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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 108 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

Issues with your Internet? Select Network scan in the tools section of the Fizz Wi-Fi app to diagnose and fix issues with your Wi-Fi network. Reminder: Use the same credentials as your Fizz account to log into the app. Open the Fizz Wi-Fi app To download the Fizz Wi-Fi app: @media screen and (max-width: 600px) { .card {padding:16px!important;} .card .btn {display: block!important;width: 100%;} } .card, .card * { box-sizing: border-box; } .card p {margin:0;padding:0;line-height:24px} .card h6 {margin-bottom:4px;line-height:24px} .card .btn {margin-top:16px;margin-bottom:0px;} .card .app {margin-top:8px;margin-bottom:0px;} .card .caption {margin-top:16px;font-size:12px;line-height:16px;} .card { background:#BAEAFA; border-radius: 6px; padding: 24px; display: flex; margin-bottom:48px; align-items: flex-start; justify-content: flex-start; position: relative; box-shadow:0px 1px 4px 0px rgba(25, 25, 25, 0.15); } Identify potential sources of interference The waves in your Wi-Fi network may be attenuated by various obstacles and sources of interference, causing speed drops and partial or complete disconnections of your internet connection. Sources of interference include: Nearby Wi-Fi networks Surveillance cameras Baby monitors Microwave ovens Etc. Obstacles to Wi-Fi waves include: Construction materials (concrete, aluminum, etc.) Heated flooring Mirrors Windows Etc. Recommendation: If you are unable to change your environment to limit sources of Wi-Fi signal attenuation, it would be better to use a network cable (RJ45). A cable is included in the original box of your Fizz Wi-Fi modem. Restart your Wi-Fi modem Unplug the power cable on your Wi-Fi modem. Make sure all the lights on the modem are off once you have unplugged it. Wait ten (10) seconds. Plug your modem back into the electrical outlet. Expect 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. Test each of the two (2) frequency bands of your Wi-Fi modem

If you wish to unsubscribe from Fizz Home Internet, go here : How do I unsubscribe from Fizz Home Internet? Before we say our farewells, let's check a few things so we make sure Fizz is working for you, and your wallet. Are your My Rewards upgrades activated on your mobile plan? Based on your My Rewards level, you can enjoy free data and even a rebate on the price of your plan. Every month. Check my upgrades. Is there a plan or price that would better fit your needs? If so, just make the switch in your account. All Fizz members have access to posted prices. No need to negotiate. You can change your plan every month if you want. How to modify my plan. Do you know anyone who is looking for an Internet or mobile provider? The idea here is to get yourself some referral bonuses applied as a reduction on your upcoming Fizz payments. Share your referral code with as many friends as you want. You may even end up not having to pay for your own Fizz services. Reveal my code. If this really is goodbye. We’re sorry to see you go. You can unsubscribe from your plan at any time, but the cancellation will officially take effect at the end of your current payment cycle. You will not receive any pro rated refund. Fizz is a prepaid mobile service, and the choice to cancel before the end of your cycle is yours. For example, if you unsubscribe on day 1 of your payment cycle, your plan will be officially closed in 29 days. The only exception is if the cancellation occurs during the trial period. Any money in your Fizz wallet will be automatically refunded at the end of your payment cycle. If you

How Fizz TV works Fizz TV delivers television by IPTV which means your TV channels are delivered over your Fizz Home Internet connection. There is no terminal. Fizz TV works through a multiplatform app which you download on a compatible device. You can then watch your content on that device or cast it onto your smart TV. With your Fizz Internet subscription, your TV plan allows up to five (5) simultaneous viewings across your house and devices. An error message will appear if you try to start a 6th simultaneous viewing. Guide The guide function will display the programs scheduled for different channels. Select Guide from the main menu to access the Guide at any time. Explore live content, previously aired content, and future programming through the Guide. Guide filter preferences can be configured to view only the content you want in your Guide. There are four (4) primary options available for filtering Guide content: All channels: All channels offered on Fizz TV, including those you are not currently subscribed to. Subscribed channels (default): The channels included in your Fizz TV plan. My TV: The channels you selected as your favourites. Lookback channels: All channels available in your plan with the lookback functionality. A genre filter (Sports, News, etc.) can be layered over these filters. Good to know My TV: You may select your favourite channels for quick access. Favourite channels can be set to appear exclusively in the Guide, or can be accessed at any time from My favourites. Lookback TV: You may scroll back in the Guide to access previously aired programming on a large number of channels up to 72 hours after the original airing (channel dependent). If the title is grayed out, it means that the content is not available to rewatch. On demand content With

