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.

Make sure your Fizz Home Internet plan has been activated To verify that your plan has been activated: > Log into your account and go to My plans. Even if your plan hasn’t been activated, your Wi-Fi modem may be broadcasting but you will not be able to access the internet. Reconnect to your Wi-Fi network The default username and corresponding password for your Wi-Fi network are written on a sticker on the back of your Wi-Fi modem (Default Wi-Fi network and Default key). The process for reconnecting to your Wi-Fi network may vary from one device to another. Here are two examples: Laptop: Settings → Network and internet → Wi-Fi Smartphone: Settings → Connections → Wi-Fi You may need to completely disconnect your device from the Wi-Fi network using Forget this network. Follow the same steps above to access this option. If the Wi-Fi modem's band-steering function is disabled, select the 5GHz Wi-Fi frequency band (if the device allows it). 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. Make sure the issue is not caused by a recent change See if the malfunctioning Wi-Fi network is caused by one of the two (2) types of following changes. A change to your Wi-Fi modem’s settings: Changes to the password, network name, etc. Changes to the channel, ports, IP parameters, DHCP, etc. Changed parental controls, encryption, etc. A change to your home: Changes to

See our dynamic coverage map What is the difference between my coverage area and subscription area? Your coverage area is where you can use your Fizz plan without paying roaming fees. When you subscribed and created your plan, you chose your coverage area: Quebec, Canada or USA + Canada. If you roam outside your coverage area, you can use your Fizz plan on our partner networks. Log into your account any time to change your coverage area: How to change your plan. If you selected the Quebec coverage in your plan, consider buying a Travel Add-on or an International call Add-on to make your calls to Canada or the United States. The subscription area is the area where you must live to be a Fizz subscriber. If you live in the subscription area and your address is not recognized, do not hesitate to contact us so that we check with you. Good to know: The Quebec coverage area also includes the Ottawa region. Hawaii and Alaska are included in the Canada + U.S. coverage area, but not Puerto Rico (that destination is included in the Latin America zone in the Add-ons) Use your Fizz account to check whether a destination is included or not in your coverage area. Once logged in, under your mobile plan, click on Manage / Add-ons. Enter the destination. If the search gives no result, it means that the destination is included in the coverage area you chose for your plan. If to the contrary you see various price options to make or receive calls for this country, this means that this destination is not included in your coverage area.

When a phone tries to send a text message or a multimedia text message when it does not have access to the mobile network, delivery of the message may be delayed. Conversely, when a message cannot be routed to a phone because it is out of range of the mobile network, the message will remain on hold until it can be delivered. Troubleshooting: Restart your phone Reboot (power cycle) your phone by holding down the phone’s start button for 10 seconds. Following your reboot, your applications will load. Your phone will then re-authenticate to the Fizz mobile network and potentially recover its authorization to access the network. Is it with multiple users? Determine if this is an issue affecting one or many users. It is important to know if the issue occurs when you are messaging just one person, or many different people. Do several tests, using the same type of message, with different people. If the situation occurs with only one other user, it could be a type of non-compatible text encoding between the two phones. If the situation arises with all other users, it may be necessary to reset your phone to its factory settings. Test with another phone If possible, do a test using a different mobile phone. If you have access to a phone that is compatible with the Fizz mobile network, insert your Fizz SIM card into this phone and see if you can reproduce the problem. This will tell you if your phone is the source of the problem. If the issue cannot be reproduced and is therefore limited to your phone, it may be necessary to reset your phone to its default settings. If the issue does occur on the second phone, there could be an issue with our systems. Report this issue

Log into your account to activate your Fizz plan Make sure you are in a zone that has adequate coverage.See our network coverage map If you are outside the Fizz network, you can connect via our partner network. Learn about accessing our partner network Troubleshooting: Are there minutes in your plan? Make sure your plan includes calling minutes. If your plan does not include any minutes, it will be impossible to use your phone to make and receive calls. You can adjust your plan any time to add minutes for local or long distance calls. This change to your plan will take effect at the start of your next payment cycle. You can also add minutes to your plan and use them immediately by buying a Call or Travel Add-On. Once your plan includes minutes or you purchase an Add-on, you'll be able to make and receive calls. Restart your phone Reboot (power cycle) your device by holding down the device’s start button for 10 seconds. After your applications load, your device will re-authenticate to the Fizz mobile network. This allows your device to recover its authorization to access the network. Is the Fizz network chosen? Make sure your device is configured to automatically connect to the mobile network. IMPORTANT: Before beginning this process, make sure the SIM card is inserted in your device. Otherwise, the Mobile networks menu will not be visible. The steps for enabling your device to automatically choose a network varies depending on the type of phone. Here are two examples: Android: Settings → Connections → Mobile networks → Network operators → Search networks → Automatic/Fizz iPhone: Settings → Operators → Automatic/Fizz Is the phone on the blacklist? Check if your mobile device is on the National Stolen Device Blacklist. If your device allows only emergency

Is the coverage adequate? Make sure you are in a zone that has adequate coverage. See our network coverage map The Fizz mobile network, like the vast majority of mobile service providers in Canada, is broadcast from fixed antennas on the ground. It’s normal that the signal will be affected in some places by natural and artificial obstacles. Artificial obstacles may include: Concrete Steel Aluminum Natural obstacles may include: Mountains Valleys Forests Restart your phone If the network signal is weak, your phone may be connected to an antenna that is not in an optimal location for you to access the network. Reboot (power cycle) your phone by holding down the phone’s start button for 10 seconds. Following your reboot, your applications will load. Your phone will then re-authenticate to the Fizz mobile network and potentially recover its authorization to access the network. Is the Fizz network chosen? Make sure your phone is configured to automatically select the Fizz mobile network. IMPORTANT: Before starting this process, make sure the SIM card is inserted in your device. Otherwise, the Mobile networks menu will not be visible. The steps for enabling your device to automatically select a network varies depending on the type of phone. Here are two examples: Android: Settings → Connections → Mobile networks → Network operators → Search networks → Automatic/Fizz iPhone: Settings → Operators → Automatic/Fizz Note: If the Fizz network is not optimal where you are, you may try to temporarily connect to our wider area network.How to access the Fizz wider area network The position and distance of our partners’ antennas may differ from ours — your mobile experience may improve at locations that are problematic for the Fizz network. Reset your phone’s network settings IMPORTANT: This operation will also reset your WiFi settings, mobile data