Lost my phone - Impossible to activate new SIM

cocococo
cocococo Posts: 2 ✭✭
edited January 21 in Your Fizz Account

I lost my phone around 2 weeks ago. After hoping that it would turn up, I finally gave in and bought a new SIM card about a week ago. When I went to activate it I was blocked me because I had not updated my address and it therefore didn’t match my ID (although my payment info is linked to my current address). I was told someone would contact me about it, have still not heard anything. I updated my address, and contacted fizz through the complaint channel. I got back a generic answer last Thursday. I answered right away with all of my information and have not heard anything since. I am locked out of all my 2FA (email, banking) and am unable to receive important calls, notably from insurance companies dealing with a recent incident at my home. How long am I expected to wait with no access to the phone plan I am paying for? Are there any other channels for getting something like this resolved? No one has been able to give me a sense of how long this will take - feel totally helpless and am considering canceling my plan altogether.

Best Answer

  • Whizz
    Whizz Posts: 23,888 admin
    Answer ✓

    Hello cocococo,
    I am really sorry to hear about the situation about your phone and that you did not receive the expected answer.
    In order to better assist you with the regard please reach out to https://fizz.ca/en/support and select the live chat option, and agent will be there ready to assist you with the sim change.
    They will require from you some identification to make sure that you are the true owner of the account.
    Thank you for your kind understanding and cooperation, have a nice day.
    -Mihai, Community Moderator  

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