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Our services and tools are designed to empower our members. If you’re stuck, there are several options available to you, 24/7. Important: The forum is a great place to get tips and advice but know that you are interacting with members, and not Fizz directly. It is therefore imperative that you do not publish your personal information. The FAQ Answers to the most frequently asked questions are included, of course. This is the very definition of an FAQ. But the troubleshooting steps are also very popular, and you’ll find them a useful guide. Visit the FAQ https://fizz.ca/en/solutions Exchanging with Fizz Are you stuck? Look for the green conversation bubble in the bottom right-hand corner of our FAQ or support page. It’s your gateway to available channels to contact us. Good to know: - Our communication channels are asynchronous, a bit like social media, for example. You post your question or requested info in the conversation and an agent will respond. Exchanges are not in real time. - Only our chat service is a secure channel. If the intervention involves the exchange of personal info, such as your account number, please contact us by chat. Chatting with Rob Rob is our conversational robot, and he’ll be the first one to chat with you, guiding you to address your issues as quickly as possible. Don’t underestimate his skills, he’s very efficient. Here are a few tricks to make the most of the capabilities of Rob: Be clear and concise. Choose simple sentences. Because Rob reacts to specific keywords, use relevant terms related to your request. Ask one question at a time. If you have multiple questions, wait for the answer to your first question before asking the second one. Read Rob’s answers carefully and follow his instructions, like providing additional information, selecting

Log into your Fizz account. Everything is under My settings. Changing your email address. The email address associated with your Fizz account is where you receive communications from Fizz, including administrative emails. It is therefore imperative to keep this address up to date in your account. To change your email address, contact us using the chat bubble located in the lower right-hand corner of this FAQ. Once your identity is confirmed, the rep will make the change for you. An email will then be sent to your new address to confirm the change. Y ou’ll have 24 hours to take action. After that, the link won’t work, and you’ll have to contact us again. 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. Once the change is completed, your new address will be the one to use to access your Fizz account. Your Fizz communications will also be sent to this new email address. Changing your password. If you are connected to your Fizz account, go under My settings. There, you’ll see the fields to enter your current and new passwords. If you forgot your password and cannot log into your account, go to the Fizz login page and use the link for a forgotten password. How to choose a good password, and protect it: Use a mix of letters, numbers, and special characters to create your password. Make the password difficult to guess: Do not use known words, names of friends or pets, your date of birth, etc. Use a different password for every application you use. Do not tell your friends or family your password. Do not write your passwords on a piece of paper next to your computer or in a file

Wireless and Internet Code is a mandatory code of conduct created by the Canadian Radio-television and Telecommunications Commission (CRTC) to make it easier for Canadians to understand their rights and responsibilities related to their service contracts. The Wireless Code The CRTC's Wireless Code, which came into effect in December 2013 and was updated in December 2017, establishes requirements that all Canadian wireless providers must meet for, most notably, cancellation fees, limits on data & roaming charges, unlocked Mobile phones, trial periods and the language used in your contract. For more information about the Wireless Code, please visit CRTC's website. Customers with accessibility needs are encouraged to watch The Wireless Code and Your Rights as a Canadian Wireless Consumer. The Internet Code The Internet Code, effective January 31st 2020, is a mandatory code of conduct created by the Canadian Radio-television and Telecommunications Commission (CRTC) to make it easier for Canadians to understand their rights and responsibilities related to their Internet service contracts. The Code is mandatory for large providers with facilities which provide retail fixed Internet access services to residential customers . For more information about the Wireless Code, please visit CRTC's website. Customers with accessibility needs are encouraged to watch The Internet Code videos. Read more: How to contact Fizz Do you offer services that are adapted to my disability? Resolving issues