When you sign up for one of our services we ask that you provide us with three tentative dates which you would like your service installed on.
We submit these dates to our last mile vendor (the incumbent internet provider in your area such as Bell, Bell Aliant, Shaw, Rogers, Cogeco, Videotron, Telus, etc.) who then selects one of the three dates where they have a technician timeslot available in your area.
Generally speaking, we are able to get one of the dates you requested and all is well. Unfortunately, there are instances where no technician slots are open in your area on the dates that you requested. In these cases, our vendor will provide us with an installation timeframe which falls on a date that you did not request or within a timeslot that you did not request.
If this situation has happened to you, we sincerely apologize for any inconvenience it may have caused for you and your family.
Please note that we will send you a confirmation email once we have received a confirmed date from our vendor. Until you receive this email, we recommend that you do NOT book time off work for any specific date if at all possible.
