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Starter Kit The box contains the following items: The Wi-Fi modem (CODA-4680 or CODA-5610Q * A coaxial cable A power cord An ethernet cable * CODA 5610Q is available with a new subscription to a 500 Mbps plan and above. If you are already subscribed and you increase the speed of your plan, it will not trigger a change to this modem. The modem model you’ll receive depends on inventory availability. Fizz does not guarantee a specific model, whether it’s for a new subscription, a return, or an exchange. The ethernet cable is included in the box with your modem, but it is not required to set up your Wi-Fi network. Connect the coaxial cable The coaxial cable must be properly screwed in on both ends. Connect the power cord The power cord must be properly connected to the Wi-Fi modem and wall outlet (avoid using a power strip). IMPORTANT: Once it’s plugged in, your Wi-Fi modem will make its first system update, and may need to reboot after roughly 15 minutes. Make sure your modem is ready A series of lights will appear on your modem. Make sure they match this image. Write down your modem’s info Locate the network name (Default Wi-Fi Network) and password (Default Key) printed on the back of your Wi-Fi modem: CODA-4680 model: look at the back. CODA-5610Q model: look under. Make sure not to confuse similar characters such as O and 0, as well as I and 1. Before proceeding to the next step, check the available networks on a Wi-Fi-enabled device like a mobile phone and check that the FIZZ network name as indicated on your modem appears in the list of available networks. This may take a few minutes. Configure your modem Select the name of your Wi-Fi network from the

Make sure your Internet access works properly Without connecting to your VPN, test your access to Internet. Test with other devices as well. Restart your modem. 1. Unplug the power cable on your Wi-Fi modem. 2. Make sure all the lights on the modem are off once you have unplugged it. 3. Wait ten (10) seconds. 4. Plug your modem back into the electrical outlet. Expect up to a three (3) minute delay to allow your devices to reconnect to the Wi-Fi network. Recommendation: It is more effective to restart your Wi-Fi modem by unplugging its power cable instead of pressing its power button. Dedicate a Wi-Fi network to your work station You can dedicate a “guests” network to a portion of the users in your house in order to keep the main network for you: your kids or co-tenants will use a network parallel to yours. With the Fizz Wi-Fi app: 1. My Wi-Fi 2. Guests Wi-Fi network 3. Configure to your liking 4. Activate the Guests network Via the WebGUI: 1. Enter 192.168.0.1 in the address bar of the web browser of any device. 2. Connect using the following credentials: Username: cusadmin Password: xxxxxxxx (the password you chose when you initially set up) 3. Make your way to the following section to make the changes: Wireless → Basic settings → Guests Try connecting using a network cable (Ethernet) If you’re having trouble connecting to your VPN using the Wi-Fi connection, do the test by connecting a network cable (Ethernet) between your computer and your Fizz Wi-Fi modem. You can use any one of the 4 ports at the back of the Wi-Fi modem. Try deactivating the band steering function 1. Deactivate the band steering function. Instructions here. 2. Rename the two frequencies (2.4 and 5.0 GHz) identically. 3

Disable the Wi-Fi feature of the Fizz Wi-Fi modem In bridge mode, the two (2) Wi-Fi radios built into your Fizz Wi-Fi modem will be deactivated, thus disabling its Wi-Fi capabilities. Open an Internet browser and enter 192.168.0.1 in the address bar. Identify yourself using the following login information: Username: cusadmin Password: **enter your Wi-Fi password** Select Basic Select Gateway Disable the option ''Residential Gateway function'' Click Ok Install your personal Wi-Fi router Connect your personal router as indicated in its user guide. Plug the network cable (RJ45) into one of the four (4) numbered ports of your Fizz Wi-Fi modem. If there's any issue with the connection, restart both devices (the Fizz Wi-Fi modem and your personal router). If you want to re-enable the Wi-Fi capability of your Fizz Wi-Fi modem, you'll need to reset it to its factory settings. Using a small, sharp object, press the modem’s reset button for 10 seconds. • CODA-4680 model: the reset button is located behind the Wi-Fi modem. • CODA-5610Q model: the reset button is located under the Wi-Fi modem. If needed, restart both your modem and personal router This quick video will guide you through each step. But in a nutshell: Unplug the power cable on your Wi-Fi modem. Make sure all the lights on the modem turn off. 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. Note: If you are also using a personal router, you'll need to restart it as well. Recommendation: It is more effective to restart your Wi-Fi modem by unplugging its power cable instead of pressing its power button.

