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FAQs

FAQ

The ABCs of Fizz mobile services.

Good-to-know info about Fizz mobile services. Because no one can know everything about something, we tried to group interesting details about our mobile services. You know, those little details that just seem hidden somewhere? Well, here you go! Coverage Consult the interactive map Even if you live within our coverage area, that doesn’t mean you can subscribe to Fizz mobile services. You must live within the subscription area. The coverage area you choose determines the expanse of the calls and texts included in your plan. If you choose the Canada coverage for instance, you can make or receive calls anywhere in the country. But with a Quebec coverage, a call made or receive from Vancouver for example would not be included in your plan, and you’d have to buy a Travel Add-on. If you chose unlimited calls when creating your plan, you can make or receive as many calls as you like when you are within your coverage area. The Quebec coverage area also includes the Ottawa region. Hawaii and Alaska are included in the Canada + U.S. coverage area, but not Puerto Rico (Puerto Rico is included in the Latin America zone in the Add-ons). If you see FIZZ EXT as the network name on your phone, this means you are no longer on the Fizz network. You can use your Fizz mobile services thanks to our agreements with partner networks, but the majority of your usage, however, must be done within your subscription area (whatever your coverage area is). Learn more about the usage limits while on partner networks. Text messages Incoming texts are always free, whether you’re within your coverage area or not, and whether you opted for unlimited texts or not. Premium text messages are not supported by Fizz. As such, it’ll be impossible for you
FAQ

How do I make sure my mobile service is working properly?

IMPORTANT: If you transferred your number, wait until you receive the confirmation text before proceeding to make sure results are conclusive. For iPhone users: Make sure to update your IOS in order to access the Fizz LTE network. For Android users: Make sure to update your APN parameters before starting the tests. Four easy tests to confirm your Fizz line is functioning properly Make and receive a call Doesn't work? Send and receive a text message (SMS) Doesn't work? If your plan contains data, turn off your Wi-Fi option and then: Surf the Web Doesn't work? Send and receive an image/picture by text (MMS) Doesn't work?
FAQ

I’m outside my coverage zone and my mobile data isn’t working. Why?

Note: If you are having difficulty making or receiving calls while you are travelling, see: I’m outside my coverage zone and can’t make any calls. Why? Note: Charges may apply to use your phone while you are outside your coverage zone. See: I’m travelling outside Canada. What are my roaming options? When you are traveling outside your usual coverage area and using your phone, you must connect to an available local mobile network that is compatible with your phone. Troubleshooting: Is there mobile data in your plan? If your plan does not include data, you will not be able to connect to the Fizz mobile internet network. You can adjust your plan to add data. This change comes into effect at the start of your next billing cycle. You can also add data to your plan and use them right away by buying a data Add-on. Remember that you can also access the internet by connecting to a WiFi network. If you are travelling, depending on the country you are visiting, you may be able to add money to your wallet to pay as you go. Roaming and international calling Make sure you have activated roaming and international calling (in My Plans > Manage Plan > Advanced Parameters). These two features must be activated for you to use data, text and voice while roaming. 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. Is your mobile data activated? Activate mobile data on your phone. Your phone has a software switch that allows you to connect or disconnect from the Fizz mobile network. By doing this
FAQ

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, you can connect via our partner network. Learn about accessing our partner network Troubleshooting: 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. 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. 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 Is the phone on the blacklist? Check if your mobile device is on the National Stolen Device Blacklist. If your device allows only emergency
FAQ

The mobile network is weak or inaccessible in some locations. Why?

Is the coverage adequate? Make sure you are in a zone that has adequate coverage. See our network coverage map The Fizz mobile network, like the vast majority of mobile service providers in Canada, is broadcast from fixed antennas on the ground. It’s normal that the signal will be affected in some places by natural and artificial obstacles. Artificial obstacles may include: Concrete Steel Aluminum Natural obstacles may include: Mountains Valleys Forests Restart your phone If the network signal is weak, your phone may be connected to an antenna that is not in an optimal location for you to access the network. 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. Is the Fizz network chosen? Make sure your phone is configured to automatically select the Fizz mobile network. IMPORTANT: Before starting 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 select 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 Note: If the Fizz network is not optimal where you are, you may try to temporarily connect to our wider area network.How to access the Fizz wider area network The position and distance of our partners’ antennas may differ from ours — your mobile experience may improve at locations that are problematic for the Fizz network. Reset your phone’s network settings IMPORTANT: This operation will also reset your WiFi settings, mobile data
FAQ

I’m travelling outside my coverage zone and can’t make any calls. Why?

If you’re outside your coverage zone and are having difficulty accessing your mobile data, go to: I’m travelling (roaming) and unable to use my mobile data Note: Additional fees may apply when you use your mobile device outside your usual coverage area. See: I’m travelling outside Canada. What are my roaming options? When you are traveling outside your usual coverage area and using your mobile device, you must connect to an available local mobile network that is compatible with your phone. Troubleshooting: Is your wallet empty? If your wallet is empty and you’re outside your coverage zone, you will not be able to make calls. When you are outside your coverage area and the wallet associated with your plan is empty, Pay As You Go will not be possible — therefore you will not be able to make or receive calls. You must add money to your wallet to enable Pay As You Go. Have you bought the right Travel Add-On? Make sure you have bought the right Travel Add-On. You need to purchase the Travel Add-On that corresponds to the zone you are travelling in. If the Travel Add-On you bought does not match the location you are currently in, you will not be able to make or receive calls, or access mobile data on partner networks outside the Fizz coverage area. Roaming and international calling Make sure that roaming and international calling are activated (in My Plans > Manage plan > Advanced parameters). These two options must be activated for you to use data, texts and voice while roaming. Restart your phone Reboot (power cycle) your device by holding down the device’s start button for 10 seconds. Following your reboot, your applications will load. Your device will then re-authenticate to the Fizz mobile network and potentially recover its
  • Community hub

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    Les appels ne fonctionnent pas?

    Je ne suis pas capable d’appeller quelqu’un! De mon côté, ça ne sonne pas. Mais l’autre personne reçoit mon appel mais n’entend pas. Pourtant mon réseau cellulaire semble fonctionner... Quelqu’un peut m’aider? J’ai réinitialiser mon téléphone mais ça n’a pas fonctionner... D’ailleurs, je n’ai soudainement plus l’option « haut-parleur » ou « nouvel appel » Merci!

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    appel sortant interdit?

    Bonjour, j’ai eu un Samsung Galaxy note 9 et tous semblait bien fonctionner jusqu’à ce que je renouvelle mon abonnement. Les appels sortant ainsi que texto sont interdit et il demande de débloquer l’interdiction. Avec mes recherché j’ai essayés de voir si l’application téléphone était bloquer, mais ce n’ait pas le cas. Donc après avoir enlevé et remis la carte SIM, redémarrer le téléphone et mis mode avion, etc. il en est toujours au stade d’appel sortant interdit que dois-je faire.

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    J'arrive pas a appeler ou recevoir d'appel

    Ma connexion est correcte mais je n'arrive pas à appeler avec mon téléphone ni recevoir

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