Trying to activate new SIM card to switch to Volte but it never deactivated the old SIM card?

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Lily C. #31311
Lily C. #31311 Posts: 2 ✭✭
edited July 2023 in My Mobile

The phone never switched to step 2. where "the current SIM card will be deactivated, and the new one will be activated when your phone goes into network search." Phone never went into network search.

Answers

  • Jess_i88b6
    Jess_i88b6 Posts: 13,293 ✭✭
    edited July 2023
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    Hi @Lily C. #31311

    yesterday, other users had the same problem

    I will contact the support, you can always try to use the browser in incognito mode and try again.

    But I will prefer to try with the support first!


    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/

  • Andrei_ref_R7VK1
    Andrei_ref_R7VK1 Posts: 6,871 ✭✭
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    There were similar issues reported. @Whizz can you please take a look?

  • Sébastien code ZXEL1
    Sébastien code ZXEL1 Posts: 7,029 ✭✭
    edited July 2023
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    several with the same problem

    contact the green bubble support at the bottom right. https://fizz.ca/en/support

  • FizzyFizz JQMPM
    FizzyFizz JQMPM Posts: 6,557 ✭✭
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    How long did you wait? Better contact customer support

  • AK20230110
    AK20230110 Posts: 4,221 ✭✭
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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.

  • Whizz
    Whizz Posts: 20,122 admin
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    Hello Lily C. #31311  ,

    Sorry to hear about the issue.

    I verified your Fizz account and it looks like the change was fully processed on our side.

    Please insert the new Sim card, reboot your phone, enable / disable airplane mode and test the ling using these details : https://fizz.ca/en/faq/how-test-my-fizz-line as everything should work afterward.

    If you still have issues, I suggest reaching our colleagues on live chat following these steps  for further investigations: https://fizz.ca/en/support

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

  • Whizz
    Whizz Posts: 20,122 admin
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    Hello Lily C. #31311  ,

    Sorry to hear about the issue.

    I verified your Fizz account and it looks like the change was fully processed on our side.

    Please insert the new Sim card, reboot your phone, enable / disable airplane mode and test the ling using these details : https://fizz.ca/en/faq/how-test-my-fizz-line as everything should work afterward.

    If you still have issues, I suggest reaching our colleagues on live chat following these steps  for further investigations: https://fizz.ca/en/support

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

This discussion has been closed.

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