new phone - my voice not heard

annoyedbyphone

I bought a reconditionned Samsung Galaxy from Fizz. When I make or receive a phone call the other party can hear me speak for about 20 seconds and then my voice cuts out, though I can still hear them speaking. I have tried phoning three different people - same thing. Tried removing Simcard and putting it back in, but the same thing happens. What should I do?

Whizz

Hello annoyedbyphone,
I am sorry to hear about that,
To verify if the phone is at fault, please insert your SIM card into another phone to see if you encounter the same thing. 
If your SIM card is working in another phone.
Make sure that your phone has the latest software updates.
In case these do not work, you can consider making a warranty claim for this device. 
Here you can see the details: https://fizz.ca/en/faq/what-are-warranty-details-phone-bought-fizz

For more details, you can contact us in private.  
To reach us in private you can use this link: https://fizz.ca/en/support
Thank you for your understanding!
Have a good day!
-Eugen

Dapfizzer

@annoyedbyphone

Hi,

if the network signal is weak, your phone may be connected to an antenna that is not in an optimal location for you to access the network.

Reboot (power cycle) your phone by holding down the phone’s start button for 10 seconds. Following your reboot, your applications will load. Your phone will then re-authenticate to the Fizz mobile network and potentially recover its authorization to access the network.

Activate and deactivate a few moments later the aircraft mode of the device in question, but also 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 make or receive calls. 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/I-cant-make-any-calls-on-my-phone-why

Is the Fizz network chosen?

Make sure your phone is configured to automatically select the Fizz mobile network.

IMPORTANT: Before starting this process, make sure the SIM card is inserted in your device. Otherwise, the Mobile networks menu will not be visible.

The steps for enabling your device to automatically select a network varies depending on the type of phone. Here are two examples:

Android: Settings → Connections → Mobile networks → Network operators → Search networks → Automatic/Fizz

iPhone: Settings → Operators → Automatic/Fizz

Note: If the Fizz network is not optimal where you are, you may try to temporarily connect to our wider area network.

How to access the Fizz wider area network

The position and distance of our partners’ antennas may differ from ours — your mobile experience may improve at locations that are problematic for the Fizz network.

Reset your phone’s network settings if necessary

IMPORTANT: This operation will also reset your WiFi settings, mobile data, Bluetooth, etc.

The steps to follow to reset your network settings will vary depending on the type of device. Here are two examples:

Android: Settings → General management → Reset → Reset network settings

iPhone: Settings → General → Reset → Reset network settings

Source: https://fizz.ca/en/faq/what-can-i-do-if-mobile-network-coverage-is-weak-or-inaccessible

Dapfizzer

@annoyedbyphone

And if the problem still persists despite the possible corrections proposed by the troubleshooting, you should 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