problem in switching to VoLTE

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Marie-Pier A. #31917
Marie-Pier A. #31917 Posts: 4 ✭✭
edited July 2023 in My Mobile

Hello, I am currently making a switch to VoLTE. I am currently in step 2 of the protocol, where I have to wait for my current SIM card to be deactivated and therefore my phone to search for the network. But my old SIM card does not deactivate and when I insert the new card it does not work. I don't understand bécasse I followed the first step which was to go to "Change my SIM card" then "Activate my SIM card" and then I entered the activation code for the new SIM card…

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  • Jess_i88b6
    Jess_i88b6 Posts: 13,119 ✭✭
    edited July 2023
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    wait the desactivation of the old card before inserting the new one

    don’t rush it.

    probably there is some problem with the procedure and it will be solved soon

  • Marie-Pier A. #31917
    Marie-Pier A. #31917 Posts: 4 ✭✭
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    I've been waiting for 1h30 already... On the step it is marked to wait "a few minutes". My dad made it this week and told me it took 2 minutes to deactivate. So I find it weird that it's so long.

  • Jess_i88b6
    Jess_i88b6 Posts: 13,119 ✭✭
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    Yes but today it seems that they have a problem, usually it takes a minute or two

    You can always contact the support, but I will wait till tomorrow

    You can chat in direct

    • Sign into your account

    • Follow the link on this page: https://fizz.ca/en/faq/im-unable-log-my-fizz-account-what-do-i-do

    • 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.


    Or by private message on Facebook: https://www.facebook.com/fizzca/

  • Jess_i88b6
    Jess_i88b6 Posts: 13,119 ✭✭
    edited July 2023
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    Are you planning to leave tonight for the states?

    since you are obliged to have a VoLTE sim to use the phone there

  • Sébastien code ZXEL1
    Sébastien code ZXEL1 Posts: 6,858 ✭✭
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    did you succeed?

  • Steve C. #35902
    Steve C. #35902 Posts: 2 ✭✭
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    I've been having issues since Friday... I guess it will take some time for them to fix...

  • AK20230110
    AK20230110 Posts: 4,020 ✭✭
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    Hello,

    Try to reach customer service on Live chat : https://fizz.ca/en/support as they sometimes need a few extra details to possibly escalate a ticket to address your situation.

  • Whizz
    Whizz Posts: 19,386 admin
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    Hello Marie-Pier A. #31917  ,

    Sorry to hear about the issue,

    I tried to verify your account for any Sim card change request that you might have tried, but I didn`t find anything.

    Please try again to change the Sim card using the instructions found in the Sim card box using another browser.

    If you don`t see any changes and a screen that confirms that you managed to make the change, please reach our colleagues on Live chat following these details : https://fizz.ca/en/support so they can help you further with the Sim change request.


    Thank you for your understanding.
    Have a good one,
    -Raul

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