No LTE available (only Edge) and phone says FIZZ EXT

@Anne-Tso

Hi,

first remove your SIM card with caution, then reinsert it and to finish, reboot (power cycle) your device by holding down the device’s start button for 10 seconds.

After you reboot, your applications will reload. Your phone will then re-authenticate to the Fizz mobile network. This will allow your device to recover its authorization to access the network. And make sure your phone’s APN has been correctly configured.

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 access the internet. This will tell you if your phone is the source of the problem.

• If the issue cannot be reproduced and is therefore limited to your phone, it may be necessary to reset your phone to its default settings.
• If the issue does occur on the second phone, there could be an issue with our systems. Report this issue to one of our customer support représentatives. 

Conversely, if you do not have access to another phone compatible with the Fizz network but do have access to another active Fizz SIM card with a plan that includes mobile data, insert this card into your phone.

• If the situation does not occur with this second SIM card, you phone could be the cause. It may be necessary to reset your phone to its default settings.
• If the situation cannot be reproduced, it may be an issue with the plan and/or the original SIM card. Report this issue to one of our customer support représentatives.

You can also tested the troubleshooting mentioned in the following FAQ: https://fizz.ca/en/faq/how-do-i-use-my-phone-to-access-the-internet

Hello @Anne-Tso, I have experienced this issue. I suggest he go to the network settings on the phone and search for mobile networks, select Fizz LTE/4G or if not available pick 3G. Fizz EXT comes up usually if the phone is in a bad reception area, like in a basement or concrete building.