coverage

Everything you need to know.

FAQs

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
Are there minutes in your plan?, 1, 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 receiv
Restart your phone, 2, Reboot (power cycle) your device by holding down the device’s start button for 10 seconds. After your applications load, your device will re-authen
Is the Fizz network chosen?, 3,  Make sure your device is configured to automatically connect to the mobile network.  IMPORTANT: Before beginning this process, make sure
Is the phone on the blacklist?, 4, Check if your mobile device is on the National Stolen Device Blacklist. If your device allows only emergency calls, a service provider may have add
Test with another phone, 5, If possible, test the network using a different phone. If you have access to a phone that is compatible with the Fizz mobile network, insert your F
FAQ

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

Is the coverage adequate?, 1, 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 s
Restart your phone, 2, 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 (
Is the Fizz network chosen?, 3, Make sure your phone is configured to automatically select the Fizz mobile network. IMPORTANT: Before starting this process, make sure the SIM card
Reset your phone’s network settings, 4, IMPORTANT: This operation will also reset your WiFi settings, mobile data, Bluetooth, etc. The steps to follow to reset your network settings will
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 mob
Is your wallet empty?, 1, 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
Have you bought the right Travel Add-On?, 2, 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 th
Roaming and international calling, 3, Make sure that roaming and international calling are activated (in My Plans > Manage plan > Advanced parameters). These two options must be a
Restart your phone, 4, Reboot (power cycle) your device by holding down the device’s start button for 10 seconds. Following your reboot, your applications will load. Your
Did your phone select the right network?, 5, Make sure your device has selected the mobile network you wish to roam on.  IMPORTANT: Before starting this process, verify that your SIM card
Did you dial the number correctly?, 6, Make sure you have correctly dialed the number and area code you wish to call. If you are trying to call a local number or a number outside your us
FAQ

How do I access the internet using my phone?

Make sure you are in a zone that is covered by the Fizz network. See our network coverage map If you are outside the Fizz coverage area, you c
Verify your plan, 1, Make sure your plan includes mobile data.   My plans. If your plan does not include data, you will not be able to connect to the Fizz mobi
Activate mobile data, 2, 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 doin
Deactivate the Wi-Fi, 3, Make sure you have temporarily deactivated WiFi on your phone. A phone could keep trying to connect only to WiFi when its WiFi function is activate
Restart your phone, 4, Reboot (power cycle) your phone by holding down the phone’s start button for 10 seconds. Following your reboot, your applications will load. Your p
Test with several websites and apps, 5, Test your connection with several websites and apps. Also try to access the internet with your phone’s web browser. The website or web browser that
"Airplane mode" and "offline mode", 6, Make sure your phone is not in airplane mode or offline mode. If airplane mode or offline mode is activated, calls, mobile data, WiFi and Bluetoot
Check if you have a data usage limit, 7, Check that a mobile data usage limit has not been set on your phone. For example:  Settings → Connections → Mobile data usage Note: Some ph
Make sure your phone’s APN has been correctly configured, 8, Android Steps to follow for configuring the APN can vary from one phone to another. Here's an example: Settings → Connections → Mobile netwo
Mobile network selection, 9, Make sure your phone is configured to automatically select the Fizz mobile network. IMPORTANT: Before beginning this process, make sure the SIM car
Test the network using a different phone, 10, If possible, test the network using a different phone. If you have access to a phone that is compatible with the Fizz mobile network, insert your F
Reset your phone’s network settings, 11, IMPORTANT: This operation will also reset your WiFi settings, mobile data, Bluetooth, etc. The steps to follow to reset your network settings will
FAQ

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

There are two ways to change your monthly plan so you can have data, text and calling outside your coverage zone. You can buy a Travel Add-On or Pay A
Travel Add-On, 1, A Travel Add-On is an Add-On to your monthly plan that allows you to use data and minutes in a selected Zone. It is a one-time package that takes effe
Pay As You Go, 2, 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 (w
What is a Zone?, 3, A Zone is a group of countries that all share the same rate for data, text and minutes when you travel using Pay As You Go or a Travel Add-On. In the
What happens if I use my Add-on?, 4, If your Travel Add-on runs out while you are still travelling, your account will use the funds deposited in your Wallet to cover travel usage.
What if my wallet is out of money?, 5, If money runs out in your wallet, you will lose the ability to use roaming data, texts and minutes. There is no surcharge when your wallet runs out of
Can I choose more than one Zone?, 6, Yes. For Travel Add-ons you can choose as many zones as you need based on where you are travelling. If you have chosen a travel Zone, and then
What are my roaming prices for each destination?, 7, You can see all your traveling price option in the travel section in your account : Connect to your Fizz account In My plans, Manage
Read more : Partner networks: How does expanded coverage work in Canada? What is an Add-On and how do I buy one?  How do I add funds to my F