"Retry is not available" how to retry porting phone number over again after failure?

zephyr Posts: 2 ✭✭
edited December 2023 in My Mobile
I am trying to port over my phone number from public mobile and I used the wrong IMEI number since I have an old wind mobile physical SIM in my phone and a public mobile eSIM. I received an email from fizz saying "Your phone number cannot be transferred" due to "The IMEI you provided is incorrect." That makes sense of course and it was sent very quickly after I replied to the public mobile text asking me to respond "Yes" if I wanted to transfer.

Clicking on the retry link in the email to submit my correct IMEI I accidentally entered in my IMEI as the Account number instead of in the IMEI tab. After doing that there has been no email saying it failed or any movement on the transfer, but I try to click on the link again in the email and also through the notifications section in my fizz.ca profile, but it always says "Retry is not available."

Is there a way to force the retry or resend that failure email or will I have to chat with or call support? I'm hoping it just goes through and it's just a waiting game, but I've read some other posts saying that retrying can take extra time, hours up to days, so would like to avoid that huge time delay.

thanks in advance!


  • Easygolucky
    Easygolucky Posts: 1,089 ✭✭

    It sounds like you're in a bit of a complex situation with porting your number from Public Mobile to Fizz, especially with the mix-up involving the IMEI number and the account number. Here's what you can do to address this issue:

    1. Retry Limitations: The "Retry is not available" message usually indicates that the system won't allow another attempt at entering your details through the link provided in the email. This is likely a safeguard to prevent multiple incorrect entries.
    2. Contacting Fizz Support: Since you're unable to use the retry option and there's uncertainty about the status of your transfer, the most effective course of action would be to contact Fizz support. They can provide clarity on the status of your number porting request and guide you on the correct steps to take.
    3. Using Live Chat: Fizz's primary mode of customer support is through their online chat service. You can access this by going to the Help page on the Fizz website, looking for the chat bubble, and starting a conversation with a representative.
    4. Preparation for the Chat: Before you start the chat, make sure you have all the correct information ready, such as your Public Mobile account number, the correct IMEI number, and any other relevant details. This will help the support team assist you more efficiently.
    5. Explaining the Situation: Clearly explain the issue to the Fizz support representative – that you initially entered the wrong IMEI number, and then mistakenly put the IMEI in the account number field on the retry. They will understand the mix-up and can provide the next steps.
    6. Timeframe for Porting: Porting numbers can sometimes take a while, especially if there are complications. While it’s understandable to want to avoid delays, it’s also important to ensure all the details are correct to avoid further issues.
    7. No Telephone Support: Keep in mind that Fizz does not offer telephone support, so the live chat is your best bet for immediate assistance.
    8. Monitor Your Account: Keep an eye on your Fizz account and email for any updates or further instructions from Fizz after you've contacted them.

  • Whizz
    Whizz Posts: 18,393 admin

    Hello zephyr  ,

    Sorry to hear about the issue.

    From what I see it appears that you are already in contact with our customer service via a contact form, so I suggest replying to their e-mails or just clicking the `Bell ` icon on your account on the top right corner - then clicking the `Verify and resubmit ` notification.

    You can then retry the transfer process on your side with the IMEI , or account number (you`ll have to retry with the account number this time around though ).

    More details can be found here : https://fizz.ca/en/faq/im-having-problems-transferring-my-current-phone-number-to-fizz-why-what-can-i-do

    If the details are accurate , the transfer will be completed in 2 hours.

    Thank you and have a good one,
    -Raul, Community Moderator

This discussion has been closed.