Travel abroad

Everything you need to know.

FAQs

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

How do I use Pay As You Go?

Pay As You Go tarifs depends on whether you’ll be using it for usage inside or outside your coverage zone. Inside your coverage zone To use Pay As You go for texts, calls or international calls when inside your coverage area: Go to My Plans in your Fizz account. If you have more than one plan, scroll to the plan you wish to modify. Click the Manage button. This will open the Manage interface. Click on Wallet. Remember: Pay As You Go works only if there are funds in your Wallet! If your balance is empty or low, click on Add money to your wallet. Outside your coverage zone To use Pay As You go for data, calls, text and international calls for roaming outside your coverage zone: Go to My Plans in your Fizz account. If you have more than one plan, scroll to the plan you wish to modify. Click the Manage button. This will open the Manage interface. Click on Travel. Enter the name of the main country you will be travelling to (If you’re visiting more than one country, tell us where you will be spending the most time.) On the next screen, select Pay As You Go. You will see different Pay As You Go rates for your Zone. Click Add Money to My Wallet (if you need to add funds to your Wallet). This will take you into the Pay As You Go interface to add more funds to your Wallet. Read more: I want to know when my usage will switch to Pay As You Go. How do I know when my plan is running out? What is my Wallet and how do I use it? What can I do with my Wallet?How do I add funds to my Fizz Wallet?
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

How do I make an international call when I am in my coverage area?

To make an international call, you have different options depending on your needs. Whatever option you choose for your international calls, know that the rates are the same whether you are calling a landline or a mobile number. You also need to activate the International calls option of your plan. To do so: Go to My Plans in your Fizz account. If there is more than one plan on your account, scroll to the plan you wish to change. Click on Manage and choose Advanced parameters. Next to No International calls, slide the radio button to Off. International Calls Option If you make international calls every month: add the International calls option to your plan. You get each month a fixed number of minutes to make international calls from your coverage area to the country you select among our special rate list. You can only select one country at a time, but you can change it. If you do, that change will be effective when your next payment cycle begins. Important – any change to your plan must be made 48 hours before the end of your payment cycle. During those 48 hours, systems are frozen and no change can be made. You’ll therefore have to wait for the next payment cycle. Learning how to edit your mobile plan. If you can't find a specific country on our list, you’ll have to opt for an Add-on instead. International Calls Add-on If you make international calls occasionally: use the International Calls Add-on. The International calls Add-Ons are useful if you need to make international calls occasionally to countries not covered by your monthly plan. You can purchase as many International calls Add-ons as you need, based on which zones these countries are in.Learn about buying Add-Ons Pay as you go To