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Call forwarding allows you to forward your calls to another phone number of your choice. It’s useful when you’re on the move, or when you wish to be reached at a number other than your Fizz mobile phone number. Call forwarding and VoLTE. Call forwarding will work when you use a VoLTE certified phone, activated with a VoLTE compatible SIM card. If your phone is not VoLTE certified, manually setting up call forwarding will not work. Call forwarding for the voicemail option remains functional. The details about VoLTE Manually set up Call forwarding To use the Call forwarding function, make sure your plan includes minutes or that you have funds in your Wallet to pay-per-use. Only outgoing calls are possible when call forwarding is activated. Your phone will not ring and you will not receive any notifications (message, missed call, etc.). All incoming calls will be automatically forwarded to the programmed number until the call forwarding function is disabled. To activate call forwarding, dial: Press the * key twice then 21*(number you’re forwarding to)# You can add commas to indicate a pause while dialling. This is how you would add an extension, for example: Press the * key twice then 21*(number you’re forwarding to),,1234# All incoming calls will be redirected to the number you provide, without delay and without your phone ringing. To activate call forwarding to different phone numbers under specific conditions: If you don’t reply after several rings: Press the * key twice then 61*(number you’re forwarding to)# If your line is not available (busy): Press the * key twice then 62*(number you’re forwarding to)# Note: Calls can be directed to a different number for each type of forwarding. Please note: it is impossible to forward a call when you are roaming outside Canada or the United States

To request your tax exemption or send us your updated supporting documents, please contact us by chat: log into your Fizz account and click on the chat bubble in the bottom right corner of this page during our business hours. Please visit The Canada Revenue Agency (CRA) to be aware of GST/HST requirements that apply as an Indian, an Indian band, and band-empowered entity under the Indian Act. We recognize that many Indigenous peoples in Canada prefer not to describe themselves as Indians. However, the term Indian is used because it has a legal meaning in the Indian Act. Find out if you have to pay the GST/HST In general, Indigenous peoples in Canada are required to pay taxes on the same basis as other people in Canada, except where the limited exemption under Section 87 of the Indian Act applies. Section 87 says that the "personal property of an Indian or a band situated on a reserve" is tax exempt. Inuit and Métis people are not eligible for this exemption and generally do not live on reserves. Documents you need to get GST/HST relief As an Indian, it is necessary that you acquire a proof of registration with Aboriginal Affairs and Northern Development Canada (AANDC) to be eligible for GST/HST relief. For more information, see Indian Status. Certificate of Indian Status card – On your customer form, please include your 9- or 10- digit registry number or your band name and family number (commonly referred to as the band number/treaty number), which is found on your card and attached to a copy of your certificate. Temporary Confirmation of Registration Document (TCRD) – Photocopies of the TCRD do not qualify as appropriate documentation, you must to send your Certificate of Indian Status card. If any changes are made to the

If you are travelling to the United States, including Puerto Rico and the U.S. Virgin Islands, the ability to make calls will depend on the network your phone connects to at your location. If only the LTE-4G network is available, the ability to make calls will depend on two things: a VoLTE compatible SIM card and a phone that is certified VoLTE with Fizz. I am on location. How do I know which network I’m on? Check the top of your phone screen. If you see: 3G or HSPA or H+ or E or EDGE There is a network other than the LTE-4G network. You can use your phone to make calls provided, of course, you have Canada + US coverage on your mobile plan, or funds in your Fizz wallet to pay per use. No service The LTE-4G network is the only option where you’re at and your phone is not LTE capable. You will not be able to make calls. LTE Your phone connects to the LTE-4G network but must be VoLTE certified with Fizz to make calls using VoLTE technology. What do I need to check to use VoLTE technology? If you wish to make calls and the LTE-4G network is the only option where you are, VoLTE technology comes into play. You must check: A. Your SIM card. A VoLTE compatible SIM card is required. This SIM card displays a red lightning bolt icon. If that’s not your case, Fizz will give you one for free. How to make the transition to VoLTE B. Your phone. Your phone must be VoLTE certified with Fizz, updated with the latest software update and its VoLTE function activated. If not, you will only have access to your text messages and your mobile data, even if your SIM card is

Choosing your phone number is the third step in getting your mobile plan up and running. Once you have your Fizz SIM card, enter fizz.ca/activate directly into the address bar of your web browser. Once there, simply enter the activation code on your SIM card in the field provided. This step leads to the Plan Wizard, which enables you to configure your phone plan. After this is done, we may ask you to confirm your home address. Then you will choose your Fizz phone number. There are three ways to select or configure your phone number: Transfer your current phone number from your previous mobile provider. (Your number must be active to transfer from another provider.) Ask Fizz to give you a new number. Find a number by entering the last 4 digits. (This option has a one-time $1 fee.) Your phone area code is linked to the postal address associated with your account and it cannot be changed or modified. Make sure your address matches the area code you want. Minimum retention period for your phone number Once you’ve chosen or transferred a phone number with Fizz, you must keep it for a minimum of 30 days before you can change it or get a new one. This rule applies to all types of numbers, whether they were transferred from another provider or newly assigned by Fizz. Read more : I’m having problems transferring my current phone number to Fizz. Why? What can I do? What if I’m unable to transfer my phone number?

