No internet - payment did not go through
I have been using Fizz at my place since 2 years. I received an email saying there was an issue with the payment. I entered a new card information. When trying to associate the payment method with my plan, I was unable to see my plan, as if I were a new customer (but I was logged in my account). So I tried creating a new plan the same way I did it 2 years ago, and clicked on "self installation", however the system still wanted me to book an appointment for a technician to come over. The earliest slot was June 8 which I booked. But I absolutely need internet today, right now I am using my phone data. Thank you for your help!
Best Answer
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Hello Marie_S,
I am sorry to hear that you encounter this situation with your services,
From my understanding of the description you gave us here, I can see that you logged into a different account.
The account I have on file right now there is just the installation.
If you already have a modem, please contact us in private and provide us with a picture of the white label on the modem's back so we can find your account.
After that, if case the plan got suspended for non-payment, you can follow these steps to update your payment method and associate it with the plan.
To add a new payment method, you need to log in> go to my settings> payment methods> add a new payment method.
When the payment method is added, you need to go to my plans > manage plan> payment method> click on the new card and then save it as the default one.
On this FAQ you can find more details: https://fizz.ca/en/faq/how-do-i-update-my-payment-method-or-credit-card-information
To contact us in private you can go to this link: https://fizz.ca/en/contact-us
Thank you for your understanding!
Have a good one!
-Eugen
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Answers
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Hi Marie,
here's how to contact Fizz’s support team directly to inquire about that issue, they will be able to do some further investigation to correct this situation as well as provide 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
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