Error when transfer from esim to sim card

chikkinen
chikkinen Posts: 2 ✭
edited March 8 in My Mobile
On March 4th, I tried to transfer my service from Telus to Fizz using an eSIM. I installed the eSIM and initiated the transfer, but I got no service. I then removed the eSIM, only to be told that I couldn't reinstall it. No problem, I thought. I went to the nearest Circle K to buy a SIM card, but they were out of stock. The same happened at four other locations I called. Eventually, I drove 30 minutes to a store that had it in stock at 11 PM. They charged me $15, even though the website stated it was $5. After a 30-minute drive back home, I attempted to transfer from the eSIM to the SIM card, but it was unsuccessful. I contacted customer service, and we tried numerous solutions, but nothing worked. The agent advised me to try again the next morning. Unfortunately, it still didn't work.

The agent then asked me to wait another 30 minutes before trying again. Still, no luck. I spent the entire day talking to different agents. One agent finally identified the issue: I needed to deactivate my plan before transferring to the SIM card. After deactivating my plan, I couldn't transfer at all. Another agent then told me I had to reactivate the plan to transfer the SIM card. Despite numerous attempts to reactivate my plan and keep my number, I kept encountering errors. Fizz created a ticket for me, but as of today, March 7th, I still don't have service. Fizz hasn't provided any temporary solutions, and every time I ask, they tell me to be patient. It's incredibly frustrating that no one can resolve the issue, and different agents offer contradictory solutions.

And about that $15 SIM card—I had to spend an entire day to beg Fizz to refund the money.

Answers

  • elena code xzi4t
    elena code xzi4t Posts: 10,785 ✭✭

    Hi @chikkinen

    Only the support can figure out, @Whizz can you help here?

  • Whizz
    Whizz Posts: 24,327 admin

    Hello chikkinen ,
    We are sorry to hear about the situation encountered with your mobile plan activation at Fizz. 
    After making the necessary verifications into our tools we noticed that there is a ticket created for this issue. 
    For the moment the technical department is still investigating the matter therefore this is why for the moment there is no solution provided. 
    Rest assured, they are doing the necessary to fix this as soon as possible in order for you to be able to activate your plan and use the services. 
    In the meantime, you can verify the ticket status by accessing My Settings- My Tickets and immediately after they will have an update, you will be notified on your email address. 
    Regarding the SIM card, indeed, it was refunded successfully from our side, sorry if this did not come faster from the customer agents services side. 
    You can already see the transaction in My Settings- Transaction History. 
    Here are more details: https://fizz.ca/en/faq/where-can-i-see-my-transactions-and-orders 
    Your understanding is highly appreciated. 
    Have a nice day. 
    -Lavinia, Community Moderator 

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