Resolving issues

Your feedback is important to us.

Our main objective is to keep members happy with a service that’s as easy and efficient as possible. If something is preventing us from carrying out that mission, we want to know.


 

  1. Open a live chat with the Fizz Customer Service team

    Most problems are resolved at this stage.


    Don’t see the chat bubble?

    • You must be logged into your Fizz account and in the Solution Hub to chat with customer support. If you are unable to access your account, read this FAQ.
    • Customer support by chat is available Monday to Friday from 8 a.m. to 9 p.m. (EST), weekends and holidays from 10 a.m. to 6 p.m. (EST). Outside these hours the customer chat bubble will not be visible.

     

    If you still need help, proceed to Step 2.

     

  1. File an official complaint

    If your issue still isn’t resolved, or you’re not satisfied with the result, we apologize and request that you file an official complaint.

    Fill out the online form, clearly describing the issue and why the solution we’ve proposed does not meet your needs. A specialized member of our staff will contact you within 48 hours of receiving your form.

    In the rare case that this process still leaves your issue unresolved, please proceed to Step 3.
     

  1. If your issue has still not been resolved to your satisfaction

    Commission for Complaints for Telecom-television Services (CCTS) CCTS is an independent agency whose mandate is to resolve complaints of consumers about their telecom and TV services, and complaints of small business customers about their telecom services, free of charge. If you have a complaint about your telephone, wireless, Internet or TV service, you must first try to resolve it directly with your service provider. If you have done so and have been unable to reach a satisfactory resolution, CCTS may be able to help you.

    To learn more about CCTS, you may visit its website at www.ccts-cprst.ca or call toll-free at 1-888-221-1687.

     

    CCTS