problem in switching to VoLTE

Marie-Pier A. #31917
Marie-Pier A. #31917 Posts: 5 ✭✭
edited July 2023 in My Mobile

Hello, I am currently making a switch to VoLTE. I am currently in step 2 of the protocol, where I have to wait for my current SIM card to be deactivated and therefore my phone to search for the network. But my old SIM card does not deactivate and when I insert the new card it does not work. I don't understand bécasse I followed the first step which was to go to "Change my SIM card" then "Activate my SIM card" and then I entered the activation code for the new SIM card…

Answers

  • Jess_i88b6
    Jess_i88b6 Posts: 14,010 ✭✭
    edited July 2023

    wait the desactivation of the old card before inserting the new one

    don’t rush it.

    probably there is some problem with the procedure and it will be solved soon

  • Marie-Pier A. #31917
    Marie-Pier A. #31917 Posts: 5 ✭✭

    I've been waiting for 1h30 already... On the step it is marked to wait "a few minutes". My dad made it this week and told me it took 2 minutes to deactivate. So I find it weird that it's so long.

  • Jess_i88b6
    Jess_i88b6 Posts: 14,010 ✭✭

    Yes but today it seems that they have a problem, usually it takes a minute or two

    You can always contact the support, but I will wait till tomorrow

    You can chat in direct

    • Sign into your account

    • Follow the link on this page: https://fizz.ca/en/faq/im-unable-log-my-fizz-account-what-do-i-do

    • Wait 3 seconds for the green bubble with a '❔' appears at the bottom right of the browser, if you use a phone you must use it in desktop or horizontal mode

    • Choose the option 💬 chat

    • If the green bubble does not appear make sure your ad blocker is disabled, otherwise try with another browser.


    Or by private message on Facebook: https://www.facebook.com/fizzca/

  • Jess_i88b6
    Jess_i88b6 Posts: 14,010 ✭✭
    edited July 2023

    Are you planning to leave tonight for the states?

    since you are obliged to have a VoLTE sim to use the phone there

  • Sébastien code ZXEL1
    Sébastien code ZXEL1 Posts: 7,762 ✭✭

    did you succeed?

  • Steve C. #35902
    Steve C. #35902 Posts: 2 ✭✭

    I've been having issues since Friday... I guess it will take some time for them to fix...

  • AK20230110
    AK20230110 Posts: 5,111 ✭✭

    Hello,

    Try to reach customer service on Live chat : https://fizz.ca/en/support as they sometimes need a few extra details to possibly escalate a ticket to address your situation.

  • Whizz
    Whizz Posts: 23,506 admin

    Hello Marie-Pier A. #31917  ,

    Sorry to hear about the issue,

    I tried to verify your account for any Sim card change request that you might have tried, but I didn`t find anything.

    Please try again to change the Sim card using the instructions found in the Sim card box using another browser.

    If you don`t see any changes and a screen that confirms that you managed to make the change, please reach our colleagues on Live chat following these details : https://fizz.ca/en/support so they can help you further with the Sim change request.


    Thank you for your understanding.
    Have a good one,
    -Raul

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