I’m moving. How do I change my address for my Home Internet service?

Note: the steps here below will be replaced during the month of June by a simpler process. In the meantime, please move your Fizz Home Internet service by completing these two steps:

 

  1. Create a new Home Internet plan using your new address

    Create a new Home Internet plan using your new service address:

    1. Log into your Fizz account..

    2. On the Overview page, click on Add a plan.

    3. Follow the instructions on the screen.

     

    IMPORTANT: You’ll receive and need to install a new Wi-Fi modem at your new service address.The one you currently have will have to be returned to Fizz when you deactivate your initial plan.

  1. Cancel the plan associated to your old address

    Once your new Home Internet plan has been activated at your new address, unsubscribe from the plan associated to your previous address. This way, you won’t go any time without internet service.

     

    1. Log into your Fizz account and click on My plans.

    2. Select your old internet plan and click on Manage my plan.

    3. Click on Unsubscribe.

    4. Scroll down and confirm your choice by clicking on Unsubscribe.

    5. Specify which day you would like to end your Home Internet service.

    6. Click on Unsubscribe.

    7. On the following screen, download, take note or print your return ID number, and then follow the instructions to return your Wi-Fi modem.

    8. Once we have received your modem, we’ll reimburse you the unused portion of your subscription.

    Important: You have 15 days following the date you unsubscribe to return your Wi-Fi modem.
    How do I return my Wi-Fi modem?
    Where do I find my return ID number?

     

  1. Frequent questions and answers

    If I create a new plan at my new address, will the price of my Home Internet plan change?

    If you initially subscribed on or after March 13, 2019, so in other words after our service officially launched, you’ll have access to the same price if you choose the same plan with the same speed.

    If you initially subscribed before March 13, 2019, so in other words during the beta period:

    1. Create your new plan. The price will be different, but that’s normal.
    2. Once that new plan has been activated, contact us via the chat bubble in the lower right-hand corner of your screen. We will reimburse you the price difference between your old plan and the new one, and your beta price will be back the next month.

     

    I’m trying to choose my new plan for my new address, and I am told that Fizz Home Internet is not available. What do I do?

    Fizz Home Internet is not yet available everywhere. It’s currently available to many residential addresses in Quebec and Ontario. In time, the service will become available to a growing number of postal codes.

     

    The internet connection of a provider other than Fizz is still active at my new address. What do I do?

    If the person currently living in your new address is subscribed to a Fizz competitor, it is their responsibility to move their plan or unsubscribe. You can proceed with moving your Fizz plan to this address without worrying about whether they have initiated a move with their provider.

     

    A Fizz internet connection is still active at my new address. What do I do?

    If the person currently living at your new address is a Fizz member, their Home Internet plan will be deactivated when yours will be activated. We'll make sure to let this person know.

    I just learned there’s an installation request for my address. What do I do?

    It is possible that another Fizz member has sent a Home Internet installation request at your address.

    • Are you moving? Make your own change of address as soon as possible by following the steps here above.
    • Is this a mistake? There might be a misunderstanding. If that’s the case, log into your Fizz account and contact us.

    If you don’t reach out or send us a moving request, we’ll assume that it’s goodbye, and your Home Internet plan will be deactivated. You’ll receive a notification when that’s done.

     

    I’m trying to select my plan for my new address, and I can’t select the speed I want. Why?

    Not all internet connections are created equal. You may end up moving from an area with high bandwidth to one with lower bandwidth. Download speeds vary because some regions lack robust broadband infrastructure.

    If the speed you want is not available at your new address, simply choose another one that is. It’s not all bad news — lower speed means a lower monthly fee.

     

    I’m creating my new plan for my new address, and I am asked to schedule the delivery of my Fizz Wi-Fi modem. Can’t I just keep the one I already have?

    No. You must schedule the delivery of a new Fizz Wi-Fi modem since you’ll have to return the old one when you deactivate your old plan from your old address.

     

    Do I need to pay any fees to return my Fizz Wi-Fi modem?

    No. There are no fees for you. We’ll take care of the fees.

    How do I return my Wi-Fi modem?

     

    I initially paid for the VIP installation of my Home Internet service. Do I have to pay for that again at my new address?

    The installation of the Wi-Fi modem is very simple, and the instructions that come with the Self-installation option are clearly detailed. But if you prefer opting for the VIP installation, you can do so. The applicable incremental fees will be automatically added to your first monthly payment.