eSim doesn't work with my phone

sylviawh
sylviawh Posts: 4 ✭
edited November 24 in My Mobile
I try to transfer my number to fizz and use the number open the esim. but then I found out that my phone doesn't support eSim. the phone number is already under my account.

at the same time, I try to use "support", "start a chat", but the button doesn't work at all. I tried several brewers and devices, none of them work.

Answers

  • Bois_3ISKD
    Bois_3ISKD Posts: 7,455 ✭✭

    @sylviawh said:
    I try to transfer my number to fizz and use the number open the esim. but then I found out that my phone doesn't support eSim. the phone number is already under my account.

    at the same time, I try to use "support", "start a chat", but the button doesn't work at all. I tried several brewers and devices, none of them work.

    Clear your browser cache, try a private browsing mode, and disable your VPN if you are using one.

  • MobileFizzer_VBMV6
    MobileFizzer_VBMV6 Posts: 586 ✭✭
    edited November 24

    There is a 2nd escalation option to contact support if the chat doesn't work for you.
    https://zone.fizz.ca/dce/customer-ui-prod/account/contact-us
    Look under File a complaint.

    Before you do, are you sure that the number transfer has actually started? Is your old SIM no longer registering on the network? Normally, you need to confirm a number transfer by SMS on your old SIM card before it goes ahead. I'm not even sure if Fizz will allow you to start the transfer process until they have confirmation that the eSim was installed on a phone.
    Just because your Fizz account shows your number doesn't necessarily mean that Fizz has actually taken possession of it.

  • Whizz
    Whizz Posts: 26,736 admin

    Hello @sylviawh ,

    We are sorry for the inconvenience.
    If you phone is not esim compatible it is not possible to finish the transfer as the eSIM must be installed to continue the process.
    Please contact us by chat to assist you further to fix this: https://fizz.ca/en/support
    I invite you to try accessing it from an incognito page of your browser after clearing cache memory and cookies.
    Thank you for your kind understanding.
    Have a nice day!
    -Simona, Community Moderator

  • sylviawh
    sylviawh Posts: 4 ✭
    I did try the private mode and clear all the browse cache, and no VPN at all.
    it has a green chat bubble when I not log in, it shows "temporary unavailable" page when I click on. but if I log in, the bubble disappears.
    about the complaint, my number hasn't been transferred to Fizz yet. I ordered eSim which my phone doesn't work with it. I would like to talk to any agent to cancel the order. instead I can buy a physical one. but now I cannot talk to an agent at all. that's my dilemma.
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