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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 amount of data your phone uses may vary depending on how you use it, which native installations are running on it, and which applications you have installed. Some applications, native or not, can use your mobile data in the background. For example, cloud-based apps such as Google Drive or Apple iCloud could be using your data to automatically backup your photos, videos, and documents. Some streaming music or video services can also download content in the background. Fizz provides you with handy tools to keep you informed about your mobile data usage: A usage metre (visible when you first sign in to your account) tells you how fast you are consuming your minutes and your data, compared to the amount available in your plan. Notifications at 75%, 90% and 100% of your usage. Note: You must log into your account and activate notifications at 75% and 90% usage. If you do not, you will only receive a notification when you are at 100% of your usage. You can also check your mobile data usage directly via your phone. The steps to follow to check your data usage can vary depending on the type of phone you have. Here are two examples: Android: Settings → Connections → Data usage → Mobile data usage iPhone: Settings → Cellular → Cellular data usage Here are some examples of average usage: Type of service Bandwith Data Consumption YouTube UHD 4K: 6 to 10 Mbps 1080p: 4.5 Mbps 720p: 2.5 Mbps 480p: 2 Mbps UHD 4K: 2.7 to 4.5 GB/hour 1080p: 2 GB/hour 720p: 1.1 GB/hour 480p: 450 MB/hour Music streaming Audio quality: 320 Kbps Audio quality: 96 Kbps Audio quality 320 Kbps: 50 MB/hour Audio quality 96 Kbps: 44 MB/hour Video streaming (Other than YouTube) High video quality: 5 Mbps Medium video quality

The ideal speed for your Fizz Home Internet service will depend on the number of devices connected to your network, and the amount of data their online activities require. A plan with a higher speed implies more bandwidth, which will in turn accommodate a larger volume of data traffic. If you are browsing and checking your email, you will need fewer Mbps. If several people at your address will be watching video streaming or playing games, there will be more data traffic on your network, and more Mbps will therefore be needed to make the experience enjoyable for everyone. Depending on your location and needs, you can choose a plan ranging from 30 Mbps to 940 Mbps (see details below). Our upload speeds are 10 Mbps for the 30 Mbps and 60 Mbps plans, and 50 Mbps for all other plans. Discover our Internet plans Any access of 100 Mbps or more is subject to the traffic management policy. For more details, visit https://fizz.ca/en/faq/internet-traffic-management-policy Important. Along with the speed of your plan, you should not underestimate the importance of your modem’s location, and the distance between the connected device and your modem. - The location: Don’t install your Wi-Fi modem in the basement, but in the centre of the house, in an open space, without physical obstacles. In other words, hiding it behind the aquarium, or in the back of the closet is not a good idea. Also keep it away from interfering devices like the microwave or baby monitor. - The distance: The farther away the device, the more the speed decreases, and the device ends up receiving a residual speed. Here are a few approximate examples of average use (it should be noted that the flows shown in the table are when the wireless connection is ideal, without

Some text messages sent by businesses such as 2-step verification messages may not be sent to your phone properly. We continue to gradually roll out this type of service so that it operates optimally with as many companies as possible. 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: Make sure your plan includes text messages Log into your account to access the text message activation tool. If your plan does not include text messages, it will be impossible for you to send texts on your phone. You can adjust your plan up to 108 hours before the end of your payment cycle to add text messaging. This change to your plan will take effect at the start of your next billing cycle. You can also add minutes to your plan and use them immediately by buying an Add-On for local or long-distance calls. 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. Do you use a native application? Make sure you are using your phone’s native messaging app. If you are using a non-native application to send your messages, it’s possible that the issue originates with this app. These messaging apps may have their own server or messaging centre. Examples of popular messaging apps: WhatsApp Viber Line Mobile Messaging Snapchat Google Hangouts Voxer HeyTell Telegram Talkatone Etc. If your phone is an Android, test with the Google Messages app. Have you reached

