Phone number transfer fail

ErikO
ErikO Posts: 2 ✭
edited 2:41AM in Welcome and join
I'm trying to transfer my number to another provider because Fizz has dead spots all over town. They sent me a text message and I confirmed the transfer. They even sent an email confirming. So I deleted my eSIM. Well... they didn't transfer the number. Now I can't transfer because I can't receive the SMS to approve. I've been without phone service for a week, I can't get SMS messages to log in to various services. They finally sent me an email with a phone number I can use instead of SMS. I tried that, then they kept me waiting 10 minutes, before saying "our offices are not open." Why keep me on hold to before telling me you're not open. At least the other provider has a support person I can chat with. Fizz just has this forum.

Best Answer

  • MobileFizzer_VBMV6
    MobileFizzer_VBMV6 Posts: 400 ✭✭
    Answer ✓

    If the number transfer didn't go through, your Fizz service should still be active. So, go on the Fizz website, My plans -> Manage my plan -> Change SIM card and follow the instructions to request a new eSim. Activate it on your phone and once it is active, you can restart the transfer to the other provider as you have restored the ability to receive the transfer confirmation text from Fizz.

    I am a bit surprised about your reasoning though. If Fizz indeed has "dead spots all over town", your phone would start using one of the Fizz EXT networks. So, one of the big three. And since your Fizz plan can access all three, I can't quite imagine how switching to one of them or any of their respective subbrands will possibly improve your network coverage.

Answers

  • Mike RZMAX
    Mike RZMAX Posts: 6,262 ✭✭
    edited 1:29AM

    Contact support
    https://fizz.ca/en/support

  • Whizz
    Whizz Posts: 26,063 admin

    Hello ErikO,

    I’m sorry to hear about the situation you are experiencing. 

    I have checked your account and can confirm that the eSIM was indeed deleted. 
    As the other users mentioned, you can make a sim change directly from your account to obtain a new QR code, which will allow you to regain access to your plan and receive texts. Once you have the new QR code, you can submit a new port-out request with your new provider. Please note that the previous port-in request has expired.

    To make the SIM change, please go to My Plans > Manage Plan > Change My SIM in your account. From there, you can choose the eSIM. 
    You will be asked to enter the details of a payment method associated with your mobile plan. The idea is to validate your identity as the owner of the plan. 
    After that, scan the QR code and install your eSIM within 30 minutes of ordering. Once installed on your phone, do not delete your eSIM. Once your request to change your SIM is submitted, a 30-minute delay is set for security reasons before your new SIM is officially activated. You can see more about this here: https://fizz.ca/en/faq/how-can-i-change-sim-associated-my-mobile-plan

    If you encounter any issue or need further assistance, do not hesitate to contact our support team: https://fizz.ca/en/support

    Thank you for understanding, have a good one! 
    Alexandra, Community Moderator

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