Data not working, although available

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Julia L. 7459
Julia L. 7459 Posts: 4 ✭✭
edited March 2022 in My Mobile

Hi everyone,

I have been trying to contact Fizz about this issue but I can't get the chat to work and I don't have Facebook, so I'm unable to contact them through Messenger as well. Since a few days ago, I noticed that although my data is available, I just can't use it. I'm in Montreal and have an iPhone 13, if that makes any difference. Thank you!

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  • Whizz
    Whizz Posts: 19,193 admin
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    Hi Julia L.,
    Thankyou for reaching out to us.

    Can you please let us know exactly the location where in Montreal you're situated when you lose Data connectivity?
    Also, have you tried to follow the dedicated manipulations that we provide here?
    https://fizz.ca/en/faq/how-do-i-use-my-phone-to-access-the-internet

    You can try to restart your phone and change the Data network mode from Settings->Cellular->Cellular Data Options
    ->Voice & Data. Try to change it to a different setting, restart the phone and test again.

    Thankyou very much for your understanding, patience and collaboration.

    Havea good one!

    Andrei

Answers

  • Dapfizzer
    Dapfizzer Posts: 10,182 ✭✭
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    @Julia L. 7459


    Hi Julia,

    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.

    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.

    You can also test the troubleshooting mentioned in the following FAQ: https://fizz.ca/en/faq/how-do-i-use-my-phone-to-access-the-internet & https://fizz.ca/en/faq/what-are-fizz-network-settings-apn


    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.


    If the chat bubble still does not appear at the bottom of the page, on the right, after a few seconds, the number of pending sessions is higher than the service’s processing capacity. At that time, you can leave a message on the other proposed communication channels:

    -By private message on Facebook/Messenger: https://facebook.com/fizzca.

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

    -Whatsapp : (438) 393-5814

  • Clive_ref_code_73TF9
    Clive_ref_code_73TF9 Posts: 545 ✭✭
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    Hello @Julia L. 7459, if you have data remaining in your account, I suggest:

    • to contact Fizz, log in, go to My Settings, Contact Form and submit your issue, the exchanges occurs by email so social media not necessary
    • switch to airplane mode and then disable it
    • check to see if your phone is connected to Fizz and not Fizz EXT (Fizz EXT sometimes has weak or limited data connectivity)
    • reboot your device
    • check your APN settings to verify it is set to Fizz and the Fizz APN setttings
    • check to ensure your data on/off setting is enabled
    • remove and reinsert your SIM
    • reset your APN settings to factory and re-enter the Fizz APN
    • check for updates to your phone os and apps


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