change plan

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alanko
alanko Posts: 2 ✭✭
edited June 2022 in My Mobile

I changed my plan on my phone. I added data. After payment and the beginning of a new month, I have no internet at all.

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  • Dapfizzer
    Dapfizzer Posts: 10,182 ✭✭
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    @alanko


    And if the problem still persists, I 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 as well as provide you precise answers. 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

  • Whizz
    Whizz Posts: 19,166 admin
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    Hello alanko,
    I am sorry for the situation encountered,
    I have verified your account and I see that you managed to get help from our customer service representatives.
    A ticket was escalated to fix the situation and as soon as we have news, we will contact you via email with all the details needed.
    The ticket can be seen in your Fizz account> Overview.
    Also, we would appreciate it if after you create a post on the Community and you manage to get help, you leave your feedback here for the other users.
    Thank you Dapfizzer for the steps provided to contact us.
    I count on your understanding and patience until the ticket is solved.
    Stay safe have a great day!
    -Eugen

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  • Dapfizzer
    Dapfizzer Posts: 10,182 ✭✭
    edited June 2022
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    @alanko


    Hi,

    please first check in your Fizz account under: My plans to see if the data have been added to your plan.

    If it's the case, 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.

    Also, activate and deactivate a few moments later the aircraft mode of the device in question, but also make sure that the APN (NPA) configuration of your device is adequate in its settings.

    Source: https://fizz.ca/en/faq/what-are-fizz-network-settings-apn

    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

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