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Welcome to the Fizz Community Hub, the place where giving and receiving help is fast, easy and also very rewarding. In order to keep you and our Community safe, please view our guidelines below: Please note that these guidelines cover the Fizz Community Hub; on the forums, on our social channels and when you represent us. What is expected from you when using our Community? You’re polite and respectful to others. You encourage others by giving Kudos and saying Thank you. You contribute and help others in a positive way. You’ve reached the age of majority in your province of residence. What is the best way to use the Fizz Community Hub? Have a question? Use the search tool to try and find your answer first — there’s a good chance that your question has already been answered. Can’t find the answer? Post your question to our Community. Make sure that: You have a Fizz account. You’re posting your question in the right category. Your question is precise and clear for others to understand. Once your question is answered and you’re satisfied by the response, you should mark the answer as an Accepted Solution. If the response is unanswered or it didn’t resolve your question, be patient. Someone will step up and help you out. Know an answer to a question? Make sure your response is precise and clear. Avoid reposting the same question twice. Respect the language and the topics. If you come across a great suggestion from a fellow Community member, don’t forget to show appreciation by giving it Kudos. Stay on topic when responding or engaging on a thread. Help us by pointing out topics or posts that are inappropriate. Tag your post to make it easier for others to find. Get involved. Don’t hesitate to help

Log into your account to activate your Fizz plan Make sure you are in a zone that has adequate coverage. See our network coverage map If you are outside the Fizz network, consult this FAQ : I’m travelling outside my coverage zone. What are my roaming options? Troubleshooting: Are there minutes in your plan? Make sure your plan includes calling minutes. If your plan does not include any minutes, it will be impossible to use your phone to make and receive calls. You can adjust your plan any time to add minutes for local or long distance calls. This change to your plan will take effect at the start of your next payment cycle. You can also add minutes to your plan and use them immediately by buying a Call or Travel Add-On. Once your plan includes minutes or you purchase an Add-on, you'll be able to make and receive calls. Restart your phone Reboot (power cycle) your device by holding down the device’s start button for 10 seconds. After your applications load, your device will re-authenticate to the Fizz mobile network. This allows your device to recover its authorization to access the network. Reset Network Settings Rest assured, this operation does not delete personal data stored on your device. Follow the steps corresponding to your type of mobile phone. Android: Settings / System / Reset options / Reset cellular network settings (may vary depending on the manufacturer) iOS: Settings / General / Transfer or Reset iPhone / Reset / Reset Network Settings Note: Resetting network settings affects various types of connections (Wi-Fi, Bluetooth, VPN, cellular). Saved Wi-Fi networks and paired Bluetooth devices will be erased, as well as preferences associated with the mobile network and VPN settings. Remember to reconfigure this information after the reset. Is the Fizz network

With Visual voicemail, your messages are literally at your finger tips. You listen and manage your messages by selecting them directly on your phone screen, without having to “call” your voicemail. Is my plan ready? Your mobile plan must include the Voicemail option, as well as data. Visual voicemail is now the basic voicemail for our mobile plans. So whatever name you see, Voicemail or Visual voicemail, know that we're referring to the same thing, Visual voicemail. How to add the Voicemail option to my mobile plan How to configure my phone. Once your plan is ready with the Visual Voicemail option and data, you’ll have to configure your phone. Android members, it’s all in the app. Download and install the app Fizz | Visual voicemail on your phone. The activation steps are simple, and you will have a few permissions to give like allowing texts and the synchronization of your contacts. These permissions are necessary if you want to take full advantage of the Visual voicemail features. Download the app on Google Play Apple members, it’s all in the iOS. Update yours if need be, and then follow these steps: Go to the Phone app Tap the Voicemail tab Is my plan ready? With Fizz, the Voicemail option includes Visual voicemail, meaning you get a supercharged voicemail for the same price. To enjoy it, your mobile plan must include the Voicemail option and data. Change my plan Not a Fizz member yet? Try us, you won’t regret it. Our plans are flexible and we don’t do fixed-term contracts. See the mobile plans How to use Visual voicemail. This is where the fun starts: Visual voicemail works with an intuitive visual interface. Honestly, you’ll wonder how you ever lived without it. Your messages will be there, on your phone screen

