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Check your signal Remember, 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. Check the region on your device The region settings of any compatible device you are watching your Fizz TV content on must be set to Canada. How to check and change the region: Apple TV: Settings > General > Region > select “Canada”. Roku: A Roku device remembers the IP address you use and sets your region from the second you connect it to the Internet. This means you may need to create a new Roku account, reset your Roku device and link the device to your new account. Refer to your device instructions. Android TV/Android mobile: In Google Play Store > Settings > General > Account and Device Preferences > Country and Profiles > Select “Canada”. Amazon Fire TV: Sign in to your Amazon account linked to the Firestick > Accounts and Lists > Content and Devices > Preferences > Country/Region Settings > Change > Select “Canada”. Apple mobile (iOS/iPad): Settings > (your name at top) > Media & Purchases > View Account > Country/Region > Change Country or Region > Select “Canada”. Use the latest version of the Fizz TV app Having the latest version of the Fizz TV app is key. If you’re not using the latest version, updating it may actually address your issue from the get-go. Check which version you’re using: In the Fizz TV app itself: Select “Settings” and the app version will be displayed in the bottom-right corner. Android TV/Fire TV devices: Settings > Apps > Fizz TV. You’ll see the app version at the top. Android mobile device: Settings > Apps (or Storage) > Fizz TV

With the Wi-Fi modem and the Fizz Wi-Fi app, you have a dynamic duo that puts you in control of your Wi-Fi network. A quick peek is all you need to see which devices are connected. From there, you can choose to block or pause access to some (or all) of them. You can also manage access to your Wi-Fi network by creating a Wi-Fi network for your guests, with its own schedule and password. The Fizz Wi-Fi app is available for free on: Google Play App Store Create your administrative password For this step, you'll need your Wi-Fi network password. If you can't remember it, you'll need to recover it. How to recover my Wi-Fi password To become the household’s Chief Wi-Fi Officer, you must first create your administrative password. Before you create your administrative password, manually disconnect all devices connected to the app to prevent them from retaining the administrative access. Open a web browser. Enter 192.168.0.1 in the address bar of the web browser. Log in using the following credentials: Username: cusadmin Password: (enter the password you chose for your Wi-Fi network when you initially configured your modem). Head into the following section: Administration > Manage Enter your Wi-Fi network password to confirm your identity. Then, choose and enter an administrative password that you’ll keep for yourself. Once these steps are completed, you’ll have: A password for your Wi-Fi network. This password hasn’t changed. An administrative password only you have and can now use with the app to access the configuration options of your network. Manage access using the Fizz Wi-Fi app Open the app. Sign in using the same credentials as your Fizz account. Under the tab ‘My devices’, you’ll see all the devices connected to your network and you’ll be able to choose which ones

Visit this section of our website for all the details on our TV service. You can subscribe there, or directly here, or in your account at Fizz.ca > My plans > Add a TV plan. Compatible devices The app is available on Google Play, the App Store, Roku and Amazon Fire TV. It can also be downloaded directly onto a compatible smart TV. Good to know: Any device you use that is compatible with Fizz TV must have its region/location set to Canada. It is important to set the location to Canada on your streaming device too. APPLE iPhone, iOS 13+ iPad, iPadOS 13+ Apple TV, tvOS 13+ macOS Requires macOS 11.0 or later and a Mac with Apple M1 chip or later ANDROID Android Mobile, Android (Mobile) OS 8+ Android TV, (certified) Android (TV) OS 9+ AMAZON Amazon Fire, Amazon Fire TV, Fire OS 5+ CHROMECAST DEVICE New generations with Google TV ROKU Roku, Roku OS 9.2+ SMART TELEVISIONS LG Smart TV LG from 2018 with WebOS 5.0 support and higher Samsung Smart TV Samsung Smart TV with Tizen 7.0 and Tizen 8.0 except: Tizen 7.0: Models beginning with K1L Tizen 8.0: Models UCU8000TL_PML,UCU8000_PML,UCU800M_PML,UCU80MD_PML Tizen 8.0: Models K3LDCU, K3LDCU_REF, K3LDCU, K3LDCU_REF, K3LDCU_LWE, K3LDCU_LWE Note: If your smart TV is not compatible with Fizz TV app, you have the option to connect a streaming device like Apple TV or Amazon Fire Stick to your TV to enjoy the service. Most televisions marketed after 2024 are compatible with these devices. To connect a device STEP 1 - Download and install the Fizz TV app on your device. Make sure your TV plan is live and your device connected to your Fizz Home Internet network, and not to a VPN or public Internet. Search for the Fizz TV app on your device

