No LTE available (only Edge) and phone says FIZZ EXT
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.
Answers
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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,
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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.
- 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.
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.
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
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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
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Thanks for all the tips!!
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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.
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