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

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)

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.

IMPORTANT: Before starting this process, check your phone’s cellular network parameters and make sure the toggle for this eSIM is activated. If you’re using a physical SIM card, make sure it’s properly inserted (and on the right side!) in your phone.

The SIM, whether it’s an eSIM or a physical SIM card, is what connects your phone to the Fizz mobile network. Without it, you can’t do anything. The “Mobile networks” menu will not be visible.

How to select the Fizz network: 

The steps for enabling your phone to automatically select a network varies depending on the type of phone. Here are two examples:

Android: Settings → Connections → Mobile networks → Network operators → Search networks → Automatic/Fizz

iPhone: Settings → Cellular → Network Selection

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.

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 travelling.

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.

To learn more:

• I can’t receive any calls on my phone. Why?
• I’m travelling outside my coverage area. What are my options?
• I’m outside my coverage zone and my mobile data isn’t working. Why?