The chore of changing a VoLTE SIM
We have 3 Fizz accounts. 6 months ago we received emails and new VoLTE SIM cards for 2 accounts. We followed the instructions and SIMs were activated in 5 minutes. I inquired many times about the 3rd account and was told the Process was automated and eventually the new SIM will arrive. Fizz has completed its migration recently and still no new SIM card for the 3rd account. After another inquiry I was told to order the new SIM card, pay $15 which will be credited later. I did that. Upon trying to activate this 3rd new SIM the process is lengthy and ridiculous. Whereas the previous 2 were activated in less than 5 minutes, this latter required chatting with a CS Rep who after a very long wait REQUIRED that we send photos of a picture ID and Credit card. Ludicrous for an account that exists for more than 3 years! Fizz says is for our protection. Really? How? Fizz does not have a picture on record, what are you going to compare it to?
I am asking Fizz through this platform since they no longer respond to my messages to send us a new VoLTE SIM through the automated process so that we can activate it the same way we activated the other 2.
Answers
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For me was a 5 minutes, like your 2 accounts
Did you already try this link to see if you can order the sim https://zone.fizz.ca/dce/customer-ui-prod/simcard/free-order?step=quantity
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migration is just getting started
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An other example of the great CS…
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Probably, I understood why the process was different for the first 2 SIMs - they were received through the replacement program and were therefore pre-associated with your account, making the procedure straightforward.
However, the 3rd SIM was bought, and the process was considered a SIM swap, which required you to prove your identity. So far, so good.
But why did Fizz ask for a photo ID when they don't even know you? I understand the need to verify the credit card associated with the plan, but the only reason I can think of for asking for a photo ID is to protect themselves in case of any issues.
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Jess_i88b6
Thank you very much for the link. I ordered a SIM that way, we will see when it arrives. Not a single Fizz CS provided me that link before. As I wrote they asked me to order a SIM through the Account, pay $15 which they will credit.
The SIM we ordered was done through the Manage my account so it was possible to link it to the same if that is what Fizz was concerned about.
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My activation was a nightmare! I didn't have any data for about 4 days! The ticket has been finally escalated and the issue was solved
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Ouch, that’s not cool…
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