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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

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

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

IMPORTANT: 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 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. Your phone will then re-authenticate to the Fizz mobile network. This will allow your device to recover its authorization to access the network. Airplane mode or offline mode Make sure your phone is not in airplane mode or offline mode. If airplane mode or offline mode is activated on your phone, all connections such as calls, mobile data, Wi-Fi, Bluetooth function, etc. will not work. The process of turning off airplane mode or offline mode will vary depending on your device. Here are two examples: Android: Slide your finger from the top to the bottom of the screen (options panel) → Offline mode

Which mobile plan am I allowed? The beauty of buying a phone with Fizz is that there are no restrictions on your Fizz mobile plan : You create the mobile plan you want, whether it’s big or small, to go with the phone you choose. You can change your plan as many times as you like. You are not stuck, and only pay for what you need each month. Did you know you can get a discount on your mobile plan for 24 months? As you shop for a phone, new or Preloved, look for the phones identified with a purple stamp to get a discount for your plan for 24 months. If you have lots of unused data on a given month for instance, that data will roll over to the following month. So you may choose to reduce the amount of data included in your plan (and therefore pay less for that month) to benefit from that rolled over data. New and Preloved phones Fizz offers a wide selection of phones to choose from, whether brand-new or Preloved. A new phone is, well, brand-new, and comes with the manufacturer’s warranty . Look up warranty details. A Preloved phone is not brand-new, but it’s a great alternative if you’re looking for a great phone but don’t want to pay full price. Preloved phones come with a warranty of 6 months. Look up warranty details. There are two (2) categories of Preloved phones: Perfect Almost perfect A Perfect phone was slightly used. You might see some negligible traces of wear if you look closely. An Almost perfect phone was previously used, but is in very good condition. You may see a few marks and in some cases, minor scratches or traces of light wear. Consult the cosmetic criteria of each

Good to know: Although we are present in several Canadian provinces, the best way to check if your address (or city) is eligible is to consult the our subscription page. Before we tackle the how, let’s talk about the why. Fizz is a new kind of mobile company. You create your plan, your way — with all the bells and whistles you need to stay in touch with your favourite people. Change your plan any time, to suit your littlest whim. You’re in full control of your plan, which is customizable to what you really need — and without all the fuss! And when it comes to data, we’re the fairest. You never pay for data you don’t use* — we just roll your data over to the next month. Feeling generous this month? Gift your data to anyone who has an active Fizz account. * Data rollovers are valid for the two following payment cycles. At Fizz, there are no activation fees. For a mobile plan, you only need to plan for the purchase of a Fizz SIM card. For a Home Internet plan, the Wi-Fi modem is included, and so is the self-installation. That means you only pay for your plan—nothing else. And don’t forget, you can change your mobile or Internet plan at any time, ensuring you pay only for what you truly need each month. Pleae note that Fizz offers services that are designed for residential use. Our services are unfortunately not offered to businesses. How do I create a Fizz account? How to start using Fizz in just a few easy steps : Decide whether you wish to buy a phone on fizz.ca or use your own.* *To use your own phone on the Fizz network, check its compatibility, and make sure it's Unlocked. Go