What to do if my visual voicemail dosen't work?

  1. Does your plan contain Visual Messaging and Data?

    Your plan must include the Visual voicemail option, as well as data. Your phone must also be properly configured.  


    How to add the Visual voicemail option and/or data to my mobile plan 

    How to configure my phone for Visual voicemail 


  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. Android members

    Make sure your APN is properly configured 

    For visual messaging to work properly, the APN of the Android device must be configured properly.

    How to configure the APN of your Android device


    Did you grant the requested authorizations?  

    During the installation of the app, authorization requests were presented to you. If you did not grant the required permissions, Visual voicemail won’t work properly. You must download the app again and go through the activation steps once more so that this time you grant permission.  


    Have you tried to uninstall and reinstall the app? 

    Completely uninstall the application from your phone and reinstall it. 


    Be careful not to just remove the icon from the home screen. You really need to uninstall and remove the app from your phone. 

  1. iPhone members

    Is your version of IOS up to date?


    1. Install the latest software update.

    • Connect to a Wi-Fi network
    • Download the latest iOS software update


    2. Update the carrier settings.

    • Once the software update is done, your iPhone will offer a carrier settings update. Make sure you accept it.


    Did you follow the Apple instructions to configure Visual voicemail? 


    The setup steps are on the Apple website, as are troubleshooting instructions.  

    See the detailed instructions from Apple 


    iPhone users only

    Any issues, and you've verified you're using iOS 15 or later:

    1. Turn your device Off/On

    2. If you power-cycled your device and are still having the same issue, please send the following text: « STATE » to « 44744 » .