Why does my mobile phone say “Emergency calls only”?
Log into your account to activate your Fizz plan
Make sure you are in a zone that has adequate coverage.
See our network coverage map
If you are outside the Fizz network, consult this FAQ : I’m travelling outside my coverage zone. What are my roaming options?
Troubleshooting:
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Are there minutes in your plan?
Make sure your plan includes calling minutes.
If your plan does not include any minutes, it will be impossible to use your phone to make and receive calls.
You can adjust your plan any time to add minutes for local or long distance calls. This change to your plan will take effect at the start of your next payment cycle.
You can also add minutes to your plan and use them immediately by buying a Call or Travel Add-On.Once your plan includes minutes or you purchase an Add-on, you'll be able to make and receive calls.
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Restart your phone
Reboot (power cycle) your device by holding down the device’s start button for 10 seconds.
After your applications load, your device will re-authenticate to the Fizz mobile network. This allows your device to recover its authorization to access the network.
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Is the Fizz network chosen?
Make sure your device is configured to automatically connect to the mobile network.
IMPORTANT: Before beginning this process, make sure the SIM card is inserted in your device. Otherwise, the Mobile networks menu will not be visible.
The steps for enabling your device to automatically choose a network varies depending on the type of phone. Here are two examples:
Android: Settings → Connections → Mobile networks → Network operators → Search networks → Automatic/Fizz
iPhone: Settings → Operators → Automatic/Fizz
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Is the phone on the blacklist?
Check if your mobile device is on the National Stolen Device Blacklist.
If your device allows only emergency calls, a service provider may have added it to the National Blacklist of Stolen Devices.
To find out if your device is on the list, enter your device’s IMEI number on the Canadian Wireless Telecommunications Association (CWTA) website:
https://www.devicecheck.ca/check-status-device-canada/
An International Mobile Equipment Identity, or IMEI is a number that uniquely identifies every mobile phone.
You can find your IMEI code in your mobile device’s menu (Ex: Settings → About this phone), on the back of your device, or by entering the command *#06# in your keypad.
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Test with another phone
If possible, test the network using a different 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 it is possible to access the internet. This will tell you if your phone is the source of the problem.
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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.
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If the situation does not 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.
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If the situation does not occur with this second SIM card, you phone could be the cause. It may be necessary to reset your phone to its default settings.
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If the situation cannot be reproduced, it may be an issue with the plan and/or the original SIM card. Report this issue to one of our customer support representatives.
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