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When you are traveling outside your usual coverage area, you will be able to use data, and send/receive texts when you travel outside your coverage zone. To make and receive calls, you can use messaging apps such as WhatsApp or Messenger. Please note that the use of certain applications may be prohibited in some countries. Note: Charges may apply to use your phone while you are outside your coverage zone. See: I’m travelling outside Canada. What are my roaming options? When you are traveling outside your usual coverage area and using your phone, you must connect to an available local mobile network that is compatible with your phone. 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

Download the Fizz Wi-Fi app That’s your go-to tool to manage your Wi-Fi network from anywhere, diagnose and fix issues, as well as optimize and secure your Wi-Fi signal. To log in, use the same credentials as your Fizz account. Manage your Fizz Wi-Fi network from anywhere. See all the devices connected to your Fizz Wi-Fi network. Control online access for kids with automatic Wi-Fi off bedtime schedules. Pause or block Internet access for devices you choose. Easily reset or share your Wi-Fi password. Create a separate, secure network for your guests. Perform speed tests to validate not only the speed of your broadband connection, as well as the one but also directly to your device to determine for example the cause of a slowdown. If facing a slowdown, you can determine the cause. Use the new self-diagnostic tool to identify issues, find solutions, as well as optimize and secure your Wi-Fi signal. Chat with tech support if you are stuck. @media screen and (max-width: 600px) { .card {padding:16px!important;} .card .btn {display: block!important;width: 100%;} } .card, .card * { box-sizing: border-box; } .card p {margin:0;padding:0;line-height:24px} .card h6 {margin-bottom:4px;line-height:24px} .card .btn {margin-top:16px;margin-bottom:0px;} .card .caption {margin-top:8px;font-size:12px;line-height:16px;} .card { background:#BAEAFA; border-radius: 6px; padding: 24px; display: flex; margin-bottom:48px; align-items: flex-start; justify-content: flex-start; position: relative; box-shadow:0px 1px 4px 0px rgba(25, 25, 25, 0.15); } Installing and configuring the app 1) Download and install the Fizz Wi-Fi app Google Play: Click here App Store: Click here 2) To log in, use the same credentials as your Fizz account. Your devices With the app, you can see and manage all the devices currently connected to your Wi-Fi network, as well as those that have been connected in the past. When you select one of the currently connected devices, you can: Change the name and type of the

Issues with your Internet? Select Network scan in the tools section of the Fizz Wi-Fi app to diagnose and fix issues with your Wi-Fi network. Reminder: Use the same credentials as your Fizz account to log into the app. Open the Fizz Wi-Fi app To download the Fizz Wi-Fi app: @media screen and (max-width: 600px) { .card {padding:16px!important;} .card .btn {display: block!important;width: 100%;} } .card, .card * { box-sizing: border-box; } .card p {margin:0;padding:0;line-height:24px} .card h6 {margin-bottom:4px;line-height:24px} .card .btn {margin-top:16px;margin-bottom:0px;} .card .app {margin-top:8px;margin-bottom:0px;} .card .caption {margin-top:16px;font-size:12px;line-height:16px;} .card { background:#BAEAFA; border-radius: 6px; padding: 24px; display: flex; margin-bottom:48px; align-items: flex-start; justify-content: flex-start; position: relative; box-shadow:0px 1px 4px 0px rgba(25, 25, 25, 0.15); } Identify potential sources of interference The waves in your Wi-Fi network may be attenuated by various obstacles and sources of interference, causing speed drops and partial or complete disconnections of your internet connection. Sources of interference include: Nearby Wi-Fi networks Surveillance cameras Baby monitors Microwave ovens Etc. Obstacles to Wi-Fi waves include: Construction materials (concrete, aluminum, etc.) Heated flooring Mirrors Windows Etc. Recommendation: If you are unable to change your environment to limit sources of Wi-Fi signal attenuation, it would be better to use a network cable (RJ45). A cable is included in the original box of your Fizz Wi-Fi modem. Restart your Wi-Fi modem Unplug the power cable on your Wi-Fi modem. Make sure all the lights on the modem are off once you have unplugged it. Wait ten (10) seconds. Plug your modem back into the electrical outlet. Expect a three (3) minute delay to allow your devices to reconnect to the Wi-Fi network. Recommendation: It is more effective to restart your Wi-Fi modem by unplugging its power cable instead of pressing its power button. Test each of the two (2) frequency bands of your Wi-Fi modem

