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.

COVID-19 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. To help ensure this, before entering the technician will ask a series of COVID-19 related screening questions. Should they not be able to enter at this time, they’ll discuss alternative solutions with you.

While inside, the technician will be wearing a protective mask and face or eye protection. Our technicians are also equipped with safety kits that also include protective gloves, hand sanitizer and disinfectant wipes as part of our enhanced sanitation measures.

During the appointment in your home, it’s suggested but not mandatory that our customers wear a face covering for their own safety and comfort. If you are going to be in the same room as the technician, please maintain a distance of at least 2 metres.

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.

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 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 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.