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

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

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

  3. Click on Moving my service.

  4. Click on Edit.

  5. Follow the instructions. You’ll have to:

    • validate the availability of the Fizz Home Internet service at your new address;

    • schedule your installation appointment at your new address;

    • confirm your deactivation date at your current address.

Don’t forget to bring your Fizz Wi-Fi modem with you at your new service address.

 

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.

If you get this message, you can chat with us so that we can do further verifications.

 

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 who currently resides at your new address is a Fizz member, your request for a home Internet package at that address cannot be processed until that person has moved or deactivated their Fizz home Internet package. But the good news is that the Fizz connection is available and working! We recommend you pack your Fizz Wi-Fi modem and complete your move in your account once settled into your new home. 

This last point is very important to avoid any interruption of service. 
Please go to your Fizz account, select Internet plan > Manage my plan > Moving your service 

 

I’m trying to modify my plan for my new address, but I can’t seem to change the speed. Why?

If you want to change the speed of your Internet package, you will have to do it before or after your move. The plan change will not be offered to you during the moving process.

 

The date for my installation appointment at my new address is different from the date at which I’m deactivating my service at my current address. What do I do?

No worries, we’ve got this.

Let’s say you scheduled your installation appointment at your new address for May 20, and selected May 15 to deactivate your plan at your current address.

If your new plan is the same as the one you’re deactivating:
  • On May 15, your Home Internet plan will be put on pause. You won't incur any fees for the days during which your plan is on pause. 
  • On May 20, once your installation is complete, your plan will be reactivated.

Since your plan will have been paused:
- The dates of your payment cycle will shift. In our example, the cycle will shift by five (5) days.
 

 

I’m bringing my Fizz Wi-Fi modem with me at my new address. Do I still need to plan an installation appointment?

Yes. You must plan an installation appointment so a technician can make sure the cable connection works properly.

 

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.  Refresh your memory by watching the first minute of this video. Your modem is already set-up from your previous home so no need to reset your Wi-Fi password, unless you want to. 

 

I must modify my installation appointment. Is that possible?

You can. Log into your Fizz account to reschedule or cancel the technician’s visit. More details about how to change your appointment.

Beware — if you just finished scheduling your appointment, please allow a 3-hour delay for the Reschedule/Cancel buttons to appear in your account.

You can reschedule your appointment up to three (3) times. If you try to reschedule a fourth time, your subscription will be automatically cancelled, and you’ll have to restart the process all over.

 

I missed my installation appointment. What are my options?

You’ll receive a communication from Fizz to reschedule. You can also do so directly by logging into your account. 

More details about how to change your appointment.

 

I’m not moving anymore. How do I cancel the move of my Fizz Home Internet service?
  1. Log into your account and click on My plans.
  2. Select your internet plan and click on Manage my plan.
  3. Click on Appointments.
  4. Here you will be able to see a complete list of all your past and future appointments.
  5. To cancel an appointment, click on Cancel.
    • On the next screen, confirm that you wish to cancel this appointment by clicking Cancel again.

The Cancel button won't be visible in your account after 9h pm the day before the appointment, because the tool cannot change the technician's schedule for the day. In this case, you have to contact us to modify your appointment.

If you cancel your installation appointment at your new address before the deactivation date at your current address, you'll continue with your current Home Internet plan at your current service address.

If you cancel your installation appointment at your new address after the deactivation date at your current address, you'll have to resubscribe to enjoy the Fizz Home Internet service.

 

Will the price of my Home Internet plan change?

No the price does not change when you are moving.

 

Can I transfer my Home Internet plan to another Fizz member?

Unfortunately, no. The transfer of a plan (whether mobile or Home Internet) from one account to another, even if two people are living at the same address (like two roommates for example), is not possible. Person A must unsubscribe, and person B subscribes with a new plan in their own account.