I was assigned a *** number that is a long-distance call for anyone living in *******. I live in Lon

Caroline H. #17723

I was assigned a *** number when joining Fizz. I live in *******. My landline number is using *** too. My billing and shipping addresses with Fizz are in Longueuil.

When other people dial my Fizz cell phone number from my town though, it says they're trying to reach a long-distance number and need to dial 1 or 0. Same when I call myself. I discovered this a few days after joining Fizz and promptly let Fizz know over chat.

My mom cannot even make long-distance calls from her CHSLD, and she does need to contact me on my cell phone. She lives in Longueuil like me.

After discussing the issue with Fizz over chat, they sent me this email:

"I kindly want to inform you that we have just received the feedback from our technical team. They have informed us that from our side, everything should be just fine. You will have to contact both Vidéotron and Bell so they can set up your number in their systems as a local number."

Subsequently, I spent hours on the phone with both Videotron and Bell Canada.

Videotron says the number I was given by Fizz is associated with Laval and the Laurentides, and that is why it's a long-distance call from Longueuil. They were very nice, but could not fix the issue for me because I don't have an account with them, I have an account with Fizz. They told me Fizz will need to contact them to have the issue resolved.

(FYI, South Shore and North Shore of Montreal both use ***, although one side cannot contact the other without it being a long-distance call.)

Bell pretended they understood the problem and were able to fix it, and kept me waiting for an hour over the phone, then told me they could not do anything because they tried to reach Videotron to have the issue resolved and Videotron refused to help them. (I use Bell for my landline phone.) The number belongs to Videotron.

I relaid the information to Fizz using chat, I was told that their technical support will eventually get back to me. I never heard back.

Is this a common thing that Fizz will not take ownership of problems like these? What can I do now?

M T. #12340

Fizz support response is not fast and often it may take weeks before you get an answer or a problem resolution
You can always come back to support and ask for an update.
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You can also attemp to change your phone number to a "Longeuil" phone number (using info from https://areaphonecodes.com/canada/quebec/longueuil).
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To change your phone number goto My plan, Manage and Change this phone number
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You can also file a formal complaint by goto step 2 and eventually file a complaint to CCTS https://fizz.ca/en/faq/resolving-issues-step-3

Annick M. #1972

Tickets can take weeks to be answered.
You could tried to change your phone number in my plan, manage and change this phone number, it may be faster... or asked by chat that they change it for you that way you can make sure they give you a good one.

Whizz

Hello Caroline,
Apologies for the unpleasant experience you have encountered.
Rest assured that we will do our best to have this delicate matter handled properly by our specialized teams, as they seek the best and most efficient way this issue can be addressed and make sure that everything will be properly setup for you to no longer encounter such issue in the future.
We are counting on your patience and understanding.
Have a lovely day.
Catalin

Caroline H. #17723

Hello MT
Fizz gave me a phone number associated to Lachute: https://www.pagesjaunes.ca/fs/450/331 no wonder it's long-distance from Longueuil! I hope they own up to this. I find this out by googling. I hope I had that information when I called Videotron and Bell.
> Tous les appels commençant par 450-331 proviennent d'un Téléphone mobile sont opérés par Videotron General Partnership et sont localisés dans la ville de Lachute, QC.

Caroline H. #17723

Hi Catalin,
I just googled and found out that the phone number Fizz gave me belongs to Lachute.
Tous les appels commençant par ***-*** (censored) provennant d'un Téléphone mobile sont opérés par Videotron General Partnership et sont localisés dans la ville de Lachute, QC.

Bozo

I understand well your concern, but I think also that the fastest way to solve it would be to change your number using the option: change this number in manage my plan and choose a number that will be local call in your area.