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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. Pay as you go tarifs depends on whether you’ll be using it for usage inside or outside your coverage zone. Inside your coverage zone To use pay as you go for texts, calls or international calls when inside your coverage area: Go to My Plans in your Fizz account. If you have more than one plan, scroll to the plan you wish to modify. Click the Manage button. This will open the Manage interface. Click on Wallet. Remember: Pay As You Go works only if there are funds in your Wallet! If your balance is empty or low, click on Add money to your wallet Outside your coverage zone To use pay as you go for data, calls, text and international calls for roaming outside your coverage zone: Go to My Plans in your Fizz account. If you have more than one plan, scroll to the plan you wish to modify. Click the Manage button. This will open the Manage interface. Click on Travel. Enter the name of the main country you will be travelling to (If you’re visiting more than one country, tell us where you will be spending the most time.) On the next screen, select Pay As You Go. You will see different Pay As You Go rates for your Zone. Click Add Money to My Wallet (if you need to add funds to your Wallet). This will take you into the Pay As You Go interface to add more funds to your Wallet. Read more: I want to know when my usage will switch to Pay As You Go. How do I know when my

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

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

If you selected a new phone number... Your plan will be active in a matter of minutes. Be patient. We’ll send you a text when everything is ready to go. If you transfered your number from another provider... Your plan will be activated within 2 hours. In the meantime, you can use Wifi and data from your plan and you can make (but not receive) calls and texts. We’ll send you a text when your plan is 100% ready to go. You will receive updates on your number transfer in your account notifications. How to check your notifications What to do if you have issues with transferring your number Read more : How to verify that activation was successful Activation: How do I transfer my current phone number to Fizz? Activation: How do I choose a random phone number? Activation: How do I choose the last 4 digits of my phone number

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

Reading your Usage Meter When you log into your account, the first thing you will see is a Usage Meter, which tells you how quickly you are using up the data left in your plan. If the metre is: Green: You’re in great shape and will likely make it through your payment cycle without needing an Add-On, plan change or Pay as you Go. Yellow: You’re going through data or minutes more quickly than expected. Use data or minutes more carefully until the end of your cycle or you may run out. Red: You’re in danger of running out of data or minutes before your payment cycle ends. To make sure you don’t run out, you may want to change your plan, buy an Add-On or add money to your Wallet to Pay as You Go. Gray: Your plan is paused. Plans can be paused for several reasons: You ran out of data or minutes: Buy an Add-On or Add funds to your Wallet You are behind on a payment: Pay any outstanding balances on your account You paused the plan yourself (lost or stolen): Reopen your plan Your account been impacted by fraudulent activity: Contact the Fizz fraud team What to do if your plan is running out of data or minutes Buy an Add-On An Add-On is additional usage — it could be data, minutes & text or minutes for international calls — that you can use right away. You may want to buy an Add-On if you’re running low on monthly data, or if you want to add a feature that’s not part of your monthly plan. It will expire at the end of the following payment cycle. Login to your account to buy an Add-On Learn more about Add-Ons Add money to your Wallet When yourplan

You can change your plan directly in your account on Fizz.ca. Changes will go live come your next payment cycle. For example, if your cycle renews on the 12th of each month and you change your plan on July 13, the change will take effect starting August 12. You will benefit from your new plan starting on that date. Freeze period This period starts 72 hours (3 days) before the end of your payment cycle. For Internet and TV You cannot change your plan during the freeze period. Plan ahead! For mobile During the freeze period, only one change request is allowed, as long as none has already been made in your cycle. Before this period, you can request plan changes as often as you like. If your payment has already gone through, that amount will be refunded and your new plan will be billed in full. If your payment has not yet gone through, it will be canceled and your new plan will be billed in full. How to know if you’re in your freeze period? Go to your account > My plans. Just below your monthly price, you’ll see the number of days left in your payment cycle. When unsubscribing from a plan, the freeze period does not apply. You can proceed at any time. To change your plan: Log in to your account on Fizz.ca and go under My plans > Manage plan > Change my plan. As you change your plan details with the online tool, you will see your new monthly fee in the box below. When you like what you see, save your changes. Important: Any change to your plan must be made in accordance with the plan change policy detailed on https://fizz.ca/en/plan-change-policy. Important: Any change made to your plan, such as adding or

To return your phone under the 15-day return policy, you must submit your request online within 15 days of the date on which you received your phone . Once that delay has expired, the 15-day return policy will be expired, and you will no longer be able to return your phone for a refund. To return your phone under the 15-day return policy, your mobile data usage must not have exceeded 50% of the data included in the mobile plan associated with that phone. Note: members with an approved disability attestation have a 30-day trial. Specific conditions There are several conditions and important information you must know and accept before returning your phone, including the presence of an administrative fee if your return request is denied. See all the conditions The following additional conditions are specific to the 15-day return policy: You must send back your phone with all its accessories, including the charger and the original box. The phone must be like new. It wasn’t dropped. There is no scratch or any physical damage to the case, screen, buttons or connectors, camera lens and/or flash. In the case of a refurbished phone, it’s in the same condition as when you bought it from Fizz. One (1) return per account per year is allowed under the 15-day return policy. Beyond that number, we won’t be able to honour any return request. Returning my phone The process in a nutshell: A return request must be submitted online via your Fizz account under My phones/Manage my phone/Return my phone. You’ll be guided step-by-step through important information and conditions which you’ll need to certify and confirm (by checking a box) before returning your phone to Fizz. Read the conditions and important information Make sure to follow the instructions to prepare and package your

With the Fizz Wi-Fi app and another device If you used the Fizz Wi-Fi app with another device, you’ll be able to share your password from that device. Take this other device, and open the Fizz Wi-Fi app. On top of the screen, click on Share Wi-Fi. From there, you’ll have several choices to share your Wi-Fi network. With your mobile If you have a mobile phone connected to your Wi-Fi network, follow these instructions : Make sure you're connected to your Wi-Fi Network. Open Settings Click on Connexion (or Wi-Fi on iOS) Click on Wi-Fi Click on the gear wheel icon located on the right of your network's name (or on the i on iOS) Click on the eye to unveil your Wi-Fi network password (or on Password on iOS) With a computer If you have a computer connected to your Wi-Fi network, follow these instructions Make sure you're connected to your Wi-Fi Network. Open the list of available Wi-Fi networks. Select Network and Internet Settings. Click on Network and Sharing Center. Select the Internet connection named as your Wi-Fi network. Select Wireless Properties. On the Security tab, click to show the characters. As a last resort If none of the above options work out for you, your last resort option is to 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 seconds. CODA-4680 model: the reset button is located behind the Wi-Fi modem. CODA-5610Q model: the reset button is located under the Wi-Fi modem. ​​​​​​​ Using a small, sharp object, press the reset button located behind