After activating my new voLTE SIM card, calls, texts and data doesn't work anymore.
Hi, I just changed my old SIM card with the new free voLTE SIM card. I followed all the steps correctly. I deactivated the old SIM card and activated the new voLTE. I put the new voLTE SIM card in my phone. I see the LTE mentioned in the top-right corner. But that's about it. My phone can't access the internet on the LTE network, I can't make phone calls unless I'm connected to the Wi-Fi, and can't receive texts unless connected to Wi-Fi.
My SIM card is now useless since i have to be connected to the Wi-Fi. What is happening with this new voLTE card, it just doesn't work.
Answers
-
Hi @Guillaume20
Can you turn off the phone for a minutes?
Do you have a certified phone? https://fizz.ca/en/faq/compatible-devices
Double check the APN configuration https://fizz.ca/en/faq/what-are-fizz-network-settings-apn
Can you try the SIM in a different phone?
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/
0 -
Already did that.
I also took out the SIM card and inserted it again. Restart the phone. Nothing.
I also put the phone in Airplane mode for 10 seconds. Nothing.
Reached out to Fizz customer service, didn't get any response. It's a dead end.
0 -
This is weird. Many users are complaining on the same issues daily.
@Whizz please take a look.
0 -
If the old card was disabled it means that it was transferred, and only the support can help you :'(
0 -
Do you know why it is so hard to talk with a human on the customer service? It's almost been 3 hours since no answer...
0 -
No, I don't know. I have some suppositions, though. It has been almost 4 weeks, and the customer service has become very difficult to reach. I believe they may have relocated their office and personnel which probably they are under staff or not trained completely.
1 -
just out of curiosity .. is this issue resolved now, please ?
0 -
Hello Guillaume20,
I’m sorry for the situation you have encountered.
I have verified your account and I can see that you purchased Travel Add-On for the USA.
If you're currently in the USA, please turn on your roaming options for the phone and also make sure that your phone's system is updated to the latest version.
On our end, everything is fine with your mobile plan and the SIM card was already changed.
If you still encounter issues with your data, please contact us back via chat and tell us your location and the brand and the model of the phone you're using. The easiest way to verify your phone's model name and number is to go to the 'Settings' or 'Options' menu, scroll to the bottom of the list, and check 'About phone' / 'About device' or similar and the device name and model number should be listed.
Please use the chat bubble located in the lower right-hand corner of the Solution Hub pages. If you have trouble finding it, click on the following link (with an incognito window ctrl+shift+n), and the chat bubble will appear within 15-20 seconds: https://fizz.ca/en/faq/im-unable-log-my-fizz-account-what-do-i-do.
I hope you have a pleasant day!
-Mihai0
