my travel add-on (60min for USA) is not working while i am in NY. how do i get it to work?

gill

i have rebooted my phone. my account shows that i have purchased the plan. but everytime i make a call i get a text from FIZZ saying that my plan does not allow for this service.

Emporium

Have you enabled roaming on your phone ?

Also, have you ensure your APN settings are correct ?

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

Also, JUST in case, check the mobile network your phone is Automatically connecting to, sometimes you need to manually change it (ie: ATT, Tmobile, etc..).

gill

i'm confused by this APN thing... i went to the link you sent but i don't understand... am i supposed to remove my SIM card?

Emporium

No no.

Do you have an iPhone or Android ?

On an Android phone, it is simple:

Go to Settings → Connections → Mobile networks → Access Point Names → APN (something similar - can vary from phone to phone).

Create a new APN with 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  

On an iPhone (which I don't have), I think you need to go to your settings, and under "general" you should go to "software updates" and take the latest update. This will then ask you if you want to update carrier settings. Obviously for iPhone, this assumes you have a WiFi connection :(

The little mini-video clips in the article are not too bad also.

Fling

Hi Gill,

Fizz support can help you

To Chat with Fizz support:

·        Connect to your Fizz account by clicking « Login » in the top right corner 

·        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 like Firefox edge or a private one.

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/

gill

hi thank you both for your help. unfortunately it is still not working despite, checking that roaming is on, that i have latest IOS, and I've sent message on whats app (no response). i cannot get carrier service. my work phone (which uses Bell) has AT&T, but nothing is coming up for FIZZ phone, though i have 4 bars... any other advice?

Clive_ref_code_73TF9

Hello, go to My Settings, Contact Form and send them your complaint and include the steps you've taken so far. It sounds like the Fizz 'System' hasn't done its job. The Contact Form method of contacting them keeps a record of the exchange in your email, in case there is a dispute and you need to review their responses.

gill

i finally connected with a live rep via whatsapp. the issue was that the phone plan i purchased was for 60min of calls FROM Canada to USA, not within USA. I have now added minutes and texts via travel and my phone is working. hopefully FIZZ can make this information clear on their site to avoid these kinds of issues in the future!

Emporium

https://forum.fizz.ca/en/discussion/comment/6606079#Comment_6606079

Well, glad it works now. Have a safe trip and Happy holidays.

Philemon24

https://forum.fizz.ca/en/discussion/comment/6606079#Comment_6606079

Thanks for the valuable feedback.

Have a safe trip!