Port-out failed, self-serve account options locked, customer support non-existent. Next steps?
Here is a timeline of what happened:
- The Initial Transfer: I recently financed a new phone with another carrier and initiated a number transfer (port-out) from Fizz.
- The First Glitch: I received the authorization text message from Fizz and replied "yes." I got a confirmation message saying the transfer was approved, but shortly after, the transfer mysteriously got cancelled.
- The Account Lockout: When I tried to restart the process, Fizz stopped sending the authorization text altogether. Worse, my account has essentially been locked out of all self-serve actions—I can no longer generate a new eSIM, change my plan, or manage my account.
- Support Dead End: I’ve contacted Fizz live chat every other day for the past week. The only response I get is that it's a "technical error under investigation," with zero updates or resolutions provided. My formal complaint has also gone nowhere.
- The Phone Loop: During my last chat, support told me to call Videotron's dedicated port-out team at 1-833-655-8479. However, when I call, their automated system asks for my phone number, says there is no active transfer request, and immediately hangs up on me.
At this point, I have tried every reasonable avenue to resolve this directly with Fizz and I am completely stuck without working service and a locked account.
Has anyone experienced this specific loop before? Is filing an official complaint with the CCTS my only option left at this point?
Thanks in advance for any insights!
Answers
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Hello @diningtiers,
Thank you for your message.
Following my verification, I can see that the transfer attempt was initiated and the confirmation was sent to the provider you wanted to transfer to. Since the transfer stopped, there is probably an issue on their side.
Also, there is a ticket opened for this matter and it is currently being verified, to see what is the root cause of the current matter.I am really sorry for this situation. I count on your kind patience and understanding while this issue is being resolved.
I wish you a great day!
Peter, Community Moderator
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Normally the new provider should handle the number transfer. You can contact them.
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In order for the new provider to handle the number transfer, the old provider (Fizz in this case) needs to release the number. Unfortunately, despite several attempts Fizz has been unable to do that. I keep getting asked to call the dedicated port-out team at +1 833 655 8479 but the IVR hangs up after stating 'No active transfer request' which is grossly inaccurate. In summary, it's been over 3 full weeks without any resolution or updates from Fizz. The official complaint is with CCTS now.
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Hello @diningtiers ,
We apologize for the inconvenience.
Upon reviewing your Fizz account, your case has been transferred to our senior team.
Please follow up directly through the email thread they send you so we can get this resolved as quickly as possible.Thank you for your patience, and have a wonderful day!
— Simona, Community Moderator
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