Pending Reactivation

Bonnie99_
Bonnie99_ Posts: 3 ✭✭
edited June 2023 in My Mobile

My account was suspended for a few hours, then I paid my phone my bill. I got the confirmation that my plan was in the process of being reactivated, and that it would take up to two hours. It has now been over 24 hours. I have zero access to my voicemails, or access to directions while I will be traveling this week and will not have access to consistent wifi. Why has my plan not been reactivated yet?

I communicated with 4 different reps, the last one recommended that for the meantime, I should get a plan with a local provider and Fizz will refund me for the days without service. Why even use Fizz in the first place then?

Best Answer

Answers

  • Sébastien code ZXEL1
    Sébastien code ZXEL1 Posts: 7,620 ✭✭
    edited June 2023

    we are subscribers here continue to communicate with the support, surely there is a problem with your payments

  • Bonnie99_
    Bonnie99_ Posts: 3 ✭✭

    I'd like to see if anyone else has encountered this situation in this forum, subscribers and employees alike. And OBVIOUSLY I have exhausted my patience with chat boxes and reps enough to make an account here and post.

  • Derr
    Derr Posts: 6,277 ✭✭

    Hi @Bonnie99_

    please 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.

    Also, activate and deactivate a few moments later the airplane mode of the device, but also test the troubleshooting mentioned in the following FAQ: https://fizz.ca/en/faq/how-test-my-fizz-line


    If the problem still persist despite the possible corrections proposed by the troubleshooting, 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.

  • Bonnie99_
    Bonnie99_ Posts: 3 ✭✭

    I tried the trouble shooting a few times, did not work. I have contacted support 4x, and have been issued a ticket. I just thought it would take a few hours, not more than a day for this thing to be resolved.

  • Derr
    Derr Posts: 6,277 ✭✭
    edited June 2023
    https://forum.fizz.ca/en/discussion/comment/6705702#Comment_6705702

    There are a lot of users who experienced the same thing, just type ''pending reactivation'' in the research tool.

    Can a @Whizz help this user please and escalate her ticket?

    Thanks

  • FizzyFizz JQMPM
    FizzyFizz JQMPM Posts: 6,753 ✭✭

    Other than remove and reinsert the sim card and rebooting your phone, the only advice we can give you is to contact customer service to have your issue solved...

  • Whizz
    Whizz Posts: 23,047 admin

    Hello Bonnie99_,
    I am sorry for the situation encountered,
    I can see that you have contacted us in private and the situation was escalated to our technical team in order to fix the issue.
    I am sorry for the inconveniences this has caused you! 
    As soon as the technical team solves the issue, you will be informed via email with all the details.
    You can see the status of your ticket in your Fizz account> Overview section.
    Thank you for your understanding!
    Have a good day!
    -Eugen 

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