Multiple days without service and unable to get through to support
I ported my number over from another carrier and since then, I have had either no service or the iphone SOS service. I contacted support about this and a ticket was opened, but it’s been a fat minute and I am not really sure why I am paying for this is I am unable to use it? I have not received any communication since opening the support ticket and I am not sure what I am supposed to do in this situation, as I am unable to call customer service. I have tried several times to contact someone through the chat function but all of the attempts have been unsuccessful. @Whizz what should I be doing here? It seems mad disingenuous to take someone’s money and not provide the service.
Answers
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Hello,
You can open a ticket:
Contact support
Whatsapp: (438) 393-5814
https://www.facebook.com/fizzca/
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@yungesiuol to be honest it sounds pretty standard for Videotron subsidiaries.
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you must wait for the solution of your ticket
Reasons why we may be unable to transfer your number:
1. The number you entered was not recognized by your current mobile provider.
You may have mistyped your current phone number. Verify your phone number and try again.
Note that we can only transfer mobile numbers coming from the province of Quebec or the Ottawa region. Your number must also be in the Fizz subscription area. If your number starts with an area code outside the subscription area, your number cannot be transferred to Fizz.
2. The transfer authorization request sent by text was not approved or answered on time.
When you activate your SIM card and request to transfer your number over to Fizz, your current provider will send you by text a transfer authorization request to confirm your wish to transfer this number. Failure to answer this authorization request, or if the request is denied, means that your transfer will be waiting for an action from you. You must then submit a new request using the link found in the notification posted in your Fizz account or pursue your Fizz activation by choosing a new number.
The transfer authorization request sent by text by your current provider must be answered by the set deadline. If not, it will be automatically cancelled, and you’ll have to submit a new request.
If you haven’t received the transfer authorization request, you'll need to contact your current provider directly to adress the issue.
3. Your current provider’s account number or phone IMEI is incorrect.
You may have mistyped one of these numbers. Verify your account number or IMEI and try again.
- To find your account number: Your current provider’s account number will be on your most recent bill.
- To find your IMEI: Dial *#06# on your phone’s keyboard. An IMEI number is your phone’s ‘identity card’. Your current provider uses it to associate your phone with your account. It also allows you to identify yourself and validate your phone number when you request a number transfer. Your current provider will only recognize the IMEI for the most recent phone you used with them.
Only the IMEI from the phone you used with your previous provider can allow the transfer of your number.
If the IMEI number is more than 15 digits long, only use the first 15.
4. Your PIN is incorrect.
Some mobile providers (for example, Virgin) ask you to enter a PIN when you transfer your phone number. You may have mistyped this PIN. Verify you PIN and try again.
5. Technical difficulties
You will receive an email and/or in-account notification within two hours that provides details about the specific issue and the steps needed to resolve any technical difficulties.
While we resolve this technical difficulty, your new Fizz plan will be activated so you can start using it. You will be able to make calls, text and use your data. You will not be able to receive calls or text messages (they will still be directed to your old provider). Read your in-account notifications.
6. Your line is inactive
To transfer your number from another mobile provider, you must keep your previous plan active until the transfer is completed. If you have already cancelled your plan, we will not be able to transfer your number. In this case, choose a new number.
7. You entered an administrative phone number
It is not possible to transfer an administrative phone number — for example, a number associated with an organization or public institution. Please choose a new number.
8. Your current provider is preventing your number from being transferred
It is not possible to transfer a number that has anti-port protection — a security feature that prevents numbers from being transferred. It’s also possible that your current provider has blocked your number from being transferred if you haven’t paid your bill with them. In these cases, speak with your current provider to lift the protection, or choose a new number.
9. You have an unpaid balance with your current provider.
Your current provider won’t allow you to transfer your number if your account shows an unpaid balance.
Number transfers that are not currently offered.
It is currently impossible for us to transfer phone numbers that are associated with landlines and VOIP.
What happens if I can’t transfer my phone number?
If it’s impossible for us to transfer your phone number (and you’re still subscribed with your old mobile service provider), your subscription with that provider remains active.
Your Fizz account will be created and you’ll be able to make calls, send texts and use your data. You won’t, however, receive any calls or texts (these will still be redirected to your old provider). If the transfer is impossible, we’ll contact you with your options.
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ok but i never even received an email confirming the ticket? like i have not received anything at all since?
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how long has the ticket been open
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I'm sorry but if you pay for a service its only reasonable to expect said service. @Whizz , no?
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Hello yungesiuol,
I am sorry for the situation encountered,
I have verified your account and I can see that you managed to reach us via chat. We have created a ticket for you and the issue has been resolved after around 15 hours.
You can restart your phone and test the service using the steps on this FAQ:
https://fizz.ca/en/faq/how-test-my-fizz-line
You also received a confirmation that your services are working via SMS.
We have also refunded you for 2 days without services, according to the service agreement, point 6.1.
My plans> manage plan> Service agreement.
You will be able to see the refund by logging into your account >My plans > Transaction history.
Check this FAQ for more details: https://fizz.ca/en/faq/where-can-i-see-my-transactions-and-orders
Also, in your bank account in the following business days.
Thank you for your understanding and patience!
Have a wonderful day!
-Eugen0 -
So why did the ticket you created get resolved so quickly and the ticket they opened got pushed aside?
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