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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-4G 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-4G network. The opportunity to use the LTE-4G 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

Are you more the visual type? Our pretty video summarizes the content of this FAQ. Grab your coffee, sit back and watch here: Before you start. The most important thing to remember to transfer your phone number over to Fizz is that your plan with your current provider must still be active. Fizz will disconnect your old provider during the transfer process. 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. Your phone number must be a mobile number. If it's associated with a landline or VOIP, it cannot be transferred over to Fizz. If you encounter an issue with any other type of number, please contact us using the chat bubble at the bottom right of this page so we can verify everything with you. If your number starts with an area code outside the Fizz subscription area , your number cannot be transferred. Important: the voice messages you saved when you were with your other provider will be lost and this even if you transfer your phone number over to Fizz. You need: Your account number. Check your most recent bill from your current provider. See account number formats. OR The IMEI of the active device with your old provider. To find it, 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. Last but not least, get yourself a Fizz SIM card. Where to buy a SIM card. Good to know: if your phone is compatible with eSIMs, our eSIM is free, and ordering, installing, and

What a joy to get you back. Reactivating your package is done online, directly from your account. Ready? Please note that a plan cancelled during the trial period cannot be reactivated afterwards. For a mobile plan Log in to your Fizz account and go to My plans. You’ll see your plan there if it was deactivated less than 60 days ago. Click Reactivate and follow the steps. If you still have your SIM card, you can reuse it to reactivate your plan. You will need the activation code. However, if you have transferred your number to another provider, you will need to re-subscribe to Fizz's mobile service. During the re-subscription process, you will have the option to transfer your number back to Fizz. If you are in the process of transferring to another provider, you must first complete this process. Then, you will need to re-subscribe to Fizz's mobile service and you will have the option to transfer your number back to Fizz. IMPORTANT : – It is not possible to reactivate a plan by adding funds to your wallet. – If your mobile plan has been deactivated for more than 60 days, it cannot be reactivated, even with the help of an agent. You will need to create a new plan, but you can keep using your current SIM card. Create my plan For a Home Internet plan Log in to your Fizz account and go to My plans. You’ll see your plan there if it was deactivated less than 30 days ago. Still have your Fizz Wi-Fi modem? Click Reactivate and follow the steps. Make sure you have the serial number of your modem handy. After completing your reactivation, restart your modem. You cannot reactivate an internet plan (or activate a new plan) using a Fizz modem associated

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. There is a lifetime limit of two (2) 15-day returns per account. 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

Private messaging can be a useful feature if you’re trying to help or communicate with a friend in the Fizz Community. Private messages are enabled by default when you log into the Fizz Community. To disable private messages in the Fizz Community: Log into your Fizz Account. In the top navigation, click on Support and select Community. Click on your username. Click on Edit profile. Uncheck Private message system. Click Save. To enable private messaging, follow the steps above. In step 4, check the box next to Private message system and click Save. Read more : How do I post a question on the Fizz Forum? How to enable and disable your Fizz Forum private messages? How do I earn points and badges on the Fizz Forum? How do I log into my Fizz Forum account? I forgot my password. How do I reset it? How does the Fizz Forum work? What’s my role in the Fizz Forum? How does the search functionality work?

When you subscribe to Fizz Home Internet, you will see three items in your order summary: Your home internet plan: This amount is paid when you subscribe but the plan period will start only after your installation. Self-installation or VIP installation: This is the fee for delivery and possible installation of your Wi-Fi modem, depending on which installation option you chose during subscription. Referral code: If you were referred by another Fizz member, here is where you enter their Referral code so you can benefit from the Referral Bonus. What is the Fizz Referral Program?

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 400 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

The SIM card (subscriber identification module) is a chip with information that identifies you and connects your phone to the Fizz mobile network. It can be a physical SIM card or an eSIM (if your phone is compatible of course). If you are looking to activate a SIM card for a new plan, and not an existing plan that is already active in your account, head this way > https://fizz.ca/en/faq/activate If you lose or break your SIM, your mobile plan will no longer work. And since your SIM is associated with your plan, it’s important to follow the right steps to replace it. Same goes if you lose your phone. You must change your SIM and associate a new one with your mobile plan. Good to know: You can switch from a physical SIM card to an eSIM, or from an eSIM to a physical SIM card. Important: Once your new SIM is activated, the old one that is currently associated with your plan will be automatically deactivated. If you still have an old VoLTE SIM card that was deactivated, you can use it. How to replace a Fizz SIM If you need to replace your Fizz SIM card for a VoLTE SIM card, but haven’t received it in the mail yet, please contact us. One of our agents will confirm your address with you and can send you a new one, free of charge. You must go through an agent in order to get the SIM card free of charge. 1) Sign in to your account The steps to follow automatically succeed one another in your Fizz account. Go under My plans > Manage plan > Change my SIM . From there, you can choose the eSIM or order a physical SIM card. Having issues connecting to your account

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. Unable to sign into the Fizz TV app from your device Start by checking if the device you are using is connected to your Fizz Home Internet. The credentials for the app are the same as those for your Fizz account. Did you change your password for your account at Fizz.ca recently? If so, it’ll have changed for the Fizz TV app as well. Is the app up to date? Install any pending application updates. Verify if the problem occurs when using a different device. Did you block Internet access on your device? Check your Wi-Fi network’s parental control settings. If your device is blocked and cannot use your Wi-Fi network, Fizz TV will not work on it. No Internet means no TV. Make sure you are not using a personal router and that you are properly connected to your Fizz modem. App keeps loading If you are unable to access the Fizz TV app because it’s stuck on the loading indicator, here are possible solutions that may help you out: Check your Internet connection. Are other apps working properly? Make sure the device on which you are watching your content is not connected to a VPN (virtual private network). Log out and then log back into the app. If all fails, reinstall the app. Guide is empty If you’re accessing the Guide and you don’t see any show or content, check the following: Are there pending updates for the Fizz TV app? Is the device connected to the Internet? Make sure the device is not connected to a VPN (virtual private network). If all fails, reinstall the

Depending on your privacy settings inside the Fizz community, other members may (or may not) be able to search for you, add you as a contact, and gift you data. When a Fizz member searches for another member inside the community, they will see your first name and phone number. They will never see your full name, email address or other identifying information. How to change your Fizz privacy settings: Go to My Settings in your Fizz account. Scroll to Settings. Click on Privacy. Here you can select one of three privacy options: Full Fizz Experience: By default, other users can search for you, add you as a contact and send you gifts. Private: You can receive gifts from everyone. You cannot be searched or added as a contact. Incognito: You do not accept gifts and cannot be added as a contact. You are incognito and cannot be found via search.