Technical issues

Solutions, tips. Everything you need to know.



Status of our services

Our services are all functional. March 17, 2020 | COVID-19 update — Stay tuned. We’ll keep you in the know right here: March 16, 2020 | COVID-19 update — These are unsettling times, and as a society we are faced with several challenges. As usual, our online tools are available should you have any questions about your Fizz services. You can count on us to make every effort to serve you well. We’ll continue to monitor the situation; any development will be posted on this page. Your online tools, available 24/7: Your Fizz account: No need to depend on anyone. Simply log into your account to make changes to your plan, manage your My Rewards, buy Add-ons, check up on your usage, and much more. The Solution Hub: A goldmine where you’ll find among other things help steps explaining how to solve common issues. The Community Hub: You have a specific question? Ask away. Fizz members are always ready to help out one another.

I’m having problems transferring my current phone number to Fizz. Why? What can I do?

If you are having difficulty transferring your phone number to Fizz, we will work with you to fix the problem. Depending on the situation, you may need to choose a new number. Either way, the issue needs to be resolved within one payment cycle. If it isn’t resolved, your plan will be cancelled three days before the end of your payment cycle. It is possible to transfer your phone number to your new Fizz plan, but first and foremost DO NOT CANCEL YOUR CURRENT CONTRACT. Only active numbers are eligible for transfer to a new provider. The choice to transfer your current number is made when you activate your SIM. To learn more, see: How do I transfer my current phone number to Fizz? Your number will be transferred and activated within two hours of activating your SIM card. To learn more about this, see: I just activated my SIM card. How long before I can use my plan? I am having difficulty transferring my number. Why? There are several reasons why we may have been unable to transfer your current phone to your Fizz plan. You will receive an in-account notification explaining why the transfer failed and providing next steps for solving the problem. How to check your Fizz notifications. Reasons why we may be unable to transfer your number: 1. The number you entered was not recognized by your current mobile provider. You may have mistyped your current phone number. Verify your phone number and try again. Note that we can only transfer mobile numbers coming from the province of Quebec or the Ottawa region. Your number must also be in the Fizz subscription area. If your number starts with an area code outside the subscription area, your number cannot be transferred to Fizz. 2. Your current provider’s

What if I’m unable to transfer my phone number?

If we’re unable to transfer your old phone number (and you are still subscribed to your previous mobile provider) your subscription with this provider will remain active. While we work at transferring your number, your Fizz plan will be created and you'll be able to make calls, text and use data. You will be unable to receive calls or texts. These will be directed to your previous mobile provider. If the transfer turns out to be impossible, we'll let you know what your options are. Number transfers currently not available We’re currently unable to transfer land lines and VOIP phone numbers. Read more : I’m having problems transferring my current phone number to Fizz. Why? What can I do?Activation: How do I choose a random phone number?How do I get a new phone number?How to verify that activation was successful

My Wi-Fi network is cutting out. How do I fix it?

Take note of the various sources of attenuation of your Wi-Fi signal The waves in your Wi-Fi network may be attenuated by various obstacles and sources of interference, causing decreases in speed and partial or complete disconnections of your internet connection. Sources of interference include: Nearby Wi-Fi networks Surveillance cameras Baby monitors Microwave ovens Etc. Obstacles to Wi-Fi waves include: Construction materials (concrete, aluminum, etc.) Heated flooring Mirrors Windows Etc. Recommendation: If you are unable to change your environment to limit sources of Wi-Fi signal attenuation, it would be better to use a network cable (RJ45). A cable is included in the original box of your Fizz Wi-Fi modem. Restart your Wi-Fi modem Unplug the power cable on your Wi-Fi modem. Make sure all the lights on the modem are off once you have unplugged it. Wait ten (10) seconds. Plug your modem back into the electrical outlet. Expect a three (3) minute delay to allow your devices to reconnect to the Wi-Fi network. It is more effective to restart your Wi-Fi modem by unplugging its power cable instead of pressing its power button. Test each of the two (2) frequency bands of your Wi-Fi modem Your Fizz Wi-Fi modem uses by default the to frequency band steering technology. When this function is disabled, the Wi-Fi modem will display two (2) frequency bands, 2.4 GHz and 5 GHz. The modification of this option is possible thanks to the mobile application Fizz Wi-Fi: Choose: ''My Wi-Fi'' Select your Wi-Fi network Select: ''Advanced Settings'' Band Steering ''On/Off'' The Fizz Wi-Fi app is available for free at various online stores (Apple Store and Google Play Store). This change can also be applied through the Wi-Fi modem user interface: 1. Log in at: from the web browser of any device. 2. Log in

What are the Fizz network settings (APN)?

An Access Point Name (APN) has the network settings your phone needs to connect to Fizz. The APN must be properly configured so your phone can be “introduced” to the Fizz network. Once your APN is configured, you’ll have access to your mobile data and multimedia messaging (MMS). Even with a poorly configured APN, you’ll be able to make and receive calls and texts. You will also have internet access when connected to a Wi-Fi network. Removing the SIM card from a phone with properly configured network settings (APN) could automatically reset the previous settings. If this happens, you’ll need to reconfigure the Fizz network settings. Installing network settings (Android) By inserting your SIM card in your phone, you’ll receive two notifications to configure the network settings. Install these two configurations. If a PIN code is required, enter 1234. Wait three minutes and completely restart (power cycle) your phone. Resend the network parameters (APN) to your phone (Android) Log into your Fizz account and follow this path:My plans → Manage plan → Advanced parameters → Fizz network parameters → Resend me the notifications You’ll receive two (2) notifications directly on your phone: one to configure mobile data and the other to configure multimedia messaging (MMS). Install these two (2) configurations. If a PIN code is required, enter 1234. If you inserted your SIM card into a device unknown to the Fizz mobile network, chances are you received a SMS inviting you to follow the above instructions. Manually installing network settings (Android) Steps to follow for configuring the APN can vary from one phone to another. Here's an example: Settings → Connections → Mobile networks → Access Point Names → APN Fizz APN settings are: APN: MMSC: MMS proxy: MMS port: 80 APN type: default,mms,supl If your phone

How do I set up my Wi-Fi modem?

Starter Kit The box contains the following items: The Wi-Fi modem (CODA-4680) A coaxial cable A power cord An ethernet cable The ethernet cable is included in the box with your modem, but it is not required to set up your Wi-Fi network. Connect the coaxial cable The coaxial cable must be properly screwed in on both ends. Connect the power cord Make sure the power cord is properly connected to the Wi-Fi modem and wall outlet. Ideally, connect the power cord directly into the wall outlet instead of to a power strip. IMPORTANT: Once plugged in, your Wi-Fi modem will make its first system update. It may need to reboot after about 15 minutes. Check if your Wi-Fi modem is ready A series of lights will appear on your modem. Make sure they match those in this picture. Write down your modem's network name & password Find the network name (Default Wi-Fi Network) and password (Default Key) printed on the back of your Wi-Fi modem. If the network name (Default Wi-Fi Network) does not appear in the list of available networks on a Wi-Fi enabled device, it means your Wi-Fi modem's update is not complete. Pay close attention to characters that are similar, such as O and 0, as well as I and 1. Configure your modem Select the name of your Wi-Fi network from the list of networks available to your Wi-Fi enabled device and enter the password. Your Web browser will open. You will be redirected to the "Easy Connect" interface. Follow the on-screen steps. You may have to open your Web browser manually. Prefer to use your own Wi-Fi router? Click here If you can’t connect with the password (Default Key) shown on the back of the modem, use the Ethernet cable to connect your Wi-Fi