my phone is not connecting to the network, why?

Judith P. #29650

I have 2 sims for my account. Both have been activated within an hour of each other. Both sims were transfered numbers from videotron. the first one worked without issues, but the second sim doesnt. My videotron sim stopped working so I put the fizz sim but it is on emergency calls only. The APN is set properly but when I try to find the fizz network, it doesnt show up. I have tried restarting the phone, selecting a network manually and selecting a network automatically. When i log into my account and find this plan, it says it is still pending activation. But my previous number (videotron) is already disconnected. What can I do? ps the initial activation was done 12 hours ago

Mike

Hi Judith

You should contact the support, for the pending activation. However, it is strange that you do not find the Fizz network.

Is your phone compatible?

https://fizz.ca/fr/faq/appareils-compatibles

Can you try the sim to the other phone?

In case of problem, you can contact Fizz support by chat

1- Log in to your account (see top right).
2- Any ad blocker in your browser must be disabled.
3- You must be on a help sheet: https://fizz.ca/en/faq/how-do-i-fix-payment-issue
4- The green bubble should appear in bottom right of the page

Justin

Hi Judith,

I think you should contact Fizz support for that kind of question:

To contact support by chat you must be within hours of operations for a quick response, otherwise leave your message and they will contact you.

1- Log in to your account
2- In the right corner (bottom) click on the “?” and type your question in the little “chat”.

Otherwise, simply leave a message on the platform of your choice, be it Facebook Messenger, iMessage, WhatsApp or privately on Twitter.

Gabriele G.

Try to contact the support and maybe double check that your phone is compatible with thenFizz network. However, if you see the Fizz network, it is strange that It is not working.

Pascal L. 40582

Contact Fizz technical support on chat.

StefanM

You need to wait until your plan is actually activated.
Takes normally 30 minutes

Whizz

Hello Judith,
Apologies for the unpleasant situation.
I have verified your account and it seems that the transfer request for the second number got stuck in pending, therefore I have created a ticket towards our technical team and they will complete the order manually. Once everything will be corrected, we will update you by e-mail.
Thank you for your understanding.
Have a good day.
Catalin