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To make an international call, you have different options depending on your needs. Whatever option you choose for your international calls, know that the rates are the same whether you are calling a landline or a mobile number. International Calls Option If you make international calls every month: add the International calls option to your plan. You get each month a fixed number of minutes to make international calls from your coverage area to the country you select among our special rate list. You can only select one country at a time, but you can change it. If you do, that change will be effective when your next payment cycle begins. Important – any change to your plan must be made 108 hours (4.5 days) before the end of your payment cycle. During those 108 hours (4.5 days), systems are frozen and no change can be made. You’ll therefore have to wait for the next payment cycle. Learning how to edit your mobile plan . If you can't find a specific country on our list, you’ll have to opt for an Add-on instead. International Calls Add-on If you make international calls occasionally: use the International Calls Add-on. The International calls Add-Ons are useful if you need to make international calls occasionally to countries not covered by your monthly plan. You can purchase as many International calls Add-ons as you need, based on which zones these countries are in. Here is the list of available Countries : Germany Australia Bangladesh Belgium Brasil Bulgaria China Colombia South Korea Costa Rica Denmark Finland France Guadeloupe Hong Kong Hungary U.S. Virgin Islands India Indonesia Ireland Iceland Israel Italy Japan Luxembourg Malysia Mexico Mongolia Norway New Zealand Netherlands Peru Philippines Puerto Rico Czech Republic Romania San Marino Singapore Slovakia Sweden Switzerland Viet Nam Learn about

Once you’re a member, we’ll assign you your very own unique referral code. You’ll then be able to earn additional referral bonuses by inviting friends to use your referral code to join Fizz. You therefore have the opportunity to get a referral bonus by getting invited to Fizz, but also afterwards by inviting friends to join. You must have an active Fizz plan to invite friends and receive referral bonuses. The usual amount for the referral bonus is $25 for both the Fizz member and the person they invite, but this amount can vary based on the activation date. More specifically: for a mobile plan, the date at which the person who was invited activates their SIM card. for a Home Internet plan, the date at which the person who was invited subscribed and chose their installation appointment. Learn more on how referral bonuses work, and are allocated. Getting invited Any one person can only be invited once, and thus use a referral code when they subscribe to their first Fizz service. For example, if a person subscribes to the Fizz mobile service without using a referral code, one cannot be applied retroactively. This same person cannot use a referral code if they activate a Home Internet plan since that plan will now be their second Fizz plan. Don’t know anyone at Fizz? Several of our members share their referral code on our Facebook posts. Make a new friend, and enjoy this bonus.  Inviting friends. Your referral code is a unique five-digit combination of letters and numbers. It is not case sensitive, meaning you can use upper or lower case letters (for example: AB123 or ab123). It does not change or expire. If you unsubscribe and resubscribe to Fizz, you will have the same referral code. To get your referral code, and to invite friends, follow this link: Invite

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

You can, of course, buy a phone on fizz.ca, but you can also use your own phone with Fizz. To do so, however, your phone must be: Compatible with eSIMs if you wish to use an eSIM. VoLTE-compatible at Fizz* (required with the 3G network withdrawal that starts July 31, 2025) * If your phone is not VoLTE-compatible at Fizz, you can activate a mobile plan before July 31, 2025, but keep in mind that: Your phone must be compatible with our network and able to support its frequencies. You will need to replace your phone with a VoLTE-compatible model in anticipation of the 3G withdrawal that will start July 31, 2025. We strongly recommend that you take the necessary steps now to avoid any inconveniences once the 3G network has been decommissioned, such as the inability to make calls and contact 911. Good to know: smartwatches are not supported at this time. If you wish to use an eSIM Good to know: if your phone is not compatible with eSIMs, don’t worry. You can still get a physical SIM card online, or from one of our partner stores. The list of models presented here is not exhaustive. eSIM compatibility may vary between versions and updates, so it's always advisable to check with the manufacturer to ensure that your specific model will support an eSIM. Apple : iPhone XS, iPhone XS Max, iPhone XR or a later model iPhone SE (2nd generation or later models) Android : Google Pixel 3 and later models (Pixel 3a, 4, 4a, 5, 6, 7, 7a) Samsung Galaxy S20 and later models (know that the FE version is NOT compatible) A models: A35, A54 Note model: 20 Z Flip, Z fold and later models Motorola Razr (model with eSIM) Reminder: other brands may also be

Moving your Home Internet plan is done directly from your account. Submit your request under My plans > Manage plan > Moving my service. Word of the wise, don’t forget to pack your Fizz Wi-Fi modem and bring it with you on your moving day! Need to change your Home Internet plan? No worries, but plan to do so before or after your move. You cannot modify your Home Internet plan during your move. Date coordination Chances are the date you choose to deactivate your Home Internet service at your current address will differ from the installation date you select for your new digs. If that’s your case, no worries. Your plan will be simply put on pause, and you won't incur any fees during that time. Your payment cycle will shift and begin upon activation at your new address. If a technician’s visit is required, the time needed to get an appointment varies based on demand. So, make sure to plan ahead during the moving season in June and July. A plan (or the service) is not available As you fill out your move request for your Home Internet plan, we’ll obviously ask you to enter your new address. One of three things can happen: > All is fine. This is great, but chances are this is not your case if you’re reading this section of our FAQ. > The download speed you have now is not available at your new address. Perhaps you are moving from an area with high bandwidth to one with lower bandwidth, which impacts the download speeds available to you. Choose a new plan. On the activation date of your new plan at your new address, your old plan will be refunded to you on a prorated basis. > Fizz Home Internet is not

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

The withdrawal of the 3G network will start July 31, 2025, for Fizz and several of its partners. All calls made with your Fizz mobile plan will then go through the LTE network thanks to VoLTE technology. But to do so, you need to: Use a VoLTE-compatible SIM card or an eSIM (if your phone allows it). Use a phone that is VoLTE-compatible at Fizz. Activate the VoLTE function on your phone. IMPORTANT: If any of these criteria is not met, none of your c alls (including 911 calls) will go through when the 3G network is gone. To learn more about the withdrawal of the 3G network in Canada, visit the Canadian Radio-television and Telecommunications Commission (CRTC) website, and the Canadian Telecommunications Association website. What is VoLTE VoLTE stands for Voice over LTE, which basically means a phone call will use the LTE network. The opportunity to use the LTE network for your calls means: Improved sound quality for your calls. Faster routing of your calls, meaning the delay for the phone to ring at the other end will be shorter. Reduced interruptions when you go from the Fizz network to a partner network. Criteria #1: a VoLTE-compatible SIM card Your SIM connects your phone to the Fizz LTE network. If it’s not VoLTE (voice over LTE) compatible, no calls (including 911 calls) will be possible with the plan associated with this SIM card when the 3G network is gone. A VoLTE-compatible SIM card shows a red lightning bolt icon: If you need to change your SIM card, sign in to your Fizz account > My benefizz > My rewards > My perks. There, you’ll see a perk to get yourself a new VoLTE-compatible SIM card for free. Changing your SIM card for one that is VoLTE-compatible will not