Important: the 3G Network is retiring. Since July 31, 2025, the 3G network withdrawal has begun. If you are experiencing difficulties making or receiving calls, this could be related to the VoLTE compatibility of your equipment. To understand this transition and check the compatibility of your phone and SIM card, please consult our FAQ on the importance of VoLTE . If your phone line was just recently activated on the Fizz network, see: Transferring your phone line If you’re having difficulty making phone calls (but can receive calls) see: My phone can’t make any calls. How do I fix it? Make sure you are in a zone that has adequate coverage. See our network coverage map If you are outside the coverage zone for the Fizz network, you can connect via our partner network. Learn about accessing our partner network Please note that when you are within your coverage zone, you may receive calls from international numbers. This is completely normal, and these calls can reach you even if you are not travelling abroad. This behavior is simply part of how mobile networks operate. Troubleshooting: Make sure you have minutes Make sure you have minutes left on your plan. If your plan does not contain any minutes, it will be impossible to receive calls on your phone. Several options are available to you in My Account under ''Manage'' to fix the situation: Buy an Add-on (you can then make and receive calls immediately) Add funds to your wallet (you can then make and receive calls immediately) Change your plan (any plan change will be effective starting at your next payment cycle) Log into your account Restart your phone Reboot (power cycle) your device by holding down the device’s start button for 10 seconds. After you reboot, your applications will reload

New Fizz account. If you’re new to Fizz and recently created your account, the confirmation of your email address is key. This step must be completed within 24 hours by clicking on the link in the validation email we sent you. If the 24-hour delay has passed, no worries. By clicking on the link in the validation email, you will be redirected to a window from which you can request a new link. Or you can go on fizz.ca and sign in. The system will automatically send you a new link to finalize the creation of your account. Reset or change your password. Everyone can forget. And if that’s your case, no worries. There’s a magic link on the login page that allows you to change your password. When asked, enter the email address associated with your Fizz account. You’ll then receive an email from us with a link to reset your password. Beware, you’ll have 30 minutes to take action. After that, the link won’t work, and you’ll have to start over. If you do end up doing this a few times, use the link in the most recent email. The other, previous links won’t work. Good to know: After changing your password, you may need to clear the cache of your Internet browser to delete your history and your cookies. Account is locked. If your account is locked and attempts to reset your password are not working, contact us by clicking on the chat bubble at the bottom right . We’ll look into the matter together and settle on the next steps. Account does not exist. Your account may have been deleted if: You did not confirm your email address within 24 hours of its creation. AND You did not use your Fizz account in the following three

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! No need to activate it at your new address; everything will be done automatically thanks to your moving order. 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. You don't need to do anything; this activation will be done automatically. 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

With the Fizz Wi-Fi app and another device If you used the Fizz Wi-Fi app with another device, you’ll be able to share your password from that device. Take this other device, and open the Fizz Wi-Fi app. On top of the screen, click on Share Wi-Fi. From there, you’ll have several choices to share your Wi-Fi network. With your mobile If you have a mobile phone connected to your Wi-Fi network, follow these instructions : Make sure you're connected to your Wi-Fi Network. Open Settings Click on Connexion (or Wi-Fi on iOS) Click on Wi-Fi Click on the gear wheel icon located on the right of your network's name (or on the i on iOS) Click on the eye to unveil your Wi-Fi network password (or on Password on iOS) With a computer If you have a computer connected to your Wi-Fi network, follow these instructions Make sure you're connected to your Wi-Fi Network. Open the list of available Wi-Fi networks. Select Network and Internet Settings. Click on Network and Sharing Center. Select the Internet connection named as your Wi-Fi network. Select Wireless Properties. On the Security tab, click to show the characters. As a last resort If none of the above options work out for you, your last resort option is to restore your Wi-Fi modem to its factory settings. IMPORTANT: This will reset any changes that have been made to your Wi-Fi modem settings to date. You may also need to reconfigure your devices’ Wi-Fi settings (network name, password, etc.). 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. ​​​​​​​ Using a small, sharp object, press the reset button located behind

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