> ## Knowledge Base Index
> Fetch the complete knowledge base index at: https://aide.oxio.ca/sitemap.xml
> Use this file to discover available pages before exploring further.
> Pure-Markdown content can be obtained by appending a '.md' suffix to the content URLs listed in the sitemap (without the trailing slash).

# 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.

![](https://storage.crisp.chat/users/helpdesk/website/-/d/0/5/6/d05678891635d800/frame-421-1_yf6g2y.png)

## ${color}[#000000](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.

## ${color}[#000000](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.

### ${color}[#000000](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.

## ${color}[#000000](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?”__](https://oxio.ca/en/blog/articles/what-the-heck-does-tpia-mean)