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The short answer, unfortunately, is no. At the moment, it is not possible to transfer a Fizz plan (or a phone number) from one Fizz account to another Fizz account. For both mobile plans and residential Internet plans, our systems do not allow the transfer from one account to another. It is also not possible to group multiple accounts. However, these are features we are working on. For a child who has grown up. If you had created a plan in your account for your child, and your child is now grown up and would like to stand on his own, he must first create his Fizz account. Once his account is created, he needs to create himself a new plan. In other words, he can't retrieve the plan he had in your account, whether it was a mobile or Internet plan. For 2 people living at the same address. For an internet plan For example, your roommate leaves but you stay in the apartment, and the Internet plan is activated in your roommate’s Fizz account. Your roommate cannot transfer the plan to you. He needs to unsubscribe from his plan (or submit a move request) and you’ll have to activate your own Home Internet plan at this address from your Fizz account. For a mobile plan For example, in the case of a separation, if both mobile plans are under the same Fizz account, it is unfortunately not possible at this time to transfer one of the numbers to a different Fizz account. Each plan remains tied to the account where it was originally activated.

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

If you are following the process of transferring your current phone number to Fizz, the table below outlines the account number formats used by different providers. Your account number is on your bill or in the client account for your current provider. If you cannot find your account number, or if you are not unsure about which number to use, we advise you to submit your transfer request using the IMEI for the phone you are using with your current provider. To find your IMEI, dial *#06# on your phone’s keyboard. If the number is more than 15 digits long, enter only the first 15 digits. Provider Mobile Landline Format Supporting information Bell 9 digits Never starts with a "0". Do not use the 14-digit account number starting with ZZZ. Rogers 9 digits Telus Mobility Up to 9 digits You can omit the "0"(s) if the number starts with one or more "0"s. However, if you type the “0”(s) it will not be rejected. Telus 10 digits Fido 9 digits ACN 9 digits Aliant 1234567(space)8 Enter only the first 7 digits. Omit the "0"(s) if the number starts with one or more "0"s. Omit the digit after the space. However, if you type the “0”(s) or the number after the space it will not be rejected. Aliant Mobility 1234567-8 Enter only the first 7 digits. Omit the "0"s if the number starts with one or more "0"s. Omit the number after the hyphen. Entering the "0" (s) in front of the number and / or the digit after the hyphen will cause the request to be rejected. Cityfone Telecommunications Inc. 8 digits Omit the "0"(s) if the number starts with one or more "0"s. However, if you enter the "0"(s) or the number following the space it will not be

Starter Kit The box contains the following items: The Wi-Fi modem (CODA-4680 or CODA-5610Q * A coaxial cable A power cord An ethernet cable * CODA 5610Q is available with a new subscription to a 500 Mbps plan and above. If you are already subscribed and you increase the speed of your plan, it will not trigger a change to this modem. The modem model you’ll receive depends on inventory availability. Fizz does not guarantee a specific model, whether it’s for a new subscription, a return, or an exchange. The ethernet cable is included in the box with your modem, but it is not required to set up your Wi-Fi network. Connect the coaxial cable The coaxial cable must be properly screwed in on both ends. Connect the power cord The power cord must be properly connected to the Wi-Fi modem and wall outlet (avoid using a power strip). IMPORTANT: Once it’s plugged in, your Wi-Fi modem will make its first system update, and may need to reboot after roughly 15 minutes. Make sure your modem is ready A series of lights will appear on your modem. Make sure they match this image. Write down your modem’s info Locate the network name (Default Wi-Fi Network) and password (Default Key) printed on the back of your Wi-Fi modem: CODA-4680 model: look at the back. CODA-5610Q model: look under. Make sure not to confuse similar characters such as O and 0, as well as I and 1. Before proceeding to the next step, check the available networks on a Wi-Fi-enabled device like a mobile phone and check that the FIZZ network name as indicated on your modem appears in the list of available networks. This may take a few minutes. Configure your modem Select the name of your Wi-Fi network from the

