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The steps to prepare your phone for a return are crucial to protect your privacy, but also to allow the technicians to easily access your phone to inspect it. If we can’t access your phone to inspect it, you will be charged the administrative fee of $75 (plus applicable taxes), and your phone will then be returned to you. Download and install the latest software update For any warranty claim, the first mandatory step is to download and install the latest software update of the operating system. Check your phone afterwards. The download might actually resolve your issue. The process of updating your phone’s software can vary from one phone model to another. Here are two examples: Android: Settings → Software update → Manually download updates iPhone: Settings → General → Software update Save your personal data Save your personal data (pics, videos, texts, contacts, etc.) on an external source. You won’t be able to retrieve them afterwards. Fizz does not save your personal data, and offers no guarantee in this respect. You can download the content of your phone via iCloud, your Google account, your Samsung account or other. Check the procedure directly on the site of these platforms. This process may vary, depending on the type of phone. Here are two examples: Android: Settings → Cloud and accounts → Backup and restore → Back up data iPhone: Settings → iCloud → Backup Unlock the home screen You must disable the lock function for your phone’s home screen so technicians can easily access it to inspect it. This process may vary, depending on the type of phone. Here are two examples: Android: Settings (You can find Settings by tapping the cog icon) → Security → Screen lock → Enter your passcode to confirm you are you → None iPhone

You can customize many different settings in your Fizz account, including: Personal information Contact details Payment information Communication preferences Privacy settings Plans that benefit from Rewards To change your account settings: Go to My Settings in your Fizz account. Scroll to Settings, at the bottom of the screen. Click on the setting you wish to change and you will be guided through the process. Read more : How do I change my privacy settings inside the Fizz community? How do I change the types of emails and texts I receive from Fizz?

The short answer, unfortunately, is no. At the moment, it is not possible to transfer a Fizz plan (or a phone number) from one Fizz account to another Fizz account. For both mobile plans and residential Internet plans, our systems do not allow the transfer from one account to another. It is also not possible to group multiple accounts. However, these are features we are working on. For a child who has grown up. If you had created a plan in your account for your child, and your child is now grown up and would like to stand on his own, he must first create his Fizz account. Once his account is created, he needs to create himself a new plan. In other words, he can't retrieve the plan he had in your account, whether it was a mobile or Internet plan. For 2 people living at the same address. For an internet plan For example, your roommate leaves but you stay in the apartment, and the Internet plan is activated in your roommate’s Fizz account. Your roommate cannot transfer the plan to you. He needs to unsubscribe from his plan (or submit a move request) and you’ll have to activate your own Home Internet plan at this address from your Fizz account. For a mobile plan For example, in the case of a separation, if both mobile plans are under the same Fizz account, it is unfortunately not possible at this time to transfer one of the numbers to a different Fizz account. Each plan remains tied to the account where it was originally activated.

Issues with your Internet? Download our Fizz Wi-Fi app from the App Store or Google Play. Select Network Analysis in the tool section of the app to diagnose and fix issues with your Wi-Fi network. Reminder: Use the same credentials as your Fizz account to log into the app. Open the Fizz Wi-Fi app To download the Fizz Wi-Fi app: @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 .app {margin-top:8px;margin-bottom:0px;} .card .caption {margin-top:16px;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); } Your internet connexion is not working at all? Click here. If your speed is below 1 Mbps, your modem is likely in courtesy mode before activation. In this case, complete the activation by following the steps below. Activate your modem 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. Restart your Wi-Fi 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 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

Due to the Canada Post strike, please ignore the return instructions you receive in your Fizz account and follow these special instructions instead. Any return request must be submitted online via your Fizz account under My phones > Manage my phone > Return my phone. The IMEI of the phone that is returned must match the IMEI associated with the return request you submit online. If you just bought your phone and are unhappy with it, you may return it 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 return policy will be expired. See the details of the 15-day return policy If you’re having an issue with your phone, you can make a warranty claim . Make sure the issue is covered by the warranty. Check warranty details before submitting your request. Conditions for a return The conditions detailed below apply to the 15-day return policy, as well as to any warranty claim. Returns for operating software issues or damage following misuse will not be accepted. When you fill out your online return request, you will be asked to certify and confirm each of these return conditions by checking a box: - The phone hasn’t been damaged by water in any way. See the common causes - The phone has no physical damage, and does not show any sign from being dropped. 15-day return Warranty claim The phone is like new. 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. Only damage related to an issue with the phone