I can’t send or receive multimedia text messages. Why?
IMPORTANT: If your phone line has been active on the Fizz network for less than 24 hours it is possible that multimedia text messages have not been activated yet.
Log into your account to access the text message activation tool
Make sure you are in a zone that has adequate coverage.
If you are outside the Fizz coverage zone, you can connect via our wide area network.
Are there text messages in your plan?
Make sure you have text messaging in your plan.
Text messages will work on your phone only if you have text messages and mobile data included in your plan.
You can change your plan to add text messages. This change will take effect at the start of your next payment cycle.
You can also add text messages to your plan and use them immediately by buying a Text Add-On.
Is there mobile data in your plan?
If your plan does not include data, you will not be able to connect to the Fizz mobile internet network.
You can adjust your plan to add data. This change will come into effect at the start of your next payment cycle.
You can also add data to your plan and use it right away by buying a Data Add-on.
Multimedia messages use the mobile network. If you don’t have data in your mobile plan, it’ll be impossible for you to send or receive MMS.
To see whether you have data or not, deactivate the Wi-Fi function on your phone, and make a test: try to access a website or use an app that requires data.
Restart your phone
If the network signal is weak, your phone may be connected to an antenna that is not in an optimal location for you to access the network.
Reboot (power cycle) your phone by holding down the device’s start button for 10 seconds.
Following your reboot, your applications will load. Your device will then re-authenticate to the Fizz mobile network and potentially recover its authorization to access the network.
Type the number manually
Try sending your message without using your contacts list.
A contact on your phone may have been modified or corrupted by a system update or software bug.
Try sending your message by manually entering the recipient's phone number using your keypad.
To do this, you may need to completely remove the contact from your phone’s contacts list.
Note: Check to see if the situation repeats itself when you send a multimedia text message to a different recipient.
Is the maximum capacity reached?
Make sure your phone (or your recipient’s phone) has not reached the maximum capacity for the number of text messages it can send, receive or store.
Some phones may have a limit on the number of messages they can receive or send.
Delete some unnecessary conversations or other files (such as photos) that you don’t need to free up storage space so you can send and receive new text messages.
The process for deleting text conversations can vary from one phone to another. Here are two examples:
Android: Messages → Touch the message for a few seconds → Delete
iPhone: Messages → Modify → Select a message → Delete
The process for deleting storage space on your phone can vary depending on the model of your phone. Here are two examples:
Android: Settings → Device maintenance → Storage
iPhone: Settings → General → iPhone storage
Install the latest software update
Make sure you have installed the most recent software update on your phone.
To function optimally, text messaging may require the most recent update or settings. These updates are usually available via your phone’s menu.
The process of updating your phone’s software can vary from one phone model to another. Here are two examples:
Android: Settings → Software update → Manually download updates
iPhone: Settings → General → Software update
Is the phone blocking text messages?
Check if text messages are blocked on your phone.
Text message blocking may be enabled on your (or your recipient’s) phone, preventing your messages from being sent or received.
The process of deactivating blocked texts can vary from one phone model to another. Here are two examples:
Android: Open the phone app → Tap the 3-dot icon (top-right corner) → Call settings → Block messages
iPhone: Settings → Messages → Blocked numbers
Situations specific to Apple iPhones: In Settings you will also find the the option to disable iMessage. This function could compromise your ability to send or receive text messages.
If your previous phone was an iPhone and your new phone is a different brand, make sure you have disconnected your phone number from the iMessage feature — in your phone and/or via the manufacturer’s support site (https://support.apple.com/en-ca).
Make sure your phone’s APN has been correctly configured
Steps to follow for configuring the APN can vary from one phone to another. Here's an example:
Settings → Connections → Mobile networks → Access Point Names → APN
Fizz APN settings are:
- APN: mobile.bm
- MMSC: http://mms.mobile.bm
- MMS proxy: mmsproxy.mobile.bm
- MMS port: 80
- APN type: default,mms,supl
If your phone offers you a predetermined APN type, choose “Internet + MMS”
Other fields should be filled by default; if empty, they are not mandatory.
It is also possible to resend the network settings to your Android phone from your Fizz account. Click here to know how.
1. Make the software update
- Connect to a Wi-Fi network
- Download the latest iOS software update
2. Update the carrier settings
- Once the software update is done, the iPhone will offer a carrier settings update. Make sure to accept it.
Test with another phone
If possible, test the network using a different 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 it is possible to access the internet. 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 issuedoes not 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, you 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 plan and/or the original SIM card. Report this issue to one of our customer support representatives.