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

IMPORTANT: If your phone line has been active on the Fizz network for less than 48 hours, see:  
Transferring your phone line

If you’re having difficulty making phone calls (but can receive calls) see: 
My phone can’t make 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 coverage zone for the Fizz network, you can connect via our partner network.
Learn about accessing our partner network

 

Troubleshooting:
  1. Make sure you have minutes

    Make sure you have minutes left on your plan.

    If your plan does not contain any minutes, it will be impossible to receive calls on your phone.

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

    • Buy an Add-on (you can then make and receive calls immediately)
    • Add funds to your wallet (you can then make and receive calls immediately)
    • Change your plan (any plan change will be effective starting at your next payment cycle)

     

    Log into your account 

  1. Restart your phone

    Reboot (power cycle) your device by holding down the device’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 device 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 device. 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. Is call forwarding activated?

    Make sure call forwarding is not enabled on your device.

    The process will vary depending on your device. Here are two examples:

    Android: Open the phone app →  Click on the three dots on the top right of the screen → Settings → More settings → Call forwarding

    iPhone: Settings → Telephone → Call forwarding

    You can cancel call forwarding on your phone by typing #21# on your phone’s keypad.

  1. Is call blocking activated?

    Make sure call blocking is not activated on your mobile device.

    The process of deactivating call blocking will vary depending on your device. Here are two examples:

    Android: Open the phone app → Tap the 3-dot icon (top-right corner) →  Call settings → Reject calls

    iPhone: Settings → Phone → Call blocking and identification 

    Note: Some devices also have a feature that blocks anonymous calls. You can modify this option by following the same steps described above.

  1. Is the "Do not disturb" option active?

    Make sure the “do not disturb” option is deactivated on your phone.

    The process for deactivating the “do not disturb” option will vary depending on the type of phone you have. Here are two examples:

    Android: Slide your finger from the top to the bottom of the screen (Options panel) → Do not disturb

    iPhone: Settings → Do not disturb 

    Note: Depending on your phone model and operating system, the "do not disturb" option may completely reject calls, or it may mute ringtones and other audible alerts. Make sure you test your phone to find out how it handles “do not disturb”.

  1. Is your phone on the Fizz network?

    Make sure your device is configured to automatically select the Fizz mobile network. 

    IMPORTANT: Before starting this process, make sure the SIM card is inserted in your device. Otherwise, the Mobile networks menu will not be visible.

    The steps for enabling your device 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 → Operators → Automatic/Fizz

  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.

    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.

  1. Is your number being transferred to Fizz?

    If your phone number is being transferred from your previous mobile service provider to Fizz, you may not be able to receive calls and text messages.

    It's possible that incoming calls and text messages are still being routed to the SIM card of your previous service provider even if some services are now fully functional on Fizz.

    Test incoming calls with the SIM card from your previous service provider. If it works, it's probably a portability issue with your mobile line.

     

    If necessary, consult the following troubleshooting sheet: I’m having problems transferring my current phone number to Fizz