No Internet means no TV: Your TV channels are delivered over your Fizz Home Internet connection. If you’re running into any issue with your TV service, start by checking your Internet connection. Unable to sign into the Fizz TV app from your device Start by checking if the device you are using is connected to your Fizz Home Internet. The credentials for the app are the same as those for your Fizz account. Did you change your password for your account at Fizz.ca recently? If so, it’ll have changed for the Fizz TV app as well. Is the app up to date? Install any pending application updates. Verify if the problem occurs when using a different device. Did you block Internet access on your device? Check your Wi-Fi network’s parental control settings. If your device is blocked and cannot use your Wi-Fi network, Fizz TV will not work on it. No Internet means no TV. Make sure you are not using a personal router and that you are properly connected to your Fizz modem. App keeps loading If you are unable to access the Fizz TV app because it’s stuck on the loading indicator, here are possible solutions that may help you out: Check your Internet connection. Are other apps working properly? Make sure the device on which you are watching your content is not connected to a VPN (virtual private network). Log out and then log back into the app. If all fails, reinstall the app. Guide is empty If you’re accessing the Guide and you don’t see any show or content, check the following: Are there pending updates for the Fizz TV app? Is the device connected to the Internet? Make sure the device is not connected to a VPN (virtual private network). If all fails, reinstall the

Download the Fizz Wi-Fi app That’s your go-to tool to manage your Wi-Fi network from anywhere, diagnose and fix issues, as well as optimize and secure your Wi-Fi signal. To log in, use the same credentials as your Fizz account. @media screen and (max-width: 600px) { .card {padding:16px!important;} .card .btn {display: block!important;width: 100%;} } .card, .card * { box-sizing: border-box; } .card p {margin:0;padding:0;line-height:24px} .card h6 {margin-bottom:4px;line-height:24px} .card .btn {margin-top:16px;margin-bottom:0px;} .card .caption {margin-top:8px;font-size:12px;line-height:16px;} .card { background:#BAEAFA; border-radius: 6px; padding: 24px; display: flex; margin-bottom:48px; align-items: flex-start; justify-content: flex-start; position: relative; box-shadow:0px 1px 4px 0px rgba(25, 25, 25, 0.15); } What type of equipment does Fizz use? Fizz uses an all-in-one Wi-Fi modem that includes a Wi-Fi router. All our modems are manufactured by Hitron. This device ensures an exceptional online experience by optimizing Wi-Fi services throughout your residence and on all your devices. It is compatible with Wi-Fi 5 802.11a/b/g/n/ac standards for Wi-Fi connectivity. It is not compatible, however, with Wi-Fi 6: 802.11ax. The benefits of using a Fizz Wi-Fi modem include: An all-in-one modem and router Powerful dual band support Secure wireless connectivity An easy configuration interface Works in conjunction with the Fizz Wi-Fi app so you can optimize your Wi-Fi network, as well as diagnose, if need be, any glitch that presents itself. Model CODA-4680: Supports Wi-Fi 5 standards: 802.11a/b/g/n/ac. Works with WPA2 security protocol. Wi-Fi 2.4 GHz: 802.11n dual-band 3x3. Wi-Fi 5 GHz: 802.11ac Wave 2 MU-MIMO 4x4. Model CODA 5610Q: Available with a new subscription to a 500 Mbps plan and above. If you are already subscribed and you increase the speed of your plan, it will not trigger a change to this modem. Supports Wi-Fi 6 standards: 802.11ax. Works with WPA3, the latest Wi-Fi security protocol. Wi-Fi: 802.11ax 4x4 on both 2.4 GHz and 5 GHz

