I added a travel package and its all used up?

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jbigio
jbigio Posts: 1 ✭✭
edited March 2022 in About my account

We added a travel package for the US 24 Hours before leaving but its all used up already. Is it possible that the plan kicked in while we were still Canada?

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  • Dapfizzer
    Dapfizzer Posts: 10,182 ✭✭
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    @jbigio


    However, for that add-on to have been fully used in less than 24h, it most likely has a data consumption by your device, or a quite other problem.

    So that's why I suggest you to contact Fizz’s support team directly to inquire about this possible issue whit your data, they will be able to do some further investigation to correct this situation. You can do it by opening the following link: https://fizz.ca/en/faq/status-services and simply scroll down until you see the green bubble, than click on it to start your chat session with the customer service.


    If the chat bubble still does not appear at the bottom of the page, on the right, after a few seconds, the number of pending sessions is higher than the service’s processing capacity. At that time, you can leave a message on the other proposed communication channels:

    -By private message on Facebook/Messenger: https://facebook.com/fizzca.

    -By private message on Twitter : https://mobile.twitter.com/fizz_ca

    -Whatsapp : (438) 393-5814

Answers

  • Dapfizzer
    Dapfizzer Posts: 10,182 ✭✭
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    @jbigio


    Hi,

    maybe cuz' Add-Ons are active immediately. They’re valid until the end of your next payment cycle.

    In other words, if there are 10 days left on your current payment cycle, your Add-On will be valid for approximately 40 days.

    Source: https://fizz.ca/en/faq/what-is-an-add-on-and-how-do-i-buy-one

  • Clive_ref_code_73TF9
    Clive_ref_code_73TF9 Posts: 545 ✭✭
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    Hello @jbigio, add-ons come in to effect immediately and expire at the end of your next payment period, so in this case it would expire end of March. I suggest:

    • look at your transaction and usage histories to see if these indicate what happened
    • are all the features of the add-on depleted (calling, texting and data)?
    • another method of contacting Fizz Customer Service is to log in, go to My Settings and Contact Form. Submit your complaint there, ideally include a screenshot of the add-on purchased and histories. This opens a Support Ticket and happens over the email address registered in your account.

    Happy, safe travels

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