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

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

The delivery of your package, whether it is a SIM card, a phone or a Wi-Fi modem, is done by a third party. The delivery date indicated on your order summary is for reference only; Fizz cannot guarantee a specific delivery date. Important: The scheduled delivery date cannot be changed. What are the delivery times for a SIM card or a device? You should plan between 2 to 5 working days for the delivery of a SIM card. Deliveries are made from Monday to Friday between 8:00 am and 5:00 pm. If the delivery time includes a holiday, it will take an extra day for delivery. For a phone or Wi-Fi modem, you will receive an email with a tracking number to follow your package. To check the status of your delivery: Log into your account and go to My settings > Order history > View Details Click on the shipment number to view your delivery details on the courier's website. Good to know: for Planète Courrier, go to "click for more info" and enter the postal code of the delivery address to see the delivery details. An issue with your delivery? Contact the courier directly. If their team can't help you, contact us by chat and we'll see what's the best way to help you. I missed my delivery of a phone or Wi-Fi modem. What should I do? Instructions to follow will be available in your Order History. From your Fizz account, go to My settings > Order History > View Details Click on the shipping number to access the courier instructions. You may need to schedule a new delivery attempt, or need to pick up your package yourself for example. Particulars for the delivery of a phone or a Wi-Fi modem. If you are expecting delivery of

Does your plan contain Visual Messaging and Data? Your plan must include the Visual voicemail option, as well as data. Your phone must also be properly configured. How to add the Visual voicemail option and/or data to my mobile plan How to configure my phone for Visual voicemail Restart your phone 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. Android members Make sure your APN is properly configured For visual messaging to work properly, the APN of the Android device must be configured properly. How to configure the APN of your Android device Did you grant the requested authorizations? During the installation of the app, authorization requests were presented to you. If you did not grant the required permissions, Visual voicemail won’t work properly. You must download the app again and go through the activation steps once more so that this time you grant permission. Have you tried to uninstall and reinstall the app? Completely uninstall the application from your phone and reinstall it. Be careful not to just remove the icon from the home screen. You really need to uninstall and remove the app from your phone. iPhone members Is your version of iOS up to date? 1. Install the latest software update. Connect to a Wi-Fi network Download the latest iOS software update 2. Update the carrier settings. Once the software update is done, your iPhone will offer a carrier settings update. Make sure you accept it. Did you follow the Apple instructions to configure Visual voicemail? The setup steps are on the Apple website, as are troubleshooting instructions. See the detailed instructions from Apple

Due to the current context at Canada Post, there may be additional delays in receiving the return of your Fizz modem. Rest assured that your cancellation request will be processed without any issues. We appreciate your understanding and patience. Before we get into the swing of things, know that based on the date you unsubscribe from your Home Internet plan: You have 15 days to return your Fizz Wi-Fi modem (and its power cable). Failure to do so means you will be automatically charged the modem replacement fee, as per your Services agreement. If you are charged this amount but do end up sending us back the modem, then no worries, you will be automatically refunded. Once your modem is returned, it will take (approximately) 4-6 weeks to receive, if applicable, your prorated refund for the monthly fee you paid based on the days left, if any, in your payment cycle. Pack the modem carefully Important: Make sure that nothing is taped on the modem, and its barcode is legible. Find a box that is not too big to make sure the modem is snug and not tossed around. A box of size 12 ¼ x 9 ¼ x 5 ¼ inches is ideal. The box must also be sufficiently sturdy, so the modem is well protected. Canada Post has guidelines on the best way to wrap a package for shipping . Have your return ID number handy Download, print or write down your return ID number. Canada Post will need this number to print your free return label. Hint: The return ID number is written right under the barcode: There are two ways to find your return ID number: In the confirmation email you received when you unsubscribed from Fizz. In your Fizz account: Once signed in, go to