Roaming

Everything you need to know.

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

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

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
FAQ

What can I do with my Wallet?

The funds in your Wallet can be used to pay for: Pay As You Go Pay As You Go: minutes, texts, minutes for international calls and roaming Learn how to activate Pay As You Go Roaming If you travel outside Canada and do not buy a Travel Add-On, you can use your Wallet to pay for roaming in your selected Travel Zone. Learn about Pay As You Go roaming Overage If you deplete your plan before the end of your payment cycle, funds in your Wallet will automatically be used to pay for your usage. Learn about what happens when you deplete your plan Funds transfer If you have multiple plans on your account, you can use your Wallet to transfer funds from one plan to another plan on your account. Learn how to transfer funds from one plan to another
FAQ

I’m travelling outside my coverage zone. What are my roaming options?

Covid-19 update: if you’re stuck abroad, you can stay connected. Travel Add-ons are $0 until April 30, 2020. A limit of four (4) Add-ons per payment cycle applies. If you are travelling, we recommend purchasing a local SIM card. This will give you access to better rates on data. Helpful tip: use messaging apps (whatsApp, Messenger...) to stay in touch on the road instead of calling and texting. You want to use your cellphone while abroad? 1. To use your cellphone during your trip abroad, you need to buy a Travel Add-On or again add funds to your wallet to pay as you go. Can’t decide if you need a Travel Add-On or should pay as you go? It depends on how long you will be away and how much you will be using your phone while roaming. If you will be travelling for a long time, choose a Travel Add-On (it’s more affordable, and will be valid until the end of your next payment cycle). If you’re going on a short trip, paying as you go will be more practical. 2. Make sure to activate the roaming option of your phone, or else it'll block your usage. Important : You will not be able to make calls while roaming outside your Canada or the United States. Roaming calls (incoming or outgoing) will be available at a later time. We will update this FAQ when we have a firm date. In the meantime, you will be able to use data, and send/receive texts when you travel outside your coverage zone. To make and receive calls, you can use messaging apps such as WhatsApp or Messenger. Travel Add-On A Travel Add-On is an Add-On to your monthly plan that allows you to use data in a selected zone. A Zone is
FAQ

Partner networks: How does expanded coverage work?

The expanded coverage zone is for our mobile members who travel in specific regions not covered by the Fizz network (Subscription area). It is intended for occasional coverage, and applies to Quebec, Canada and USA. The majority of your usage (calls, texts and data) must be done on the Fizz network (Subscription area). We reserve the right to interrupt or block access to our network of partner providers Fizz EXT if you use your mobile service primarily on their networks for 3 consecutive payment cycles. Use our coverage map to check that you are using your phone in a zone covered by the Fizz network:Visit our network coverage map to check the subscription area. (On the coverage map the subscription area is Fizz network, the coverage area is patner networks) Check the name of the network indicated on your phone. If 'Fizz EXT' or if it does not say Fizz, you are on one of our partner networks and your usage will be considered extended coverage. You can adjust your phone’s settings to limit this usage by deactivating roaming on our partner networks. If you do not have the choice and you are geographically obliged to use the majority of your usage on our partner networks beyond the tolerated limits, we advise you to subscribe with the service provider who offers coverage in this area. Read more : Fizz Coverage area and Fizz Subscription areaWhat is the difference between my home address, billing address and shipping address?I’m travelling outside my coverage zone. What are my roaming options?