Question 1

What happens after I submit my order?

Accepted Answer

We’ll email you an order confirmation. Upon shipment, you’ll be sent a courier tracking number and your equipment will arrive within 1-2 business days for most locations. Your equipment delivery will include an easy setup guide. The Rogers Xfinity app also provides step-by-step instructions to test and successfully set up your internet modem and home WiFi network.

By the time your services are set up in your home, your account and services will be automatically activated on the Rogers network and ready to use.

If you need help, visit rogers.com/selfinstall for how-to videos and 24/7 Live Chat, or call us anytime.

Question 2

Do I have to be home to receive my delivery?

Accepted Answer

Usually, no. But for some orders, you’ll have been asked to choose a delivery appointment time when placing your order. In these cases, you’ll need to be home for the equipment drop-off and a technician will complete any work needed outside or inside your home at that time to enable your self-install.

Question 3

Will anyone need to enter my home?

Accepted Answer

Usually, no. But for some orders, you’ll have been asked to choose an appointment time for equipment delivery during which a technician will also confirm that your home network connection is ready to enable successful self-install.

If any work is needed inside your home, as part of strict health and safety protocols the technician will ask your permission and a set of questions before entering. The technician will wear a protective mask or face shield while inside and will be equipped with protective gloves, hand sanitizer and disinfectant wipes. These procedures also apply if you choose our Pro Install option.

Question 4

Can I request to have a technician install my services?

Accepted Answer

Yes, you can upgrade to a Pro Install for an additional fee.3 You can opt into Pro Install during checkout, or simply call us to order your services and schedule an appointment. Learn more about preparing for a Pro Install here.

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