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Note that a number transfer cannot be done on a line that is already active with Fizz. In other words, if you already have a Fizz plan, porting a number to this plan is not possible; you need to create a new plan. As outlined below, there are several possible reasons for this situation. You will receive an email, as well as an in-account notification explaining the glitch pertaining to your situation, and the next steps to address it. To check your in-account notifications, sign into your account and click on the bell icon next to your name. icon next to your name. Wrong IMEI or account number. Your phone IMEI or your account number with your current provider, whichever one you chose to use, is incorrect. Perhaps you mistyped it when entering it. To correct and redo your phone number transfer request, follow these steps: Verify your information: Ensure that all your personal information (name, address, phone number) is correct and up to date. Resend the request: We have sent you an email containing a link to restart your request. Follow the instructions: Click on the link and restart your request to complete the transfer of your number. To find the IMEI, dial *#06# on the phone you are using with your current provider. If the IMEI number is more than 15 digits long, only use the first 15. If you’re using your account number, check your most recent bill from your current provider. See account number formats. The transfer authorization failed. When you activate your SIM (eSIM or physical SIM card) a nd request to transfer your number over to Fizz, your current provider sends the owner of the phone number (probably you) a text with a transfer authorization request. This is to confirm your wish to transfer

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

The SIM card (subscriber identification module) is a chip with information that identifies you and connects your phone to the Fizz mobile network. It can be a physical SIM card or an eSIM (if your phone is compatible of course). If you are looking to activate a SIM card for a new plan, and not an existing plan that is already active in your account, head this way > https://fizz.ca/en/faq/activate If you lose or break your SIM, your mobile plan will no longer work. And since your SIM is associated with your plan, it’s important to follow the right steps to replace it. Same goes if you lose your phone. You must change your SIM and associate a new one with your mobile plan. Good to know: You can switch from a physical SIM card to an eSIM, or from an eSIM to a physical SIM card. Important: Once your new SIM is activated, the old one that is currently associated with your plan will be automatically deactivated. How to replace a Fizz SIM If your Fizz SIM card needs to be changed due to the removal of 3G for a VoLTE-compatible card, it will be free. 1) Sign in to your account The steps to follow automatically succeed one another in your Fizz account. Go under My plans > Manage plan > Change my SIM . From there, you can choose the eSIM or order a physical SIM card. Having issues connecting to your account? Right this way for some troubleshooting. You will have 3 options : A. Order and activate an eSIM Cost: Free Format: QR code to scan Choose this option if: You lost your phone and want to transfer your plan to a new eSIM-compatible device. You have an eSIM-compatible phone and want to activate your

Are you more the visual type? Our pretty video summarizes the content of this FAQ. Grab your coffee, sit back and watch here: Before you start. The most important thing to remember to transfer your phone number over to Fizz is that your plan with your current provider must still be active. Fizz will disconnect your old provider during the transfer process. Note that a number transfer cannot be done on a line that is already active with Fizz. In other words, if you already have a Fizz plan, porting a number to this plan is not possible; you need to create a new plan. Your phone number must be a mobile number. If it's associated with a landline or VOIP, it cannot be transferred over to Fizz. If you encounter an issue with any other type of number, please contact us using the chat bubble at the bottom right of this page so we can verify everything with you. If your number starts with an area code outside the Fizz subscription area , your number cannot be transferred. Important: the voice messages you saved when you were with your other provider will be lost and this even if you transfer your phone number over to Fizz. You need: Your account number. Check your most recent bill from your current provider. See account number formats. OR The IMEI of the active device with your old provider. To find it, dial *#06# on the phone you are using with your current provider. If the IMEI number is more than 15 digits long, only use the first 15. Last but not least, get yourself a Fizz SIM card. Where to buy a SIM card. Ready, set, go. Go to fizz.ca/activation . When you get to the step for a phone number, select

If it’s a physical break If your phone suffered from physical damage, this unfortunately won’t be covered by the manufacturer warranty. You could consider having your phone repaired: Every manufacturer has a list of authorized repair locations. Check their website to locate the one nearest you. A quick search on the Internet will also help you find other repair shops. Or else, you can always use your Fizz SIM card in another phone since your plan associated with it remains active. Perhaps you know someone that can help you out? Or, use this opportunity to upgrade your phone model. Fizz offers great options, both new and Preloved. How to buy a phone at Fizz Restart your phone Reboot (power cycle) your phone by holding down the phone’s power button for 10 seconds. If it’s a timely issue with the operating system or an app, the phone will be able to reload everything to work properly. If the phone is frozen, and you cannot restart it, try a force restart. The key sequence to complete a force restart can vary from one phone model to another. It’s usually a simultaneous combination of keys. To know the one for your phone, make an Internet search using the keywords that correspond to your phone. Ex. Force restart Samsung S10 Restore your phone to its factory settings IMPORTANT: Save all media, contacts, apps and text messages that are archived and want to keep before proceeding. Some of your phone’s parameters will need to be reconfigured after: mobile data blocking, NPA, Wi-Fi settings, Bluetooth function etc. The steps to follow to reset your network settings will vary depending on the type of phone. Here are two examples: Android: Applications → Settings → General management → Reset → Reset settings → Click on Reset settings iPhone

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

Before starting the troubleshooting steps, here are a few points to consider : If you’re having difficulty receiving phone calls (but can make calls) see: My phone isn’t receiving 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 Fizz network, you can connect via our partner network. Learn about accessing our partner network If you are outside Canada and the United States, please note that it is not possible to make or receive calls. This service is not available outside these two countries. I’m travelling outside my coverage area. What are my options? Troubleshooting: Make sure you have minutes If your plan does not contain any minute, you will not be able to make or receive calls on your phone. Several options are available to you in My Account under ''Manage plan'' to regularize the situation: Add-ons (Immediate) Wallet (Immediate) Make changes to this plan (At the end of the payment cycle) Restart your phone Reboot (power cycle) your phone by holding down the phone’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 phone 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

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

If you selected a new phone number... Your plan will be active in a matter of minutes. Be patient. We’ll send you a text when everything is ready to go. If you transfered your number from another provider... Your plan will be activated within 2 hours. In the meantime, you can use Wifi and data from your plan and you can make (but not receive) calls and texts. We’ll send you a text when your plan is 100% ready to go. You will receive updates on your number transfer in your account notifications. How to check your notifications What to do if you have issues with transferring your number Read more : How to verify that activation was successful Activation: How do I transfer my current phone number to Fizz? Activation: How do I choose a random phone number? Activation: How do I choose the last 4 digits of my phone number