My plan wasn't changed as requested

C_W
C_W Posts: 2
edited March 8 in My Mobile

Hi,

I changed my plan on February 15th to include the US and received confirmation that the change would be applied for my billing cycle starting on February 21st.

I am now in the states and when dialing Montreal I get a message saying that calling from the US is not supported on my plan. I can text without a problem though.

Checking my plan I see that the coverage doesn't appear to have been updated. Is this related to the problems with US roaming going on right now? or is it a problem with my account?

Best Answer

  • Whizz
    Whizz Posts: 14,383
    Answer ✓

    Hello C_W,
    I am sorry for the situation encountered,
    I have verified your account and I see that you were able to contact our customer support team.
    The plan change seems to be cancelled.
    Also, I can see that you managed to place a new order to change the plan.
    The changes will be made at the beginning of your next payment cycle.
    On this FAQ you can see more details: https://fizz.ca/en/faq/how-do-i-change-my-mobile-plan

    Thank you for your cooperation and understanding!
    Have a good day!
    -Eugen

Answers

  • Dapfizzer
    Dapfizzer 🎯 💲 ⭐ :REFERRAL CODE: ⭐ 2PMA6 ⭐ :CODE RÉFÉRENCE: ⭐ 💲 🎯Posts: 10,185
    edited March 3

    @C_W


    Hi,

    here's how to contact Fizz’s support team directly to inquire about that issue whit your plan, they will be able to do some further investigation and give you precise answers. 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

  • C_W
    C_W Posts: 2

    Ah, so it is expected that the chat bubble does not appear. I will try the other methods

  • Dapfizzer
    Dapfizzer 🎯 💲 ⭐ :REFERRAL CODE: ⭐ 2PMA6 ⭐ :CODE RÉFÉRENCE: ⭐ 💲 🎯Posts: 10,185

    @C_W


    Wait a few minutes and try again, you should be able to access the chat. Also, sometimes it is easier to access through the French version of Fizz’s siteweb.

    Try it with this link, and don’t worry, you can still converse in English with the service, going through the French link will not affect the language used for your conversation with the service: https://fizz.ca/fr/faq/etat-services

  • Rydock
    Rydock Posts: 205

    IT is ok now?

  • Hello @C_W, some users roaming in the US were experiencing calling issues and there are multiple posts on this, but seems to be resolved or close to it. Your issue may be with your account, a bug or internal error. I suggest you reach out to Fizz Customer Service by logging in, go to My Settings and Contact Form to submit a complaint, it opens a Support Ticket and the exchange occurs over the email address registered on your account. Best of luck.

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