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STIR/SHAKEN is a set of procedures aiming to verify caller identity. They are intended to help combat unwanted calls received by members of the public. STIR (Secure Telephone Identity Revisited) is an acronym for a set of standards that allow a telecommunications service provider to verify the legitimacy of a caller’s number when a call is made. SHAKEN (Signature-based Handling of Asserted Information using toKENs) is an acronym for a framework that allows different operators to deploy the STIR protocol to authenticate calls made and received on the IP network. Why it’s important The STIR/SHAKEN standards involve different ways to indicate whether the caller number displayed on compatible mobile devices is trustworthy. The CRTC has required all Canadian telecommunications service providers to implement these standards to combat caller identity spoofing. Good to know: Spoofing is a technique that alters the caller ID information displayed on your phone to hide the caller’s identity. This technique is based on the principle that we are more likely to respond when we receive a call that appears legitimate (such as a local phone number). Spoofing can be used for unethical reasons such as deceptive telemarketing or fraud. There are times, however, when changing the caller’s identity is acceptable. A doctor for instance, calling to discuss a patient’s lab results may want to display the hospital’s number rather than their personal number. Under what conditions can a number be verified? Because the standards are being rolled out and are not yet supported by all vendors, not all calls are verified. A caller’s number can only be verified if it meets all of the following criteria: The standard is applied by both caller’s and the recipient’s telephone service provider. The voice call is made between individuals who subscribe to a Canadian telecommunications service. The call is

When are referral bonuses awarded? When your friend subscribes to Fizz using your referral code, both of your referral bonuses will be pending until your invited friend becomes a paying member. Same goes if you're the one who was invited: your bonus (and that of the Fizz member who invited you) will be pending. When the invited person completes their second monthly payment, they will receive their referral bonus. From there, the referral bonus of the Fizz member who made the invitation will be applied on their next payment. If you have multiple plans, your referral bonuses will be applied on the payment for your default main plan (the oldest plan in your account). You can change your settings under your profile to choose another plan. Once that change is done, any future referral bonus will be assigned to that other chosen plan. Learn more on how to invite friends, and get invited. What is the amount of the referral bonus? The amount of the referral bonus may vary depending on the provinces where the new member’s and the active member’s plans are activated, as well as the offer in effect at the time of subscription. For a mobile plan, the bonus is based on the date the invited person activates their SIM card. For a Home Internet plan, it’s based on the date the invited person subscribes and chooses their installation appointment. As an example: Someone in Quebec refers a person in Manitoba. Each will receive the referral bonus amount in their own region at the time of subscription. To find out the current reference bonus amount and how it works, please refer to these pages: Invite Friends with our Referral Program | Fizz Referral program: how do referral bonuses work? | Fizz How do I know when friends

With Fizz, you pay for your plan each month via automatic pre-authorized payments planned 72 hours before the start of your billing cycle. Example. Your payment cycle ends on the 5th of every month. The automatic payment of your plan therefore takes place on the 3rd of the month, and your new cycle starts on the 6th. If a payment fails, you’ll receive automatic reminders that will tell you what you need to do along with the deadline that applies, to pay for your plan yourself to avoid it from being suspended or even cancelled. Please note that Fizz is a prepaid service, and the payment date is fixed and cannot be changed. Additionally, no payment arrangements can be made. Please also note that the total amount of your bill must be paid in a single transaction — it cannot be split between multiple credit cards. My credit card is expired. You must update your payment method at least 72 hours before the end of your payment cycle to make sure your account is updated in time for your next payment. Before removing the card currently associated with your account, you’ll need to add a new one first. My Settings > Payment Methods > Add a new payment method Once your payment method has been updated in your Fizz account, you must associate it to each plan you want to pay with that card. That is not done automatically. My Plans > Manage Plan > Payment Method Can I use a prepaid card if my main card is no longer valid? Yes. If you don’t have access to a credit card in time, you can use a prepaid Visa or Mastercard (for example, a Vanilla prepaid card) to make a one-time payment. These cards are available at many major retailers

By linking your social media accounts to Fizz, you can: Use your social media account to log into your Fizz account Share My Rewards updates and Invite friends by sharing your Referral Code Here’s how to link and unlink your social media accounts: Go to My Settings in your Fizz account. Scroll to the menu below your usage update and select Social logins. To add a social media account If you are using a Twitch or Amazon account to log in, please note that as of November 2nd 2022, it won't be possible anymore. You can connect using the email address associated to your Fizz accout or another social network account. Slide the radio button to On to select a social media account. Then follow the process and enter your account’s login details. To remove a social media account Slide the radio button to Off next to the social media account you wish to unlink. Read more: How do I manage my Fizz account? How do I change my account settings?

