VALERIU DRAGOMIR

Valeriu D.
Valeriu D. Posts: 5 ✭✭
edited March 2022 in My Mobile

I do not have Internet mobile.

Chat service does not fonction. So?

Best Answer

  • Whizz
    Whizz Posts: 23,066 admin
    Answer ✓

    Hello Valeriu D.,

    Thank you for reaching us.
    I am sorry to hear about this situation.
    I just verified your account and all your mobile data was used.
    You can keep track of it from your account, My plans > usage > daily reports.
    If you need more data before your plan renews you can always buy an add-on that is effective immediately: https://fizz.ca/en/faq/what-is-an-add-on-and-how-do-i-buy-one

    Have a lovely day,
    -Alex

Answers

  • Dapfizzer
    Dapfizzer Posts: 10,182 ✭✭
    edited March 2022

    @Valeriu D.


    Hi Valeriu,

    first remove your SIM card with caution, then reinsert it and to finish, reboot (power cycle) your device by holding down the device’s start button for 10 seconds.

    After you reboot, your applications will reload. Your phone will then re-authenticate to the Fizz mobile network. This will allow your device to recover its authorization to access the network.

    If you have access to a phone that is compatible with the Fizz mobile network, insert your Fizz SIM card into this phone and see if it is possible to access the internet. This will tell you if your phone is the source of the problem.

    You can also test the troubleshooting mentioned in the following FAQ: https://fizz.ca/en/faq/how-do-i-use-my-phone-to-access-the-internet & https://fizz.ca/en/faq/what-are-fizz-network-settings-apn


    And if the problem still persists, I strongly suggest you to contact Fizz’s support team directly to inquire about that issue, they will be able to do some further investigation to correct this situation. You can do it by opening the following link: https://fizz.ca/en/faq/resolving-issues and simply scroll down until you see the green bubble, then click on it to start your chat session with the customer service.


    If the chat bubble still does not appear at the bottom of the page, on the right, after a few seconds, the number of pending sessions is higher than the service’s processing capacity. At that time, you can leave a message on the other proposed communication channels:

    -By private message on Facebook/Messenger: https://facebook.com/fizzca.

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

    -Whatsapp : (438) 393-5814

  • Valeriu D.
    Valeriu D. Posts: 5 ✭✭
    edited March 2022

    Hi, I removed my SIM card with caution, then reinsert it and to finish, reboot (power cycle) my device by holding down the device’s start button for 10 seconds.

    I still do not have Internet mobile!

    I use to have it, and did not use it much lately. However, it seems in my account that I wouldn't have it anymore (internet mobile!) My phone number is 438-***-****. Could you call me back or tell me what shall I do to have again Internet mobile? Thank you, Val

  • Dapfizzer
    Dapfizzer Posts: 10,182 ✭✭

    @Valeriu D.


    As Alex mentioned above, the reson is that you do not have data in your plan anymore, so you'll have to buy an Add-on in order to have new internet access on your phone without Wi-Fi.

  • Dapfizzer
    Dapfizzer Posts: 10,182 ✭✭

    @Valeriu D.


    Add-Ons are active immediately. They’re valid until the end of your next payment cycle.

    In other words, if there are 10 days left on your current payment cycle, your Add-On will be valid for approximately 40 days.

    How do I buy an Add-On?

    To buy an Add-On:

    1. Go to My Plans in your Fizz account.
    2. Here you’ll see a usage summary for all your Plans.
    3. Scroll to the Plan you are buying the Add-On for.
    4. Click Buy Add-On.
    5. Here you’ll see three options: Data, Calls/Text and International calls.
    6. Choose the type of Add-On you need and the desired amount.
    7. You can choose one Add-On per category (Data, Calls/Text, International calls).
    8. For international calls, enter the country you will visit and browse relevant Add-Ons.
    9. Choose your payment method, review your summary and click Submit.
    Screenshot: My plans

      Source: https://fizz.ca/en/faq/what-is-an-add-on-and-how-do-i-buy-one

  • Valeriu D.
    Valeriu D. Posts: 5 ✭✭

    Hi

    This is just unbelievable! Sorry!

    I never used more than 2-300.000M per month. I believe I had 0.5 or 1G per months. Lately, last couple of months, I was even mostly with the ''Mobile data'' closed! So, last time I checked I had a lot in reserve even.