Your Wi-Fi network is not optimal, it’s slow or it cuts. Click here. Activate your modem and check your plan If your Home Internet plan is brand-new and you received your modem by mail, login to your account at Fizz.ca and activate your modem to enjoy the speed associated with your plan. How to activate my modem If a technician came by to install your modem, then no need for you to activate your modem. The technician did it for you. For an internet service move, your plan will automatically be reactivated at the new address on the selected date. No action is required on your part. 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. Recommendation: It is more effective to restart your Wi-Fi modem by unplugging its power cable instead of pressing its power button. Check the status of the LEDs on your Wi-Fi modem A list of the lights of your Wi-Fi modem and the different possible states: Display ? Power ? On (Lit): The modem has power. ? Blinking: The modem is not powered. ⚪ Off: The modem does not have power. ⬇️ Downstream ? Blinking: The modem is searching for the downstream frequency. ? On (Lit): Downstream frequency is locked (1 channel only). ?? On (Lit): Downstream frequency is locked (channel bonding). ⚪ Off: Not scanning. ⬆️ Upstream ? Blinking: The modem is searching for the upstream frequency. ? On (Lit): Upstream frequency is locked (1 channel only). ?? On (Lit): Upstream frequency is locked (channel bonding). ⚪ Off

The pilot project involving the use of a Wi-Fi extender with one's residential Internet package for three (3) months is by invitation only. Selected Internet members have been contacted by email. By replying YES to the invitation email, participants agree to receive the Wi-Fi extender and to complete the two (2) surveys that will be sent to them. Implications Fizz sends to participants an ARIA 2210 Wi-Fi extender valued at $100. Participants must install and use it for a period of three (3) months with their Fizz Home Internet plan. Once the pilot project is completed, participants keep the Wi-Fi extender. In exchange, participants agree to provide feedback on their use of the Wi-Fi extender via two (2) email surveys. Important: Resale of the Wi-Fi extender is prohibited. This pilot project and the comments received through the surveys remain confidential. During the pilot project, Fizz cannot be held responsible for any breakage, failure or deterioration of service due to the use of this Wi-Fi extender. How to install the extender 1 Download the updated version of the Fizz Wi-Fi app: 2 Open your Fizz Wi-Fi app. On the main page, tap on “My network topology” or find the button at the top left of the screen and select My networks. Then, select “Add an extender”. Follow the on-screen instructions to connect the ARIA2210 to your existing Wi-Fi network. The best location for your Wi-Fi extender Because you want your extender to receive a strong signal from your Fizz Wi-Fi modem, things to consider include: Make sure your Wi-Fi modem is in the main room of your home. If your home has several floors, place your extender on the floor over/below your modem. Make sure your extender connects to the 5G band. This means placing your extender only 1 or 2

Good to know: if your phone is compatible with eSIMS, our eSIM is free, and you can order, install and activate it all in one shot. See the steps for an eSIM here. If your phone is not compatible with eSIMs or if you prefer having a physical SIM card, it’s all good as well. Your SIM card is what identifies you and connects your phone (whether you buy one on fizz.ca or bring your own) to the mighty fine Fizz mobile network. A VoLTE compatible SIM card is therefore required. This SIM card shows a red lightning bolt icon. A Fizz VoLTE SIM card: has no expiry date or limited lifetime; can be activated at any time; can be reused if the initial plan with which it was associated has been cancelled. If you’re buying a phone on fizz.ca. You’ll be able to add a VoLTE SIM card to your order, and it’ll be delivered by mail along with your phone. See the phones If you’re planning on using your own phone. Make sure it’s unlocked and compatible with the Fizz network. Check if my phone is compatible Learn how to unlock my phone Once that’s checked, buy and insert a Fizz VoLTE SIM card in your phone. Learn how to get a SIM card Read more : How do I order a SIM card? When will my Fizz package be delivered? How do I activate my SIM card and create my mobile plan?

Sometimes your cable outlet isn’t placed exactly where you want it. Or maybe your outlet is no longer functioning. Not to worry, you simply need to plan an appointment with a technician. Not subscribed to Fizz Home Internet service yet? Subscribe to one of our Home Internet plans and go for the VIP installation. The technician will then install, relocated or repair your outlet during the installation appointment. How to subscribe to Fizz Home Internet Already enjoying one of our Home Internet plans? Contact us by chat. We can schedule a service call for you. A $60 fee will apply. How a service call works Important: A person over 18 years old must be present during any technician appointment. Note that we do not install Ethernet cables from one room to another.