Troubleshooting: I can’t access my Fizz TV content. What do I do?

Unable to sign into the Fizz TV app from your device
App keeps loading
Guide is empty
Missing or incorrect channels
Message that subscription limit is reached
Technical support

Fizz is currently in a BETA test period for its TV service in Quebec. As a result of this BETA test period, some of the TV services may be affected and/or limited.  
See the BETA test period terms and conditions

 

No Internet means no TV: Your TV channels are delivered over your Fizz Home Internet connection. If you’re running into any issue with your TV service, start by checking your Internet connection. 

 

  1. Unable to sign into the Fizz TV app from your device

    1. Start by checking if the device you are using is connected to your Fizz Home Internet.
    2. The credentials for the app are the same as those for your Fizz account. Did you change your password for your account at Fizz.ca recently? If so, it’ll have changed for the Fizz TV app as well.  
    3. Is the app up to date? Install any pending application updates. 
    4. Verify if the problem occurs when using a different device. 
    5. Did you block Internet access on your device? Check your Wi-Fi network’s parental control settings. If your device is blocked and cannot use your Wi-Fi network, Fizz TV will not work on it.
      No Internet means no TV.  
    6. Make sure you are not using a personal router and that you are properly connected to your Fizz modem.

  1. App keeps loading

    If you are unable to access the Fizz TV app because it’s stuck on the loading indicator, here are possible solutions that may help you out: 

    • Check your Internet connection. Are other apps working properly? 

    • Make sure the device on which you are watching your content is not connected to a VPN (virtual private network). 

    • Log out and then log back into the app. 

    •  If all fails, reinstall the app.

  1. Guide is empty

    If you’re accessing the Guide and you don’t see any show or content, check the following: 

    • Are there pending updates for the Fizz TV app?  

    • Is the device connected to the Internet?  

    • Make sure the device is not connected to a VPN (virtual private network). 

    • If all fails, reinstall the app. 

  1. Missing or incorrect channels

    Good to know: Have you moved recently? All plans include Basic TV with 23 general-interest channels, but those channels offered may vary per region. 

    If the issue concerns only one channel: 

    It might be because that channel is no longer offered. You should have received an email from us if that’s the case, inviting you to choose another channel instead for your TV plan. If you didn’t, then we did it for you. 
     

    If the issue concerns several channels: 

    Verify your TV filters.  

    • Set the genre filter to ALL. 

    • Set the channel filter to see the subscribed channels. 

    • Check if the parental control function is on.  

    If all fails, then consider: 

    • Rebooting your device 

    • Reinstalling the app 

  1. Message that subscription limit is reached

    Your TV plan allows for five (5) simultaneous viewings on different devices across your home. If you see a message about your subscription limit being reached, you’ll need to log out from the Fizz TV app on some to bring that number down to five.  

  1. Technical support

    All instructions to enjoy your TV plan are detailed in this section. If you’re stuck, use the Fizz TV in-app chat (Settings > Help > Customer Service team) to reach our Customer Service team available between 8 a.m. and 10 p.m.  

FAQ | TV Télé