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The settings for any phone are predetermined by the manufacturer to ensure optimal performance, compliance with national regulations (copyright, frequencies, etc.) and to promote specific products chosen by the manufacturer. When you use your phone, you download and install applications and non-native files, which can compromise your phone’s functionality. When a problem arises with your phone, it may be necessary to restore your phone to its factory settings. Note: First of all, make sure to consult the Solution Hub for your specific issue. By following troubleshooting steps in a FAQ, you may be able resolve the issue, eliminating the need to restore your phone to factory settings. Save your personal files and data Before you restore your phone, make sure you backup all your files and data. 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 Reset your phone’s network settings IMPORTANT: This operation will also reset your WiFi settings, mobile data, Bluetooth, etc. The steps to follow to reset your network settings will vary depending on the type of phone. Here are two examples: Android: Settings → General management → Reset → Reset network settings iPhone: Settings → General → Reset → Reset network settings Restore your phone to factory settings IMPORTANT: This process will reset your phone to its factory settings. Make sure you backup all media, contacts, applications and text messages that you wish to save before carrying out this step. It will be necessary to reconfigure some phone settings: data blocking, APN, WiFi networks, etc. Some phone settings will need to be reconfigured following the reset: mobile data blocking, APN, Wi-Fi networks, and so on. The steps to follow to reset

With Fizz, you pay for your plan each month via automatic pre-authorized payments planned 72 hours before the start of your billing cycle. Example. Your payment cycle ends on the 5th of every month. The automatic payment of your plan therefore takes place on the 3rd of the month, and your new cycle starts on the 6th. If a payment fails, you’ll receive automatic reminders that will tell you what you need to do along with the deadline that applies, to pay for your plan yourself to avoid it from being suspended or even cancelled. Please note that Fizz is a prepaid service, and the payment date is fixed and cannot be changed. Additionally, no payment arrangements can be made. Please also note that the total amount of your bill must be paid in a single transaction — it cannot be split between multiple credit cards. My credit card is expired. You must update your payment method at least 72 hours before the end of your payment cycle to make sure your account is updated in time for your next payment. Before removing the card currently associated with your account, you’ll need to add a new one first. My Settings > Payment Methods > Add a new payment method Once your payment method has been updated in your Fizz account, you must associate it to each plan you want to pay with that card. That is not done automatically. My Plans > Manage Plan > Payment Method Can I use a prepaid card if my main card is no longer valid? Yes. If you don’t have access to a credit card in time, you can use a prepaid Visa or Mastercard (for example, a Vanilla prepaid card) to make a one-time payment. These cards are available at many major retailers

No Internet means no TV: Your TV channels are delivered over your Fizz Home Internet connection. If you’re running into any issue with your TV service, start by checking your Internet connection. Unable to sign into the Fizz TV app from your device Start by checking if the device you are using is connected to your Fizz Home Internet. The credentials for the app are the same as those for your Fizz account. Did you change your password for your account at Fizz.ca recently? If so, it’ll have changed for the Fizz TV app as well. Is the app up to date? Install any pending application updates. Verify if the problem occurs when using a different device. Did you block Internet access on your device? Check your Wi-Fi network’s parental control settings. If your device is blocked and cannot use your Wi-Fi network, Fizz TV will not work on it. No Internet means no TV. Make sure you are not using a personal router and that you are properly connected to your Fizz modem. App keeps loading If you are unable to access the Fizz TV app because it’s stuck on the loading indicator, here are possible solutions that may help you out: Check your Internet connection. Are other apps working properly? Make sure the device on which you are watching your content is not connected to a VPN (virtual private network). Log out and then log back into the app. If all fails, reinstall the app. Guide is empty If you’re accessing the Guide and you don’t see any show or content, check the following: Are there pending updates for the Fizz TV app? Is the device connected to the Internet? Make sure the device is not connected to a VPN (virtual private network). If all fails, reinstall the

