There is a delay before I receive text messages or multimedia text messages (SMS and MMS). Why?
When a phone tries to send a text message or a multimedia text message when it does not have access to the mobile network, delivery of the message may be delayed.
Conversely, when a message cannot be routed to a phone because it is out of range of the mobile network, the message will remain on hold until it can be delivered.
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.
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.
Test with another phone
If possible, do a test using a different mobile 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 you can reproduce the problem. 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, your 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 line 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
- If text messaging already worked or not with the same user(s)
- If the issue occurs on 3G, 4G or on the LTE network
(This information should be displayed on the phone’s screen.)