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Our Forum is the place to give and get help on all things related to your Fizz products and services. The best thing about giving and helping is that it contributes to the Fizz community. And the second best thing? When you contribute, you earn perks in the Fizz My Rewards program. Learn about My Rewards Things to remember about participating in the Fizz Forum: You can view or browse the Fizz Forum anytime without having a Fizz account. To post a question or answer in the Forum you need to create a Fizz account Learn how to subscribe to Fizz To have the best possible experience in the Forum, learn the rules Read our Community User Guidelines How to post a question Log into your Fizz Account . In the top navigation, click on Help and select Forum. Enter your question in the search tool. It’s possible a community member has already answered it. If you searched and didn’t find an answer, go to the Forum homepage and click on Ask your question This will open a new page where you can create a new topic to post. While creating your new post/or topic you will be asked to: Add a subject line that describes your question Choose the best category for your question Choose the best tag for your question (Tags are keywords that relate to your post. They help members find answers to similar questions.) The next step is to validate similar questions other members might have asked (Someone might have already asked a similar question and received a response that can help you) No similar questions? The next step will allow you to type your question. (Never post any personal or private information.) Preview your question before posting and you’re done. How to edit my post

Each type of address — home, billing and shipping — has a different role in your Fizz account. Home address. Your home address is where you live. It’s the address that is associated with your Fizz account. For a mobile plan, it confirms that you live within our mobile subscription area, allowing the majority of your usage (calls, texts and data) to be done on the Fizz network as per your services agreement. See the subscription area For a Home Internet plan, it confirms that you live where the technology exists and as such, where the service is available. Billing address. Your billing address is the address associated with your payment method — usually your credit card. When you add a payment method, make sure that the address you enter is an exact match to the one on your credit card statement. If not, add a new address and copy/paste your credit card address to avoid any error. Update or add a payment method Shipping address. Your shipping address is where you’ll receive Fizz deliveries. If you order a SIM card, you can have it delivered to your home or even your workplace. If you buy a phone on fizz.ca, the shipping address will be the same as the billing address that is associated with the payment method you use to pay for your phone.

The T911 service enables people who are living with an auditory or speech disability to communicate with the 911 emergency service using text messaging. Activate the T911 service in > My plans > Manage > Advanced parameters. If you have more than one plan on your account, the T911 service must be activated for each relevant plan. To use the T911 service you must: Have an active Fizz mobile account Have a phone compatible with the T911 service Activate the service in > My plans > Manage > Advanced parameters Reside where the T911 service is available It can take up to 5 business days to process your request for T911 service. If accepted, you will receive a text message confirming the activation of the service. If you have not received a text message after 5 working days, please notify us by chat or by using the Proof of disability form. Although the T911 service is currently available in only a limited number of regions in Canada, you can still sign up for it. To find out about where the T911 service is available, see: http://textwith911.ca/en/home/ How to make an emergency call using T911 Make a call to 911. The 911 emergency dispatcher will send you a text message. Continue the communication via text message. Do not hang up! Your call must be active for the full duration of the T911 text conversation. This allows the agent to hear what’s happening in your immediate environment during the call.

The Canadian Wireless Telecommunications Association (CWTA) has created a public site that allows you to search for your phone’s IMEI to find out if it’s on the National Stolen Device Blacklist. If you would like to see if your phone is on the National Stolen Device Blacklist, enter your phone’s IMEI number at: https://www.devicecheck.ca/check-status-device-canada/ How do I find my phone’s IMEI? An IMEI number is your phone’s ‘identity card’. It enables you to obtain your unlock code. It’s also an anti-theft provision by allowing you to block your phone in case it is lost or stolen. Your IMEI number can be found: By dialing *#06# on your phone’s keyboard Under your phone’s battery, or on the supporting card that holds an iPhone’s SIM card Printed on a sticker attached to your phone’s original packaging About the Canadian Wireless Telecommunications Association (CWTA) CWTA is the authority on wireless issues, developments and trends in Canada. It represents companies that provide services and products across the wireless sector. Representing the industry before all levels of government and various regulatory agencies, CWTA actively promotes the industry with the goal of ensuring continued growth of the wireless sector in Canada. CWTA administers a number of initiatives on behalf of its members, including corporate social responsibility programs and the national common short codes program. About the Global System for Mobile Communications (GSMA) The GSMA represents the interests of mobile operators worldwide, uniting nearly 800 operators with more than 300 companies in the broader mobile ecosystem, including handset and device makers, software companies, equipment providers and internet companies, as well as organisations in adjacent industry sectors. The GSMA also produces industry-leading events such as Mobile World Congress, Mobile World Congress Shanghai, Mobile World Congress Americas and the Mobile 360 Series conferences. If your phone is lost or

Why activate your upgrades? Leaving your upgrades inactivated is like leaving money on the table. EACH MONTH. Watch our video and see how easy activating your upgrades is. Everything is done in seconds, directly in your account. Video Once activated, an upgrade is recurring and you will therefore automatically benefit from it every month. The upgrades Each time you reach a new level in the My Rewards program, you unlock a new upgrade. An upgrade is a long-term reward that boosts your plan every month, like additional mobile data or a monthly discount on the price of your Home Internet plan. Please note that if the bonus is added during your 3-day freeze period before the end of your billing cycle, it will only be activated in the following billing cycle. Since the billing is already visible on your account, this is why you will need to wait for the next cycle for the bonus to take effect. Once activated on your plan, you get to enjoy your upgrade each and every month. Keep an eye out and activate your upgrades as soon as possible to fully take advantage of them. The bonuses have a lifespan of 2 years. Each Fizz plan has three (3) slots on which an upgrade can be applied. The number of unlocked slots ready to welcome an upgrade varies based on your My Rewards level. If you have more than one slot available on a plan, the upgrades you’ll assign to that plan will be cumulative, making your plan even richer. Can I gift my upgrades to another Fizz member, or transfer them from month to month? Your upgrades are yours, and yours alone. You cannot gift your upgrades to another Fizz member. An upgrade, however, gets the same preferential treatment as your plan. As

To unblock your SIM card right away, log into your Fizz account to reveal your PUK code ( My Plans > Manage > Unblock SIM card). Type the code that is revealed into your phone. If you entered 3 incorrect PIN codes and your phone displays “SIM card blocked” or “Enter PUK code”, your SIM card has been blocked to ensure your security. To unblock your SIM card, you must enter a PUK (PIN Unlock Key) code. Where to find your PUK code Log into your Fizz account and go to My Plans. Click on Manage and then Unblock SIM card. Click the slider to reveal your PUK code. Type this code into your phone to unblock your SIM. To simplify this process in the future, write down your PUK code and keep it somewhere safe or opt for the option to send it to you by email. After you unblock your SIM card After unlocking your SIM card with a PUK code, go to your phone settings to personalize your PIN code. Choose an easy-to-remember PIN — it will prevent you from accidentally blocking your SIM card again. How do I personalize my PIN? If you enter the incorrect PUK code 10 times, your SIM card will be permanently blocked. You will need to order a new SIM card. Order a new SIM card If you received your PUK code by email The email you received contains several codes: PUK1, PIN2 and PUK2. PUK1: The code to unlock your PIN if it is blocked. PIN2 and PUK2: Codes used only by a few phones to protect access to some SIM card features PIN2: The code set by default in your SIM card; if you have changed this default code, use the PUK2 code to reset it PUK2: The code