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In addition to a fast, easy and affordable Home Internet, every plan includes: Fizz Wi-Fi modem rental The Fizz Wi-Fi app, which includes: Scheduled pause Integrated speed test Band steering Learn more about the Fizz Wi-Fi app

Important: the 3G Network is retiring. Since July 31, 2025, the 3G network withdrawal has begun. If you are experiencing difficulties making or receiving calls, this could be related to the VoLTE compatibility of your equipment. To understand this transition and check the compatibility of your phone and SIM card, please consult our FAQ on the importance of VoLTE . 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

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. To check if your phone is compatible with eSIM technology, dial * #06#. If an EID code appears, your device should be compatible 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

Try turning the phone on while it’s charging Plug your phone to a functioning charger, and try to power it on. Sometimes the mere fact of being connected to an energy source allows the boot sequence. Try charging via USB or with another charger Check that this is not an issue with a damaged electric cable. Test with another cable to make sure. You can also test the charge by removing the power supply block, and connecting the USB end (Type A) into a compatible device. Check that the cable works well by trying to charge another phone if you have one. Remove the battery, and put it back in (removable only) On some phone models, the battery is removable. If this is the case for your phone, remove the battery for at least 10 seconds and put it back in place. Then, try turning your phone on again. 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

Scam artists excel at giving their messages an official look, even going as far as reproducing the logos and web pages of respected companies. Their main objective is to obtain personal information for the purpose of stealing the identity of a user. There is no sure way to protect yourself from any type of fraud such as phishing or identity theft. The best solution involves taking precautions such as the ones listed here, Secure your passwords. Most people use the same password for all their applications and the same four- or five-number PIN for their bank accounts and credit cards. Since there are bots that can guess passwords, your identity could easily be stolen, as well as all the files on your computer if your password is too easy to guess. 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 called “Passwords” at your workstation. Change your passwords regularly. How to change the password for my Fizz account. Report a fraudulent activity. To report fraudulent activity on your account and alert us, contact us using the chat bubble located in the lower right-hand corner of this FAQ. We take these situations very seriously and are proactive in countering the activities of spammers, phishers and fraudsters. If you receive a message that seems fraudulent, flag it by clicking on the Spam button in your email software. Make sure you send a

Make sure the power button doesn’t remain pressed If your phone’s power button remains pressed, it could shut down your phone, or be the reason it reboots in a loop. The issue could be caused by a protective case (or any other equipment of that nature) that applies pressure on the button without your knowledge. Charge your battery completely When the phone cannot store enough charge, it could reboot in a loop or shut down. Check that this is not an issue with a damaged electric cable. Test with another cable to make sure. You can also test the charge by removing the power supply block, and connecting the USB end (Type A) into a compatible device. Check that the cable works well by trying to charge another phone if you have one. 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: Settings → General → Reset → Erase all content and settings Check whether the issue is still there before configuring and personalizing your phone, or installing apps. Perhaps you’re due for a new phone? If your phone is a little outdated, refreshing it may be a more affordable solution than you think. We have phones, new or Preloved, to fit every budget. See the phones

Does your plan contain Visual Messaging and Data? Your plan must include the Visual voicemail option, as well as data. Your phone must also be properly configured. How to add the Visual voicemail option and/or data to my mobile plan How to configure my phone for Visual voicemail Restart your phone 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. Android members Make sure your APN is properly configured For visual messaging to work properly, the APN of the Android device must be configured properly. How to configure the APN of your Android device Did you grant the requested authorizations? During the installation of the app, authorization requests were presented to you. If you did not grant the required permissions, Visual voicemail won’t work properly. You must download the app again and go through the activation steps once more so that this time you grant permission. Have you tried to uninstall and reinstall the app? Completely uninstall the application from your phone and reinstall it. Be careful not to just remove the icon from the home screen. You really need to uninstall and remove the app from your phone. iPhone members Is your version of iOS up to date? 1. Install the latest software update. Connect to a Wi-Fi network Download the latest iOS software update 2. Update the carrier settings. Once the software update is done, your iPhone will offer a carrier settings update. Make sure you accept it. Did you follow the Apple instructions to configure Visual voicemail? The setup steps are on the Apple website, as are troubleshooting instructions. See the detailed instructions from Apple

Important: the 3G Network is retiring. Since July 31, 2025, the 3G network withdrawal has begun. If you are experiencing difficulties making or receiving calls, this could be related to the VoLTE compatibility of your equipment. To understand this transition and check the compatibility of your phone and SIM card, please consult our FAQ on the importance of VoLTE . 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 Please note that when you are within your coverage zone, you may receive calls from international numbers. This is completely normal, and these calls can reach you even if you are not travelling abroad. This behavior is simply part of how mobile networks operate. 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