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

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 108 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.

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.

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.

If your phone is an Android, test with the Google Messages app.

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

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.

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 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

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

The number configured in your phone must be: 1-514-424-0053.

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  

Verification on iOS: Make sure you have the latest network provider setting updates.

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

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.