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FAQ

Status of our services

November 29 Please note that a maintenance is planned on our website from December 1st, 10:00 p.m. to December 2nd, 6:00 a.m.. All website features will be temporarily unavailable. We recommend that you plan any modifications to your services in accordingly. Your mobile and Home Internet services will be availble during the maintenance period.
FAQ

How do I fix a payment issue?

Is your credit card expired? The update must take place 24 hours before the start of your plan’s next payment cycle to ensure your account is updated in time for your next payment. You must add a new credit card before removing the one currently associated to your account. To update your payment method Go to My Plans in your account . Click on Manage > Payment method . Once your payment method has been updated in your Fizz account, you must associate it to each plan you want to pay with that card. That is not done automatically. To associate your payment method to each of your plans: 1. Log into your Fizz account. 2. Select the plan, and click on Manage/Payment method Was your payment rejected? If your monthly payment fails, you will receive a communication to let you know, and you will need to take action before 10 p.m. that same night by either: Updating your payment method in your Fizz account. OR Making a credit card payment in order to release funds and allow for your Fizz payment to go through. Tip for the billing address associated to your credit card When you enter the information for your payment method, the billing address associated to your card must correspond to the address you declared to your bank for that card. The right info must be entered in the corresponding fields, and the address needs to be 100% identical. Pay attention to the following items: The name of the street (Ave, avenue) Special works (Saint, St, Ste) Hyphens Spaces Spelling Tip: Make a copy and paste of what is written in your bank account. If the address and postal code that you associate to your payment method are not identical to that declared to your bank, you
FAQ

How do payment cycles work?

For your mobile service: The date on which you activate your SIM card is the anniversary date for your mobile plan, and this date marks the start of your payment cycle each month. For your Home Internet service: The date on which you receive your Fizz Wi-Fi modem is the anniversary date for your Home Internet plan, and this date marks the start of your payment cycle each month. How many days lasts a payment cycle? Payment cycles are monthly, but their duration varies based on the number of days in each month. What’s important to remember is the anniversary date of your plan. For example, if you activated your SIM card or received your Wi-Fi modem on April 5, the anniversary date for your plan is the 5 th , and your next payment cycle will start on May 5, and then June 5, and so on. If your plan is activated on the 31 st of a month, it is important to note that your payment cycles will start on the last day of each month, whether it’s the 30, 31 (or even 28 in the case of the month of February). Do I lose any days in my plan if it gets suspended? That depends. If you lose your phone, Fizz will block your SIM card so you avoid fraudulent activity, but your plan will remain active. You may therefore want to find yourself another phone as soon as possible, and activate it with your plan. If your plan is suspended by Fizz, whether for purposes of analysis following inappropriate use or following non-payment, your payment cycle will simply shift. For example, say the plan of a member is suspended following a missed payment, and Fizz ends up receiving the said payment 5 days later. The payment
FAQ

How do I update my payment method or credit card information?

You will receive a notification and text or email when your credit card is about to expire. Click on the link in your notification to go directly to the update payment section in your account. The update must take place 24 hours before the start of your plan’s next payment cycle to ensure your account is updated in time for your next payment. You must add a new credit card before removing the one currently associated to your account. Here are the steps to update a payment method, and associate it to your plans: In your Fizz account, g o to My Profile Click on Payment methods . Click on Add a new payment method to add your new payment method. Then, select the payment method you no longer want to us, and click on Delete . Now make your way to My plans . For each of your plans, click on Manage plan/Payment method , and associate your new payment method. Know you must also associate each plan you want to pay with that new card. This is not done automatically. IMPORTANT When you enter the information for your payment method, the billing address associated to your card must correspond to the address you declared to your bank for that card. The right info must be entered in the corresponding fields, and the address needs to be 100% identical. Pay attention to the following items: The name of the street (Ave, avenue) Special works (Saint, St, Ste) Hyphens Spaces Spelling Tip: Make a copy and paste of what is written in your bank account. If the address and postal code that you associate to your payment method are not identical to that declared to your bank, you won’t be able to add this payment method. Read more: What payment
FAQ

I’m unable to log into my Fizz account. What do I do?

Reset your password Is there a problem with your password? Go to the Fizz login page and follow the process for resetting your password. After changing your password, you may need to clear your internet browser's cache (delete your history and your cookies). Confirm your email address Did you confirm your email address within 24 hours of creating your account? If you did not confirm your email address within the required timeframe, your Fizz account will be automatically blocked. How to unblock your account: Go to the Fizz login page and click on the Lost password link. You will receive an email with a link that lets you reset your password and confirm your email address. Create a new password. You will now be able to log into your Fizz account. If you click on the link “Forgot?” to reset your password, you only have one hour to validate the link sent by email. If you click the link several times, make sure to only use the link from the last email you'll have receive, or else it won't work. Error in your email address Did you mistype your email address when you created your Fizz account? To contact Customer Service, simply click on the chat bubble that appears at the bottom this page. You can access to the bubble chat within the business hours . They will verify your identity and send your confirmation email to the correct email address. Account or plan is locked If you see the message "Your account is blocked. Use the chat tool to resolve the issue. " while trying to log in, this means that the Fizz team detected unusual activity and locked your account or plan as a security measure. To contact Customer Service, simply click on the chat bubble in the
FAQ

2019 Gift Wrapping Workshops

It was a real treat to see you during our gift wrapping workshops that demonstrated the Furoshiki method. Here are some questions and answers following your participation, and the promise we made at that time of 2 GB of mobile data. Where can I find the instructions for the Furoshiki method that were presented at the gift wrapping workshops? Happy to see that you want to practice your fabric folding and knotting, and become a hero of zero waste wrapping. Click here to watch the tutorial . Hungry for more? Make sure not to miss the other videos that will be posted in upcoming weeks to master your art. Where, and when can I attend one of your gift wrapping workshops with a demonstration of the Furoshiki method? CF Fairview Pointe Claire November 28, 29 and 30, in addition to December 1 Les Galeries d’Anjou December 5 to 8 Carrefour Laval December 12 to 15 Centre Eaton de Montréal December 19 to 22 What do I need to do to receive my 2 GB of mobile data promised at the workshops? Do I have to be a Fizz member? Yes, you must be a Fizz member to receive your 2 GB of mobile data, issued as two perks of 1 GB each within the My Rewards program . And of course, it goes without saying that you need at least one active Fizz mobile line to use (or gift) these perks. Not a Fizz member yet? You must create your Fizz account before January 3, 2020, using the email address you entered when you participated in the workshop. IMPORTANT — Confirm your email address (you’ll receive an email to this effect). The two perks of 1 GB each will be deposited in your account on January 9, 2020. You’ll then