[HELP] Day 5 of not having service, eSim not working... — Support completely unhelpful...
Since last friday I've requested a new eSim for my phone, it failed to activate and fizz hasn't done anything but say "we're looking into it", we're "on it"... but nothing...
3 days later, I'm asked to request a new eSim, I've done it, but the iPhone said:
I am waiting once again for many hours to have someone on your tech team try to resolve this. But nothing is being done.
This morning I received an email saying: Your esim is ready (but it's not, all settings have been triple checked). And an email from the tech team saying:
You SIM card has been activated you can put it back in your phone.
???? It's not a physical card, it's an eSIM!!!!
And now I've tried once again requesting a new esim, I've sent all screenshots showing that I do everything as supposed, restart the phone, cleared network settings... And it still fails and I'll probably have to wait again for tomorrow where they will tell me to try to request another one again and again...
Is this normal? What can I do, nobody is helpful...
Even when I ask about this on the forum, @Whizz just closes the discussion...
https://forum.fizz.ca/en/discussion/comment/7078016#Comment_7078016
https://forum.fizz.ca/en/discussion/comment/7077912#Comment_7077912
Answers
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@Whizz Please don't close this post...
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I think, the million dollar question is why is your iPhone rejecting the eSim profile? Have you tried all the activation options?
- Activate through the link in the Fizz website, My plans -> Manage my plan -> Install my eSIM?
- Using the phone's camera and the QR code provided my Fizz?
- Manual activation? Where you would enter an activation server and code? You should have gotten this information in an email from Fizz, titled "Install your eSIM".
To do eSIM activations, I've only ever used QR codes or manual activation, these activation methods have been around for longer and may work more stable.
Is your phone online and on a full Internet connection when you try to activate? Keep in mind, public hotspots often limit your Internet connection in unpredictable ways, which may impact your ability to activate your eSim, best is Home Internet or cell data from a mobile carrier.
If none of that helps, as another user has already suggested, you can try a physical sim. Depending on your location, you can get these from partner stores instantly https://fizz.ca/en/participating-stores/sim-card#stores, in Toronto at Union Station or in Montréal at several Métro stations.
If you are really remote or out of the country, PM me if you like and I'll help you get one.
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This may be something you've verified already, but have you checked if your phone is compatible with esims?
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Send message to @whizz or contact support.
How to activate an eSIM
https://support.apple.com/en-ca/1186690 -
@MobileFizzer_VBMV6 Yes I've tried both ways, I tried with the customer agent and he admitted that everything was good on my end.
Yes phone has reliable wifi connection.
@ChaosGrmln It's an iPhone 17 Pro, it only supports eSim.
@G225 code IRSGE I've tried reaching out several times, they always end up with: We've forwarded this to the tech team, they're on it, but then I have to wait 1 to 3 days for them to tell me it's all good theyve enabled the esim on their end and it should be working. Ticket closed. But despite that it doesnt work on my end even the customer agent checked all settings with me and I did the full procedure with him one step at a time.
It's has been 5 days, from what I see today nothing is probably going to happen. And from experience now, tomorrow they will say it's fixed but it isnt... The only thing I can do now is a CRTC complaint and ask for compensation for all the time wasted.
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My replies are being censored whenever I mention an org that regulates mobile industry..
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So I'll rewrite my reply without mentionning it...
@MobileFizzer_VBMV6 & @ChaosGrmln & @G225 code IRSGE The phone is a new iPhone 17 Pro (esim only). I am using stable wifi for the activation.I've tried all the steps three times and once with a customer agent I sent him all the screenshots and he aknowledged that everything is good.
It has been 5 days and nothing new... Whenever tech support gets a hold of the ticket, they just say that it's enabled now, you're good to go and they close the ticket. The customer agent checks with me and aknowledges that it's not working while all settings are properly set.
I'm once again waiting for tech support for a 4th time... The only thing that seems to be moving the needle is the thing I mentionned where they are censoring messages here.
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Hello @Yassine B. 40841
We are truly sorry to hear that the situation is persisting and that you are still unable to access your services.
As our online customer service agents have already informed you, your case is being managed directly by our technical department. Since this is a technical matter, members of the Community Forum are unfortunately unable to provide further assistance, as they are customers themselves. For this reason, your previous posts were closed.
We completely understand how frustrating it must be to be without your services, and please rest assured that our team is treating this situation with the highest priority. Our supervisors are fully aware of your case, and it is currently under their review.
While we acknowledge your wish to express your frustration here, the Forum is intended to remain a space where customers can exchange information and support each other on common issues. As this situation is specific to your account and not experienced by other members, we kindly ask that you continue your communication directly with our customer service team.
As soon as an update is available, you will be notified by email.
Thank you for your understanding and cooperation.
Have a great day.
-Lavinia, Community Moderator2
