Change Sim via Manage SIM gives error message: Something went wrong on our end. Check back later or try again.

[Sam123s]

I tried to change my SIM card via https://www.fido.ca/self-serve/manage-sim/change-sim but always get an error message on Step 2:  Something went wrong on our end. Check back later or try again.

I had tried all of the options: 

• eSIM :  both scan a QR code or enter new eSIM number
• Physical SIM

I also tried it on the web and the app.

All of these option gave me the same error. 

The Manage SIM function was working for me until I ported my number in to Fido. (replacing the current phone number with the one from the other carrier)

Anyone having the same issue?

[Original_Lucy]

You are so welcome. Cheers 

[Original_Lucy]

Hi @Sam123s , your best bet is to contact Fido's technical support and have that checked out. Here are ways to contact Fido support. I have had good luck avoiding wait times by contacting fidosolutions on Twitter or Facebook. 

[Sam123s]

Hi @Original_Lucy ! Thank you for your advice.  I contacted technical support, and they said there was nothing wrong with Fido.

As a developer, I use the browser's developer tool to see what's actually going on. Aha, Fido's server returned an error message saying: 

"status": {
"code": "590.001",
"codeName": "failure"
},
"content": {
"message": "Multiple Current Sim number present",
"uri": "/v2/customer/accounts/<UID REMOVED>==/subscription/<UID REMOVED>==/sim/reservation"
}

So, there are multiple SIM numbers in my account, preventing me from switching my SIM. So I called tech support again to tell them what I found. 

I requested to open a case and get the issue escalated, and they did. A moment later, I got a text message says "Thank you for reporting a problem with your Fido mobile serve. We have investigated your reported issue, but no fault can be found." 

Well, I guess they have no idea what my issue is and were acting like, "Let's get this issue closed and call it a day". 

Is there any Fido CS in this forum that can take this issue? I don't want to waste another hour to call tech support since they have no idea what's happening. 

Thanks

[Original_Lucy]

Hi @Sam123s , glad you tracked down the issue. @FidoSolutions. Might be able to assist you with your issue. You can try contacting them here by dm or on Twitter by dm. Hope it gets resolved. 

[Sam123s]

Thank you so much! I spent lots of time on this issue and was feeling hopeless as none of the CS and tech support understood the problem.