I can’t receive any calls on my phone. Why?

Make sure you have minutes left on your plan.

If your plan does not contain any minutes, it will be impossible to receive calls on your phone.

Several options are available to you in My Account under ''Manage'' to fix the situation:

• Buy an Add-on (you can then make and receive calls immediately)
• Add funds to your wallet (you can then make and receive calls immediately)
• Change your plan (any plan change will be effective starting at your next payment cycle)

Log into your account 

Reboot (power cycle) your device by holding down the device’s start button for 10 seconds.

After you reboot, your applications will reload. Your phone will then re-authenticate to the Fizz mobile network. This will allow your device to recover its authorization to access the network.

Make sure your phone is not in airplane mode or offline mode.

If airplane mode or offline mode is activated on your phone, all connections such as calls, mobile data, Wi-Fi, Bluetooth function, etc. will not work.

The process of turning off airplane mode or offline mode will vary depending on your device. Here are two examples:

Android: Slide your finger from the top to the bottom of the screen (options panel) → Offline mode

iPhone: Settings → Airplane mode

Make sure call forwarding is not enabled on your device.

The process will vary depending on your device. Here are two examples:

Android: Open the phone app →  Click on the three dots on the top right of the screen → Settings → More settings → Call forwarding

iPhone: Settings → Telephone → Call forwarding

You can cancel call forwarding on your phone by typing #21# on your phone’s keypad.

If you encounter problem with certain numbers only, make sure call blocking is not activated on your mobile device.

The process of deactivating call blocking will vary depending on your device. Here are two examples:

Android: Open the phone app → Tap the 3-dot icon (top-right corner) →  Call settings → Reject calls

iPhone: Settings → Phone → Call blocking and identification 

Note: Some devices also have a feature that blocks anonymous calls. You can modify this option by following the same steps described above.

Make sure the “do not disturb” option is deactivated on your phone.

The process for deactivating the “do not disturb” option will vary depending on the type of phone you have. Here are two examples:

Android: Slide your finger from the top to the bottom of the screen (Options panel) → Do not disturb

iPhone: Settings → Do not disturb 

Note: Depending on your phone model and operating system, the "do not disturb" option may completely reject calls, or it may mute ringtones and other audible alerts. Make sure you test your phone to find out how it handles “do not disturb”.

Make sure your device is configured to automatically select the Fizz mobile network. 

IMPORTANT: Before starting this process, make sure the SIM card is inserted in your device. Otherwise, the Mobile networks menu will not be visible.

The steps for enabling your device to automatically select a network varies depending on the type of phone. Here are two examples:

Android: Settings → Connections → Mobile networks → Network operators → Search networks → Automatic/Fizz

iPhone: Settings → Cellular → Network Selection

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 situation does not occur on the second phone, there could be an issue with our systems. Report this issue to one of our customer support representatives. 
   

Conversely, if you do not have access to another phone compatible with the Fizz network but do have access to another active Fizz SIM card with a plan that includes mobile data, insert this card into your phone.

• If the situation does not occur with this second SIM card, your phone could be the cause. It may be necessary to reset your phone to its default settings.
• If the situation cannot be reproduced, it may be an issue with the line and/or the original SIM card. Report this issue to one of our customer support representatives.

If your phone number is being transferred from your previous mobile service provider to Fizz, you may not be able to receive calls and text messages.

It's possible that incoming calls and text messages are still being routed to the SIM card of your previous service provider even if some services are now fully functional on Fizz.

Test incoming calls with the SIM card from your previous service provider. If it works, it's probably a portability issue with your mobile line.

If necessary, consult the following troubleshooting sheet: I’m having problems transferring my current phone number to Fizz

Other FAQs of interest : 

• I can’t make any calls on my phone. Why?
• I’m travelling outside my coverage zone and can’t make any calls. Why?
• I’m outside my coverage zone and my mobile data isn’t working. Why?