Some calls when in the U.S. do not work. Why?

If you are travelling to the United States, including Puerto Rico and the U.S. Virgin Islands, the ability to make calls will depend on the network your phone connects to at your location. If only the LTE network is available, the ability to make calls will depend on two things: a VoLTE compatible SIM card and a phone that is certified VoLTE with Fizz.

 

 

  1. I am on location. How do I know which network I’m on?

    Check the top of your phone screen. If you see:

     

    3G or HSPA or H+ or E or EDGE

    There is a network other than the LTE network. You can use your phone to make calls provided, of course, you have Canada + US coverage on your mobile plan, or funds in your Fizz wallet to pay per use.

     

    No service

    The LTE network is the only option where you’re at and your phone is not LTE capable. You will not be able to make calls.

     

    LTE

    Your phone connects to the LTE network but must be VoLTE certified with Fizz to make calls using VoLTE technology.

  1. What do I need to check to use VoLTE technology?

    If you wish to make calls and the LTE network is the only option where you are, VoLTE technology comes into play. You must check:

     

    A. Your SIM card.

    A VoLTE compatible SIM card is required. This SIM card displays a red lightning bolt icon. If that’s not your case, Fizz will give you one for free. 

    How to make the transition to VoLTE

     

    B. Your phone.

    Your phone must be VoLTE certified with Fizz, updated with the latest software update and its VoLTE function activated. If not, you will only have access to your text messages and your mobile data, even if your SIM card is VoLTE compatible.

    Check and prepare my phone

     

    C. Permission for your phone to use data while roaming.

    To get on the LTE network using VoLTE technology, a call actually uses data. When you are outside of Quebec, you must therefore allow data roaming on your phone to allow your calls to go through using VoLTE. Rest assured, you will not be charged for this type of data usage.

    To allow usage of data while roaming, in general, you must go under:

    • Android:
      • Calls > (Three little dots) > Call settings
    • Apple:
      • General > Cellular > Cellular data options > Data Roaming

     

    The conclusion? It’s the combination of a VoLTE compatible SIM card, a phone that is certified VoLTE with Fizz and for which the VoLTE function is activated, plus the permission to use data while roaming (but that will not be charged for those calls) that will allow you to make calls using VoLTE technology in locations where the LTE network is the only option. 

  1. How to stay in touch when calling is impossible.

    If the LTE network is the only option and your SIM card and/or your phone does not allow the use of VoLTE, opt for apps that use data and do not require voice coverage. With these kinds of apps you will be able to make and receive voice or video calls: WhatsApp, Google Duo, Facetime and Messenger.

Mobile Roaming Calls SMS Text messages MMS