roaming in the USA.

ANDRIY B.

I bought roaming internet and calls in the USA. Already 4 days in the USA. Internet is available, but calls are not available. Going back to Canada tomorrow...How do I get a refund for calls that don't work.

AK20230110

@ANDRIY B. Hello,

Try to reach customer service on Live chat : https://fizz.ca/en/support as they sometimes need a few extra details to possibly escalate a ticket to address your situation.

Or open a ticket yourself.

Whizz

Hello @ANDRIY B. ,

I am sorry to hear about this situation.

As other members already informed you, please contact us in private so we can fix this situation.

As a short resume, in order for the calls/ texts to work in USA you will need: a VoLTE SIM, a certified by Fizz VoLTE phone and your services to be migrated from 3G to VoLTE networks. You can find in this FAQ all the certified phones: https://fizz.ca/en/faq/compatible-devices

For the mobile data, since they always work on LTE networks, indeed they will work only by having the VoLTE SIM from the 3 I've mentioned above.

You can reach out to us from this link: https://fizz.ca/en/support

We are online 24/7 so please contact us as soon as you can to verify everything and resolve this.

Have a good day,

-Georgian

Sébastien code ZXEL1

@ANDRIY B.

contact the green bubble support at the bottom right https://fizz.ca/en/support

when it doesn't work you must contact fizz from the start not sure that you will be reimbursed

Sébastien code ZXEL1

Some calls when in the U.S. do not work. Why?

I am on location. How do I know which network I’m on?

What do I need to check to use VoLTE technology?

How to stay in touch when calling is impossible.

If you are travelling to the United States, including Puerto Rico and the U.S. Virgin Islands, the ability to make calls will depend on the network your phone connects to at your location. If only the LTE network is available, the ability to make calls will depend on your Fizz SIM card and your phone since they must be compatible with the VoLTE technology.

I am on location. How do I know which network I’m on?

1. Check the top of your phone screen. If you see:
2.  
3. 3G or HSPA or H+ or E or EDGE
4. There is a network other than the LTE network. You can use your phone to make calls provided, of course, you have Canada + US coverage on your mobile plan, or funds in your Fizz wallet to pay per use.
5.  
6. No service
7. The LTE network is the only option where you’re at and your phone is not LTE capable. You will not be able to make calls.
8.  
9. LTE
10. Your phone connects to the LTE network but must be VoLTE certified to make calls using VoLTE technology.

What do I need to check to use VoLTE technology?

1. If you wish to make calls and the LTE network is the only option where you are, VoLTE technology comes into play. You must check:
2.  
3. A. Your SIM card.
4. A VoLTE compatible SIM card is required. This SIM card displays a red lightning bolt icon. If that’s not your case, Fizz will give you one for free. 
5. How to make the transition to VoLTE
6.  
7. B. Your phone.
8. Your phone must be VoLTE certified, updated with the latest software update and its VoLTE function activated. If not, you will only have access to your text messages and your mobile data, even if your SIM card is VoLTE compatible.
9. Check and prepare my phone
10.  
11. C. Permission for your phone to use data while roaming.
12. To get on the LTE network using VoLTE technology, a call actually uses data. When you are outside of Quebec, you must therefore allow data roaming on your phone to allow your calls to go through using VoLTE. Rest assured, you will not be charged for this type of data usage.
13. To allow usage of data while roaming, in general, you must go under:

• Android:
  • Calls > (Three little dots) > Call settings
• Apple:
  • General > Cellular > Cellular data options > Data Roaming

1.  
2. The conclusion? It’s the combination of a VoLTE compatible SIM card, a VoLTE certified and activated phone, plus the permission to use data while roaming (but that will not be charged for those calls) that will allow you to make calls using VoLTE technology in locations where the LTE network is the only option. 

How to stay in touch when calling is impossible.

1. If the LTE network is the only option and your SIM card and/or your phone does not allow the use of VoLTE, opt for apps that use data and do not require voice coverage. With these kinds of apps you will be able to make and receive voice or video calls: WhatsApp, Google Duo, Facetime and Messenger.

source https://fizz.ca/en/faq/some-calls-when-us-do-not-work-why

Jess_i88b6

Hi @ANDRIY B.

It seems that you plan is not VoLTE, probably you activated before the 16 March 2022 or your phone is not certified VoLTE https://fizz.ca/en/faq/compatible-devices

Can you try to force your phone to use the 2G, this should allow you to make calls

AK20230110

@ANDRIY B.

Did you open a ticket?

Settings -> Contact forms -> Submit a complaint

AK20230110

The customer mentioned that the internet was working!

@ANDRIY B. how steady and what speeds where/are you getting? (If still there? )

AK20230110

@ANDRIY B.

You can also contact support via facebook https://www.facebook.com/fizzca

FizzyFizz JQMPM

Better to contact the customer service and understand why it wasn't working... if it's their fault there is a change to have it reimbursed I believe