How to prepare for a Service Technician Appointment

Before your Appointment

  • Make sure that someone over the age of majority will be home for the appointment window.
  • Please ensure someone at home knows the WiFi Network name and password as it may be necessary for troubleshooting.
  • 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.

Things to remember on your appointment day

  • 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 EnRouteTM 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 may not be available in your area. Learn more about Fido EnRoute here.

If your appointment gets cancelled

Sometimes, if an area issue is identified, your appointment may need to be cancelled.

You would be notified of the cancellation by: SMS text message, email, phone etc. (the communication method chosen when you booked your appointment).

If that happens, we'll work to resolve the issue as soon as possible and you'll have to reach out to re-book your appointment.

Permissions needed

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, they can provide written consent. You'll need to:

  1. Download the Letter of Permission (PDF)
  2. Have the homeowner sign the document
  3. Provide it to the technician

Health and Safety Protocols

When a technician needs to enter a home to fix an issue, it will be at their discretion with everyone’s safety as the main concern. Should they not be able to enter at this time, they’ll discuss alternative solutions with you.