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Check your signal Remember, no Internet means no TV. Your TV channels are delivered over your Fizz Home Internet connection. If you’re running into any issue with your TV service, start by checking your Internet connection. Check the region on your device The region settings of any compatible device you are watching your Fizz TV content on must be set to Canada. How to check and change the region: Apple TV: Settings > General > Region > select “Canada”. Roku: A Roku device remembers the IP address you use and sets your region from the second you connect it to the Internet. This means you may need to create a new Roku account, reset your Roku device and link the device to your new account. Refer to your device instructions. Android TV/Android mobile: In Google Play Store > Settings > General > Account and Device Preferences > Country and Profiles > Select “Canada”. Amazon Fire TV: Sign in to your Amazon account linked to the Firestick > Accounts and Lists > Content and Devices > Preferences > Country/Region Settings > Change > Select “Canada”. Apple mobile (iOS/iPad): Settings > (your name at top) > Media & Purchases > View Account > Country/Region > Change Country or Region > Select “Canada”. Use the latest version of the Fizz TV app Having the latest version of the Fizz TV app is key. If you’re not using the latest version, updating it may actually address your issue from the get-go. Check which version you’re using: In the Fizz TV app itself: Select “Settings” and the app version will be displayed in the bottom-right corner. Android TV/Fire TV devices: Settings > Apps > Fizz TV. You’ll see the app version at the top. Android mobile device: Settings > Apps (or Storage) > Fizz TV

IMPORTANT: If your phone line was just recently activated on the Fizz network, see: Transferring your phone line If you’re having difficulty making phone calls (but can receive calls) see: My phone can’t make any calls. How do I fix it? Make sure you are in a zone that has adequate coverage. See our network coverage map If you are outside the coverage zone for the Fizz network, you can connect via our partner network. Learn about accessing our partner network Troubleshooting: Make sure you have minutes Make sure you have minutes left on your plan. If your plan does not contain any minutes, it will be impossible to receive calls on your phone. Several options are available to you in My Account under ''Manage'' to fix the situation: Buy an Add-on (you can then make and receive calls immediately) Add funds to your wallet (you can then make and receive calls immediately) Change your plan (any plan change will be effective starting at your next payment cycle) Log into your account Restart your phone Reboot (power cycle) your device by holding down the device’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 device to recover its authorization to access the network. Airplane mode or offline mode Make sure your phone is not in airplane mode or offline mode. If airplane mode or offline mode is activated on your phone, all connections such as calls, mobile data, Wi-Fi, Bluetooth function, etc. will not work. The process of turning off airplane mode or offline mode will vary depending on your device. Here are two examples: Android: Slide your finger from the top to the bottom of the screen (options panel) → Offline mode

Voicemail allows people to leave you a message if your phone is off, the line is busy, or there is no answer after four rings (20 seconds). You can listen to your messages at any time from your mobile phone or an analogue phone. Voicemail includes Visual messaging. Visual voicemail is like a power-boosted voicemail. You can listen to and manage your messages without having to "call" your voicemail. Available for IOS and Android phones. Discover the magic of visual voicemail: What’s Visual voicemail, and how does it work? | Fizz Adding voicemail Voicemail is an option you must add to your plan. Sign in to your account and go to My Plans > Manage plan > Change plan and add voicemail. This change will come into effect at the beginning of your next payment cycle as per the plan change policy. Good to know: To use your voicemail, your plan must include minutes. If not, you won’t be able to use it or access it, whether from your mobile phone or any other phone. Accessing your voicemail Hold the ''1'' key on your phone for a few seconds. Good to know: - This shortcut to your voicemail that is the “1” key is actually a call forward to the messaging centre configured for most phone models. This feature may vary from one model to another and may not be modifiable in all phones. - If you are forwarding your calls to another number, your voicemail won’t pick up incoming calls and no one will be able to leave you a message. - Voicemail access does not work when you are outside Canada and the USA. To manually access your voicemail, dial 1-514-647-0999. The PIN (customize, reset or deactivate) Reminder: Once the voicemail option is added to your plan, it’ll