A SIM is what identifies you and connects your phone (whether you buy one on fizz.ca or bring your own) to the Fizz mobile network. An eSIM is basically a virtual SIM card. Important: Before ordering an eSIM card, make sure your device is compatible. Not all phones support eSIM technology, and this verification must be done by you. We do not have a complete list of supported devices. Important: don’t delete your eSIM. Never delete an active or about to be activated eSIM, including the one from your previous provider if you are transferring your number to Fizz. Too late? A few steps are now required to save the situation. See the steps If you get an error message after your eSIM is installed in your phone: The reason -> your phone is trying to connect to the Fizz network, but the transfer of your number hasn’t started. What you need to do -> go in your account under My plans > Manage my plan > Install my eSIM and click on the button to launch the transfer. Important -> Do NOT delete your eSIM. Too late? A few steps are now required to save the situation. See the steps Please note that there is no 30-minute activation delay for the eSIM when activating a new plan. Where to get an eSIM Ordering and activating an eSIM is done at the same time, directly at Fizz.ca. You need a compatible phone and Internet access. If it’s not already done, create your Fizz account and from the Overview page, add a mobile plan. After validating your address, you’ll be offered a choice and that’s where you can select the eSIM. Good to know: To use an eSIM, your phone must be compatible. Check my phone If it isn’t, you can

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

Please note that making and receiving calls outside Canada and the United States is currently unavailable. However, text messaging and data usage remain accessible. You can choose to get a block of data known as a Travel Add-on or you can even change your plan’s coverage if you’re travelling in Canada or the United States. But you know what? Wi-Fi always remains your best friend 😊 . Remember to activate the roaming option of your phone, or else it'll block your usage. How much will it cost. To see the rates for the place you’re heading to, sign into your account and go under My plans > Manage plan > Travel . Enter your destination. The site will show the prices for the available Travel Add-ons. Since Fizz is a prepaid service, there are no surprise fees. You are limited by the amount of data and/or SMS in your travel add-on. Choosing a Travel Add-On. As of now, only Travel Add-ons for data are available, except for Canada and the United States where Add-ons for calls and texts are also available. A Travel Add-on is basically a block of data at a fixed price that allows you to use your Fizz service while travelling outside your coverage area (roaming). Once purchased, you can use it immediately, and it will remain available until the end of your next payment cycle. To buy a Travel Add-on, sign into your account and go under My plans > Manage plan > Travel . Enter your destination and choose the one that suits you. Your Travel Add-on will be activated as soon as you pay for it. Should you run out, all you’ll have to do is hunt down a Wi-Fi network so you can access your account and get another one. Having data available

Please note that the RCS messaging between iOS and Android users is not available at Fizz for the moment. What’s RCS? RCS stands for Rich Communication Services, a standard international protocol used in the telecommunications industry to improve SMS/MMS messaging on Android phones. Inspired by popular instant messaging apps, RCS works through the native messaging app on your phone. It’s easy to use and provides a rich multimedia experience using many chat features that weren’t available with traditional text messaging. Available features Private and group conversations Delivery and read receipts File sharing, high-resolution pictures and videos Audio and video message sharing Location sharing Chat features are only available through the internet (mobile data or Wi-Fi). Make sure you have a data plan or a Wi-Fi connection to avoid additional fees. Prerequisites to use RCS To use RCS, you need to have: A mobile plan including text messaging and access to mobile data or Wi-Fi A compatible phone on Android version 5.0 or higher An updated Google Messages application See our mobile plans The chat feature Chat features are used by default once enabled. You’ll be able to use these features by having conversations with other devices who also have it enabled. How to activate/deactivate the chat feature: Open the Messages app. Tap Settings. Tap Chat Features. Tap Enable chat features on or off. Service issue or comment The RCS service is offered by Google. To report a problem or comment on the service, you must therefore use the corresponding form in the Google Messages app. Here’s how: Access the Menu. Tap on Help and Comments. Tap on Send Comments. Your comments are sent to Google and the information may be read without Google contacting you directly. Find more information and support on chat features on Google Messages Support.