Answered question

New Sim card wont connect to network and keeps telling me to try later?

So I received the sim card, I activated it and transferred my number from my other provider, didnt receive the confirmation email yet after 3 hours but still went ahead and put the sim card in my cell after 2h15mins. Take note after 30 mins I had no more network from my old provider. This being said, I rebooted my cell with the new fizz sim card and when I select the fizz network it keeps turning and ends up saying please try later. But heres the thing my phone was bought before dec 2017 so is locked but I have the unlock code from my old provider and was expecting a pop up from the new sim card from fizz when inserted to put my unlock code but never got that demand as if my phone would be already unlocked ...

Kinda lost here and dont know how to get my fizz sim card going.
Help please!

Mike
Mike

Mike

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It seems that the plan is not full activated.

if the phone was locked, the message will be different

 

It it still does not work, contact the support, since they need to do something on their end.

 

To contact the support you need to go to this page https://fizz.ca/en/contact-us, Fizz push you to find your solution, therefore, you need to search in the solution hub to your solution and only after 10 seconds that you are in a solution page Fizz will give you the chat bubble.

 

CHAT

  • Go to this page https://fizz.ca/en/faq/resolving-issues, if you are not connect login
  • The business hours: every day from 8 a.m. to 9 p.m. (EST).
  • Wait 5 seconds for the bubble icon to appear at the bottom right of the browser and click on the icon to chat with support. Try a different browser if you have issues getting the bubble to appear.

If the chat bubble does not appear, this means that the number of sessions waiting for our answers surpasses our processing capacity. If that happens, send us a private message via Facebook Messenger or Twitter.

 

FACEBOOK

Your can also send a message via facebook messanger https://facebook.com/fizzca and click send a message (this is a bit slower)

 

CONTACT FORM

You can also fill a contact form from your account Once logged in, from the account panel go to My Profile → Contact Form (the subject are limited) and fill out the form and someone will email you back.

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I dont believe they will like me calling them when they already cut me off once I did the transfer of my phone number to fizz online without even warning them. I have the unlock code bc u can ask and donit itself online following videotron instructions. Now the thing is, is that the sim card just wont connect even tho I can see all the fizz networks available. It's just that once I choose one it keeps spinning and ends up saying it cant connect and that's where my issue lies...

I dont want to seem impatient here but I've already done all that!
When I put the fizz sim card in, the network does appear and I can click on it. Once again ... the network (fizz) keeps spinning around and ends up saying network not available. So for some obvious reason (my old provider must of unlocked my phone themselves) as I can see the fizz network. It just doesnt connect on it!

My question is this... would it be possible that it's not available yet bc fizz is pending my Mastercard payment for my plan?

 

 

If if you are still have problem tomorrow morning contact the support 

 

CHAT

Go to this page https://fizz.ca/en/faq/resolving-issuesif you are not connect login

The business hours: every day from 8 a.m. to 9 p.m. (EST).

Wait 5 seconds for the bubble icon to appear at the bottom right of the browser and click on the icon to chat with support. Try a different browser if you have issues getting the bubble to appear.

If the chat bubble does not appear, this means that the number of sessions waiting for our answers surpasses our processing capacity. If that happens, send us a private message via Facebook Messenger or Twitter.

 

FACEBOOK

Your can also send a message via facebook messanger https://facebook.com/fizzca and click send a message (this is a bit slower)

 

CONTACT FORM

You can also fill a contact form from your account Once logged in, from the account panel go to My Profile → Contact Form (the subject are limited) and fill out the form and someone will email you back.

If the phone is locked to Videotron, it'll probably still work with Fizz. At least, it works that way with other big carriers and their cheaper spin offs. Eg. My husband's pc mobile phone is locked ot the bell network.

Ok so here is an update for those reading ...

Seems like although I followed every step adequately to activate and transfer my phone line and all.... something went wrong with the activation of the sim card itself. While being in my fizz account I noticed I had a notification saying my activation was still pending (although I already did activate it all before).
So I tried putting in the activation code again and here it said it was already assigned to a member lol (well now . Hello that's me silly) but hey since i now knew there was a bigger problem i contacted support line last night via messenger and this morning via chat bubble. I was given a ticket number and to be patient and wait for a email once the issue is resolved. I'm becoming impatient as I havent had a phone line since last night 18h45 ... so I'm hoping this will be quick.
And as of my Mastercard... it's no longer pending they took the money for the plan but still no plan activated due to this situation apparently.

