I can’t make any calls on my phone. Why?

If you’re having difficulty receiving phone calls (but can make calls) see:
My phone isn’t receiving any calls. How do I fix it?

Make sure you are in a zone that has adequate coverage.
See our network coverage map

If you are outside the Fizz network, you can connect via our partner network.
Learn about accessing our partner network

 

Troubleshooting:
  1. Make sure you have minutes

    If your plan does not contain any minute, you will not be able to make or receive calls on your phone.

    Several options are available to you in My Account under ''Manage plan'' to regularize the situation:

    • Add-ons (Immediate)
    • Wallet (Immediate)
    • Make changes to this plan (At the end of the payment cycle)  

     

    Go to My plans.

  1. Restart your phone

    Reboot (power cycle) your phone by holding down the phone’s start button for 10 seconds.

    After you reboot, your applications will reload. Your phone will then re-authenticate to the Fizz mobile network. This will allow your phone to recover its authorization to access the network

  1. Airplane mode or offline mode

    Make sure your phone is not in airplane mode or offline mode.

    If airplane mode or offline mode is activated on your phone, all connections such as calls, mobile data, Wi-Fi, Bluetooth function, etc. will not work.

    The process of turning off airplane mode or offline mode will vary depending on your phone. Here are two examples:

    Android: Slide your finger from the top to the bottom of the screen (options panel) → Offline mode

    iPhone: Settings → Airplane mode

  1. Does the recipient block calls?

    Check if the recipient(s) has/have blocked your call.

    The person you are calling may have blocked calls from specific numbers, here's how to check if this is the case. 

    Note: This check must be made from the phone of the person you are trying to reach.

    The process for checking if calls are blocked may vary from phone to phone. Here are two examples:

    Android: Phone → Click on the three dots at the top right of your screen → Settings → Block numbers

    iPhone: Settings → Phone → Call blocking & identification 

    Alternate solution: Dial #31# before the number of the person you want to contact.

    This command will mask your phone number, possibly resolving the issue by bypassing the number block.

  1. Is it a long distance call?

    If it a long distance call, make sure you dial the number and the area code correctly.

    If a digit is wrong or missing, the call cannot be directed correctly to the recipient.

    It is recommended to add the ''+'' sign in front of the full number when making international calls by holding down the zero (0) key, especially when you are traveling.

  1. Test using a different mobile phone

    If possible, do a test using a different mobile phone.

    If you have access to a phone that is compatible with the Fizz mobile network, insert your Fizz SIM card into this phone and see if you can reproduce the problem. This will tell you if your phone is the source of the problem.

    • If the issue cannot be reproduced and is therefore limited to your phone, it may be necessary to reset your phone to its default settings.
       
    • If the issue does occur on the second phone, there could be an issue with our systems. Report this issue to one of our customer support representatives
       

    Conversely, if you do not have access to another phone compatible with the Fizz network but do have access to another active Fizz SIM card with a plan that includes mobile data, insert this card into your phone.

    • If the situation does not occur with this second SIM card, your phone could be the cause. It may be necessary to reset your phone to its default settings.
       
    • If the situation cannot be reproduced, it may be an issue with the line and/or the original SIM card. Report this issue to one of our customer support representatives.