The amount of data your phone uses may vary depending on how you use it, which native installations are running on it, and which applications you have installed. Some applications, native or not, can use your mobile data in the background. For example, cloud-based apps such as Google Drive or Apple iCloud could be using your data to automatically backup your photos, videos, and documents. Some streaming music or video services can also download content in the background. Fizz provides you with handy tools to keep you informed about your mobile data usage: A usage metre (visible when you first sign in to your account) tells you how fast you are consuming your minutes and your data, compared to the amount available in your plan. Notifications at 75%, 90% and 100% of your usage. Note: You must log into your account and activate notifications at 75% and 90% usage. If you do not, you will only receive a notification when you are at 100% of your usage. You can also check your mobile data usage directly via your phone. The steps to follow to check your data usage can vary depending on the type of phone you have. Here are two examples: Android: Settings → Connections → Data usage → Mobile data usage iPhone: Settings → Cellular → Cellular data usage Here are some examples of average usage: Type of service Bandwith Data Consumption YouTube UHD 4K: 6 to 10 Mbps 1080p: 4.5 Mbps 720p: 2.5 Mbps 480p: 2 Mbps UHD 4K: 2.7 to 4.5 GB/hour 1080p: 2 GB/hour 720p: 1.1 GB/hour 480p: 450 MB/hour Music streaming Audio quality: 320 Kbps Audio quality: 96 Kbps Audio quality 320 Kbps: 50 MB/hour Audio quality 96 Kbps: 44 MB/hour Video streaming (Other than YouTube) High video quality: 5 Mbps Medium video quality

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

The steps to prepare your phone for a return are crucial to protect your privacy, but also to allow the technicians to easily access your phone to inspect it. If we can’t access your phone to inspect it, you will be charged the administrative fee of $75 (plus applicable taxes), and your phone will then be returned to you. Download and install the latest software update For any warranty claim, the first mandatory step is to download and install the latest software update of the operating system. Check your phone afterwards. The download might actually resolve your issue. The process of updating your phone’s software can vary from one phone model to another. Here are two examples: Android: Settings → Software update → Manually download updates iPhone: Settings → General → Software update Save your personal data Save your personal data (pics, videos, texts, contacts, etc.) on an external source. You won’t be able to retrieve them afterwards. Fizz does not save your personal data, and offers no guarantee in this respect. You can download the content of your phone via iCloud, your Google account, your Samsung account or other. Check the procedure directly on the site of these platforms. This process may vary, depending on the type of phone. Here are two examples: Android: Settings → Cloud and accounts → Backup and restore → Back up data iPhone: Settings → iCloud → Backup Unlock the home screen You must disable the lock function for your phone’s home screen so technicians can easily access it to inspect it. This process may vary, depending on the type of phone. Here are two examples: Android: Settings (You can find Settings by tapping the cog icon) → Security → Screen lock → Enter your passcode to confirm you are you → None iPhone

Some text messages sent by businesses such as 2-step verification messages may not be sent to your phone properly. We continue to gradually roll out this type of service so that it operates optimally with as many companies as possible. 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 Troubleshooting: Make sure your plan includes text messages Log into your account to access the text message activation tool. If your plan does not include text messages, it will be impossible for you to send texts on your phone. You can adjust your plan up to 72 hours before the end of your payment cycle to add text messaging. This change to your plan will take effect at the start of your next billing cycle. You can also add minutes to your plan and use them immediately by buying an Add-On for local or long-distance calls. 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. Do you use a native application? Make sure you are using your phone’s native messaging app. If you are using a non-native application to send your messages, it’s possible that the issue originates with this app. These messaging apps may have their own server or messaging centre. Examples of popular messaging apps: WhatsApp Viber Line Mobile Messaging Snapchat Google Hangouts Voxer HeyTell Telegram Talkatone Etc. If your phone is an Android, test with the Google Messages app. Have you reached

Visual messaging now available at Fizz. Available for iOS and Android phones, Visual Messaging is included for free with the Voicemail option in your plan. You can listen to and manage your messages without having to "call" your voicemail. You own to have data to take advantage of it. To activate / deactivate your voicemail Make sure you have the voicemail option as part of your plan, and that your plan has minutes or else you will not be able to access it whether from your mobile phone or another phone. If your voicemail isn’t activated in your plan , you'll have to add the voicemail option. 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. This change will then come into effect when your next payment cycle begins. (Under: My plans > Manage plan > Make changes to this plan > Change plan > Visual messaging) To access your voicemail To access your voicemail, hold the ''1'' key on your phone for a few seconds. For many phones, holding the ''1'' key the speed dial option to reach voicemail. This may vary between different phone models. The speed dial setting "1" to access voicemail (1-514-647-0999) may vary from one phone to another since it depends on each model’s operating system. Additionally, this setting may not be editable in all phones. If you are forwarding your calls to another number, the voicemail won’t pick up the call. Voicemail access is available when you are outside Canada and the United States by using a Voice Travel Add-on. To reset or change your PIN Modify your access code (PIN) directly via your voicemail, or online from your Fizz account (Under: My Plans > Manage My Plan > Advanced Settings > PIN