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When you are outside your usual coverage area and try to use your phone, you must connect to a mobile network that is available in that location and compatible with your device. If you are traveling, here are your roaming options. Troubleshooting: Is there mobile data in your plan? If your plan does not include data, you will not be able to connect to the Fizz mobile internet network. 1. You can adjust your plan to extend you data coverage to all Canada or Canada+US : this change comes into effect at the start of your next billing cycle. 2. You can also add data to your plan and use them right away by buying a Travel data Add-on. 3. Remember that you can also access the internet by connecting to a WiFi network. 4. If you are travelling, depending on the country you are visiting, you may be able to add money to your wallet to pay as you go. For more details, consult this FAQ : I’m travelling outside my coverage zone. What are my roaming options? Is your mobile data activated? Activate mobile data on your phone. Your phone has a software switch that allows you to connect or disconnect from the Fizz mobile network. By doing this, you can allow or prevent your phone from using mobile data. The steps to follow to enable your phone to use mobile data vary depending on the model of your phone. Here are two examples: Android: Settings → Mobile network → Mobile data iPhone: Settings → Cellular network → Cellular data The steps to follow to activate mobile roaming data vary depending on the model of your phone. here are two examples: Android: Settings → Mobile network → Roaming iPhone: Settings → General → Cellular → Options → Data

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

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

Once you’re a member, we’ll assign you your very own unique referral code. You’ll then be able to earn additional referral bonuses by inviting friends to use your referral code to join Fizz. You therefore have the opportunity to get a referral bonus by getting invited to Fizz, but also afterwards by inviting friends to join. You must have an active Fizz plan to invite friends and receive referral bonuses. The amount of the referral bonus may vary depending on the provinces where the new member’s and the active member’s plans are activated, as well as the offer in effect at the time of subscription. For a mobile plan, the bonus is based on the date the invited person activates their SIM card. For a Home Internet plan, it’s based on the date the invited person subscribes and chooses their installation appointment. As an example: Someone in Quebec refers a person in Manitoba. Each will receive the referral bonus amount in their own region at the time of subscription. To find out the current reference bonus amount and how it works, please refer to these pages: Invite Friends with our Referral Program | Fizz Referral program: how do referral bonuses work? | Fizz Getting invited Any one person can only be invited once, and thus use a referral code when they subscribe to their first Fizz service. For example, if a person subscribes to the Fizz mobile service without using a referral code, one cannot be applied retroactively. This same person cannot use a referral code if they activate a Home Internet plan since that plan will now be their second Fizz plan. Don’t know anyone at Fizz? Several of our members share their referral code on our Facebook posts. Make a new friend, and enjoy this bonus.  Inviting friends. Your referral code is a unique five-digit combination of