HELP

My data is not working when I am at home. What should I do??

Best Answer

  • MyriamC
    MyriamC Posts: 913
    Answer ✓
    Is there mobile data in your plan?
    1. If your plan does not include data, you will not be able to connect to the Fizz mobile internet network.
    2. 1. You can adjust your plan to extend you data coverage to all Canada or Canada+US : this change comes into effect at the start of your next billing cycle.
    3. 2. You can also add data to your plan and use them right away by buying a Travel data Add-on.
    4. 3. Remember that you can also access the internet by connecting to a WiFi network.
    5. 4. 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.

    6. For more details, consult this FAQ : I’m travelling outside my coverage zone. What are my roaming options?
    7.  
    Is your mobile data activated?
    1. Activate mobile data on your phone.
    2. Your phone has a software switch that allows you to connect or disconnect from the Fizz mobile network. By doing this, you can allow or prevent your phone from using mobile data.
    3. The steps to follow to enable your phone to use mobile data vary depending on the model of your phone. Here are two examples:
    4. AndroidSettings → Mobile network → Mobile data
    5. iPhoneSettings → Cellular network → Cellular data
    6. If you are outside your coverage zone, you may need to activate mobile roaming data.
    7. The steps to follow to activate mobile roaming data vary depending on the model of your phone. here are two examples:
    8. AndroidSettings → Mobile network → Roaming
    9. iPhoneSettings → General → Cellular → Options → Data roaming
    Restart your phone
    1. Reboot (power cycle) your phone by holding down the phone’s start button for 10 seconds.
    2. 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 the Wi-Fi function turned off?
    1. Make sure you have temporarily deactivated WiFi on your phone.
    2. A phone could keep trying to connect only to WiFi when its WiFi function is activated.
    3. Deactivating WiFi, at least temporarily, may enable you to access mobile data.
    4. The process of deactivating WiFi can vary, depending on the type of phone. Here are two examples:
    5. AndroidSettings → Connections → WiFi
    6. iPhoneSettings → WiFi
    Is your APN is correctly set up? (Android)
    1.  
    2. Steps to follow for configuring the APN can vary from one phone to another. Here's an example:
    3. Settings → Connections → Mobile networks → Access Point Names → APN
    4.  
    5. Fizz APN settings are:
    • APN: mobile.bm
    • MMSC: http://mms.mobile.bm
    • MMS proxy: mmsproxy.mobile.bm
    • MMS port: 80
    • APN type: default,mms,supl   
    1.  
    2. If your phone offers you a predetermined APN type, choose “Internet + MMS”
    3. Other fields should be filled by default; if empty, they are not mandatory.
    4. Some phone models use the term “Proxy server” instead of “MMS proxy”. 
    Does the phone choose the right network?
    1. IMPORTANT: Before beginning this process, make sure the SIM card is inserted in your phone. Otherwise, the Mobile networks menu will not be visible.
    2. The steps for enabling your phone to automatically choose a network vary depending on the type of phone. Here are two examples:
    3. AndroidSettings → Connections → Mobile networks → Network operators → Search networks → Automatic/Fizz
    4. iPhoneSettings → Operators → Automatic/Fizz
    5. The frequency band used may vary from one service provider to another. It’s possible that your phone is not able to connect to all available mobile networks.


Answers

  • Hi Xavier,

    I suggest you to contact the customer service to resolve this isue, you can do it by opening the following link: https://fizz.ca/en/faq/status-services and simply scroll down until you see the green bubble, than click on it to start your chat session with the customer service.

    They'll surely be able to help you.


    You can also do it on Facebook: https://facebook.com/fizzca.

    -By private message on Twitter : https://mobile.twitter.com/fizz_ca

    -Whatsapp : (438) 393-5814

  • MyriamC
    MyriamC Posts: 913
    Is the coverage adequate?
    1. Make sure you are in a zone that has adequate coverage.
    2. See our network coverage map
    3. The Fizz mobile network, like the vast majority of mobile service providers in Canada, is broadcast from fixed antennas on the ground.
    4. It’s normal that the signal will be affected in some places by natural and artificial obstacles.
    5. Artificial obstacles may include:
    • Concrete
    • Steel
    • Aluminum
    1. Natural obstacles may include:
    • Mountains
    • Valleys
    • Forests
    Restart your phone
    1. 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.
    2. Reboot (power cycle) your phone by holding down the phone’s start button for 10 seconds.
    3. 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 the Fizz network chosen?
    1. Make sure your phone is configured to automatically select the Fizz mobile network.
    2. IMPORTANT: Before starting this process, make sure the SIM card is inserted in your device. Otherwise, the Mobile networks menu will not be visible.
    3. The steps for enabling your device to automatically select a network varies depending on the type of phone. Here are two examples:
    4. AndroidSettings → Connections → Mobile networks → Network operators → Search networks → Automatic/Fizz
    5. iPhoneSettings → Operators → Automatic/Fizz
    6. Note: If the Fizz network is not optimal where you are, you may try to temporarily connect to our wider area network.
    7. How to access the Fizz wider area network
    8. The position and distance of our partners’ antennas may differ from ours — your mobile experience may improve at locations that are problematic for the Fizz network.
    Reset your phone’s network settings
    1. IMPORTANT: This operation will also reset your WiFi settings, mobile data, Bluetooth, etc.
    2. The steps to follow to reset your network settings will vary depending on the type of device. Here are two examples:
    3. AndroidSettings → General management → Reset → Reset network settings
    4. iPhoneSettings → General → Reset → Reset network settings


  • Whizz
    Whizz Posts: 14,265

    Hello Xavier12 

    I am sorry to hear about that.

    Can you please reach us in private on social media or via chat to have a look at your account? We will be able to provide you with information from your account and verify if everything is ok there. 
    Also, you can take a look at this FAQ to try and fix the issue with the manipulations provided here: https://fizz.ca/en/faq/how-do-i-use-my-phone-to-access-the-internet 
    To contact us in private, please go to the FAQ above, find the "?" bubble by scrolling down, click on it and you will be able to contact us on the channel you desire.
    I count on your kind understanding!
    Have a lovely day!
    Eugen

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