Other people here have had ticket numbers open and resolved adequately in a timely manner ???

Mike
Mike

Mike

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5000 / 5000
points

For this mater usually are not bad. I do not have direct experience, but I will think that your situation will have a solution for this afternoon.

Sorry :(

Still waiting on technical support team to fix the problem after having 2 tickets opened. Almost 24 hours without a phone line.
Greatly disappointed up till now I must admit.

Second update for those still following this...

Technical support still hasn't solved my problem

I havent had a phone line or sms since the 28th November (since the switch of providers).... apparently my situation is a priority according to the customer service team but nothing is moving......
At this point I'm not sure if I rather request a refund and go elsewhere..... unfortunately we are very dependent of our cell phones nowadays and with young children at home this bothers me a lot.
And I still want to mention that fizz has taken my money for the plan but isnt giving me any service at all since the switch.

If I didnt know any better I'd think that this whole company is fake... what's making me be patient is that I have someone else who is using the service and is satisfied so I'm trying to be very patient here but honestly I'm finding this VERY LONG!!!

I'll keep u guys posted later today and see what's up then.

it is most probably the matter of your phone being locked, in such case fizz cannot do much.

You might want to check: https://fizz.ca/en/faq/how-do-i-unlock-my-phone

and particularly do the check:

When your card is inserted:
Your phone is unlocked if it connects to the network or asks you for a PIN code to unlock the SIM card.
Your phone is locked if it asks you for a SIM unlock code. Follow the instructions below to unlock it (link above)

it looks like you phone is still locked. you can see any networks on a locked phone, but will not be able to connect if not authorized. when you input your fizz card, your unlocked phone will connect to fizz automatically, without need to choose network or anything else.
in your case, you really need to contact your previous provider for unlock (not sure if just having the code is enough, but thats better to ask their support).
hope it helps to resolve it faster.

p.s. just in case check if your phone is compatible with fizz: https://fizz.ca/en/faq/compatible-devices

It has nothing to do with the phone itself. They started by resetting the sim card (1st ticket then they closed this once solved) then they opened another ticket to activate my plan as something is not working there also....
So all and all I hit the damn jackpot if complications and still dont have a phone :(

well if you can ask somebody's else sim card (other than your previous provider) to check your phone is unlocked, that would be the best.
the problem with fizz support is that they tend to fix the things by resetting somethings, while the problem is often not there. so now since they reset your sim card, im not sure how they gonna proceed: it would be easier for them to send you another sim card and start over. good luck and really try to test your phone first on your end.

@KK Thank you for your input but this is way more complicated then just a sim card at the moment! I've been in touch with customer services many times since yesterday and everything right now is dependent of the technical support team.

I will be back later with an update to their work for us as clients.
Hoping I will have positive news to report back to all of you who never had to deal with them directly.

Final update!

As of early this morning (after 3 days) my phone is up and going after receiving fizz email and rebooting cell phone. So let's just go over a little bit what had to be done...

1- Sim card had to be reactivated
2- Plan had to be activated

Offical issues... Sim card needed to be reassigned to activate once again and the plan chosen got stuck in between systems and wouldn't activate.

Solution: I had to contact customer services to open a ticket (ended up being three tickets in total). I used messenger and the chat bubble on solution hub to reach them many times. Customer service then sends the ticket(s) to the technical services team (which do not work directly with them or near them). Please take note that I'm not convinced they work on weekends or maybe its reduced staff ... (that part I'm still unsure of since it all happened over the weekend).

Even after many complaints on my behalf I will gladly say that customer service agents have been very patient, polite and wonderful even tho I was not at all times as patient in return with them.

Once phone back in service, I had to get back in touch with customer service for reimbursement related to a 3 day abstinence of my cell. This time, very fast and immediate reimbursement.

So for those wondering if it was all worth it? Answer is yes. Patience is a virtue! (Still working on that one personally) lol