Why is it taking so long to get an update on my request?

If you’re waiting on a technician visit, a speed change, or an address check, our team may have likely mentioned: “We’ve placed the request and will follow up once it’s processed.”

This means we’ve submitted your request to the network provider (the company that owns the physical lines in your area) and are waiting for their confirmation.

How long does a request normally take?

Because we rely on external providers, procedures vary by province and provider. In some cases, it can take up to 5 business days for them to process a request. Rest assured, our team monitors these daily and will update you the second we hear back.

Why the wait? (The TPIA factor)

oxio is a TPIA (Third-Party Internet Access) provider, meaning, we don't own the physical cables or employ the technicians who visit your home.

What this means for you:

• 🗓️ Third-Party scheduling: We book appointments and activations through the network owner’s system. We’re subject to their technician availability and internal timelines.

• 🧑‍🔧 Different uniforms: When a technician arrives, they’ll be from the local network owner (e.g., Rogers, Videotron, Cogeco, etc.), not in oxio gear.

• 📱 External calls: You might receive a confirmation call from the large network provider rather than from us.

Want to dive deeper?

If you're curious about how the internet industry works behind the scenes, check out our blog article: “What the heck does TPIA mean?”

Updated on: 01/04/2026