The delivery of your package, whether it is a SIM card, a phone or a Wi-Fi modem, is done by a third party. The delivery date indicated on your order summary is for reference only; Fizz cannot guarantee a specific delivery date. Important: The scheduled delivery date cannot be changed. What are the delivery times for a SIM card or a device? You should plan between 2 to 5 working days for the delivery of a SIM card. Deliveries are made from Monday to Friday between 8:00 am and 5:00 pm. If the delivery time includes a holiday, it will take an extra day for delivery. For a phone or Wi-Fi modem, you will receive an email with a tracking number to follow your package. To check the status of your delivery: Log into your account and go to My settings > Order history > View Details Click on the shipment number to view your delivery details on the courier's website. Good to know: for Planète Courrier, go to "click for more info" and enter the postal code of the delivery address to see the delivery details. An issue with your delivery? Contact the courier directly. If their team can't help you, contact us by chat and we'll see what's the best way to help you. I missed my delivery of a phone or Wi-Fi modem. What should I do? Instructions to follow will be available in your Order History. From your Fizz account, go to My settings > Order History > View Details Click on the shipping number to access the courier instructions. You may need to schedule a new delivery attempt, or need to pick up your package yourself for example. Particulars for the delivery of a phone or a Wi-Fi modem. If you are expecting delivery of

Check your signal Remember, no Internet means no TV. Your TV channels are delivered over your Fizz Home Internet connection. If you’re running into any issue with your TV service, start by checking your Internet connection. Check the region on your device The region settings of any compatible device you are watching your Fizz TV content on must be set to Canada. How to check and change the region: Apple TV: Settings > General > Region > select “Canada”. Roku: A Roku device remembers the IP address you use and sets your region from the second you connect it to the Internet. This means you may need to create a new Roku account, reset your Roku device and link the device to your new account. Refer to your device instructions. Android TV/Android mobile: In Google Play Store > Settings > General > Account and Device Preferences > Country and Profiles > Select “Canada”. Amazon Fire TV: Sign in to your Amazon account linked to the Firestick > Accounts and Lists > Content and Devices > Preferences > Country/Region Settings > Change > Select “Canada”. Apple mobile (iOS/iPad): Settings > (your name at top) > Media & Purchases > View Account > Country/Region > Change Country or Region > Select “Canada”. Use the latest version of the Fizz TV app Having the latest version of the Fizz TV app is key. If you’re not using the latest version, updating it may actually address your issue from the get-go. Check which version you’re using: In the Fizz TV app itself: Select “Settings” and the app version will be displayed in the bottom-right corner. Android TV/Fire TV devices: Settings > Apps > Fizz TV. You’ll see the app version at the top. Android mobile device: Settings > Apps (or Storage) > Fizz TV

Starter Kit The box contains the following items: The Wi-Fi modem (CODA-4680 or CODA-5610Q * A coaxial cable A power cord An ethernet cable * CODA 5610Q is available with a new subscription to a 500 Mbps plan and above. If you are already subscribed and you increase the speed of your plan, it will not trigger a change to this modem. The modem model you’ll receive depends on inventory availability. Fizz does not guarantee a specific model, whether it’s for a new subscription, a return, or an exchange. The ethernet cable is included in the box with your modem, but it is not required to set up your Wi-Fi network. Connect the coaxial cable The coaxial cable must be properly screwed in on both ends. Connect the power cord The power cord must be properly connected to the Wi-Fi modem and wall outlet (avoid using a power strip). IMPORTANT: Once it’s plugged in, your Wi-Fi modem will make its first system update, and may need to reboot after roughly 15 minutes. Make sure your modem is ready A series of lights will appear on your modem. Make sure they match this image. Write down your modem’s info Locate the network name (Default Wi-Fi Network) and password (Default Key) printed on the back of your Wi-Fi modem: CODA-4680 model: look at the back. CODA-5610Q model: look under. Make sure not to confuse similar characters such as O and 0, as well as I and 1. Before proceeding to the next step, check the available networks on a Wi-Fi-enabled device like a mobile phone and check that the FIZZ network name as indicated on your modem appears in the list of available networks. This may take a few minutes. Configure your modem Select the name of your Wi-Fi network from the

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 Signal bars and Wi-Fi: understanding your connection icons The mobile signal bars 📶 indicate the strength of your cellular network. The more bars you see, the stronger your signal. However, you can still have excellent reception even without the maximum number of bars. The number of signal bars is just a simplified indicator—each phone manufacturer interprets this measurement a little differently. For example, one phone might display three bars at –90 dBm, while another would show four for the same signal The Wi-Fi icon (represented by several overlapping arcs) shows the strength of your wireless Internet connection. Each arc is simply a visual estimate of the wireless signal strength your device receives. Once again, how these arcs appear depends on the manufacturer and operating system. In short: even if your device doesn’t show all the “waves” of the Wi-Fi symbol, you can still enjoy a stable and fast connection. These arcs are a convenient visual cue, but not an absolute measure of performance. 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