I’m travelling outside my coverage zone and can’t make any calls. Why?

If you’re outside your coverage zone and are having difficulty accessing your mobile data, go to:

I’m travelling (roaming) and unable to use my mobile data 

Note: Additional fees may apply when you use your mobile device outside your usual coverage area.

See: I’m travelling outside Canada. What are my roaming options? 

When you are traveling outside your usual coverage area and using your mobile device, you must connect to an available local mobile network that is compatible with your phone.

 

Troubleshooting:
  1. Is your wallet empty?

    If your wallet is empty and you’re outside your coverage zone, you will not be able to make calls.

    When you are outside your coverage area and the wallet associated with your plan is empty, Pay As You Go will not be possible — therefore you will not be able to make or receive calls. You must add money to your wallet to enable Pay As You Go.

  1. Have you bought the right Travel Add-On?

    Make sure you have bought the right Travel Add-On.

    You need to purchase the Travel Add-On that corresponds to the zone you are travelling in. If the Travel Add-On you bought does not match the location you are currently in, you will not be able to make or receive calls, or access mobile data on partner networks outside the Fizz coverage area.

  1. Roaming and international calling

    Make sure that roaming and international calling are activated (in My Plans > Manage plan > Advanced parameters).

    These two options must be activated for you to use data, texts and voice while roaming.

  1. Restart your phone

    Reboot (power cycle) your device 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.

  1. Did your phone select the right network?

    Make sure your device has selected the mobile network you wish to roam on. 

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

    The process for choosing a mobile network can vary depending on your phone model. Here are two examples:

    Android: Settings → Connections → Mobile networks → Network operators → Search networks → Choose your roaming network

    iPhone: Settings → Operators → Choose your roaming network 

    The frequency band used may vary from one service provider to another.

    Your phone may not be able to connect to all available mobile networks.

  1. Did you dial the number correctly?

    Make sure you have correctly dialed the number and area code you wish to call.

    If you are trying to call a local number or a number outside your usual coverage area, make sure you have dialed the correct country and/or area code.

    If you use pre-recorded speed dial in your device to call one of your contacts, some characters may be missing. 

    Calls made within Canada or the United States: 

     

     

    DIRECT

    WITH DIRECTORY ASSISTANCE

    Local

    Area code - 7-digit number

     

    Long distance (US & Canada)

    1 - Area code - 7-digit number

    0 - Area code - 7-digit number

    Other countries

    011 - Country code - City code - Local number

    01 - Country code - City code - Local number

    Emergency

    911

     


    Calls made from within another country (not Canada or the United States)

     

     

    DIRECT

    WITH DIRECTORY ASSISTANCE

    Local

    Local number

     

    Long distance (US & Canada)

    +1 - Area code - 7-digit number

     

    Other countries

    011 - Country code - City code - Local number

    01 - Country code - City number - Local number

    Emergency

    112

     

     

    Note: If you are traveling, you can also change the country code to '' + '' by holding 0 on your phone keypad.

    By doing this, the appropriate country code will be automatically selected no matter where you are.

    Example: (+) (Country Code) (Area Code) (Telephone Number)

    If the issue you are experiencing is limited to receiving calls, ensure that no call forwarding or blocking is enabled in your phone.