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You are traveling outside your coverage area? In this case, you probably need a travel add-on. Details are here : I’m travelling outside my coverage area. What are my options? What is an Add-on? An Add-On is additional data, minutes, text or minutes for international calls that you can add onto your current monthly plan. An Add-on must be used when you are within your coverage area. Thus, the Add-on for international calling minutes will allow you to make a call from your coverage area to the country in question. If you leave on a trip abroad, you will not be able to use these minutes once you arrive at your destination. To add an extra to your mobile plan, use this link: My plans > Manage > The extras > Add-ons Add-Ons are useful if you’re running low on monthly data or minutes, or if you want to add a feature, such as international calling, that’s not part of your current monthly plan. Buy an Add-On when you need more data, minutes, text or minutes for international call coverage than your current monthly plan allows. Add-Ons take effect immediately. How long does it take to activate an Add-On? How long does it last? Add-Ons are active immediately. They’re valid until the end of your next payment cycle. They are not subject to the 72-hour (3-day) freeze period. In other words, if there are 10 days left on your current payment cycle, your Add-On will be valid for approximately 40 days. Read more : How do I add funds to my Fizz Wallet? What can I do with my Wallet? What is my Wallet and how do I use it?

The withdrawal of the 3G network will start July 31, 2025, for Fizz and several of its partners. All calls made with your Fizz mobile plan will then go through the LTE network thanks to VoLTE technology. Mobile members who are not VoLTE-compatible, due to their SIM or their phone, will eventually experience service degradation until they can no longer make or receive calls, including to 9-1-1. To maintain the quality of your mobile service, check your VoLTE compatibility as soon as possible: Use a VoLTE-compatible SIM card or an eSIM (if your phone allows it). Use a phone that is VoLTE-compatible at Fizz. Activate the VoLTE function on your phone. IMPORTANT: If any of these criteria is not met, none of your c alls (including 911 calls) will go through once the 3G network has been completely removed To learn more about the withdrawal of the 3G network in Canada, visit the Canadian Radio-television and Telecommunications Commission (CRTC) website, and the Canadian Telecommunications Association website. What is VoLTE? VoLTE stands for Voice over LTE, which basically means a phone call will use the LTE network. The opportunity to use the LTE network for your calls means: Improved sound quality for your calls. Faster routing of your calls, meaning the delay for the phone to ring at the other end will be shorter. Reduced interruptions when you go from the Fizz network to a partner network. Do the test As 3G network withdrawal is gradual, your calls may work in some places, but not in others. The best way to find out if you're ready for 3G network withdrawal is to do the test. Dial #TEST (#8378) on your mobile phone from the locations where you usually make calls and listen to the voicemail. If you hear confirmation that your

Make sure your Internet access works properly Without connecting to your VPN, test your access to Internet. Test with other devices as well. Restart your modem. 1. Unplug the power cable on your Wi-Fi modem. 2. Make sure all the lights on the modem are off once you have unplugged it. 3. Wait ten (10) seconds. 4. Plug your modem back into the electrical outlet. Expect up to 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. Dedicate a Wi-Fi network to your work station You can dedicate a “guests” network to a portion of the users in your house in order to keep the main network for you: your kids or co-tenants will use a network parallel to yours. With the Fizz Wi-Fi app: 1. My Wi-Fi 2. Guests Wi-Fi network 3. Configure to your liking 4. Activate the Guests network Via the WebGUI: 1. Enter 192.168.0.1 in the address bar of the web browser of any device. 2. Connect using the following credentials: Username: cusadmin Password: xxxxxxxx (the password you chose when you initially set up) 3. Make your way to the following section to make the changes: Wireless → Basic settings → Guests Try connecting using a network cable (Ethernet) If you’re having trouble connecting to your VPN using the Wi-Fi connection, do the test by connecting a network cable (Ethernet) between your computer and your Fizz Wi-Fi modem. You can use any one of the 4 ports at the back of the Wi-Fi modem. Try deactivating the band steering function 1. Deactivate the band steering function. Instructions here. 2. Rename the two frequencies (2.4 and 5.0 GHz) identically. 3

