Delay

Everything you need to know.

FAQs

FAQ

There is a delay before I receive text messages or multimedia text messages (SMS and MMS). Why?

When a phone tries to send a text message or a multimedia text message when it does not have access to the mobile network, delivery of the message may be delayed. Conversely, when a message cannot be routed to a phone because it is out of range of the mobile network, the message will remain on hold until it can be delivered. Troubleshooting: 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 it with multiple users? Determine if this is an issue affecting one or many users. It is important to know if the issue occurs when you are messaging just one person, or many different people. Do several tests, using the same type of message, with different people. If the situation occurs with only one other user, it could be a type of non-compatible text encoding between the two phones. If the situation arises with all other users, it may be necessary to reset your phone to its factory settings. Test with another phone If possible, do a test using a different mobile 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 you can reproduce the problem. This will tell you if your phone is the source of the problem. 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. If the issue does occur on the second phone, there could be an issue with our systems. Report this issue
FAQ

Where can I see my Fizz order history?

Your Fizz Order history lists every piece of hardware you have bought on the Fizz website, for example: SIM cards or modems. You will be able to see what you purchased, when, and see the delivery status for each order. Your Order history does not list your Fizz plan payments and transactions (it only contains placed orders that were shipped). To view your plan payments and transactions, see Where can I see my Fizz plan payments? To see a list of all your past Fizz orders: Go to My Profile in your Fizz account. Scroll to the menu below your usage update and select Order history. Read more : Where can I see my Fizz transactions and ordersWhere can I see a list of my Wallet transactions?How do I order a SIM card?Who is delivering my SIM card? How do I track my shipment / contact the shipper?I ordered a SIM card. How long will it take to arrive?I ordered a SIM card but haven’t received it. What do I do?
FAQ

Who is delivering my SIM card? How do I track my shipment / contact the shipper?

COVID-19 update: The delivery of SIM cards is not impacted; delivery delays remain the same. We want to reassure you that our delivery partner respects the necessary hygiene rules currently in place. View the status of your SIM order The delivery service that will bring your SIM card depends on which shipping method you requested when you order your SIM. Standard shipping: 2 business days Express shipping: Under 3 hours How to check the status of your SIM card delivery Go to My profile in your account. Scroll and click on Order history, here you can see the status of all your Fizz orders. Go to See details of your order In the order details, go to the shipping number to track your delivery In the carrier website you can see the details of your delivery Go to shipping number to track your delivery on the carrier websiteGo to shipping number to track your delivery on the carrier website On Planete courrier tracking website, go to 'click for more info' and enter the postal code of the delivery address: you can see delivery details (where your SIM card has been pasted, which has received the parcel with signature...). 'click for more info' on Planete courrier's tracking website 'P' tells us here that the SIM card has been pasted on the door If the delivery information is not consistent, please contact the carrier directly using the contact details on the carrier website. Read more : I ordered a SIM card. How long will it take to arrive?I received my SIM card. How do I activate it?I ordered a SIM card but haven’t received it. What do I do?
FAQ

I ordered a SIM card but haven’t received it. What do I do?

Start by checking the status of your SIM card delivery. Go to My profile in your account. Scroll and click on Order history, here you can see the status of all your Fizz orders. Go to See details of your order In the order details, go to the shipping number to track your delivery In the courrier service website you can see the details of your delivery Go to shipping number to track your delivery on the courrier service website On Planete courrier tracking website, go to 'click for more info' and enter the postal code of the delivery address: you can see delivery details (where your SIM card has been pasted, which has received the parcel with signature...). 'click for more info' on Planete courrier's tracking website tells us here that the SIM card has been pasted on the door My delivery is flagged as delivered but I haven’t received it. What do I do? Check on the website of the courrier service that the delivery address is correct: if the address is incorrect or incomplete, then contact the courrier service directly to they can correct the address and make a new delivery. If the courrier service cannot make a new delivery, then place a new order in your account and contact us so we refund you the SIM card you have not received. Read more: How do I order a SIM card?I ordered a SIM card. How long will it take to arrive?Who is delivering my SIM card? How do I track my shipment / contact the shipper?I received my SIM card. How do I activate it?How to activate your SIM card