I've requested changes to 2 of my plans in consecutive months and they don't take effect.

Precision

I've made te request con consectuive months and despite receivieng the server e-mail that my changes will be made before my next billing cycle, but eventually the changes are not made. Fizz doesn't take accountability and for some reason they say they can't make them "manually" in their system. They also have freeze period before your next cycle starts so no way to ammend this. Has it happened to anyone?

elena code xzi4t

Hi @Precision

As users we can only follow this post, @Whizz can you look on this?

Andrei_ref_R7VK1

Don't give up and have Fizz to respect their Service Agreement that you have received by email. If Fizz refuses to adjust your plans, you should raise a case with a higher organization.

Full guide is here:

https://fizz.ca/en/faq/wireless-and-internet-code

alexanderluo10890

Check with support and ask the reason

propea

I've experienced similar issues with Fizz's system. After multiple attempts to make plan changes, I found a few workarounds that might help:

1. Try making your changes at least 10-12 days before your billing cycle rather than waiting for the freeze period. Fizz's system seems to process changes better with more lead time.
2. Take screenshots of your change confirmations and the emails you receive. These will be crucial when contacting customer service.
3. Instead of using their chat support, try posting directly on their community forum with your specific case details and confirmation screenshots. The community managers sometimes have more ability to escalate issues than regular support.
4. If possible, try making smaller incremental changes rather than multiple changes at once, as their system seems to handle this better.

It's frustrating that they claim they can't make manual changes - this seems to be a common response from them. The "system limitations" excuse is becoming a pattern with Fizz. If this continues to be an issue, you might want to file a complaint with the CCTS (Commission for Complaints for Telecom-television Services) as they can sometimes help resolve these persistent billing issues.

Hope this helps, and good luck getting it sorted out!

MobileFizzer_VBMV6

I'll add my experience as well then. I've made a successful plan change for my Ontario-based plan. The plan change request was made 11 days before the end of the billing cycle. As propea suggested above, I refrained from requesting any other changes or opening any issues with customer service during during the 11 day time period as I was waiting for the request plan change to become effective. On the day you make the change request, you should receive

• an email titled "We have received your change request." Make sure to check the details in the email, phone number, the new plan properties, price and next payment data.
• A "Reminder: Your new mobile plan." notification on the Fizz website under "My notifications", i.e. the bell symbol upper right corner on your customer page.

Once your current plan enters its freeze period, so 4-5 days before the end of the current billing cycle, you should receive

• another email titled "Your new mobile plan." Again check phone number, plan details, price and effective date. This email also has your new Mobile Services Agreement as an attachment.
• Another "Reminder: Your new mobile plan." notification on the Fizz website under "My notifications", i.e. the bell symbol upper right corner on your customer page.

Last but not least, once you are in the plan freeze period, check your customer "Overview" page. Where you would normally see the remaining data gauge, you should now see a "Plan change pending" banner.

FizzPlanChangePending2.png

Whizz

Hello Precision ,

Sorry to hear about the issue.

I verified your account and it appears that yes, there were some issues with a few plan changes, but everything appears to be looking well in your Fizz account as of now.
More details on how the plan change works can  be found here : https://fizz.ca/en/faq/how-do-i-change-my-mobile-plan

My suggestion would be to wait once the new cycle starts to check if they were applied correctly to your Fizz account.
If the issue persists, please reach our customer service so they can escalate a ticket to check if there is anything wrong on the account side.

Now, I see that some of you mentioned that this is a common practice by Fizz that we claim that we can`t manually change some stuff , and that`s correct.

This is not a practice, more of a limitation on what the customer service can do, so please don`t think that they don`t want to help you, they are just limited on what they can do.

Thank you for your understanding.
Have a good one,
Raul, Community Moderator