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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. 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 information Make sure to follow the instructions to prepare and package your

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: **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: **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: **61*(number you’re forwarding to)# If your line is not available (busy): **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 IMPORTANT: Charges may apply to calls that are forwarded to a number outside the coverage area of your plan. Call forwarding and voicemail. If

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 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 selected plan details. Some Fizz calling options — such as call display, call waiting, call forwarding and

Good to know : Going on vacation, moving or simply taking a break? The option to put your Home Internet plan on pause with just a few clicks. To learn more, check out the FAQ : How to put my plan on pause. If you wish to unsubcribe from from Fizz Mobile, please go here : How do I unsubscribe from Fizz Mobile? Before we say our farewells, let's check a few things so we make sure Fizz is working for you, and your wallet. Are your My Rewards upgrades activated on your Home Internet plan? Based on your My Rewards level, we're talking up to $6 off the price of your plan. Every month. Check my upgrades Is there a plan or price that would better fit your needs? If so, just make the switch in your account. All Fizz members have access to posted prices. No need to negotiate. You can change your plan every month if you want. How to modify my plan Do you know anyone who is looking for an Internet or mobile provider? The idea here is to get yourself some referral bonuses applied as a reduction on your upcoming Fizz payments. Share your referral code with as many friends as you want. You may even end up not having to pay for your own Fizz services. Reveal my code If this really is goodbye We’re sorry to see you go. As a friendly reminder, if this plan is the only one you have with Fizz, unsubscribing means you will lose your My Rewards points as well as referral bonuses you may have earned during your time with us. IMPORTANT : When you unsubscribe from the Internet service, the modem must be returned to Fizz. It cannot be kept, reused, or transferred to another

A few recos Before we say our farewells, let's check a few things so we make sure Fizz is working for you, and your wallet. Is there a plan or price that would better fit your needs? If so, just make the switch in your account. All Fizz members have access to posted prices. No need to negotiate. You can change your plan and channels every month if you want. How to modify my plan Do you know anyone who is looking for a TV, Internet or mobile provider? The idea here is to get yourself some referral bonuses applied as a reduction on your upcoming Fizz payments. Share your referral code with as many friends as you want. You may even end up not having to pay for your own Fizz services. Reveal my code Are your My Rewards upgrades activated on your Home Internet plan? Based on your level in the loyalty program, My Rewards, we're talking up to $6 off the price of your plan. Every month. And having a TV plan sure helps you earn My Rewards points which in turn will get you those great upgrades and savings. Check my upgrades If this really is goodbye To unsubscribe from your TV plan, go under My plans > Manage plan > Unsubscribe and follow the on-screen steps. If you unsubscribe from your TV plan, it’ll be deactivated immediately. You will receive a prorated refund based on the days left, if any, in your payment cycle. If you unsubscribe from your Internet plan, you’ll have to choose your deactivation date. Your TV plan will be deactivated on the same date, and any outstanding refunds, if any, for your two plans will be processed at the same time when you return your Fizz Wi-Fi modem. Avoid doubling up

An unlocked phone is one that is not linked to any specific cellular network. For example, when you buy your phone from a mobile provider, you will only be able to use it with that carrier until you unlock it. Legislation now allows all Canadians to unlock their phones, regardless of the original carrier. Unlocking your phone means you are able to use it with any carrier, provided that your phone is compatible with its network and bands. If you bought your phone from a Canadian provider after December 1, 2017, it is unlocked by default. When your phone is unlocked, you can insert a SIM card from any mobile provider to use your phone on their network. How can I see if my phone is locked Insert your Fizz SIM card (activated or not activated) into your phone. When your card is inserted: Your phone is unlocked if it connects to the network or asks you for a PIN code to unlock the SIM card. Your phone is locked if it asks you for a SIM unlock code. Follow the instructions below to unlock it How to unlock my phone Because Fizz is not the company that locked your phone, we cannot unlock it. Only the provider who sold you your phone can unlock it for you. Make sure you have your phone’s IMEI and insert your Fizz SIM card in your phone. Then contact this provider’s customer service team to ask for an unlock code and instructions for unlocking your phone. Know that some websites specialize in unlocking phones and will offer this service for a fee. Good to know: The IMEI is your phone’s ‘identity card’. It allows you to obtain your unlock code. It’s also an anti-theft provision that allows you to identify and block your