Answered question

13 days, no SMS and no response?

I just sent this complaint to Fizz. I've tried to be patient, but it's been 2 weeks without any SMS service at all. Hopefully it works out...

"""My phone was activated on July 31. Since then, Fizz has told me that there are no issues with my account and it is working perfectly, despite repeated emails and help chat requests regarding my SMS service.

It is NOT working perfectly.

I cannot send or receive SMS. I can only send/receive MMS when I am in a group chat with another Fizz member. I can make and receive phone calls without issue, and can access the internet without issue.

I have followed all the FAQs numerous times, including trying my SIM in other phones (does not work on my other S8, or in my wife's iPhone, which works well). I have spent hours trying to get help through Facebook and email. My SMS support ticket was opened 10 days ago without a response.

It's one thing to have a do-it-yourself mobile plan, it's another thing entirely to receive zero support as a new customer. I've already demonstrated that I am willing to change mobility providers, and I am still willing to change.

SMS is a REQUIRED function for me to communicate with my clients.

IF THIS MATTER IS NOT RESOLVED IN 5 DAYS, I WILL BE CHANGING PROVIDERS."""

Travis
Travis

Travis

User level
Level
0
26 / 100
points
MT
MT

MT

User level
Level
4
5000 / 5000
points

Fizz is not a tier 1 service provider and it's currently in stabilization period (https://fizz.ca/en/faq-stabilization-period)
If your phone is very important to you then you should look elsewhere or maybe come back in a year

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Other answers

Gallina
Gallina

Gallina

User level
Level
2
1923 / 2000
points

I am very sorry to hear that you have not found a solution to this problem. I don't have any ideas for a solution, you seem to have done the necessary actions. I just wanted to let you know that if you cancel, do it within 15 days of activating your plan,, in order to get refund.

 Cancelling during the trial period

Issuing you a refund is an essential component our trial period. The trial period is 15 days. (This excludes customers who have an approved Proof of disability form; the trial period is 30 days).

 

Trial period refunds apply only to your monthly fees. Additional expenses such as Add-Ons, Travel Add-Ons and usage purchased with your Wallet will not be refunded.

 

To receive this refund you must not have exceeded:

  • The trial period: 15 days for everyone, with the exception of customers living with a disability (who have completed the disability form)
  • 50% of the data included in your monthly plan (unless you have an approved Proof of disability form)To close your plan during the trial period, use the same process detailed above (with or without keeping your phone number).

 

https://fizz.ca/en/faq/unsubscribe

 

If you meet the above criteria, your cancellation request will be activated immediately — you won’t have to wait until the end of your payment cycle and your refund will occur automatically.

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Travis
Travis

Travis

User level
Level
0
26 / 100
points

Thanks, @Gallina.

@MT: As for "Not a Tier 1", I understood that "a few missed texts" meant a few to several hours a month, not "not sending or receiving any texts for half of the month or more, or maybe never". If "not tier 1" means never using SMS, I'll definitely be moving to a different provider.