Answered question

Tracking partner network usage?

I received an email from fizz about "abnormally high usage of partner networks" and that they can block my account without further warning.

In the past 3 months, I have not been in a partner zone on the map for more than a week and a half.
In the rural area, my phone connects to the Bell network, without even mentioning that it is roaming. I have almost never seen Fizz Ext, which shows up as roaming. Not sure if that is a problem with my sim card or everyone has that behavior.
Anyway, the 50% rule is totally unfair, if there is not even a way to track the data the rule is based on. Mobile providers used to charge for data overage without giving users tools to track usage.
On chat, the representative said that they are not allowed to give the data to users!
So it is like saying "Do not step over the line. We are not allowed to tell you where the line is."
In my case, the guessing method does not work, I was home (MTL area) 85% of the time over the past 3 months, and I have 8.56GB data left on my 2GB plan, so it is not like I went wild on data while being away!

Re-posting because I clicked "best answer by accident".

Therefore if you did 2 times 1 weeks, it is possible that you used for 3 consecutive billing cycles

The first week from the billing 1 and 2 you used more then 50% on the 1 and 2 billing and the 3 time on the 3 billing cycles. I am not saying that you did that.

But if you are sure that you used only for 2 billing cycle you are ok, read the service agreement

Fizz-Ext means that you are in roaming, without knowing if it is bell, rogers, etc

Did you find this useful ?

No (0)

Yes (0)

0% of users found this answer useful

Other answers

No R in the signal. It just connects to Bell on it's own. When i force the phone to connect to fizz-ext, it refuses and people calling me get a message that my phone number does not exist. But that is a different problem at Fizz is avoiding to respond to.

Fizzy
Fizzy

Fizzy

User level
Level
4
5000 / 5000
points

Hi Valentin,

What phone model are you using? Are you able to disable the roaming option on your phone?
And use roaming only when you need to.

I myself am not 100% clear on the partner network restriction. A lot of customers have monthly bonus data and gifted data. Do those count towards the usage restriction? I'm not sure that they will. If we have a 2 GB plan and we use 3 GB (half of our plan data) over 3 months, does that mean we are about to exceed the partner usage limit? This might be how Fizz does the calculation.

My phone is an LG G5. In the Montreal area, it connects to Fizz.
In theory, it is possible to go over the invisible line by using 10MB on the partner network in 3 months, with the phone being on wifi the rest of the time. It could very well be my case since I have wifi most of the time.
Since they are refusing to show me my data, but sending me a final warning, what is the service agreement good for?
On Chat support, they just keep pasting the 50% rule.

Is this a strange glitch in that you don’t use much data and 50% of that small amount of data was in a ‘roaming’ network? So use some more data in the MTL area?

That is why I am trying to get Fizz to give me access to my data, to figure out what is going on.
It should be part of the portal, or at least available upon request.
I am starting to doubt they have humans in chat support, just a chatbot that copy-pastes the same answers.

Fizzy
Fizzy

Fizzy

User level
Level
4
5000 / 5000
points

@Mike I would agree with you. However I think Fizz customer service would have to confirm how this rule is applied.

@Valentin, like Mike said, you received a warning. If you disable roaming on your phone (at least for the current billing period), you will be fine.

Maybe, since fizz chat support is useless, and community support... is just other users trying to guess what is going on, we should all send our problems straight to CCTS?

Alexander
Alexander

Alexander

User level
Level
2
1186 / 2000
points

15 messages in 40 minutes? Is it a record or what?!

If only having a record number of messages helped!
As a temporary "solution", I downloaded a very large file on my phone while connected to Fizz.
I also sent a complaint to CCTS requesting that Fizz provides access to Partner Network Usage Data to it's customers. Fizz clearly has the information, since they are sending emails based on that and threatening to disable access to the network. If they want us to follow the rules, the have to give us the means to do so.

Haha! This is new from customer support:
I kindly wish to inform you that we do not have access to this kind of sensitive information.
However, you always have the option to contact our Chief Privacy Officer at privacy@fizz.ca.
You will need to provide your account number, the e-mail address attached to it and clearly state your request, then he will reach back to you in the shortest possible time.

Everyone who is interested in their partner network usage data, feel free to email the Chief Privacy Officer.

I would suggest you to disconnect from wifi and it a lot while connected to a fizz antenna during a complet cycle. It won’t fix the problem but will save your account for now.

Fizz should offer a option for members how need to use more than 50% of partners services. And let us see how much data goes where. I don’t understand why it’s such a problem for Fizz.

If enough people email privacy@fizz.ca asking for their data, I am sure Fizz will do something about it.

The rule should be 50% of the 3-month data allocation, else we are punished for not using enough data!

Olivier
Olivier

Olivier

User level
Level
4
5000 / 5000
points

Great question thank you

Evan
Evan

Evan

User level
Level
0
56 / 100
points

I have similar questions so I'm following this thread. Also curious if the partner network usage also includes calls/SMS, or just data.

Victoria
Victoria

Victoria

User level
Level
3
2270 / 5000
points

Have you found an answer to your question here?

Evan, the usage of partner networks is supposed to include calls, texts and data. What Fizz actually does with it, they are not eager to explain. Especially if it is a mix of all 3.
For the time being, no answer from privacy@fizz.ca
Did anyone else try to send a message to this address?

Hello Valentin,

We are sorry for this situation. The community hub is designed for our members to help each other and this is why our ways of contact are also the chat and social media.

However, I could see that you got replies via Facebook Messenger and also via email regarding this situation.

Our team will reply to you via that channel.

Thank you for your understanding.

Have a nice day !

Corina