Log into your account to activate your Fizz plan Make sure you are in a zone that has adequate coverage. See our network coverage map If you are outside the Fizz network, consult this FAQ : I’m travelling outside my coverage zone. What are my roaming options? Troubleshooting: Are there minutes in your plan? Make sure your plan includes calling minutes. If your plan does not include any minutes, it will be impossible to use your phone to make and receive calls. You can adjust your plan any time to add minutes for local or long distance calls. This change to your plan will take effect at the start of your next payment cycle. You can also add minutes to your plan and use them immediately by buying a Call or Travel Add-On. Once your plan includes minutes or you purchase an Add-on, you'll be able to make and receive calls. Restart your phone Reboot (power cycle) your device by holding down the device’s start button for 10 seconds. After your applications load, your device will re-authenticate to the Fizz mobile network. This allows your device 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 your type of mobile phone. Android: Settings / System / Reset options / Reset cellular network settings (may vary depending on the manufacturer) iOS: Settings / General / Transfer or Reset iPhone / Reset / Reset Network Settings Note: Resetting network settings affects various types of connections (Wi-Fi, Bluetooth, VPN, cellular). Saved Wi-Fi networks and paired Bluetooth devices will be erased, as well as preferences associated with the mobile network and VPN settings. Remember to reconfigure this information after the reset. Is the Fizz network

Is your SIM card damaged? Look to see whether the SIM card is scratched or cracked. Check whether it works when you pop it in another phone. If the SIM card associated to your Fizz mobile plan is damaged, you may order a new one. How to order a Fizz SIM card Check that the SIM card is well inserted Your phone may give you an error message if your SIM card is not well inserted or if you didn’t insert the right format. Pop out the SIM card tray. Check whether your SIM card is inserted on the right side, and in the right angle. If needed, do an internet search to consult images and videos to guide you. Restart your phone Your phone may give you an error message if your SIM card is not well inserted or if you didn’t insert the right format. Pop out the SIM card tray. Check whether your SIM card is inserted on the right side, and in the right angle. If needed, do an internet search to consult images and videos to guide you. 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

Your 4-digit PIN (Personal Identification Number) protects you from unauthorized access to your SIM card. However, your SIM card PIN code is not activated by default. To activate a PIN code on your SIM card, enter the default code 1234 — it will allow you to edit this code and customize it. This PIN code is written on the card that accompanies your new SIM card. The default PIN code is 1234 Once your SIM card has been activated with a personalized PIN code, you will need to enter your PIN every time you turn on your phone. Without this your SIM card will not work and you will be unable to access the Fizz network. IMPORTANT! If you type 3 incorrect PIN codes in a row, your SIM card will be blocked. To avoid this situation, we advise you to personalize your PIN using a number you will remember. How to unblock your SIM with a PUK code How to personalize the PIN on most phones: Go to the Settings menu. Choose Security. Choose Modify your PIN. Many phones have a built-in shortcut for changing your PIN. Enter **04*old PIN*new PIN*re-enter your new PIN#. For example, to change your PIN 0000 to 2710, you would type: **04*0000*2710*2710# The PIN2 code: a rarely used code that protects access to specific features of your SIM Your SIM card is protected by two PIN codes: The PIN code is required when you turn on your mobile or tablet. The PIN2 code protects access to specific features; for example, it activates your phone's restricted directory. The PIN2 code is rarely used, and use depends on your phone's features. If you type 3 incorrect PIN2 codes in a row, your PIN2 code will be blocked. To unblock your PIN2 code, you will need to

To request technology adapted to a disability, contact our Customer Service team. Log into your Fizz account and simply click on the chat bubble located in the lower right-hand corner during our business hours. This will allow us to find the best solution for your needs. Types of available services that are adapted to specific disabilities Features provided by phones Features provided by specific phones to facilitate daily use Bluetooth compatibility Loudspeaker Compatibility with hearing aids Compatibility with teletypewriter Alerts and notifications in vibration mode Haptic feedback Predictive text Voice-to-text conversion Improved accessibility Clearly identifiable ringtone Contact identification using unique photos Automatic text input Speech recognition Autocomplete Automatic answer (using headphones) Voice dialing (using headphones) Voice commands Customizable menus and shortcuts Accessible, high contrast keyboard Raised dot on the 5 key Check with your phone manufacturer to learn how to activate these services and features. Unfortunately we do not have all available information on which phones support specific features. ​T911 service The T911 service enables people who are living with auditory or speech disabilities to use text messaging to communicate with the 911 emergency service. To activate this service on all relevant plans, go to > My plans > Manage > Advanced parameters You do not require proof of disability to activate this service For more information, see our T911 FAQ If you have not received a text confirming the activation of your T911 service within five (5) days after signing up, please contact our Customer Service team: log into your Fizz account and simply click on the chat bubble located in the lower right-hand corner during our business hours. Braille or large type For all customers who are living with visual disabilities Available formats: Braille, large type or audio file To process these requests, please contact our Customer Service