Travelling to USA with add-ons which doesn't work

Nina S.
Nina S. Posts: 2 ✭✭
edited September 2022 in My Mobile

Hello,

I bought add-ons (1 GB) of mobile Internet and it didn't work at all. I checked that my data roaming was on. My husband bought this add-on too, his Internet worked from time to time... We were together and the phones settings were the same. It is not for the first time, a few months ago we travelled to USA and bought add-ons, mine worked and my husband's - not at all.

I tried to contact Fizz support by Facebook, and they don't answer. I am very unhappy with your service.

Why does it keep happening? How I can get my money back?

Best Answer

  • Whizz
    Whizz Posts: 22,972 admin
    Answer ✓

    Hello @Nina S. ,


    Sorry to hear about the situation encountered.

    Please check if you have roaming turned on on your mobile phone and that you are connected to 4G specifically whilst traveling to USA on either AT&T and T-Mobile.

    Try to switch between the networks and see which one of them works best.

    Be sure that you also have the APN set as the following : https://fizz.ca/en/faq/what-are-fizz-network-settings-apn

    If you have the same issue, please reach us on Live chat following these details : https://fizz.ca/en/support so our colleagues can assist further.

    Be sure that you are logged to your Fizz account before accessing this link and that you are browsing an FAQ while doing so.


    Thank you for your understanding.

    Have a good one,

    -Raul

Answers

  • Olic
    Olic Posts: 822 ✭✭
    edited September 2022

    Are your APNs configured correctly? If they are configured like those of Videotron, it will work on the Fizz network, but not abroad.

    https://fizz.ca/en/faq/what-are-fizz-network-settings-apn

    Is your phone on 4g/LTE? Some phones are currently switching to 2g in the United States, to try to keep the voice / SMS connection. On the 2g, the data is so slow that it can give the feeling that it does not work. Lock your device to 4g.

    Also, Facebook is not the main way to speack with Fizz. Try the chat : go to: https://fizz.ca/en/faq/resolving-issues , at the bottom, there is a green bubble with a question mark, you can chat with support.

  • ah727
    ah727 Posts: 823 ✭✭

    @Nina S.

    What phone do you have. Are you in an urban area or woodlands. You could check T-Mobile's and AT&T's coverage map to see if mobile service is available in your area.

  • ah727
    ah727 Posts: 823 ✭✭
    edited September 2022

    @Nina S.

    Two more questions:

    - who are you connected to? T-Mobile or AT&T. For data, probably best would be AT&T if you can. If it's T-Mobile, maybe you should lock into 4G LTE as Olic said. See below for instructions.

    - do you still have mobile data remaining? 1Gb is not much, and some apps may have drained your GB.

    How to lock 4G LTE on Android phone:

    Try typing code. *#*#4636#*#* on your phone calling keypad. You will have access to the Phone Information menu. Tap on this menu. Lower down you will see: Set preferred network type: Choose LTE. Exit the Phone Information menu.

    You can go back to your initial setting by going back to Mobile networks and choose Network mode. LTE/WCDMA/GSM

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