eSIMs are now available (for free!) for new plans 📱
Comments
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There is no way I'll be back with Fizz. This morning was the last straw - I received a message about needing a PUK code if I don't know my PIN code. I'm porting out as we speak and will NEVER be back. @Whisk replied to my messages once, to say that I received an email a week earlier. In which I was asked to try again… yeah… not that I haven't tried a million times already.
Anyway, I'm sorry to vent my frustrations, but I'm beyond livid by now and I will positively never, ever recommend Fizz to anyone. Sorry my euforia was so short lived, but it is what it is. Thanks for all your nice support messages in this forum.
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Sorry, this is not the experience that Fizz usually gives.
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What good news.0
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Yeah, I'm really disappointed. I received no end of apologies and idle promises followed by "it's not us, it's you" and closing the ticket. For example:
Thank you for your patience. Our technical team informed us that you are encountering the error message in the SIM change process due to a transaction issue.
To resolve this, we recommend double checking the credit card details you entered, including the card number, expiration date, and billing information.Or
After checking, it seems the issue was caused by stuck orders in your account. The stuck orders have been cancelled, so you can try again.
Or
Thank you for getting back to us.
We sincerely apologize for the ongoing frustration you’ve experienced.
Please know that we're here to assist you and will do everything we can to find a solution.
Since the usual steps haven’t worked, I invite you to retry the SIM change by clearing caches and cookies, using different devices and activate a private navigation.
If after, you encounter any error, please come back to us with a screenshot.
We’re committed to resolving this for you.
Thank you for your patience and understanding.Or
I'd like to inform you that I've just updated your ticket for a better support and you can continue to follow its progress from your account under > My settings > My tickets.
An e-mail will also be sent to you following the resolution, so I'm counting on your great patience.Or
Our dedicated team will verify again. The button to change a SIM is not shown on your account >> 'My plans' > 'Manage'.
I thank you for your patience. We will investigate the issue and will necessarily treat a ticket on your account >> 'My settings' > 'My tickets' later.
We will inform you on the resolution.Or
Our tech team provided us with the following options and guidelines:
Guidelines:
If the PIN code is entered incorrectly three times, the SIM card will ask for the PUK code.
If multiple incorrect PUK code attempts are made, the SIM card becomes invalid.Or
Thank you for reaching out to us, and I sincerely apologize for the frustration you've experienced.
I understand how challenging it must be to be without a working SIM card for such an extended period, and I truly regret that this situation has caused you so much inconvenience.
We take your concerns seriously, and I want to assure you that we are committed to resolving this issue as quickly as possible.
I completely understand your decision to escalate the matter, and I'm truly sorry that our previous solutions haven't met your expectations.
I kindly ask for your collaboration in trying once more to resolve this issue. If you’ve received the PUK code, it’s important to verify if it’s been entered correctly, as sometimes a simple retry can unlock the SIM. If the SIM continues to be locked despite multiple attempts, we will move forward with a replacement as soon as possible, ensuring you’re up and running.
I truly value your time and loyalty, and I want to make this right. Your satisfaction is our priority, and we’re here to help every step of the way.
Once again, I’m deeply sorry for the inconvenience, and I appreciate your patience. Please let us know how you’d like to proceed, and we’ll ensure that you’re taken care of promptly.
Looking forward to your response.And NUMEROUS other exchanges in between, but I think you can see why I got frustrated… This has been going on for two weeks now and it's just not going anywhere. All the tickets get just as readily closed with "it's not us, we're sure you're not doing it right. Have a great day!"
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Good timing, I am getting a new plan with the free esim, love it.
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That realy sucks! 2 weeks is way too long to fix a problem like that!
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The saga is not finished, in fact. Yesterday just before I wanted to start the port process, I received an invitation to open a chat and discuss my issue. First thing they asked me was to "unblock my SIM" in self serve. I asked what they meant, my issue is not a blocked SIM and it's showing as unlocked. Oops. Let me look into your issue.
They ASSURED me it would be sorted today, please be patient one more day. The issue was that my SIM is locked due to the upcoming plan renewal. It WILL be sorted tomorrow, solid promise! The tech team gave the rep this information as we were talking! Absolutely! And the usual apologies and understanding soothing words. So I caved and allowed my plan to renew… and… you guessed it. Nothing done yet. Not sorted. I know the day is still young, but would anyone like to place bets if it really WILL be sorted today?
On the upside, they did promise a prorated refund for the time I haven't been able to use my plan. What is really weird… they could (behind the scenes) just set up a new plan, transfer my perks and referral credit, and then port my number out and back in immediately. That would sort the issue instantly.
Now I have two options - wait it out yet another day (which is increasingly difficult to do), OR port out after all. In that case, of course I'll never be back. This incompetence is absolutely killing me… honestly how difficult can it be to swap a SIM card in the back end?
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I just hope, you'll not be running into issues porting out. Because typically, they sent a text message for your number to confirm the port. How are you going to get that if you can't access your number?
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Oh I hope so… but I still have a little more time left for my decision now.
I had another chat with Fizz and you guessed it… they can't do it. Of course I talked to yet another rep and had to go through all the rigmarole of sending a picture of my credit card next to a pen… it was very hard to stay polite but I know they are just doing a job. Then finally after three pictures that were dismissed, they tried it and what do you know, WOW, they got the error too. Who would have thought?!
Of course in the meantime, my plan renewed today, and I asked (and received) a courtesy refund of two months. That will help pay for the almost three weeks that I couldn't use my plan, and also for this current month that I also won't be able to use my plan. This gives me some leeway in finding another service… and hoping against hope that Fizz suddenly manages to resolves my issue (yeah I know, I might as well expect pigs to start flying).
Bottom line: Fizz should not have released eSIM without providing a way to transfer it to at least a physical SIM. Lesson learned not to be an early adopter.
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Thanks for following
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Thanks for following
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I just changed to a eSIM an now my phone battery last longer! i dont know why! and also I have a more stable connection! this is great and all i had to do is to scan a QR code0
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Interesting… however, there shouldn't be any advantage/disadvantage of using an eSIM in terms of battery or coverage… Are you sure nothing else changed?
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Great news !!!
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Good news!!
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