Fizz customers face RCS woes amid platform update

Over the last couple of weeks, several Fizz customers have reported that the carrier suddenly disabled RCS messaging.

Many of the reports point to a change in language on a Fizz FAQ page, which now notes that unlimited texting is a requirement for RCS, whereas before the page simply stated that texting was required.

The change came after Fizz updated its RCS platform, with the wireless provider telling some customers that the upgrade is why the requirement changed.

When reached by MobileSyrup about the ongoing issue, Fizz confirmed that it updated its RCS platform and noted the change to the FAQ was “to reflect the capabilities of our new RCS platform, which now allows for communication between Android and iOS.”

“Since all of our plans with texting are unlimited, the condition to access RCS is the same as it has always been,” Fizz said.

While the company also stated that “RCS has always been included” with texting and “that hasn’t changed,” the carrier also acknowledged that the update impacted some customers who were previously able to send RCS messages:

“Some Android customers may have experienced situations where RCS messages were sent and received even though the feature was not included in the plan they subscribed to. The updated version of the platform ensures reliable delivery of the feature in accordance with the customer’s plan.”

However, for impacted customers, the change feels like a slap in the face. Many customers took to Reddit to complain, and some emailed MobileSyrup, expressing frustration with the sudden change. Several people explained that the change would force them to switch to more expensive plans with unlimited texting in order to continue using the RCS service they had already been using prior to the change.

Several customers have shared various attempts to respond to the problem. Some have found success by reaching out to Fizz support. In some cases, support allegedly re-enabled RCS, while others noted support offered to offset the additional cost of adding unlimited texting for three months. However, your mileage may vary with this.

Other customers noted they would file complaints with the Commission for Complaints for Telecom-television Services (CCTS) over the change because Fizz failed to provide adequate warning about the change, with several stating they did not receive any notice at all.

Canada’s Wireless Code requires service providers to give customers at least 30 days’ notice of changes, with one Reddit user pointing out the standard service agreement says “we must notify you of any changes at least 30 days before their effective date for mobile.”