No LTE available (only Edge) and phone says FIZZ EXT

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Anne-Tso
Anne-Tso Posts: 11 ✭✭

Hi, my boyfriend has not been able to use his usual LTE. He has 9GB left, however his internet is super slow and almost not loading. His provider also is displayed as FIZZ EXT instead of only FIZZ like on my phone. We turned data on and off as well as the phone. I don't have this issue at all. Please help.

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  • Whizz
    Whizz Posts: 20,524 admin
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    Hello Anne-Tso,

    I am sorry to hear about this situation.
    He is currently using our partner's network Fizz.Ext.  
    Please ask him to manually change the network from his phone's settings and connect to a Fizz network. 
    If the issue still persists please invite him to reach our support team: https://fizz.ca/en/contact-us

    Have a lovely day,
    -Alex

  • Dapfizzer
    Dapfizzer Posts: 10,182 ✭✭
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    @Anne-Tso


    Hi,

    first remove your SIM card with caution, then reinsert it and to finish, reboot (power cycle) your device by holding down the device’s start button for 10 seconds.

    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. And make sure your phone’s APN has been correctly configured.

    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.

    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.


    You can also tested the troubleshooting mentioned in the following FAQ: https://fizz.ca/en/faq/how-do-i-use-my-phone-to-access-the-internet

  • Dapfizzer
    Dapfizzer Posts: 10,182 ✭✭
    edited January 2022
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    @Anne-Tso


    And if the problem still persists, I strongly suggest you to contact Fizz’s support team directly to inquire about that issue, they will be able to do some further investigation to correct this situation. You can do it by opening the following link: https://fizz.ca/en/faq/resolving-issues and simply scroll down until you see the green bubble, then click on it to start your chat session with the customer service.


    You can also do it on Facebook: https://facebook.com/fizzca.

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

    -Whatsapp : (438) 393-5814

  • Anne-Tso
    Anne-Tso Posts: 11 ✭✭
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    Thanks for all the tips!!

  • Dapfizzer
    Dapfizzer Posts: 10,182 ✭✭
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    @Anne-Tso


    You're Welcome!

  • Clive_ref_code_73TF9
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    Hello @Anne-Tso, I have experienced this issue. I suggest he go to the network settings on the phone and search for mobile networks, select Fizz LTE/4G or if not available pick 3G. Fizz EXT comes up usually if the phone is in a bad reception area, like in a basement or concrete building.