With the Wi-Fi modem and the Fizz Wi-Fi app, you have a dynamic duo that puts you in control of your Wi-Fi network. A quick peek is all you need to see which devices are connected. From there, you can choose to block or pause access to some (or all) of them. You can also manage access to your Wi-Fi network by creating a Wi-Fi network for your guests, with its own schedule and password. The Fizz Wi-Fi app is available for free on: Google Play App Store Create your administrative password For this step, you'll need your Wi-Fi network password. If you can't remember it, you'll need to recover it. How to recover my Wi-Fi password To become the household’s Chief Wi-Fi Officer, you must first create your administrative password. Before you create your administrative password, manually disconnect all devices connected to the app to prevent them from retaining the administrative access. Open a web browser. Enter 192.168.0.1 in the address bar of the web browser. Log in using the following credentials: Username: cusadmin Password: (enter the password you chose for your Wi-Fi network when you initially configured your modem). Head into the following section: Administration > Manage Enter your Wi-Fi network password to confirm your identity. Then, choose and enter an administrative password that you’ll keep for yourself. Once these steps are completed, you’ll have: A password for your Wi-Fi network. This password hasn’t changed. An administrative password only you have and can now use with the app to access the configuration options of your network. Manage access using the Fizz Wi-Fi app Open the app. Sign in using the same credentials as your Fizz account. Under the tab ‘My devices’, you’ll see all the devices connected to your network and you’ll be able to choose which ones

If you are travelling to the United States, including Puerto Rico and the U.S. Virgin Islands, the ability to make calls will depend on the network your phone connects to at your location. If only the LTE network is available, the ability to make calls will depend on two things: a VoLTE compatible SIM card and a phone that is certified VoLTE with Fizz. I am on location. How do I know which network I’m on? Check the top of your phone screen. If you see: 3G or HSPA or H+ or E or EDGE There is a network other than the LTE network. You can use your phone to make calls provided, of course, you have Canada + US coverage on your mobile plan, or funds in your Fizz wallet to pay per use. No service The LTE network is the only option where you’re at and your phone is not LTE capable. You will not be able to make calls. LTE Your phone connects to the LTE network but must be VoLTE certified with Fizz to make calls using VoLTE technology. What do I need to check to use VoLTE technology? If you wish to make calls and the LTE network is the only option where you are, VoLTE technology comes into play. You must check: A. Your SIM card. A VoLTE compatible SIM card is required. This SIM card displays a red lightning bolt icon. If that’s not your case, Fizz will give you one for free. How to make the transition to VoLTE B. Your phone. Your phone must be VoLTE certified with Fizz, updated with the latest software update and its VoLTE function activated. If not, you will only have access to your text messages and your mobile data, even if your SIM card is

Good-to-know info about Fizz mobile services. Because no one can know everything about something, we tried to group interesting details about our mobile services. You know, those little details that just seem hidden somewhere? Well, here you go! Coverage Consult the interactive map Even if you live within our coverage area, that doesn’t mean you can subscribe to Fizz mobile services. You must live within the subscription area. The coverage area you choose determines the expanse of the calls and texts included in your plan. If you choose the Canada coverage for instance, you can make or receive calls anywhere in the country. But with a Quebec coverage, a call made or receive from Vancouver for example would not be included in your plan, and you’d have to buy a Travel Add-on. If you chose unlimited calls when creating your plan, you can make or receive as many calls as you like when you are within your coverage area. Hawaii, Alaska and Puerto Rico are included in the Canada + U.S. coverage area. Exception if you are new to Fizz: The name of the network indicated on your phone will not initially say Fizz. Instead, you will see Fizz EXT. We are aware of this situation and are working to address it. Rest assured, your phone is not roaming, and you will not incur any charges. Simply restart your phone 72 hours (that’s 3 days) following the activation of your SIM card, and all will be in order. The telecoms industry, including Fizz, is working to establish a 5G network across the country. Until then, the LTE-Advanced network on which Fizz operates is extensive and reliable, as well as being more than enough for mobile service needs. 5G is a fascinating technology that will enable advances in many sectors. For

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