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Please note that starting November 4, 2019, the entire Canadian telecom industry will gradually implement universal call blocking in an attempt to prevent telephone fraud. As a member of this industry, Fizz will be activating this feature for all its mobile service members. Starting this November 4th, non-compliant numbers could therefore be blocked. What is universal call blocking? Universal call blocking is an automated feature, based on well-defined rules. The feature is designed to block calls that do not comply with international numbering plan standards to counter unwanted calls and telephone fraud. Why is Fizz implementing this feature? Actually, starting November 4, 2019, the entire Canadian telecom industry (which Fizz is a part of) will be gradually implementing universal call blocking to counter unwanted calls and support the fight against telephone fraud. As a mobile phone service subscriber, you get all kinds of calls. The majority of them are legitimate; they come from family or friends. Others come from automated systems; even though some are honest calls (automated appointment reminders, for instance), a large number of them are unwanted and might actually be fraud related. That’s why Fizz, as a member of the Canadian telecom industry, will be implementing this feature for its members. Do I need to pay for universal call blocking? No, you won’t incur any additional charges for this feature. It’ll be gradually implemented nationwide by the Canadian telecom industry members, starting November 4, 2019. How does this feature work? What kind of numbers will be blocked, and under which circumstances? Universal call blocking is designed to automatically block any call it receives that does not comply with international numbering plan standards, which states that a telephone number cannot have more than 15 digits. As for the North American plan, it stipulates that a North American number

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

An Access Point Name (APN) has the network settings your phone needs to connect to Fizz. The APN must be properly configured so your phone can be “introduced” to the Fizz network. Once your APN is configured, you’ll have access to your mobile data and multimedia messaging (MMS). Even with a poorly configured APN, you’ll be able to make and receive calls and texts. You will also have internet access when connected to a Wi-Fi network. Removing the SIM card from a phone with properly configured network settings (APN) could automatically reset the previous settings. If this happens, you’ll need to reconfigure the Fizz network settings. Installing network settings (Android) By inserting your SIM card in your phone, you’ll receive two notifications to configure the network settings. Install these two configurations. If a PIN code is required, enter 1234. Wait three minutes and completely restart (power cycle) your phone. Resend the network parameters (APN) to your phone (Android) Log into your Fizz account and follow this path: My plans → Manage plan → Advanced parameters → Fizz network parameters → Resend me the notifications You’ll receive two (2) notifications directly on your phone: one to configure mobile data and the other to configure multimedia messaging (MMS). Install these two (2) configurations. If a PIN code is required, enter 1234. If you inserted your SIM card into a device unknown to the Fizz mobile network, chances are you received a SMS inviting you to follow the above instructions. Manually installing network settings (Android) Steps to follow for configuring the APN can vary from one phone to another. Here's an example: Settings → Connections → Mobile networks → Access Point Names → APN Fizz APN settings are: APN: mobile.bm MMSC: http://mms.mobile.bm MMS proxy: mmsproxy.mobile.bm MMS port: 80 APN type: default,mms,supl If your

In what context might you receive a visit from a technician? Initial installation Self-installation with modem delivery by the technician requiring signal verification VIP installation Adding or moving a coaxial outlet Service call * * The management of the appointment for a service call is different. Please refer to step 3. Important tips for a tech visit. Important tips for a tech visit. Here are a few things to know to make sure the technician’s visit runs as smoothly as possible. On average, a visit lasts less than an hour. You’ll get a better time estimate once the technician is on-site. The technician will intervene within the agreed time slot. However, the exact time of arrival cannot be guaranteed, as the itinerary is subject to prior appointments, traffic conditions, and other logistical factors beyond our control. Do not expect a call from the technician. He’ll only contact you at the number you provided when you planned your appointment if he plans to arrive before or after the allocated time slot. A person over 18 years old must be present. If not, the technician cannot complete the work , and a new appointment will have to be scheduled. Your equipment should be easily accessible. M ove ahead of time any furniture that may complicate things. If you’re the owner of a household pet, please keep it away from the rooms where the technician will be working. If you are a building tenant, have the owner’s written authorization beforehand should the technician need to drill, for example, a hole in an exterior wall. If the building owner is on-site, his verbal agreement will suffice. If you have shared ownership of your property, be familiar with the rules of your association in regard to such matter. The electrical room also needs to be

To pay for your plan To pay for your monthly Fizz plans, please use: A Visa or Mastercard credit card A Visa Debit or Mastercard debit card An international Visa or MasterCard that supports 3D Secure verification. If you’re not sure whether your card supports 3D secure, you’ll find out when you try to make the payment. Good to know: Since Fizz is a prepaid provider of mobile, Internet, and TV services, a credit check is not required when you subscribe. The credit card used for payment can be under a different name or linked to a different address than the one associated with the service. How to add a payment method to my Fizz account * A pre-paid Visa or Mastercard (example: Vanilla card) can be used to make a payment, but only for one-time payments Rec urrent monthly payments cannot be planned with a Vanilla prepaid card. Each month, you must make a one-time payment to pay for the upcoming month, otherwise your services will remain unpaid and may be suspended. Please note that the total amount of your bill must be paid in a single transaction — it cannot be split between multiple credit cards. Here’s how: Wait at the end of your payment cycle when your monthly payment fails. You’ll receive an email and a message in your Fizz account will indicate the deadline by which your payment must be made, i.e. within the next 72 hours. Sign in to your account > My plans. Click on the “Proceed to payment” button and follow the steps. You unfortunately CANNOT use: American Express (Amex), Dinners and others credit cards A debit card (except Visa or Mastercard debit cards) Funds from your Fizz Wallet (where available) To buy a phone If you’re buying a Fizz phone, you can