Number ported from Rogers two days ago, but connection falls back to 3G

Sutibu

Ported my number over from Rogers two days ago, but only have voice service and outgoing text. Incoming text and data do not work, and the phone falls back to a 3G (UMTS) connection. I've installed another Fizz eSIM using their free trial offer (temporary number), and it works perfectly, so I'm confident the problem does not lie with the phone.

Have spent over four hours on chat but no joy. A trouble ticket has been opened, but no one from the "technical team" has communicated anything.

So I've paid for a service that is essentially unusable for anything but voice calls. Am I correct in thinking that the problem lies in Fizz/Videotron's backend and that I am therefore at their mercy at this point?

Whizz

Hello @Sutibu,

We are sorry for the issue encountered.
Verifying your Fizz account, your mobile plan is active and in good standing. I can also see that the eSIM status is enabled.
I can see that an email was sent to you and the  technical team invited you to make sure that the operating system of your phone is up to date, also please make sure that Volte is enabled. I invite you to reset the network settings and to test if it works after.
If the same issue persists, please contact us by chat to assist you further in real time:  https://fizz.ca/en/support
Please consult our FAQ too: https://fizz.ca/en/faq/i-cant-send-or-receive-text-messages
Thank you for your cooperation.
Have a nice day!
-Simona, Community Moderator