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FAQ

Status of our services

Our services are all functional. March 17, 2020 | COVID-19 update — Stay tuned. We’ll keep you in the know right here: https://fizz.ca/en/covid-19 March 16, 2020 | COVID-19 update — These are unsettling times, and as a society we are faced with several challenges. As usual, our online tools are available should you have any questions about your Fizz services. You can count on us to make every effort to serve you well. We’ll continue to monitor the situation; any development will be posted on this page. Your online tools, available 24/7: Your Fizz account: No need to depend on anyone. Simply log into your account to make changes to your plan, manage your My Rewards, buy Add-ons, check up on your usage, and much more. The Solution Hub: A goldmine where you’ll find among other things help steps explaining how to solve common issues. The Community Hub: You have a specific question? Ask away. Fizz members are always ready to help out one another.
FAQ

My Wi-Fi network is cutting out. How do I fix it?

Take note of the various sources of attenuation of your Wi-Fi signal The waves in your Wi-Fi network may be attenuated by various obstacles and sources of interference, causing decreases in speed and partial or complete disconnections of your internet connection. Sources of interference include: Nearby Wi-Fi networks Surveillance cameras Baby monitors Microwave ovens Etc. Obstacles to Wi-Fi waves include: Construction materials (concrete, aluminum, etc.) Heated flooring Mirrors Windows Etc. Recommendation: If you are unable to change your environment to limit sources of Wi-Fi signal attenuation, it would be better to use a network cable (RJ45). A cable is included in the original box of your Fizz Wi-Fi modem. Restart your Wi-Fi modem Unplug the power cable on your Wi-Fi modem. Make sure all the lights on the modem are off once you have unplugged it. Wait ten (10) seconds. Plug your modem back into the electrical outlet. Expect a three (3) minute delay to allow your devices to reconnect to the Wi-Fi network. It is more effective to restart your Wi-Fi modem by unplugging its power cable instead of pressing its power button. Test each of the two (2) frequency bands of your Wi-Fi modem Your Fizz Wi-Fi modem uses by default the to frequency band steering technology. When this function is disabled, the Wi-Fi modem will display two (2) frequency bands, 2.4 GHz and 5 GHz. The modification of this option is possible thanks to the mobile application Fizz Wi-Fi: Choose: ''My Wi-Fi'' Select your Wi-Fi network Select: ''Advanced Settings'' Band Steering ''On/Off'' The Fizz Wi-Fi app is available for free at various online stores (Apple Store and Google Play Store). This change can also be applied through the Wi-Fi modem user interface: 1. Log in at: 192.168.0.1 from the web browser of any device. 2. Log in
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 won’t be able
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 5th, and your next payment cycle will start on May 5, and then June 5, and so on. If your plan is activated on the 31st 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 cycle of this
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, go 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 methods can I use?How do
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 bottom right