Mobile data is not working

Debs

I finished the last month with no data. My plan renews every day six but since then my data is not working. I checked the overview section and saw I have data to use (even some rollover from last month!) but I can’t access internet out of home!

MyriamC

Do you have a mobile data limit on your phone ?

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. Android: Settings → Mobile network → Mobile data
5. iPhone:   Settings → Cellular network → Cellular data
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7. If you are outside your coverage zone, you may need to activate mobile roaming data.
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9. The steps to follow to activate mobile roaming data vary depending on the model of your phone. here are two examples:
10. Android: Settings → Mobile network → Roaming
11. iPhone:   Settings → General → Cellular → Options → Data roaming
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13. How to use data while you are roaming

Deactivate the Wi-Fi

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. Android: Settings → Connections → WiFi
6. iPhone:   Settings → WiFi

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.

Test with several websites and apps

1. Test your connection with several websites and apps. Also try to access the internet with your phone’s web browser.
2. The website or web browser that you are using could be the source of the problem.
3. If the situation is limited to only one website, app or web browser, uninstall and reinstall the app or web browser.
4. If, following this process, the issue persists with the site, app or web browser, consult support documentation for the affected product.

"Airplane mode" and "offline mode"

1. Make sure your phone is not in airplane mode or offline mode.
2. If airplane mode or offline mode is activated, calls, mobile data, WiFi and Bluetooth will not function on your phone.
3. The process of turning off airplane mode or offline mode will vary depending on your phone. Here are two examples:
4. Android: Slide your finger from the top to the bottom of the screen (options panel) → Offline mode
5. iPhone: Settings → Airplane mode

Check if you have a data usage limit

1. Check that a mobile data usage limit has not been set on your phone.
2. For example:  Settings → Connections → Mobile data usage
3. Note: Some phones do not offer this option.
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5. Some non-native applications can also block access to mobile data.

Make sure your phone’s APN has been correctly configured

Android

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. 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. It is also possible to resend the network settings to your Android phone from your Fizz account. Click here to know how.

 

iPhone

1. 1. Make the software update

• Connect to a Wi-Fi network
• Download the latest iOS software update

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2. 2. Update the carrier settings

• Once the software update is done, the iPhone will offer a carrier settings update. Make sure to accept it.

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Mobile network selection

1. Make sure your phone is configured to automatically select the Fizz mobile network.
2. IMPORTANT: Before beginning this process, make sure the SIM card is inserted in your phone. Otherwise, the Mobile networks menu will not be visible.
3. The steps for enabling your phone to automatically choose a network vary depending on the type of phone. Here are two examples:
4. Android: Settings → Connections → Mobile networks → Network operators → Search networks → Automatic/Fizz
5. iPhone:   Settings → Operators → Automatic/Fizz

Test the network using a different phone

1. If possible, test the network using a different phone.
2. 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 it is possible to access the internet. 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 issue does occur on the second phone, there could be an issue with our systems. Report this issue to one of our customer support représentatives. 

1. 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, you 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 plan and/or the original SIM card. Report this issue to one of our customer support représentatives.

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 phone. Here are two examples:
3. Android: Settings → General management → Reset → Reset network settings
4. iPhone:  Settings → General → Reset → Reset network settings

Data Connection APN Coverage