International call included in my plan, but I can't make a call.

Honsen

Hi, I am a new customer and just open the plan with 1000 min international calls to China. However, once I tried to make a call, I received msg which says: "Action required: Your current plan did not allow you to complete this call.."

I really don't have a clue about it. And I tried to contact customer service via Messenger, WhatsApp, online Chat, all failed.

jvh_NVPF2

Did you add the international calls option while creating your plan or after you created your plan?

If you added that option after plan creation you need to wait until the next billing cycle.

If you added that option during plan creation it should work.

Try dialing 011 then 86 then the area code followed by the phone number

area codes can be found https://en.wikipedia.org/wiki/Telephone_numbers_in_China#Area_1_%E2%80%93_Capital_Operation_Center

wenhan

I would suggest checking to see if you can see the add on in your account. if it's there, it should work. but if it doesnt work still then you'll have to contact support. use the online chat and type agent. then wait. sometimes it is quick and someone replies in a few minutes, longest ive experienced was several hours before someone reply to me

BradDoell

Hi @Honsen

From the FAQ - perhaps this applies to you?

“Important – any change to your plan must be made 108 hours (4.5 days) before the end of your payment cycle. During those 108 hours (4.5 days), systems are frozen and no change can be made. You’ll therefore have to wait for the next payment cycle.”

Source:
https://fizz.ca/en/faq/how-do-i-make-an-international-call-when-i-am-in-my-coverage-area

AK20230110

Hello,

@Honsen

Sorry for the inconveniences

Try to reach customer service on Live chat : https://fizz.ca/en/support

available 24/7/365, as they sometimes need a few extra details

kaitokun

If you added your minutes during your cycle, you'd have to wait for your next. I would still keep trying to contact support.

Whizz

Hello Honsen, 
We are sorry to hear about the situation encountered with your international calls to China.

After verifying your Fizz account, we noticed that the Add on is partially used therefore the situation seems to be resolved. 
As the other users suggested, please try to dial the area code before adding the number as this way it should work properly to make the call. 

In case you are still encountering issues, reach back our customer service agents and they will be able to assist you.

For the moment there is a high number of contacts therefore this is why the waiting time can be bigger than expected.

To reach the customer service , you can access this link: https://fizz.ca/en/support 
Your understanding is highly appreciated. 
Have a great day. 
-Lavinia, Community Moderator