No internet access

Rene C. #19895
Rene C. #19895 Posts: 17 ✭✭
in Internet

Hi

Changed to a new android phone with version 11 android OS.

Inserted SIM - Now connects to Videotron and No Internet available. How to fix?

Paying for months and didn't notice the lack of service.

Thanks

Gerry

Answers

  • Emporium
    Emporium Posts: 2,305 ✭✭

    Hi @Rene C. #19895 Gerry,

    I'm assuming you are referring to the internet via you cellphone Data plan ?

    Have you verified that on your new cell phone, that the APN settings are set correctly ?

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

    Also, surprised you are seeing "Videotron" and not "FIZZ" on your phone.


    If you are talking about your WiFi on your home internet, is the phone the ONLY device you have connected to the WiFi ?


    Anyhow, I tried to make assumptions of what exactly you are referring to, but hard to provide any more details without knowing exactly what you are referring to.


    ------

    However, if you still have issues you can always contact a customer service agent.

    • Sign into your account
    • Follow the link on this page: https://fizz.ca/en/faq/status-services or https://fizz.ca/fr/faq/etat-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

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


  • Whizz
    Whizz Posts: 22,972 admin

    Hello Rene C. #19895,

    I am sorry to hear about this situation.
    Please try to disable the automatic network selection and try to connect to the Fizz network. 
    Also, please verify your APN settings as Emporium suggested. 
    If the issue persists please reach our support team to investigate this further. 

    Have a lovely day,
    -Alex

  • MarcVivian
    MarcVivian Posts: 120 ✭✭

    Thank you!

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