My phone disconnected from the LTE Network and it won't connect back
Hello,
Since tuesday my phone stopped connecting to my mobile network. I have been using fizz for 3 years and it's the first time it ever happened. I can still call and send text messages, so it's not a coverage area issue.
I tried everything:
- I removed my SIM Card,
- I put my phone in airplane mode for 2 minutes
- I restarted my phone multiple times, sometimes leaving it off for a few minutes
- I tried switching mobile networks
- I even tried the SIM Card on an other phone and the problem still persisted.
I don't know what else to do, also I can't connect to the Chat. When the bubble is popping the chat option doesn't seem to open. I tried it on my phone and my computer on 3 different browsers.
Thank you.
Best Answer
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However, 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
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Answers
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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.
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
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
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I use Network Signal Info (from PlayStore). It tells me to what network my phone is connected to. It may give you additional insight on your issue.
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From your screen shot, I can see your are connected to LTE mobile networks.
Do you still have data remaining. Is your CANADA + USA plan still active? To check, go to PLAN - MANAGE...you should seeif your plan is still active.
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Hello CroaCrado,
I can see that you already contacted us in private and the situation has been escalated further to our technical team.
An answer was sent to you via email by one of my colleagues as the situation is resolved now.
If you have other questions, here you can find how to contact us: https://fizz.ca/en/contact-us
Thank you for your understanding and patience.
Have a great day!
-Adelina0
