary lines, etc).
    • If the homeowner will not be present during the appointment, you can also find the Letter of Permission here for the homeowner to sign and have ready for the technician.

COVID-19 expectations.

Our technician will make every effort to resolve the issue from outside the premises, including walking you through steps or checks remotely using our Blitzz video conferencing software.

If they do need to enter the home to fix your issue, it will be at their discretion with everyone's safety as the main concern. To help ensure this, before entering the technician will ask a series of COVID-19 related screening questions as well. Should they not be able to enter at this time, they’ll discuss alternative solutions with you.

Note: If the service technician only needs to replace equipment to resolve the issue (example: modem), they may drop the equipment at the door. We are also requesting all equipment returns be sent back, cost-free, through Canada Post as stores may only be open for essential services due to COVID-19. You can also find those instructions here.