Answered question

Why can't I activate the SIM card on the Adroid phone?

I activated the SIM card online and chose my phone number. I then inserted the SIM card into an Adroid phone, but did not receive any configuration files. I set up the APN by following the webpage (https://fizz.ca/en/faq/what-are-fizz-network-settings-apn). However, the phone did not log into the network. I then set the APN to the default setting but it did not work either.

I tried to manually register the card to a network, I tried FIZZ EXT, Rogers, Bell, but it keeps showing "Your SIM card doesn't allow you to connect with the network...“

I also tried the SIM on an Iphone 5, but it was not even recognized by the device!

I am very much frustrated by the problem. I wonder if the SIM card is defective. Please help.

Jiong
Jiong

Jiong

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Samuel Comtois
Samuel Comtois

Samuel Comtois

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Hi, The new activation may occasionally take several minutes or hours for propagation at the tower / server level etc .. For the number to be provisioned.
I strongly suggest that you select "Automatic Network" in your network selection and not select FIZZ EXT. By seeing your choices provider you have, it would seem that you are in an "extended area" of coverage. Is your location located in dark green? https://fizz.ca/en/coverage.
By the way, I suggest you to set the APN manualy and choose "automatic network" for your provider. Your sim card will automatically provision itself to the appropriate network.
If so, if it does not change anything since the time you activated your card.
I advise you to get in touch with the technical support. This could result in a malfunction of the card.

I hope this could have helped you.
Sam

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Jiong
Jiong

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Thanks for the reply. I am In Ottawa area. I tried everything, but it still doesn't work.
Is there a phone number that I can reach their customer service or technical department?

Samuel Comtois
Samuel Comtois

Samuel Comtois

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Hi Jiong T, 

 

        Actually it seems a little strange. Unfortunately there is no technical support via phone. At least not for now. The only method is to contact them via the bublle chat, the contact form via "my account" and by Facebook messenger.

 

       Currently the chat bubble does not seem functional, so I invite you to copy pasted the link of this page and adds it mentioning that you are still experiencing his problems, by messenger on the Fizz Facebook page.

 

  

Best Regards,

Sam C.

FizzWiggler
FizzWiggler

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Hi Jiong,

It's absolutely possible (but unlikely and unfortunate) that you could have a defective SIM.
It might also be incompatibility of your actual cellphone itself.
Not all phones worldwide work on all possible frequency bands. A similar question was posted here: https://community.fizz.ca/questions/1786922-will-blu-win-hd-w510u-work-fizz

There is a tool to help you here also : https://www.frequencycheck.com/carriers/videotron-canada

Not saying this is definitely the cause, just another thing to check.

Good luck

FizzWiggler

Valérie
Valérie

Valérie

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On your Fizz account, go to My Plans, then click on Manage my Plan, then try to click Unsubscribe. After doing all that, the Customer Support Chat Bubble will appear. And then, you can finally point out your problem about the SIM card activation on Android. I just chatted with them 10 minutes ago for the same problem as you, but so far, they could not find a solution. They say the Technical Team is working things out asap...

Hi Samuel,

You're right, we are available on chat, Facebook Messenger or Twitter because with Fizz, all is online.

For every trouble you encounter, we'll come intro you help the soonest possible.

Have an awesome day !

Corina

Did they fix the problem? What ended up being the problem ? Let me know cuz my phone says sim not provisioned and I don't have connection it's been hours already.

Jiong
Jiong

Jiong

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It took them one day and a half to activate the SIM. Have to be very patient...