PSA: Travel Add-On for Data in GERMANY does not work

Jacques_Assert
Jacques_Assert Posts: 168 ✭✭
edited October 6 in My Mobile

REPOSTED TO ENABLE DISCUSSION WITH SIMONA - COMMUNITY MODERATOR

The TWO accounts that experienced the issue were IRUZA and EECQV. They would be this account, but FIZZ does not allow consolidation of accounts. The instructions via chat repeat your suggestions up to and including a full reset of the network settings. Nothing worked. It appears that Fizz has an agreement with O2 that is either suspended or the configuration is somehow faulty. One client (me) is using a Fizz supplied phone. The other client has a new Google supplied phone. The FIVE HOUR chat logs are available under IRUZA if you have access. They are a textbook case of following the script even when it's clear that the problem is likely to be more widespread and needs escalation.

I don't know how many people have encountered this issue, but support has been weak IMHO, and the rapid change of support person means that nobody takes ownership.

PLEASE ESCALATE THIS ISSUE AND FIND A RESOLUTION.

Note that it wasn't working as of our return Oct 2.

Purchasing a DATA Travel Add-On for GERMANY does not work.
The phone connected to 'o2 - de' without issue, and reports 4G and good signal, but when you attempt to use the network the top icon switches to E and allows only Emergency Calls.

This issue occurred during all of September, and was still a problem as of Oct 2. It was confirmed on two phones on separate FIZZ accounts, both Android, a Motorola purchased from Fizz, and a Pixel 9a purchased from Google.

Attempting to manually select the access point name had no effect.

Answers

  • Linkin
    Linkin Posts: 306 ✭✭

    Sorry for that, hope they fix it, and thank you for sharing

  • Fizz_Code_FRERG
    Fizz_Code_FRERG Posts: 254 ✭✭

    A lot of info, sound complexe to resolve, hope you get it fix

  • Jacques_Assert
    Jacques_Assert Posts: 168 ✭✭

    @Fizz_Code_FRERG said:
    A lot of info, sound complexe to resolve, hope you get it fix

    Sounds like it's going to happen to a lot more people, but support treats it like it's only my problem.

    They need to have some way to trigger a better response.

  • Jacques_Assert
    Jacques_Assert Posts: 168 ✭✭

    Note that it wasn't working as of our return on October 2.

  • Whizz
    Whizz Posts: 26,300 admin

    Hello @Jacques_Assert ,

    We are sorry for the issues encountered.
    In order to be able to troubleshoot with you and escalate a ticket for this situation, you need to contact us on chat, in order to collect all the necessary information to be able to escalate a ticket to our dedicated team investigate the cause and fix it.
    We assure you that we are doing the best to help you.
    To chat with us:https://fizz.ca/en/support
    Thank you for your cooperation and understanding.
    Have a nice day!
    -Simona, Community Moderator

This discussion has been closed.

Categories