Problem with phone after visiting US.
I visited US a week ago and bought 2 addons. I used half of the data from addon.
Right now my phone is blocked and I got a message from Fizz:
Action required: Your current plan did not allow you to complete this call. Please buy an addon (and a link that follows to "Not found page").
I have phone call unlimited canada plan. Now I'm blocked. Any help?
Best Answer
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Hello LU_2,
I am sorry for the situation encountered,
I have verified your account and I can see that you managed to get help from our customer services team.
I kindly advise you to reply to the discussion so you can get help.
Also, the situation that you encountered is related to an outage that happened today and it is now fixed.
You can always verify this link for this kind of situation: https://fizz.ca/en/faq/status-services
Furthermore, the users that reply to you here are not Fizz employees and they can help you to a certain point.
Here you can learn more: https://fizz.ca/en/community-user-guidelines
Thank you for your understanding!
Have a great day!
-Eugen0
Answers
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Hi,
please 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. Also, activate and deactivate a few moments later the airplane mode of the phone.
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 make or receive calls. This will tell you if your phone is the source of the problem.
You can also test the troubleshooting mentioned in the following FAQ: https://fizz.ca/en/faq/I-cant-make-any-calls-on-my-phone-why
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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And 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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Today is the payment period. All problems started today after Fizz took the money from my Viza. The phone has not been touched. All the above didn't help.
When I try to call someone it says: your current plan is not allowed to make this call, please sign in to your account to adjust it.
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And I constantly getting messages that I need to buy addon. Why?
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Ok, thanks, will contact the support.
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Its been 2 hours and support hasn't changed anything for me.
Stop saying everything on your end is OK, and fix IT.
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You’re talking to users like yourself, not Fizz's support team, when you’re here on the community hub...
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Not my message above.
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