Data not loading on new phone?

Lycan

So my old phone that I signed up with (Huawei) is totally smashed, black screen. The sim card is okay though, and I got a new Note 10 phone from a friend that I assumed I'd be able to pop my sim into and go from there.

My texts and calls work just fine, but my 20G of data isn't working and I'm quite frustrated about it. Any advice? I wish I could call customer support but I guess it doesn't exist. Is there anything I can do other than make a whole new account for my new phone? I need to keep this number and I don't want my data to go down the drain.

MyriamC

You can also check this :

https://fizz.ca/en/faq/how-do-i-use-my-phone-to-access-the-internet

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 can still use mobile data by connecting to our extended network.

How to access the extended network

If you are outside the Fizz coverage area, your phone has probably switched to roaming mode. 

How to use data while you are roaming

 

Troubleshooting:

Verify your plan

1. Make sure your plan includes mobile data.
2.  
3. My plans.
4. If your plan does not include data, you will not be able to connect to the Fizz mobile internet network.  
5.  
6. You can adjust your plan to add data. This change comes into effect at the start of your next billing cycle.
7. 
   
8. You can also add data to your plan and use them right away by buying a data Add-on.  
9. 
   
10. Remember that you can also access the internet by connecting to a WiFi network.

Activate mobile data

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
6.  
7. If you are outside your coverage zone, you may need to activate mobile roaming data.
8. 
   
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
12.  
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.
4. 
   
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

1.  
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.

1.  

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

Emporium

@Lycan

Have you checked if the phone supports the required bands for LTE data ?

Your device must have dual-frequency support for 1700/2100 MHz (also called AWS or band IV)

https://fizz.ca/en/faq/compatible-devices

Your Data is not tied to your phone. It is part of your account and if you transfer SIM card, it should work if the phone supports the required bands. Have you checked if the proper APN settings are configured ? And obviously make sure Data is enabled :)

https://fizz.ca/en/faq/what-are-fizz-network-settings-apn

StefanM

As the two previous users suggested, make sure the phone supports the necessary bands. This seems to be an issues with the bands