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When you are outside your usual coverage area and try to use your phone, you must connect to a mobile network that is available in that location and compatible with your device. If you are traveling, here are your roaming options. Troubleshooting: Is there mobile data in your plan? If your plan does not include data, you will not be able to connect to the Fizz mobile internet network. 1. You can adjust your plan to extend you data coverage to all Canada or Canada+US : this change comes into effect at the start of your next billing cycle. 2. You can also add data to your plan and use them right away by buying a Travel data Add-on. 3. Remember that you can also access the internet by connecting to a WiFi network. 4. If you are travelling, depending on the country you are visiting, you may be able to add money to your wallet to pay as you go. For more details, consult this FAQ : I’m travelling outside my coverage zone. What are my roaming options? Is your mobile data activated? Activate mobile data on your phone. Your phone has a software switch that allows you to connect or disconnect from the Fizz mobile network. By doing this, you can allow or prevent your phone from using mobile data. The steps to follow to enable your phone to use mobile data vary depending on the model of your phone. Here are two examples: Android: Settings → Mobile network → Mobile data iPhone: Settings → Cellular network → Cellular data The steps to follow to activate mobile roaming data vary depending on the model of your phone. here are two examples: Android: Settings → Mobile network → Roaming iPhone: Settings → General → Cellular → Options → Data

Please let us know if there’s a problem with returning your Wi-Fi modem. To contact Customer Service, simply click on the chat bubble in the bottom right corner of this page. You can access the bubble chat within our business hours. If you return a modem that is in poor condition, or if we receive a box that does not contain your modem, you will be charged a $225 (plus applicable taxes) modem replacement fee and/or $60 for delivery by a technician. If a refund is due to you, this amount will be deducted from the amount due. To learn more about the process of unsubscribing from the Internet service, please refer to this FAQ.

Important: the 3G Network is retiring. Since July 31, 2025, the 3G network withdrawal has begun. If you are experiencing difficulties making or receiving calls, this could be related to the VoLTE compatibility of your equipment. To understand this transition and check the compatibility of your phone and SIM card, please consult our FAQ on the importance of VoLTE . Before starting the troubleshooting steps, here are a few points to consider : If you’re having difficulty receiving phone calls (but can make calls) see: My phone isn’t receiving 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 Fizz network, you can connect via our partner network. Learn about accessing our partner network If you are outside Canada and the United States, please note that it is not possible to make or receive calls. This service is not available outside these two countries. I’m travelling outside my coverage area. What are my options? Troubleshooting: Make sure you have minutes If your plan does not contain any minute, you will not be able to make or receive calls on your phone. Several options are available to you in My Account under ''Manage plan'' to regularize the situation: Add-ons (Immediate) Wallet (Immediate) Make changes to this plan (At the end of the payment cycle) Restart your phone Reboot (power cycle) your phone by holding down the phone’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 phone 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

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: the 3G Network is retiring. Since July 31, 2025, the 3G network withdrawal has begun. If you are experiencing difficulties making or receiving calls, this could be related to the VoLTE compatibility of your equipment. To understand this transition and check the compatibility of your phone and SIM card, please consult our FAQ on the importance of VoLTE . 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