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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

If it’s a physical break If your phone suffered from physical damage, this unfortunately won’t be covered by the manufacturer warranty. You could consider having your phone repaired: Every manufacturer has a list of authorized repair locations. Check their website to locate the one nearest you. A quick search on the Internet will also help you find other repair shops. Or else, you can always use your Fizz SIM card in another phone since your plan associated with it remains active. Perhaps you know someone that can help you out? Or, use this opportunity to upgrade your phone model. Fizz offers great options, both new and Preloved. How to buy a phone at Fizz Restart your phone Reboot (power cycle) your phone by holding down the phone’s power button for 10 seconds. If it’s a timely issue with the operating system or an app, the phone will be able to reload everything to work properly. If the phone is frozen, and you cannot restart it, try a force restart. The key sequence to complete a force restart can vary from one phone model to another. It’s usually a simultaneous combination of keys. To know the one for your phone, make an Internet search using the keywords that correspond to your phone. Ex. Force restart Samsung S10 Restore your phone to its factory settings IMPORTANT: Save all media, contacts, apps and text messages that are archived and want to keep before proceeding. Some of your phone’s parameters will need to be reconfigured after: mobile data blocking, NPA, Wi-Fi settings, Bluetooth function etc. The steps to follow to reset your network settings will vary depending on the type of phone. Here are two examples: Android: Applications → Settings → General management → Reset → Reset settings → Click on Reset settings iPhone

Visit this section of our website for all the details on our TV service. You can subscribe there, or directly here, or in your account at Fizz.ca > My plans > Add a TV plan. Compatible devices The app is available on Google Play, the App Store, Roku and Amazon Fire TV. It can also be downloaded directly onto a compatible smart TV. Good to know: Any device you use that is compatible with Fizz TV must have its region/location set to Canada. It is important to set the location to Canada on your streaming device too. APPLE iPhone, iOS 13+ iPad, iPadOS 13+ Apple TV, tvOS 13+ macOS Requires macOS 11.0 or later and a Mac with Apple M1 chip or later ANDROID Android Mobile, Android (Mobile) OS 8+ Android TV, (certified) Android (TV) OS 9+ AMAZON Amazon Fire, Amazon Fire TV, Fire OS 5+ CHROMECAST DEVICE New generations with Google TV ROKU Roku, Roku OS 9.2+ SMART TELEVISIONS LG Smart TV LG from 2018 with WebOS 5.0 support and higher Samsung Smart TV Samsung Smart TV with Tizen 7.0 and Tizen 8.0 except: Tizen 7.0: Models beginning with K1L Tizen 8.0: Models UCU8000TL_PML,UCU8000_PML,UCU800M_PML,UCU80MD_PML Tizen 8.0: Models K3LDCU, K3LDCU_REF, K3LDCU, K3LDCU_REF, K3LDCU_LWE, K3LDCU_LWE Note: If your smart TV is not compatible with Fizz TV app, you have the option to connect a streaming device like Apple TV or Amazon Fire Stick to your TV to enjoy the service. Most televisions marketed after 2024 are compatible with these devices. To connect a device STEP 1 - Download and install the Fizz TV app on your device. Make sure your TV plan is live and your device connected to your Fizz Home Internet network, and not to a VPN or public Internet. Search for the Fizz TV app on your device

Requirements Before you dive in and subscribe to our TV service, please note the following important requirements. A Fizz Home Internet plan of 30 Mbps minimum. Fizz TV is available to Fizz Home Internet members in the province of Québec. Fizz delivers television by IPTV which means your TV channels are delivered over your Internet connection. The speed you choose for your Home Internet plan will therefore have an impact on the rendering of your TV service. The minimum recommended is 30 Mbps. Don't have an Internet plan yet? Follow this link to subscribe to Internet and Fizz TV at the same time: Subscribe to Fizz Home Internet and Fizz TV A compatible device. Once subscribed to Fizz TV, you must download the Fizz TV app on a compatible device to access and watch the channels you selected as part of your TV plan. As such, make sure to check the list of compatible devices beforehand. Good to know: A maximum of one (1) TV plan per Fizz account is allowed. Know that Fizz services unfortunately cannot be used for commercial purposes or in the operation of a business. Subscribing Visit this section of our website for all the details on our TV service. You can subscribe there, or directly here, or directly in your account at Fizz.ca > My plans > Add a TV plan. The on-screen steps are easy to follow, but there are a few things worth mentioning. Fizz TV is only offered to our Internet members. If you don’t have a Fizz Home Internet plan, you can subscribe to both our Internet and TV services at the same time! As soon as your Internet plan is active, your TV plan will be automatically activated. Good to know: If you have a Fizz Home Internet plan but

The pilot project involving the use of a Wi-Fi extender with one's residential Internet package for three (3) months is by invitation only. Selected Internet members have been contacted by email. By replying YES to the invitation email, participants agree to receive the Wi-Fi extender and to complete the two (2) surveys that will be sent to them. Implications Fizz sends to participants an ARIA 2210 Wi-Fi extender valued at $100. Participants must install and use it for a period of three (3) months with their Fizz Home Internet plan. Once the pilot project is completed, participants keep the Wi-Fi extender. In exchange, participants agree to provide feedback on their use of the Wi-Fi extender via two (2) email surveys. Important: Resale of the Wi-Fi extender is prohibited. This pilot project and the comments received through the surveys remain confidential. During the pilot project, Fizz cannot be held responsible for any breakage, failure or deterioration of service due to the use of this Wi-Fi extender. How to install the extender 1 Download the updated version of the Fizz Wi-Fi app: 2 Open your Fizz Wi-Fi app. On the main page, tap on “My network topology” or find the button at the top left of the screen and select My networks. Then, select “Add an extender”. Follow the on-screen instructions to connect the ARIA2210 to your existing Wi-Fi network. The best location for your Wi-Fi extender Because you want your extender to receive a strong signal from your Fizz Wi-Fi modem, things to consider include: Make sure your Wi-Fi modem is in the main room of your home. If your home has several floors, place your extender on the floor over/below your modem. Make sure your extender connects to the 5G band. This means placing your extender only 1 or 2

