Mobile services (internet, email) not working (Ottawa) (texts coming through)

LeeL
LeeL Posts: 16
edited May 25 in My Mobile

Since yesterday (May 1), my mobile data stopped working (I'm in Ottawa).

Have been using Fizz since December, with no issues. No recent updates to my phone. Everything works on wifi. iphone XR with latest ios version.

I see the LTE and bars on top right. Phone says connected to Fizz.

Any suggestions? I've tried reboot, turning data on/off etc.

Best Answer

  • Whizz
    Whizz Posts: 14,323
    Answer ✓

    Hi LeeL,
    Thank you for reaching out to us with this case.

    I can see that you still have data active under your plan so in this situation, please go to Settings->Cellular->Network Selection->Uncheck the automatic selection option and choose the 1st Fizz option that appears.
    Then, go to Cellular Data Network and click on Reset Settings.
    Finally, under Cellular Data Options->Voice&Data->Select 3G and then LTE back again.
    After this is done, please restart your phone and test if your Data works. 

    Let me know if this helped.

    Thank you for your consideration. Have a good one!
    Andrei

Answers

  • Jessy_ref_i88b6
    Jessy_ref_i88b6 ⭐ :REFERRAL CODE: ⭐ i88b6 ⭐ :CODE RÉFÉRENCE: ⭐ 🇺🇦 🇺🇦 🇺🇦Posts: 1,531
    edited May 2

    Hi @LeeL

    Did you have your plan renewed lately?

    Is the payment was sucessufull?

    It is very strange that the texte are working, but probably you receive SMS from others iphone, therefore, using iMessage and the wifi.

    Did you try to put the SIM in a different phone

    You can chat in direct

       •   Sign into your account

        •    Follow the link on this page: https://fizz.ca/en/faq/im-unable-log-my-fizz-account-what-do-i-do

       •   Wait 3 seconds for the green bubble with a '❔' appears at the bottom right of the browser, if you use a phone you must use it in desktop or horizontal mode

       •   Choose the option 💬 chat

       •   If the green bubble does not appear make sure your ad blocker is disabled, otherwise try with another browser.

    Other means of contact

    Whatsapp: (438) 393-5814

    By private message on Twitter: https://mobile.twitter.com/fizz_ca

    By private message on Facebook: https://www.facebook.com/fizzca/

  • LeeL
    LeeL Posts: 16

    Hi - no issues with payment, and 9 gb of data in my account. I dont have another device into which I can put my SIM.

    Will follow up via the "Chat" option -

    very frustrating!!

  • Hello @LeeL , it is odd. Check the APN settings of your device and consider resetting the Network settings and re-installing the Fizz APN. And as the @Whizz suggested, toggle between automatic/manual network selection and choose the strongest Fizz/Videotron signal available. Let us know what resolves the issue for you.

  • LeeL
    LeeL Posts: 16

    thanks Andrei. I did all of the above - noting however that there was no option to "reset settings" under Cellular Data Network.

    The above did NOT resolve the issue....yikes

  • LeeL
    LeeL Posts: 16

    @Clive_ref_code_73TF9 -- Where do I find the APN settings on iphone? I have tried looking for those (and would they suddenly just change on their own? service has been fine until yesterday

  • @LeeL, check under Settings, Network Settings, APN or similar (I don't use iphone). Is there a device search available for your phone to find the APN settings? A smartphone is a computer, settings don;t change on their own but all settings must be 'aligned' properly. Is Ottawa your normal area? If not you may need to enable data roaming to on.

  • LeeL
    LeeL Posts: 16

    @Clive_ref_code_73TF9 No "network settings" (APN or similar) on the iphone....

    Agree that settings dont change on their own, which is what I find so perplexing. The phone/service has been perfectly fine since December when i started with Fizz...Yes, Ottawa is my normal area, and yes, data roaming is always 'on'.

    super frustrating!

    appreciate your help in trying to solve this mystery.

  • Jessy_ref_i88b6
    Jessy_ref_i88b6 ⭐ :REFERRAL CODE: ⭐ i88b6 ⭐ :CODE RÉFÉRENCE: ⭐ 🇺🇦 🇺🇦 🇺🇦Posts: 1,531

    @LeeL

    iPhone use a different configuration, therefore, you are not suppose to look for the APN, it is the carrier setting update

  • LeeL
    LeeL Posts: 16

    @Jessy_ref_i88b6 thanks Jessy -- glad its not 'just me' that can't find that option.

    I also haven't received any 'notifications' of a carrier setting update -- no pop up or anything to 'accept'.

    I'm at my wits end with this!

  • Jessy_ref_i88b6
    Jessy_ref_i88b6 ⭐ :REFERRAL CODE: ⭐ i88b6 ⭐ :CODE RÉFÉRENCE: ⭐ 🇺🇦 🇺🇦 🇺🇦Posts: 1,531

    Hi @LeeL

    Did you already try the Whizz solution?

    Disable the wifi

    The network operator selector

    The network reset (beware you will lose the Wifi and Bluetooth configuration too)

    If you try all that, you did almost everything in your hand and only the support can investigate further.

    ps try this https://support.apple.com/en-us/HT201270

  • LeeL
    LeeL Posts: 16

    @Whizz - any suggestions? the protocol you sent me didn't seem to help

  • LeeL
    LeeL Posts: 16

    @Jessy_ref_i88b6 Tried the Whizz instructions. Nothing worked. Reset the network settings -- did not work. Throughout all of this, I've never received a message/dialogue box to "update carrier settings" nor is there an option for me to manually update carrier settings....ouf!

    Where do I tap into Support for further investigation?

  • Jessy_ref_i88b6
    Jessy_ref_i88b6 ⭐ :REFERRAL CODE: ⭐ i88b6 ⭐ :CODE RÉFÉRENCE: ⭐ 🇺🇦 🇺🇦 🇺🇦Posts: 1,531

    Hi @LeeL

    You need to chat with them sorry

    You can chat in direct

       •   Sign into your account

       •   Follow the link on this page: https://fizz.ca/en/faq/im-unable-log-my-fizz-account-what-do-i-do

       •   Wait 3 seconds for the green bubble with a '❔' appears at the bottom right of the browser, if you use a phone you must use it in desktop or horizontal mode

       •   Choose the option 💬 chat

       •   If the green bubble does not appear make sure your ad blocker is disabled, otherwise try with another browser.

    Other means of contact

    Whatsapp: (438) 393-5814

    By private message on Twitter: https://mobile.twitter.com/fizz_ca

    By private message on Facebook: https://www.facebook.com/fizzca/

This discussion has been closed.