I’m moving. How do I change my address for my Home Internet service?
Moving your Home Internet plan is done directly from your account. Submit your request under
My plans > Manage plan > Moving my service.
Word of the wise, don’t forget to pack your Fizz Wi-Fi modem and bring it with you on your moving day! No need to activate it at your new address; everything will be done automatically thanks to your moving order.
Need to change your Home Internet plan? No worries, but plan to do so before or after your move. You cannot modify your Home Internet plan during your move.
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Date coordination
Chances are the date you choose to deactivate your Home Internet service at your current address will differ from the installation date you select for your new digs.
If that’s your case, no worries. Your plan will be simply put on pause, and you won't incur any fees during that time. Your payment cycle will shift and begin upon activation at your new address. You don't need to do anything; this activation will be done automatically.
If a technician’s visit is required, the time needed to get an appointment varies based on demand. So, make sure to plan ahead during the moving season in June and July.
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A plan (or the service) is not available
As you fill out your move request for your Home Internet plan, we’ll obviously ask you to enter your new address. One of three things can happen:
> All is fine.
This is great, but chances are this is not your case if you’re reading this section of our FAQ.
> The download speed you have now is not available at your new address.
Perhaps you are moving from an area with high bandwidth to one with lower bandwidth, which impacts the download speeds available to you. Choose a new plan. On the activation date of your new plan at your new address, your old plan will be refunded to you on a prorated basis.
> Fizz Home Internet is not available at your new address.It is for many residential addresses in Quebec and in Clarence-Rockland (ON) region and, over time, may be for more and more postal codes. So, come back to see us in a while.
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The installation of your modem
Modem Self-Installation (Free)
With the self-installation option, simply bring your modem to your new address and plug it into the coaxial outlet. Check out our guide: How to install my modem. Your plan will be automaticaly reactivated at the new address on the date chosen during your move request. Your eligibility for this option will be confirmed when you place your move order.
Technician Intervention Required (Free)
If you do not have the option to choose self-installation without a technician, it means that the address is not eligible due to out-of-standard signals coming from the network. A technician will need to intervene to correct the situation and ensure that your Internet connection works properly.
It’s possible that your Internet connection will still work when you plug in your modem. However, please do not contact customer service to report this situation, as the technician’s visit is still required to ensure the long-term stability of your service. See, reschedule or cancel my appointment.VIP Installation ($60)
Choose this option if you want a technician to handle the complete installation of your Wi-Fi modem. This includes setting up your connection and Wi-Fi network at your new address on the day of your appointment. See, reschedule or cancel my appointment.
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To change my move request
Life is full of surprises, we know that. To reschedule the dates of your move order or cancel it, go into your account under My plans > Manage plan > Appointments.
To change the address of your installation, you must first cancel the order, as it is not possible to modify it once it is registered. Once the order is canceled, you can simply place it again with the new address.