How I encountered and solved the Mobile Plan Change Failure

Hazzzzou
Hazzzzou Posts: 3 ✭
edited November 14 in My Mobile
I’ve experienced the plan change failure issue twice this year, and both times it was resolved successfully. Here’s what I found out:

My payment cycle renews on the 12th of each month, so any plan change must be submitted at least 3 days before (for me that’s the 9th) in order to take effect in the next cycle.

I tried changing my plan in September and November. Both times, I submitted the request early in the month but later received an email around 5–6 AM on the 9th titled: “IMPORTANT: Your mobile plan was not changed.” Since the 9th is still within the 72-hours timeframe, I was able to submit another request immediately.

If you get that email, resubmit your plan change on the same day. The system might ask you to make a payment instead of using your referral credits, but don’t worry, once the change goes through, you can contact customer service for a refund, and they process it quickly.

Just wanted to share this in case anyone else runs into the same issue. Remember to submit another plan change request as soon as you receive the “plan change failure” email from Fizz.

Answers

  • PotatoStarch
    PotatoStarch Posts: 189 ✭✭

    Thanks for sharing

  • MobileFizzer_VBMV6
    MobileFizzer_VBMV6 Posts: 525 ✭✭

    Wow, thank you for that information. It seems, the speculation from some of the other members about this having to do with referral bonus may be right? Possibly, if no payment is being made against your plan because of a referral bonus you have lined up, the plan change is initially declined? I wonder if this theory holds up, maybe other forum members you have experienced or not experienced can comment if any referral bonuses were active/not active on the respective plan at the time?

  • GyslainH
    GyslainH Posts: 712 ✭✭

    I would,open a case this feels like a bug

  • MobileFizzer_VBMV6
    MobileFizzer_VBMV6 Posts: 525 ✭✭

    Unfortunately, I can immediately disprove my theory. I had two plan changes since I joined, and both went through without any issues in months were referral bonus was active and I paid $0.00 for the respective months when the plan changes were happening.

  • Bois_3ISKD
    Bois_3ISKD Posts: 7,091 ✭✭

    Thank you for sharing your experience.

  • MobileFizzer_VBMV6
    MobileFizzer_VBMV6 Posts: 525 ✭✭

    If you get that email, resubmit your plan change on the same day

    The problem though is, that on that day, where you would have to repeat your plan change request, the original price plan you wanted may already not be available anymore. Sometimes promotions just run for a week or two.

    Still, very helpful for the majority of situations.

  • Fizz_Code_FRERG
    Fizz_Code_FRERG Posts: 1,164 ✭✭

    Thanks for all the info

  • Whizz
    Whizz Posts: 26,576 admin


    Hello Hazzzzou, 

    Thank you for the post and the details provided, those can be helpful for other customers.

    We will investigate this situation in order to see if there are any issues with the process and fix them if necessary.

    The plan change request can be cancelled from various factors therefore, in case there will be any issues in this process, we kindly recommend contacting the Live Chat in order to receive assistance from our online customer agents.

    To reach them, simply access this link: https://fizz.ca/en/support and they will gladly help and propose a solution. 

    Have a nice day.

    -Lavinia, Community Moderator


This discussion has been closed.

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