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Everything you need to know.

FAQs

FAQ

What box size should I use to return my Fizz Wi-Fi modem?

Make sure to use the proper box to send back your Fizz Wi-Fi modem, and pack it properly. More specifically: The box must respect the guidelines set by Canada Post: What’s the best way to wrap a package for shipping? The box must be sufficiently resistant so the modem is well protected. The box should not be too big to make sure the modem is not tossed around (a box of size 12 ¼ x 9 ¼ x 5 ¼ inches is ideal). The modem should be snug and protected within the box. Nothing is taped on the modem, and the barcode is legible. The return label with your contact info printed by Canada Post is legible and affixed on the box. It is very important you return your Fizz Wi-Fi modem within the 15 days following the cancellation of your subscription, and that you protect it well so it is not damaged during transport, or else you will be charged the amount of $150 (plus applicable taxes). Once your Wi-Fi modem has been handed off to Canada Post, keep the receipt you’ll receive. On it, you’ll find the tracking number to follow your package. Read more : I’ve unsubscribed. How do I return my Wi-Fi modem? I’ve unsubscribed and want to return my modem. Where do I find my return ID number? What size box do I need to return my modem ? Find a deposit location I’ve unsubscribed. I want to return my Wi-Fi modem, but it’s lost or broken.
FAQ

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

Log into your Fizz account and click on My plans . Select your internet plan and click on Manage my plan . Click on Moving my service. Follow the instructions. You’ll have to: validate the availability of the Fizz Home Internet service at your new address; confirm your new plan; 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’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, it’ll be impossible to process your request for a Home Internet plan at this address. You’ll have to wait for that person to deactivate their own plan. 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
FAQ

How do I manage an appointment for a technician to visit my service address?

How can I plan the visit of a technician? The process of booking an appointment varies depending on your reason for booking a technician. Important: A person over 18 years old must be present at the time of all technician appointments . If that is not the case, the technician must leave, and a new appointment will have to be scheduled. For multi-unit buildings, make sure you also have access to the building's wiring room. Here are some reasons why you may need a technician to visit your service address: You just subscribed . A technician needs to check/configure your connection and deliver your Wi-Fi modem. See: Choose your installation option in Subscription You need to add or relocate an outlet . See: I would like to add or relocate an outlet You’re moving . See: How do I move my Fizz Home Internet plan to a new address? You need to replace your Wi-Fi modem (it’s lost or not functioning correctly). See: I connected my device using a network cable, but I still have no connection to the internet. How do I fix it? You are unpausing your plan and no longer have a Wi-Fi modem . See: I unpaused my plan, but need a new Wi-Fi modem. How do I get one? Your Home Internet service was diagnosed by our Customer Service team with a malfunction , and a technician must make a service call. See: If the appointment is a service call (for repairs). How do I view my appointments? You can log into your Fizz account any time to see your past and future technician appointments. Service calls (for repairs) , however, do not appear in your account. To view your Fizz technician appointments: Log into your account and go to Manage plan . Click on
FAQ

I’ve unsubscribed and want to return my modem. Where do I find my return ID number?

There are two ways to find your return ID number: In the confirmation email you received when you unsubscribed from Fizz. By returning to the Fizz unsubscribe process. Once you’ve unsubscribed, you’ll be able to access a shortcut to your return ID number. To find your return ID number in your Fizz account: Log into your account and go to Manage . Click on Unsubscribe . Instead of the unsubscribe process, you’ll see a button that says: Cancel my unsubscription . Below this button, click on See instructions for returning my Wi-Fi modem . Here you’ll find return instructions, your unique return ID number and barcode. This barcode will allow Canada Post to print your return label for free. IMPORTANT: You are required to return your Fizz Wi-Fi modem within 15 days after your unsubscription date. Once your Wi-Fi modem has been handed off to Canada Post, keep the receipt you’ll receive. On it, you’ll find the tracking number to follow your package. Read more : I’ve unsubscribed. How do I return my Wi-Fi modem? I’ve unsubscribed and want to return my modem. Where do I find my return ID number? What size box do I need to return my modem ? Find a deposit location I’ve unsubscribed. I want to return my Wi-Fi modem, but it’s lost or broken.
FAQ

I’ve unsubscribed. How do I return my Wi-Fi modem?

IMPORTANT: You are required to return your Fizz Wi-Fi modem within 15 days after your unsubscription date. How to mail your Wi-Fi modem to Fizz headquarters: Put your Wi-Fi modem in a suitable box. What size box do I need? Download, print or write down your return ID number, which was on the final step of the unsubscribe process. Canada Post will need this number to print your free return label. How do I find my return ID number? Drop your boxed Wi-Fi modem off at the nearest Canada Post deposit location. Find a deposit location Once your Wi-Fi modem has been handed off to Canada Post, keep the receipt you’ll receive. On it, you’ll find the tracking number to follow your package. Read more : I’ve unsubscribed. How do I return my Wi-Fi modem? I’ve unsubscribed and want to return my modem. Where do I find my return ID number? What size box do I need to return my modem ? Find a deposit location I’ve unsubscribed. I want to return my Wi-Fi modem, but it’s lost or broken.
FAQ

How do I unsubscribe from Fizz Home Internet?

Is this goodbye? We’re sorry to see you go. Please let us know if there’s anything we can do to encourage you to stay with Fizz Home Internet. If you cancel your Home Internet services agreement during a payment cycle, you will receive a prorated refund based on the remaining days for the monthly fee paid at the beginning of your payment cycle (excluding any additional data blocks). This prorated refund will be processed once your Wi-Fi modem has been received by Fizz. Based on the date at which you return your modem, expect a delay of approximately 4 to 6 weeks before receiving your refund. What you lose if you unsubscribe What you lose if you unsubscribe: Internet service that stays fast, 24/7 Any points you earned in My Rewards Support from the good folks in the Fizz Community If your mind is made up, here’s how to unsubscribe: Log into your account and go to Manage . Click on Unsubscribe. Scroll to the bottom and confirm by clicking Unsubscribe. Tell us why you are unsubscribing. Enter the date when you want Home Internet service to end. Click Unsubscribe. On the next screen, download, write down or print your return ID number and follow the instructions for returning your Wi-Fi modem. Important: You have 15 days following the date you unsubscribe to return your Wi-Fi modem. Detailed instructions will follow. How do I return my Wi-Fi modem ? Deceased member Following the death of a Fizz member, a close friend or family member can close their account. The request must be sent along with an official document that proves the member is deceased, the contact info of the person making the request, and his relation with the concerned Fizz member. Form to close a deceased member account The account