Internet plan not in my account. Can't cancel nor change plan.

fizzelo Posts: 2 ✭✭
edited May 2022 in Internet


Did anyone else have this issue? I added my Internet plan from my main (cellphone) account and received everything and it's working flawlessly since then. HOWEVER, I just noticed I can't add Internet rebates, view my payment history or cancel/modify my Internet plan. It's as if it was NOT on my account. But I still have Internet with Fizz... it's just not there... on my account.

I need to pause (ie: cancel) my home internet since I'll be on vacations for 3-4 months and I don't feel like throwing money outside the window, but it makes cancelling or changing anything from my home internet impossible. There's no numbers to call, no way for me to do anything if I can't access the darn thing.

How do I gain access to this "phantom" internet plan so that I can cancel it?

I'm in a huge hurry to cancel this before I no longer can for 4 months.


Best Answers

  • Jess_i88b6
    Jess_i88b6 Posts: 10,139 ✭✭
    Answer ✓

    Hi @fizzelo

    Are you sure to use the right account? Some people have multiple accounts

    You can chat in direct to find out to which account is connected

       •   Sign into your account

        •    Follow the link on this page:

       •   Wait 3 seconds for the green bubble with a '❔' appears at the bottom right of the browser, if you use a phone you must use it in desktop or horizontal mode

       •   Choose the option 💬 chat

       •   If the green bubble does not appear make sure your ad blocker is disabled, otherwise try with another browser.

    Other means of contact

    Whatsapp: (438) 393-5814

    By private message on Twitter:

    By private message on Facebook:

  • Whizz
    Whizz Posts: 17,468 admin
    Answer ✓

    Hello fizzelo,
    I am sorry to hear that you encounter this situation,
    I have verified this account and I don't see an internet plan there.
    No worries, if you have an internet plan with us we can verify it from our end and find it using the MAC address on it. :)
    I kindly advise you to contact us in private in order to fix the situation and better understand and explain what you will have to do.  
    You can use the steps provided by Jessy_ref_i88b6  to contact us as he explained all the steps you need to take. 
    From the details you provided, your plan might be listed as an user on another account. 
    Here you can see more details:

    If you need to cancel the plan you can use these steps: 

    Log into your account > My plans > manage plan > unsubscribe> tell us why you are unsubscribing> enter the date when you want the service to end> unsubscribe > and print, write down or download the return ID number and follow the instructions to return the modem.
    If you cancel your Home Internet services agreement during a payment cycle, you will receive a prorated refund based on the remaining days for the monthly fee paid at the beginning of your payment cycle.
    Please note, that after the unsubscription, you will have to return the modem. If you do not return it in 15 days, you will be charged the amount that can be found in your Service Agreement.

    Check this FAQ for more details

    To return the modem, you will have to put it in a suitable box, then download, print, or write down the return ID number that was on your final step of the unsubscription. This number will be needed at Canada Post to print your free return label. And finally, drop your boxed modem at the nearest Canada Post deposit location.

    Check this FAQ for more information:

    We are waiting for you to contact us, so we can properly assist you. :)

    Thank you for your kind understanding!
    Have a good day!


  • fizzelo
    fizzelo Posts: 2 ✭✭

    Oh thanks for the info, I'll try the Chat option for now! I think it has been added to its own account, but I have 0 informatin about it in my emails. I wonder if it has a typo or something.

  • Emporium
    Emporium Posts: 2,292 ✭✭


    Sorry to hear about the issue. Chat option is the best, and they can tell you what accounts plans are associated with.

    However keep in mind that Fizz does not offer an option to put a plan on pause/hold (cell or internet).

    Only option is to cancel, and then re-apply when you get back. But keep in mind once you cancel you will NEED to return the modem within 15 days of cancelling or else you will be charged $225 (+tx). You can't keep the modem and hope to use it when you get back. When you get back, it will be a new request for a new service. Also, if you had any preferential or grandfather plan pricing, you will lose it, and you will end up paying the current plan rates (which have gone up quite a bit in the last month).

    So you need to take all that into consideration, and see if it is worth it. example: if you are cancelling this to save $120, but your current plan (depending how long you've had it) is $20 cheaper than current plan prices, then it may not be worth it. Since after you get back, and 6 months of service, then you will be paying more overall. Not to take into account the whole hassle of the process (cancel, return modem, reapply, take appointment, and get tech to bring a new modem and reinstall).

    Anyhow, you know what you are paying and what your plans are, but just putting it out there so you are aware.

    Whatever you do, Enjoy your Vacation, and be safe.

This discussion has been closed.