New to Fizz? (Alberta, British Columbia, Ontario et Quebec) The name of the network indicated on your phone will not initially say Fizz. Instead, you will see Fizz EXT. We are aware of this situation and are working to address it. Rest assured, your phone is not roaming, and you will not incur any charges. Simply restart your phone 72 hours (that’s 3 days) following the activation of your SIM card, and all will be in order. New to Fizz? (Manitoba) The name of the network indicated on your phone will not initially say Fizz. Instead, you will see Fizz EXT. Rest assured, your phone is not roaming, and you will not incur any charges. Access a partner network on mobile The expanded coverage zone is for our mobile clients who travel in specific regions not covered by the Fizz network. It is intended for occasional coverage, and applies to both Quebec and Canada. The majority of your usage (calls, texts and data) must be done on the Fizz network. We reserve the right to interrupt or block access to our network of partner providers if you use your mobile service primarily on their networks for 3 consecutive payment periods . Use our coverage map to check that you are using your phone in a zone covered by the Fizz network. Visit our network coverage map Recognize a partner network Our phones are programmed to prioritize the Fizz network. When your phone is outside the Fizz network, it will automatically connect to an available partner network. When you’re connected to a partner network, its name will be displayed on your phone as Fizz EXT. It is important to check the name of the network indicated on your phone. If it does not say Fizz, you are on one of our

Activating my SIM First thing first, do you have a Fizz SIM? If your phone is compatible with eSIMs, order, install and activate an eSIM all at the same time. See the steps for an eSIM If you don’t have a SIM card, getting one is really simple. - If you’re buying a phone on fizz.ca, you can add a free SIM card to your order. - If you plan to use your own phone, get a physical SIM card online, or from one of our partner store - If you still have an old VoLTE SIM card that was deactivated, you can use it. Now the activation If you chose to go with an eSIM, you’ll be able to activate it immediately after ordering it. See the details here. For a physical SIM card, there are two (2) ways to get to the SIM card activation page: Log into your Fizz account and go under Overview > Add a plan. There, you’ll have the opportunity to activate your SIM card. OR In the fizz.ca menu bar, click on Mobile/Activate my SIM or enter fizz.ca/activate directly into the address bar of your web browser. Once there, simply enter the activation code on your SIM card in the field provided. Choose my plan Activate my SIM card Creating my plan Once your SIM card has been activated, you’ll need to create your perfect plan. The Plan Wizard will help you: Adjust the amount of data, the number of texts and minutes. Choose your coverage area — Provincial, National or National + U.S. (Hawaii and Alaska are included in the National + U.S. coverage area). Decide whether you want voicemail and international calling options. At the bottom of the Plan Wizard you will see your monthly fee, which adjusts based on your

To return your phone under the 15-day return policy, you must submit your request online within 15 days of the date on which you received your phone . Once that delay has expired, the 15-day return policy will be expired, and you will no longer be able to return your phone for a refund. To return your phone under the 15-day return policy, your mobile data usage must not have exceeded 50% of the data included in the mobile plan associated with that phone. Note: members with an approved disability attestation have a 30-day trial. There is a lifetime limit of two (2) 15-day returns per account. Specific conditions There are several conditions and important information you must know and accept before returning your phone, including the presence of an administrative fee if your return request is denied. See all the conditions The following additional conditions are specific to the 15-day return policy: You must send back your phone with all its accessories, including the charger and the original box. The phone must be like new. It wasn’t dropped. There is no scratch or any physical damage to the case, screen, buttons or connectors, camera lens and/or flash. In the case of a refurbished phone, it’s in the same condition as when you bought it from Fizz. One (1) return per account per year is allowed under the 15-day return policy. Beyond that number, we won’t be able to honour any return request. Returning my phone The process in a nutshell: A return request must be submitted online via your Fizz account under My phones/Manage my phone/Return my phone. You’ll be guided step-by-step through important information and conditions which you’ll need to certify and confirm (by checking a box) before returning your phone to Fizz. Read the conditions and important