Roaming in the US, can't make calls

Pianotime
Pianotime Posts: 44
edited March 5 in About my account

Hi everyone,


I've been in the US for a week and bought unlimited calling in the US. Now I can't make any calls, help? I've looked at the help instructions for when I can't make calls and nothing is working.

Best Answers

  • Whizz
    Whizz Posts: 13,764
    Answer ✓

    Hi Pianotime,

    Thank you for reaching out to us.

    Can you please let us know what brand and model of phone you're using and where exactly in the US are you located?
    Please bear in mind that the 3G network, dedicated to calls, is currently being removed from customer access from various states in the US.
    I'd recommend you try to connect through T-Mobile as a provider and test to see if the calls work after a restart.

    Details for a remedy can also be found here:
    https://fizz.ca/en/faq/im-travelling-outside-my-coverage-zone-and-cant-make-any-calls-why

    Have a fine day,
    Andrei


  • Johanne251
    Johanne251 Posts: 2
    Answer ✓

    I’ve been in the US for 4 months and this is the dirst time we(both my husband and I) have had that problem. We can’t make calls but we are receiving them. How will Fizz fix that problem? So frustrating not veing able to speak to anyone.

Answers

  • Emporium
    Emporium ⭐ :REFERRAL CODE: ⭐ FC9QO ⭐ :CODE RÉFÉRENCE: ⭐Posts: 2,118

    For calls, did you enable roaming on your phone ?

    For Data and MMS, you will need the correct APN settings: https://fizz.ca/en/faq/what-are-fizz-network-settings-apn

    Also, depending where you are in the US, you may need to manually change the provider network that your phone automatically connects to (ATT, Tmobile, etc..).

  • Emporium
    Emporium ⭐ :REFERRAL CODE: ⭐ FC9QO ⭐ :CODE RÉFÉRENCE: ⭐Posts: 2,118

    Actually, seems to be a bigger problem.

    Take a look at this thread: https://forum.fizz.ca/en/discussion/comment/6618060

  • Hello @Pianotime, I suggest you go to the network settings on your mobile and manually select a different network, this should resolve your issue.

  • Luke_Skywalker
    Luke_Skywalker 🥇  Code de référence : JH4P9 🥇Posts: 383
    edited March 3

    @Pianotime @Johanne251

    Currently, there is a network problem for roaming in the United States. This problem is not related to the users, so playing with the phone config will not solve anything. Yesterday, i have chat with about 50 peoples that were having the problem all over the USA. Those people are using recent phone with the LTE network, so it's not related to 3G obsolescence.

    The problem affects ALL the Fizz users who have the roaming plan for the United States (Canada-USA).

    The problem is related to the infrastructure of Fizz/Videotron & the infrastructure of US providers who are currently making major changes to eliminate the 3G network in USA until the end of the year.

    See the post:

    https://forum.fizz.ca/fr/discussion/comment/6618218#Comment_6618218

    I advise affected users to create a service ticket to Fizz to increase the pressure level for this to be resolved as quickly as possible.

    Good luck !

  • Rydock
    Rydock Posts: 205

    Big problem!!

  • Luke_Skywalker
    Luke_Skywalker 🥇  Code de référence : JH4P9 🥇Posts: 383

    The problem of roaming in the USA is gradually being solved.

    Since today, more and more USA users have a mobile on the automatic LTE network that works as before.

  • Pianotime
    Pianotime Posts: 44

    Thanks everyone for the tips! I figured this was on their end.

This discussion has been closed.