Cannot receive calls

Silva

Hi,

My mom is a Fizz customer and since last week she cannot receive calls. She can receive text and make calls. I saw that other people asked the same question, but nobody had an answer. Can you help me with this?

MyriamC

I will try https://fizz.ca/en/faq/i-cant-receive-any-calls-on-my-phone

IMPORTANT: If your phone line has been active on the Fizz network for less than 48 hours, see:  

Transferring your phone line

If you’re having difficulty making phone calls (but can receive calls) see: 

My phone can’t make any calls. How do I fix it?

Make sure you are in a zone that has adequate coverage.

See our network coverage map

If you are outside the coverage zone for the Fizz network, you can connect via our partner network.

Learn about accessing our partner network

 

Troubleshooting:

Make sure you have minutes

1. Make sure you have minutes left on your plan.
2. If your plan does not contain any minutes, it will be impossible to receive calls on your phone.
3. 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)

1.  
2. Log into your account 

Restart your phone

1. Reboot (power cycle) your device by holding down the device’s start button for 10 seconds.
2. 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.

Airplane mode or offline mode

1. Make sure your phone is not in airplane mode or offline mode.
2. 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.
3. The process of turning off airplane mode or offline mode will vary depending on your device. 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

Is call forwarding activated?

1. Make sure call forwarding is not enabled on your device.
2. The process will vary depending on your device. Here are two examples:
3. Android: Open the phone app → Click on the three dots on the top right of the screen → Settings → More settings → Call forwarding
4. iPhone: Settings → Telephone → Call forwarding
5. You can cancel call forwarding on your phone by typing #21# on your phone’s keypad.

Is call blocking activated?

1. Make sure call blocking is not activated on your mobile device.
2. The process of deactivating call blocking will vary depending on your device. Here are two examples:
3. Android: Open the phone app → Tap the 3-dot icon (top-right corner) → Call settings → Reject calls
4. iPhone: Settings → Phone → Call blocking and identification 
5. Note: Some devices also have a feature that blocks anonymous calls. You can modify this option by following the same steps described above.

Is the "Do not disturb" option active?

1. Make sure the “do not disturb” option is deactivated on your phone.
2. The process for deactivating the “do not disturb” option will vary depending on the type of phone you have. Here are two examples:
3. Android: Slide your finger from the top to the bottom of the screen (Options panel) → Do not disturb
4. iPhone: Settings → Do not disturb 
5. 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”.
6.  

Is your phone on the Fizz network?

1. Make sure your device 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. Android: Settings → Connections → Mobile networks → Network operators → Search networks → Automatic/Fizz
5. iPhone: Settings → Operators → Automatic/Fizz

Test using a different mobile phone

1. If possible, do a test using a different mobile 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 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. 
•  

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, 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.

Is your number being transferred to Fizz?

1. 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.
2. 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.
3. 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.
4.  
5. If necessary, consult the following troubleshooting sheet: I’m having problems transferring my current phone number to Fizz
6.  
7.  
8.  

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?

Emporium

@Silva

I know it sounds quite basic, but has she rebooted the phone after the first 24hours of activating her new line ?

If not, it may be a good idea to do so. During the first 24hours, there are many changes done in the back end system, and sometimes a phone reboot is all that is needed.

If the problem persists, I would strongly recommend she contact a Fizz Customer service agents. Here we are all end users like you.

·       Sign into your account

·       Follow the link on this page: https://fizz.ca/en/faq/status-services

·       Wait 3 seconds for the green bubble with a '?' appears at the bottom right of the browser, if you use a phone you must use it in desktop or horizontal mode

·       Choose the option 💬 chat

·       If the green bubble does not appear make sure your ad blocker is disabled, otherwise try with another browser.

PS: For me the only combination that works for CHAT, is Firefox, in a private window, and only when in the French language..

Other means of contact

·       Whatsapp: (438) 393-5814

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

·       By private message on Facebook: https://www.facebook.com/fizzca/

CHAT however is the quickest method, but facebook is the easiest.