I can’t send or receive text messages (SMS). Why?

 

IMPORTANT: Text messaging service (SMS) can take between one (1) and twenty-four (24) hours to be functional if your mobile line has just been activated on Fizz's mobile network.

Some text messages sent by businesses such as 2-step verification messages may not be sent to your phone properly. 
We continue to gradually roll out this type of service so that it operates optimally with as many companies as possible.


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 your plan includes text messages

    Log into your account to access the text message activation tool.

    If your plan does not include text messages, it will be impossible for you to send texts on your phone. 

    You can adjust your plan up to 48 hours before the end of your payment cycle to add text messaging. This change to your plan will take effect at the start of your next billing cycle.

    You can also add minutes to your plan and use them immediately by buying an Add-On for local or long-distance calls.

  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. Do you use a native application?

    Make sure you are using your phone’s native messaging app.

    If you are using a non-native application to send your messages, it’s possible that the issue originates with this app.

    These messaging apps may have their own server or messaging centre.

    Examples of popular messaging apps:

    • WhatsApp
    • Viber
    • Line Mobile Messaging
    • Snapchat
    • Google Hangouts
    • Voxer
    • HeyTell
    • Telegram
    • Talkatone
    • Etc.

  1. Have you reached maximum capacity?

    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

  1. Enter the number manually

    Try sending your text 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: At the same time, check to see if the issue repeats itself when you send a text message to another user.

  1. 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).

  1. Install the most recent 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

  1. The number to the SMSC is configured ok?

    Make sure your phone is correctly configured for the Short Message Message Service Center (SMSC).

    The number configured in your phone must be: 1-438-520-0092.

    The process can vary from one phone model to another. Here are two examples:

    Verification on Android: Applications → Touch the Messaging icon → Context Menu (the three points at the top of the screen) → Settings → More Settings → Text Messages  

    Editing on Android: Dial *#*#4636#*#* from your phone keypad → Phone Information → SMSC: Update with +14385200092  

     

    Verification on iPhone: Dial *#5005*7672# → Press the key to place the call.  

    Editing on iPhone: Dial **5005*7672*+14385200092# → Press the key to place the call.

     

    Most phones allow you to enter the ''+'' character by holding down the ''0'' key for a few seconds.

  1. Test using a different mobile phone

    If you have access to another phone that is compatible with the Fizz mobile network, insert your Fizz SIM card to see if the problem repeats itself. This will allow you to see 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, 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.