The content of my text messages or multimedia text messages (SMS or MMS) is empty, incorrect or corrupted. Why?

When a text message is empty or corrupted, it is possible that its content has been damaged during its transition on the mobile network(s).

It could also be a misinterpretation made by the phone, or mishandling by the sender.

For example, a text message containing only spaces might give the impression that the message content is missing.


  1. Is there mobile data in your plan?

    Make sure your plan includes mobile data (My plans).

    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 comes into effect at the start of your next billing cycle.
    You can also add data to your plan and use them right away by buying a data Add-on.
    Remember that you can also access the internet by connecting to a WiFi network.

  1. Is the type of file the cause?

    Is the type of file the cause of the problem?

    Some files may require an application or hardware/software specifications, such as the Flash module, to be able to display certain content.

    Do some tests by sending different types of messages to other users to determine if the problem is limited to one type of file.

  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.

    If the situation occurs with only one other user, it could be a type of non-compatible text encoding between the two phones.

    If the situation arises with all other users, it may be necessary to reset your phone to its factory settings.

  1. Delete all message threads

    Delete all text message threads. Then try sending and receiving messages again.

    If this is an issue related to already existing threads, deleting these conversations could resolve the issue.

    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.

    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.

    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