I’m receiving multiple copies of my text or multimedia text messages (SMS or MMS). Why?

If you are receiving multiple copies of your text messages, it may be caused by an intermittent connection between your phone and the mobile network. To make sure messages are delivered, your phone makes several attempts, which may result in  multiple copies of a text message.

 

Troubleshooting:
  1. Restart your phone

    Reboot (power cycle) your phone by holding down the phone’s start button for 10 seconds.

    Following your reboot, your applications will load. Your phone will then re-authenticate to the Fizz mobile network and potentially recover its authorization to access the network.

  1. Is it with multiple users?

    Determine if this is an issue affecting one or many users.

    It is important to know if the issue occurs when you are messaging just one person, or many different people.

    Do several tests, using the same type of message, with different people.

  1. Delete the conversation and the contact

    Delete the conversation and the contact that are problematic.

    A contact on your phone may have been modified or corrupted by a system update or software bug.

    Delete the conversation threads (sender and receiver) and problematic contact completely and send your message by manually entering the recipient's number using your phone’s keypad.

    If this is a reception problem, ask the sender to do this.

    You may need to delete the contact from phone’s contact in order to manually send them a text message.

    The process for deleting a conversation thread may vary from phone to phone. Here are two examples:

    Android: Messages → Touch the conversation for a few seconds → Delete

    iPhone: Messages → Modify → Choose the message → Delete

  1. Test with another phone

    If possible, do a test 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 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.

    IMPORTANT: If the problem persists after this troubleshooting, write down some recent examples of when the problem occurred, making sure to include the following information:

    • Destination phone number(s)
    • Date(s) and time(s) when the issue occured