Answered question

I added a new credit card,set as default but the payment wasn't taken and the internet is now not working?

I had a rejected payment email telling me to update my credit card details by 10pm when another attempt would be made. I updated my details as requested and since I heard nothing further I assumed it had been successful but 2 days later the internet is now not working.

How do I reach someone to make an immediate payment and return my internet?

Robyn
Robyn

Robyn

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Hi Robyn

You need to link the payment method to your plan and make a manual payment.

Go to manage your plan on your account to confirm that the payment went through. Click on your payment method. If you see the "Make payment now" button, click to make a manual payment. Once payment has been made, your service will be restored within 2 hours.

Meanwhile, please try restarting your modem.

In case of a problem, you can contact customer support by chat, from 8 AM to 9 PM every day:

1- Connect to your Fizz account by clicking « Login » in the top right corner at fizz.ca
2- Any ad blockers in your browser should be disabled.
3- Open a Fizz help page like this one: https://fizz.ca/en/faq/how-do-i-fix-payment-issue
4- The green chat bubble should appear after a few seconds in the bottom right corner.

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Other answers

Mike
Mike

Mike

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Hi Robyn
If you go back in your account, you must have a link to force the payment


source: https://fizz.ca/en/faq/how-do-i-update-my-payment-method-...

If your payment method is working, but you got only a temporary problem
Access your plan, then your payment method. If you see the "Make payment now" button, click to make a manual payment and your service will be restored within 2 hours.

After the payment is received from Fizz allow up to 2 hours to reactivate the service, and restart your device

You can also contact customer support by chat, from 8 AM to 9 PM every day:

1- Connect to your Fizz account by clicking « Login » in the top right corner at fizz.ca
2- Any ad blockers in your browser should be disabled.
3- Click on this link: https://fizz.ca/en/faq/how-do-i-update-my-payment-method-...
4- The green chat bubble should appear after a few seconds in the bottom right corner.

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

redhead
redhead

redhead

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I had LOTS of trouble when I received a new credit card (same number, different expiration date / CVV). It took Fizz three weeks to figure it out. They kept saying it's the bank's fault, but the bank confirmed TWICE that the error was not on their end. I ended up filing a complaint with the CCTS and Fizz finally found the source of the problem and fixed it.

Fizz even admitted their payment system was "sensitive".

In the meantime, maybe you can use a friend's credit card to pay for your service.

redhead
redhead

redhead

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You and me and A LOT of other people on this forum and Reddit.

JoanMr
JoanMr

JoanMr

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Hey,
Sorry to hear that. Is everything in order now? Please let us know !

Whizz
Whizz

Whizz

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Team

Hello Robyn,

We're sorry about this situation you encountered. Checking your account, I see that the payment was successful and the internet plan now appears active and in good standing as well. I suggest restarting the modem as Fizzy suggested as well and if by any chance your services aren't working successfully afterward, please reach out to us so we can further help: https://fizz.ca/en/contact-us

Thank you so much for your understanding.
Have a lovely day,
-Ioana