How Fizz TV works Fizz TV delivers television by IPTV which means your TV channels are delivered over your Fizz Home Internet connection. There is no terminal. Fizz TV works through a multiplatform app which you download on a compatible device. You can then watch your content on that device or cast it onto your smart TV. With your Fizz Internet subscription, your TV plan allows up to five (5) simultaneous viewings across your house and devices. An error message will appear if you try to start a 6th simultaneous viewing. Guide The guide function will display the programs scheduled for different channels. Select Guide from the main menu to access the Guide at any time. Explore live content, previously aired content, and future programming through the Guide. Guide filter preferences can be configured to view only the content you want in your Guide. There are four (4) primary options available for filtering Guide content: All channels: All channels offered on Fizz TV, including those you are not currently subscribed to. Subscribed channels (default): The channels included in your Fizz TV plan. My TV: The channels you selected as your favourites. Lookback channels: All channels available in your plan with the lookback functionality. A genre filter (Sports, News, etc.) can be layered over these filters. Good to know My TV: You may select your favourite channels for quick access. Favourite channels can be set to appear exclusively in the Guide, or can be accessed at any time from My favourites. Lookback TV: You may scroll back in the Guide to access previously aired programming on a large number of channels up to 72 hours after the original airing (channel dependent). If the title is grayed out, it means that the content is not available to rewatch. On demand content With

Four easy tests to confirm your Fizz line is functioning properly: Make and receive a call. Doesn’t work? Send and receive a text message (SMS). Doesn’t work? If your plan contains data, turn off your Wi-Fi option and then: Surf the web. Doesn’t work? Send and receive an image/picture by text (MMS). Doesn’t work? Once these tests are completed, you’ll be ready to roll with Fizz line and your brand new mobile plan. IMPORTANT If you transferred your number, wait for the confirmation text before proceeding with the tests to make sure results are conclusive. iPhone specifics Make sure to update your IOS in order to access the LTE network.

An unlocked phone is one that is not linked to any specific cellular network. For example, when you buy your phone from a mobile provider, you will only be able to use it with that carrier until you unlock it. Legislation now allows all Canadians to unlock their phones, regardless of the original carrier. Unlocking your phone means you are able to use it with any carrier, provided that your phone is compatible with its network and bands. If you bought your phone from a Canadian provider after December 1, 2017, it is unlocked by default. When your phone is unlocked, you can insert a SIM card from any mobile provider to use your phone on their network. How can I see if my phone is locked Insert your Fizz SIM card (activated or not activated) into your phone. When your card is inserted: Your phone is unlocked if it connects to the network or asks you for a PIN code to unlock the SIM card. Your phone is locked if it asks you for a SIM unlock code. Follow the instructions below to unlock it How to unlock my phone Because Fizz is not the company that locked your phone, we cannot unlock it. Only the provider who sold you your phone can unlock it for you. Make sure you have your phone’s IMEI and insert your Fizz SIM card in your phone. Then contact this provider’s customer service team to ask for an unlock code and instructions for unlocking your phone. Know that some websites specialize in unlocking phones and will offer this service for a fee. Good to know: The IMEI is your phone’s ‘identity card’. It allows you to obtain your unlock code. It’s also an anti-theft provision that allows you to identify and block your

Good to know: Offers, services and prices are subject to change without notice and may differ by province. In the case of the Fizz Wallet, it is only offered in Quebec. Your Wallet is where you deposit and store money to cover Pay As You Go minutes, texts, minutes for international calls and roaming. Simply use your credit card to add funds to your wallet. The funds you deposit in your Wallet will not be spent unless: You decide to use them to Pay As You Go. Your plan only includes data. You will be able to use Pay As You Go make calls and send texts. You deplete your monthly plan and do not buy an Add-On. Funds in your Wallet will automatically be used to pay for calls and text. You cannot use the funds from your Wallet to pay for your monthly plan. Pay As You Go There are two key instances when Pay As You Go comes in handy: If you deplete your monthly plan before the end of your payment cycle, and you choose not to buy an Add-On to complete the month, your consumption will automatically switch to Pay As You Go. If you are travelling out of Canada, you can use Pay As You Go to pay for out-of-country data, calls, text and international calls. Learn about travelling and roaming with Fizz How much can I put in my Wallet? There is no minimum. But you may find it useful to keep money in your wallet as a backup in case you deplete your monthly plan. You can add up to $50 to your Wallet per payment cycle. The maximum amount of money you can store in your Wallet at any point in time is $50. How can I get back the funds