    Could you please check my consomation history for the last 2-3 months or so? It surelly may be a lost of data or a kind of mistake. And also, please look into my average consomation during the last years and you will see I am not such a consumer.

    Please let me know what it may happened?

    Thank you

    Valeriu Dragomir

  • Dapfizzer
    Dapfizzer Posts: 10,182 ✭✭

    @Valeriu D.


    Login to your account any time to see how much data, minutes and text messages you have used during the current payment cycle for any plans that are on your account.

     

    View your current data usage and remaining data in your plan :
     
    1. Go to My Plans in your Fizz account.
    2. Scroll to see a usage summary for each Plan associated with your Account.
    3. Click on 'Details' to see more informations
    detail data


     

    To consult your complete usage history included in your monthly plan (Data, Calls, Text):
     
    1. Go to My Plans in your Fizz account.
    2. Into 'Manage Plan' menu
    3. Click on 'Usage reports'
    Gérer


    Rapport


    To consult your usage history over your monthly plan (all Pay As You Go usage):

     I want to know when my usage will switch to Pay As You Go. How do I know when my plan is running out?

    Where can I see a list of my Wallet transactions?

     

    Source: https://fizz.ca/en/faq/how-do-i-view-my-usage

  • Dapfizzer
    Dapfizzer Posts: 10,182 ✭✭

    @Valeriu D.


    Here's how to contact Fizz’s customer service team directly for any question on your data usage, they will be able to do some further investigation as well as provide you precise answers. 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.


    If the chat bubble still does not appear at the bottom of the page, on the right, after a few seconds, the number of pending sessions is higher than the service’s processing capacity. At that time, you can leave a message on the other proposed communication channels:

    -By private message on Facebook/Messenger: https://facebook.com/fizzca.

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

    -Whatsapp : (438) 393-5814

  • Philemon24
    Philemon24 Posts: 1,340 ✭✭

    Hi @Valeriu D.

    The vast majority of such cases it's the user's settings that are in fault. We all make such mistakes, no worry.

    Something must have changed, a new app, an updated OS, a new phone, etc. Or maybe your WiFi drops without your knowledge. Look into all Data Consumption settings...


    In order to help you monitor better the situation with Fizz tools, I suggest you to make sure your Alerts are properly setup in your account Settings, go to the bottom to Plan Communications Preferences:

    image.png
    image.png
    image.png


    Also, follow your detailed usage the following way:

    image.png


    image.png

    The you will see when the abnormal consumption happened:

    image.png

    It should give you a hint of what to look for, correlate an event, etc. It's updated daily.


    Finally, since you asked, Fizz will not call you. They do not operate that way, there is no phone support. The only way to contact Fizz is for you to chat with them:

    1. Go to a FAQ page e.g. https://fizz.ca/en/faq/status-services
    2. Look bottom right for the big ❔ question mark in a green bubble.
    3. Click it, options will be displayed
    4. Choose "💬 Chat"
    5. Note: the bubble will only display the chat for a computer version. If you are on a cell phone, you must check "Desktop site" in your browser settings.
    6. Submit your question with possibly a relevant screenshot or modem photo
    7. After that will be displayed the number of customers preceding you, to manage your expectations. Updated real time.

    The advantages of Fizz bubble tool are that it is 24/7 real-time with waiting time management and the ability to print (e.g. PDF) a copy of the conversation for your records. Sometimes you can even leave a comment about your satisfaction with the conversation.

    ALTERNATIVES


  • Valeriu D.
    Valeriu D. Posts: 5 ✭✭

    Hi

    I was not alerted of the consomation, neither at 75%, nor 90% nor 100%! Even though my setings was checked for all of these percentages. How do you explain that?

    As I already mentioned, my mobile consomation is always week. For what I noticed in my account there was like 2G in my first four days of March. Well difficult to understand!! Of course you sent me all kind of explanation.

    For the next month I will keep the mobile data closed and monitor closer what it may hapen. If the same (unreal) consomation in my account, there will be a huge problem, isn't it?

    I am an old consumer with you, FIZZ, and I do not understand this may happen...

  • Reejo
    Reejo Posts: 1 ✭✭

    This can be quite frustrating experience not able to get hold of someone to discuss an issue.

This discussion has been closed.

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