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Our services and tools are designed to empower our members. If you’re stuck, there are several options available to you, 24/7. Important: The forum is a great place to get tips and advice but know that you are interacting with members, and not Fizz directly. It is therefore imperative that you do not publish your personal information. The FAQ Answers to the most frequently asked questions are included, of course. This is the very definition of an FAQ. But the troubleshooting steps are also very popular, and you’ll find them a useful guide. Visit the FAQ https://fizz.ca/en/solutions Exchanging with Fizz Are you stuck? Look for the green conversation bubble in the bottom right-hand corner of our FAQ or support page. It’s your gateway to available channels to contact us. Good to know: - Our communication channels are asynchronous, a bit like social media, for example. You post your question or requested info in the conversation and an agent will respond. Exchanges are not in real time. - Only our chat service is a secure channel. If the intervention involves the exchange of personal info, such as your account number, please contact us by chat. Chatting with Rob Rob is our conversational robot, and he’ll be the first one to chat with you, guiding you to address your issues as quickly as possible. Don’t underestimate his skills, he’s very efficient. Here are a few tricks to make the most of the capabilities of Rob: Be clear and concise. Choose simple sentences. Because Rob reacts to specific keywords, use relevant terms related to your request. Ask one question at a time. If you have multiple questions, wait for the answer to your first question before asking the second one. Read Rob’s answers carefully and follow his instructions, like providing additional information, selecting

Your feedback is important to us. Our main objective is to keep members like you happy with a service that’s as easy and efficient as possible. If an issue is making your Fizz experience unpleasant, we’d like to know about it so we can try to help you in solving it. Chat live with one of our agents Most problems are resolved following this step. Submit an official complaint Our Customer Service team is there to help you. Our goal is to make your Fizz journey runs as smooth as possible. If your issue hasn’t been addressed, or if you’re not satisfied with the result, we apologize and request that you submit an official complaint with a detailed account of your issue so we can address it properly. Fill out the online form, clearly describing the issue and why the solution we’ve proposed does not meet your needs. A member from our specialized team will contact you by email within 48 business hours of receiving your form. Fill out the form 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. .

Please note that the RCS messaging between iOS and Android users is not available at Fizz for the moment. What’s RCS? RCS stands for Rich Communication Services, a standard international protocol used in the telecommunications industry to improve SMS/MMS messaging on Android phones. Inspired by popular instant messaging apps, RCS works through the native messaging app on your phone. It’s easy to use and provides a rich multimedia experience using many chat features that weren’t available with traditional text messaging. Available features Private and group conversations Delivery and read receipts File sharing, high-resolution pictures and videos Audio and video message sharing Location sharing Chat features are only available through the internet (mobile data or Wi-Fi). Make sure you have a data plan or a Wi-Fi connection to avoid additional fees. Prerequisites to use RCS To use RCS, you need to have: A mobile plan including text messaging and access to mobile data or Wi-Fi A compatible phone on Android version 5.0 or higher An updated Google Messages application See our mobile plans The chat feature Chat features are used by default once enabled. You’ll be able to use these features by having conversations with other devices who also have it enabled. How to activate/deactivate the chat feature: Open the Messages app. Tap Settings. Tap Chat Features. Tap Enable chat features on or off. Service issue or comment The RCS service is offered by Google. To report a problem or comment on the service, you must therefore use the corresponding form in the Google Messages app. Here’s how: Access the Menu. Tap on Help and Comments. Tap on Send Comments. Your comments are sent to Google and the information may be read without Google contacting you directly. Find more information and support on chat features on Google Messages Support.

Please let us know if there’s a problem with returning your Wi-Fi modem. To contact Customer Service, simply click on the chat bubble in the bottom right corner of this page. You can access the bubble chat within our business hours. If you return a modem that is in poor condition, or if we receive a box that does not contain your modem, you will be charged a $225 (plus applicable taxes) modem replacement fee and/or $60 for delivery by a technician. If a refund is due to you, this amount will be deducted from the amount due. 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

To close an account following the death of a Fizz member contact our Customer Service team: simply click on the chat bubble located in the lower right-hand corner. The deceased customer’s account will be closed at the end of the current payment cycle, unless there has been a specific request to do otherwise.