Make sure that the Wi-Fi feature on your device is activated Your device may have a software and / or physical Wi-Fi switch. The location of the software switch may vary from one device to another. Here are two examples: Computer: Network and internet settings → Wi-Fi Smartphone: Settings → Connections → Wi-Fi Placement of the hardware switch can vary from one device to another. Here are two examples: An on/off button on the front or side of your laptop A combination of keys, for example: Function and F2 Select your Wi-Fi network The default username and corresponding password for your Wi-Fi network are written on a sticker on the back of your Wi-Fi modem (Default Wi-Fi network and Default key). The process for reconnecting to your Wi-Fi network may vary from one device to another. Here are two examples: Laptop: Settings → Network and internet → Wi-Fi Smartphone: Settings → Connections → Wi-Fi You can't find your Wi-Fi network? Use this link. If allowed by your device, connect to the 5 GHz Wi-Fi frequency Your Fizz Wi-Fi modem defaults to frequency band steering technology. When this function is disabled, your Wi-Fi modem will display two (2) frequency bands: 2.4GHz and 5GHz. Manually select the 5GHz on your devices. Here are the differences between these two frequency bands: 5GHz frequency band: Less exposed to interference Faster maximum speeds Less reach 2.4GHz frequency band: More exposed to interference Slower maximum speeds More reach Not able to recover your Wi-Fi password? Restore your Wi-Fi modem to its factory settings IMPORTANT: This will reset any changes that have been made to your Wi-Fi modem settings to date. You may also need to reconfigure your devices’ Wi-Fi settings (network name, password, etc.). Using a small, sharp object, press the modem’s reset button for 10

Note that a number transfer cannot be done on a line that is already active with Fizz. In other words, if you already have a Fizz plan, porting a number to this plan is not possible; you need to create a new plan. As outlined below, there are several possible reasons for this situation. You will receive an email, as well as an in-account notification explaining the glitch pertaining to your situation, and the next steps to address it. To check your in-account notifications, sign into your account and click on the bell icon next to your name. icon next to your name. Wrong IMEI or account number. Your phone IMEI or your account number with your current provider, whichever one you chose to use, is incorrect. Perhaps you mistyped it when entering it. To correct and redo your phone number transfer request, follow these steps: Verify your information: Ensure that all your personal information (name, address, phone number) is correct and up to date. Resend the request: We have sent you an email containing a link to restart your request. Follow the instructions: Click on the link and restart your request to complete the transfer of your number. To find the IMEI, dial *#06# on the phone you are using with your current provider. If the IMEI number is more than 15 digits long, only use the first 15. If you’re using your account number, check your most recent bill from your current provider. See account number formats. The transfer authorization failed. When you activate your SIM (eSIM or physical SIM card) a nd request to transfer your number over to Fizz, your current provider sends the owner of the phone number (probably you) a text with a transfer authorization request. This is to confirm your wish to transfer

Nobody likes losing something they’ve paid for. Which is exactly why we roll over your unused data at the end of each month. There’s nothing you need to do — your unused data is automatically rolled over to the next month at the end of each payment cycle. Rolled over data lasts for the two following payment cycles, even if you change your plan. It’s always used before your monthly data. So if you have rolled over data, you’ll use it up first and then move onto the data in your regular plan Please note that minutes are not transferable. Can I gift my unused data instead of having it roll over? Yes. You can gift any unused data when you’re near the end of your payment cycle. You can only gift data from your current payment cycle, and it must be gifted before your payment cycle ends (before your data rolls over). Learn about gifting data When to expect a Rollover When does my unused data roll over? Your unused data will roll over at the end of each payment cycle. To see when your payment cycle ends: Go to My Plans in your Fizz account. Under each plan (if you have more than one), you will be able to see how much time is left in your current payment cycle. When does rolled over data expire How do I know when my rolled over data will expire? Each batch of rolled over data will expire after two (2) complete payment cycles, and this even if you change your plan. To see when a Rollover will expire: Go to My Plans in your Fizz account. Under the plan you wish to view (if you have more than one) click on See Usage. This will open the Usage screen, which