My phone service no longer works!

Thomas_A
Thomas_A Posts: 7 ✭✭
in Your Fizz Account

My credit card expired and my phone service was cut off. I fixed the issue and paid but I am not longer able to make calls, only intermittently receive calls and can't send texts. Its been a day. I rebooted my phone and tried airplane mode and all the other tricks I found on the forum.

Answers

  • Dapfizzer
    Dapfizzer Posts: 10,182 ✭✭

    @Thomas_A


    Hi Thomas,

    once your payment has been received and confirmed by Fizz (please allow a delay of up to two hours), your plan will be reactivated.


    Source: https://fizz.ca/en/faq/how-do-i-fix-payment-issue

  • Thomas_A
    Thomas_A Posts: 7 ✭✭

    I got a confirmation email that the payment was received 24 hours ago. I still cannot make an outgoing call.

  • Dapfizzer
    Dapfizzer Posts: 10,182 ✭✭

    @Thomas_A


    In that case, I can only suggest you to contact the customer service to resolve this isue, you can do it by opening the following link: https://fizz.ca/en/faq/status-services and simply scroll down until you see the green bubble, than click on it to start your chat session with the customer service.


    You can also do it on Facebook: https://facebook.com/fizzca.

    -By private message on Twitter : https://mobile.twitter.com/fizz_ca

    -Whatsapp : (438) 393-5814

  • Whizz
    Whizz Posts: 23,533 admin

    Hello Thomas_A,

    I am sorry to hear about this situation.
    I have verified your account and I can see that a ticket was created for this issue.
    Rest assured our technical team is investigating this situation and a solution will be provided as soon as possible.  

    Have a lovely day,
    -Alex

  • Thomas_A
    Thomas_A Posts: 7 ✭✭

    Its now been a week and a half. Yes the ticket is open and has been for a week but I have not seen any progress. Half way through a second week of not being able to make phone calls and fizz has not giving me any indication when I can expect a fix. Obviously I can't continue like this for ever.

  • Philemon24
    Philemon24 Posts: 1,340 ✭✭

    Hello @Thomas_A

    Of all the tricks you tried, did you try the removing the SIM card and putting it back? It does some resets. (you might have to set APN again: see https://fizz.ca/en/faq/what-are-fizz-network-settings-apn

    Otherwise, try chatting again with Fizz. Sometime another customer support agent can have a different perspective on things and help you a different way.

  • Thomas_A
    Thomas_A Posts: 7 ✭✭

    I have tried chatting with Fizz several times and am told that they will get to me as soon as possible. I have done all the tricks. When I try to make an outgoing call I get a recorded message saying "you do not have access to this service, for more information please contact customer service at 611". When I dial 611 I get the same message. Who is generating this message, is it my phone or is it fizz.

  • Thomas_A
    Thomas_A Posts: 7 ✭✭

    if it gives anyone ideas: I switched my sim card to another phone and I have the same issue then on the other phone (so the phone is not the issue).

  • Thomas_A
    Thomas_A Posts: 7 ✭✭

    Another couple of days gone by. My ticket will have been open for almost two weeks. Can't make outgoing calls. No one at Fizz to talk to. On messenger they say I just have to wait for an email, but after two weeks of waiting with not being able to make calls I will have to get a plan with someone else I guess. Any recommendations, Bell, Virgin ... Really a shame as I liked Fizz.

  • Fling
    Fling Posts: 9,194 ✭✭

    Hi Thomas,


    This is a bad story, I was whit Virgin before Fizz and they have the best customer service in the besiness. The still try to get me whit offer but îm happy whit Fizz right now.


    After 2 weeks if I was you I'll get a new number whit another company and cancel everything with Fizz. Enough is enough !


    Good luck

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