Troubleshooting: I’m having issues with my Fizz TV channels. What do I do?

Remember, 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. 

The region settings of any compatible device you are watching your Fizz TV content on must be set to Canada.  

How to check and change the region: 

• Apple TV: Settings > General > Region > select “Canada”. 

• Roku: A Roku device remembers the IP address you use and sets your region from the second you connect it to the Internet. This means you may need to create a new Roku account, reset your Roku device and link the device to your new account. Refer to your device instructions. 

• Android TV/Android mobile: In Google Play Store > Settings > General > Account and Device Preferences > Country and Profiles > Select “Canada”. 

• Amazon Fire TV: Sign in to your Amazon account linked to the Firestick > Accounts and Lists > Content and Devices > Preferences > Country/Region Settings > Change > Select “Canada”. 

• Apple mobile (iOS/iPad): Settings > (your name at top) > Media & Purchases > View Account > Country/Region > Change Country or Region > Select “Canada”. 

Having the latest version of the Fizz TV app is key. If you’re not using the latest version, updating it may actually address your issue from the get-go. 

Check which version you’re using: 

• In the Fizz TV app itself: Select “Settings” and the app version will be displayed in the bottom-right corner.  

• Android TV/Fire TV devices: Settings > Apps > Fizz TV. You’ll see the app version at the top.  

• Android mobile device: Settings > Apps (or Storage) > Fizz TV app. You’ll see the app version at the top. 

• Apple (iOS/iPadOS) or Apple TV (tvOS) devices: Locate and select the Fizz TV app > Settings > Application Version. 

• Roku device: On the Roku home screen, select the Fizz TV app, and then press the “*” on the Roku remote.  
   

See which version is available on the stores: 

Access the app store on your device and search for the Fizz TV app. If need be, download the newer version and install it. If in doubt, refer to the instructions for your device. 

Possible issues: 

• No Display: screen remains blank, no video or image visible when the content is being played. 

• No Audio: When playing a live TV content in TV Guide, video plays normally, but there is no audio/sound. 

• Buffering/freezing: When playing a lookback, it freezes or shows a loading symbol while the content is being downloaded. 

• Audio/Video Sync issue: there is a mismatch between the timing of the audio and video; audio and video elements are not in perfect alignment; sound does not match the actions or dialogue on the screen. 

• Test pattern: A test pattern/ test card, or coloured bars are appearing on the screen. 

• Pixelation: Content is distorted, image becomes blocky or pixelated; picture may appear fragmented or have squares of different colours, making it difficult to view the content clearly. 

If you’re experiencing one of these issues, check the following: 

• Is the issue limited to the Fizz TV app? 
  If not and you notice similar issues occur on other apps, check your Internet connection as well as your device connection. No Internet means no TV.
    
• Does the issue occur while watching live TV or Lookback content? 
  If live TV only, check your Internet connection. No Internet means no TV. If live TV is working well and the issue seems limited to Lookback or on demand content, use the Fizz TV in-app chat (Settings > Help > Customer Service team) to reach our Customer Service team. 
   
• Does the problem affect several channels? 
  Ensure the app is up to date. You may also want to reinstall the app and reboot your device. If the issue persists, use the Fizz TV in-app chat (Settings > Help > Customer Service team) to reach our Customer Service team.  

Good to know: My TV provides you with quick and easy access to your favourite content. Whether it be a TV show, an On Demand movie it will show up in your My TV section.

If you are experiencing difficulties adding/removing content from My TV or encountering errors or incomplete actions, log out and log back in the app. If this doesn’t resolve the issue, reinstall the app and reboot the device. 

Make sure both the mobile device and your compatible smart TV are on the same Wi-Fi network and follow the steps for casting.  

Possible issues: 

• Synchronization: Captions appear either too early or too late compared to the corresponding dialogue or action. 

• Incorrect: Captions do not accurately match the spoken dialogue or action. 

• Not functioning: No caption is shown to correspond to the spoken dialogue or action.  
   

If you’re experiencing one of these issues, check the following: 

• Make sure that the option Closed Caption is available on the channel or show you are watching, and that is it enabled. To do so, open the menu (the 3 dots in the top right of the screen). If closed captions are available, you’ll see the mention Subtitles & Audio. 

• The issue may be attributable to a specific channel or show. Check whether you encounter the same glitch with another channel or show. 
   

If the issue persists, use the Fizz TV in-app chat to reach our Customer Service team. 

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.