Restart your phone Reboot (power cycle) your phone by holding down the phone’s power button for 10 seconds. If it’s a timely issue with the operating system or an app, the phone will be able to reload everything to work properly. If the phone is frozen, and you cannot restart it, try a force restart. The key sequence to complete a force restart can vary from one phone model to another. It’s usually a simultaneous combination of keys. To know the one for your phone, make an internet search using the keywords that correspond to your phone. Ex. Force restart Samsung S10 Install the latest update Download and install the latest software update of your phone’s operating system. This update is usually available via your phone’s menus. The steps to get the latest update can vary depending on the type of phone. Here are two examples: Android: Settings → Software update iPhone: Settings → General → Software update App issue Try uninstalling any app you recently installed on/in your phone. An app that is corrupted or developed with a bug could be slowing down your phone or cause it to freeze. In this situation, waiting for a revised version of the app from its provider will be necessary. Restore your phone to its factory settings IMPORTANT: Save all media, contacts, apps and text messages that are archived and want to keep before proceeding. Some of your phone’s parameters will need to be reconfigured after: mobile data blocking, NPA, Wi-Fi settings, Bluetooth function etc. The steps to follow to reset your network settings will vary depending on the type of phone. Here are two examples: Android: Applications → Settings → General management → Reset → Reset settings → Click on Reset settings iPhone: Settings → General → Reset → Erase all

Good-to-know info about Fizz mobile services. Because no one can know everything about something, we tried to group interesting details about our mobile services. You know, those little details that just seem hidden somewhere? Well, here you go! Coverage Consult the interactive map Even if you live within our coverage area, that doesn’t mean you can subscribe to Fizz mobile services. You must live within the subscription area. The coverage area you choose determines the expanse of the calls and texts included in your plan. If you choose the Canada coverage for instance, you can make or receive calls anywhere in the country. But with a Quebec coverage, a call made or receive from Vancouver for example would not be included in your plan, and you’d have to buy a Travel Add-on. If you chose unlimited calls when creating your plan, you can make or receive as many calls as you like when you are within your coverage area. Hawaii, Alaska and Puerto Rico are included in the Canada + U.S. coverage area. Exception if you are new to Fizz: The name of the network indicated on your phone will not initially say Fizz. Instead, you will see Fizz EXT. We are aware of this situation and are working to address it. Rest assured, your phone is not roaming, and you will not incur any charges. Simply restart your phone 72 hours (that’s 3 days) following the activation of your SIM card, and all will be in order. The telecoms industry, including Fizz, is working to establish a 5G network across the country. Until then, the LTE-Advanced network on which Fizz operates is extensive and reliable, as well as being more than enough for mobile service needs. 5G is a fascinating technology that will enable advances in many sectors. For

Adding a credit card or updating your payment method is easily done via your account. If your credit card is about to expire, you’ll receive a notification from us in your account, as well as a text or email based on your communication preferences. You must add a new credit card before removing the one currently associated to your plan(s). Any change to your payment methods must be made in accordance with the plan change policy detailed on https://fizz.ca/en/plan-change-policy to be considered in time for the next payment. In summary, a freeze period is in effect 72 hours (3 days) before the end of your payment cycle, during which time no changes can be made to your payment method or plan. Once a payment method has been added or modified in your account, don’t forget to associate it with each plan you wish to pay with this card. The association is not done automatically. To add a payment method. To remove the credit card currently associated with your plan, you must first add a new credit card. Log into your account. Under My settings > Payment methods, click on Add a new payment method. IMPORTANT When you enter your payment method information, the billing address associated with your card must be 100% identical and correspond to the address you declared to your bank for that card. The service you subscribe to, however, can be at a different address than the one on the credit card used. Pay attention to the following items: The name of the street (Ave, avenue) Special works (Saint, St, Ste) Hyphens Spaces Spelling Once a payment method has been added or modified in your account, don’t forget to associate it with each plan you wish to pay with this card. The association is not done automatically

Is the coverage adequate? Make sure you are in a zone that has adequate coverage. See our network coverage map The Fizz mobile network, like the vast majority of mobile service providers in Canada, is broadcast from fixed antennas on the ground. It’s normal that the signal will be affected in some places by natural and artificial obstacles. Artificial obstacles may include: Concrete Steel Aluminum Natural obstacles may include: Mountains Valleys Forests Restart your phone If the network signal is weak, your phone may be connected to an antenna that is not in an optimal location for you to access the network. Reboot (power cycle) your phone by holding down the phone’s start button for 10 seconds. Following your reboot, your applications will load. Your phone will then re-authenticate to the Fizz mobile network and potentially recover its authorization to access the network. Is the Fizz network chosen? Make sure your phone is configured to automatically select the Fizz mobile network. IMPORTANT: Before starting this process, make sure the SIM card is inserted in your device. Otherwise, the Mobile networks menu will not be visible. The steps for enabling your device to automatically select a network varies depending on the type of phone. Here are two examples: Android: Settings → Connections → Mobile networks → Network operators → Search networks → Automatic/Fizz iPhone: Settings → Operators → Automatic/Fizz Note: If the Fizz network is not optimal where you are, you may try to temporarily connect to our wider area network. How to access the Fizz wider area network The position and distance of our partners’ antennas may differ from ours — your mobile experience may improve at locations that are problematic for the Fizz network. Reset your phone’s network settings IMPORTANT: This operation will also reset your WiFi settings, mobile