New phone, esim not working

vdes_1
vdes_1 Posts: 2 ✭
in My Mobile
I bought a new phone and changed the sim to an esim. It activated on my new phone, but I still have no network after more than 3h. I also can't see my new phone on my plan and can't seem to manually add one.

Answers

  • Whizz
    Whizz Posts: 27,288 admin

    Hello vdes_1,

    I’m sorry to hear about the issue you’re experiencing.

    I’ve verified your account and I can confirm that the SIM swap you made yesterday has been completed, and your eSIM is currently enabled in your mobile plan status.

    To make sure everything is active on your phone, please verify that the eSIM is enabled on your device:

    For iPhone:

    • Go to Settings
    • Tap Cellular (or Mobile Data)
    • Select your Fizz eSIM plan
    • Make sure Turn On This Line is enabled

    For Android:

    • Go to Settings
    • Tap Network & Internet (or Connections)
    • Tap SIMs / SIM Manager / Mobile Network
    • Ensure the Fizz eSIM is turned ON

    If the eSIM is already enabled, please test your line (call, SMS, and mobile data) to ensure that all services are working properly. You can follow the instructions here:https://fizz.ca/en/faq/how-test-my-fizz-line

    If you still experience any issues, please contact one of our support agents here so we can assist you further:
    https://fizz.ca/en/support

    Thank you for understanding! 
    Have a good day! 
    -Alexandra, Community Moderator

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