Contact the management team for Fizz Customer Service. Fill in the form to detail and submit your complaint to the management team for Fizz Customer Service. We’ll be in touch with you within 48 hours of receiving your form. Fill out the form Chat live with one of our agents Most problems are resolved following this step. To chat with our Customer Service team, go to https://fizz.ca/en/support Submit a complaint Our Customer Service team is there to help you. Our goal is to make your Fizz journey runs as smooth as possible. If your issue hasn’t been addressed, or if you’re not satisfied with the result, we apologize and request that you submit an official complaint to the management team for Fizz Customer Service with a detailed account of your issue so we can address it properly. Fill out the online form, clearly describing the issue and why the solution we’ve proposed does not meet your needs. A member from our specialized team will contact you by email within 48 business hours of receiving your form. Fill out the form Commission for Complaints for Telecom-Television Services (CCTS) CCTS is an independent agency whose mandate is to resolve complaints of consumers about their telecom and TV services, and complaints of small business customers about their telecom services, free of charge. If you have a complaint about your telephone, wireless, internet or TV service, you must first try to resolve it directly with your service provider. If you have done so and have been unable to reach a satisfactory resolution, CCTS may be able to help you. To learn more about CCTS, you may visit its website at www.ccts-cprst.ca or call toll-free at 1-888-221-1687. .

Since Fizz does not manufacture its own mobile devices, the only warranty offered on new phones is the 12-month manufacturer warranty. Preloved phones are covered by Fizz for a period of 6 months. My warranty info To see the dates of your warranty period for your phone: In your Fizz account, go to My phones . At the phone in question, click on Manage > My phone Warranty For an Apple product, refer to the Apple site for the details pertaining to their warranty. If you made a warranty claim and received a replacement phone, the warranty period for your old phone continues on this replacement phone. An issue? Start here. I f your phone or a feature is not working properly, start by checking its online user guide. A solution is also perhaps already out there: The Solution Hub is a good place to look. We may already have a solution for your issue. Phone reboots in a loop Issue with the screen Phone freezes Issue with battery/charging Phone doesn’t recognize the SIM card Phone doesn’t reboot Overheating Other Fizz members may have experienced the same issue with their phone. A quick visit to the Community Hub is a good idea. 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 any warranty claim: You must send back your phone with its charger. Only damage related to an issue with the phone is eligible. Any warranty claim for damage resulting from misuse will be denied. Making a warranty claim Any warranty claim for an Apple product that was bought new must be dealt directly with Apple. Check

Make sure you are in a zone that has adequate coverage. See our network coverage map If you are outside the Fizz network, you can connect via our partner network. Learn about accessing our partner network Troubleshooting: Is the Wi-Fi function turned off? Make sure you have deactivated WiFi on your phone. If browsing the internet with your phone is slow and laborious, your phone may be trying to prioritize browsing over a WiFi network instead of using the Fizz mobile network. By disabling WiFi on your phone, you will force it to use only mobile data; this may enable apps and web pages to load faster. If you are experiencing a slow WiFi network, see the following troubleshooting tip: My WiFi connection is slow. How can I speed it up? 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. Do tests Test your connection by visiting different websites, using another web browser and/or another application. The website you are visiting, or the browser/app you were using when your WiFi became slow may be the source of the problem. If the slow speed is limited to a single browser or application, try to completely uninstall it from your device. If the situation continues unchanged after you reinstall the browser or app, consult customer assistance for the product in question Conduct speed tests Conduct a speed test using the website or application of your choice. IMPORTANT: Make sure you