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Wireless and Internet Code is a mandatory code of conduct created by the Canadian Radio-television and Telecommunications Commission (CRTC) to make it easier for Canadians to understand their rights and responsibilities related to their service contracts. The Wireless Code The CRTC's Wireless Code, which came into effect in December 2013 and was updated in December 2017, establishes requirements that all Canadian wireless providers must meet for, most notably, cancellation fees, limits on data & roaming charges, unlocked Mobile phones, trial periods and the language used in your contract. For more information about the Wireless Code, please visit CRTC's website. Customers with accessibility needs are encouraged to watch The Wireless Code and Your Rights as a Canadian Wireless Consumer. The Internet Code The Internet Code, effective January 31st 2020, is a mandatory code of conduct created by the Canadian Radio-television and Telecommunications Commission (CRTC) to make it easier for Canadians to understand their rights and responsibilities related to their Internet service contracts. The Code is mandatory for large providers with facilities which provide retail fixed Internet access services to residential customers . For more information about the Wireless Code, please visit CRTC's website. Customers with accessibility needs are encouraged to watch The Internet Code videos. Read more: How to contact Fizz Do you offer services that are adapted to my disability? Resolving issues

Once you’re a member, we’ll assign you your very own unique referral code. You’ll then be able to earn additional referral bonuses by inviting friends to use your referral code to join Fizz. You therefore have the opportunity to get a referral bonus by getting invited to Fizz, but also afterwards by inviting friends to join. You must have an active Fizz plan to invite friends and receive referral bonuses. The usual amount for the referral bonus is $25 for both the Fizz member and the person they invite, but this amount can vary based on the activation date. More specifically: for a mobile plan, the date at which the person who was invited activates their SIM card. for a Home Internet plan, the date at which the person who was invited subscribed and chose their installation appointment. Learn more on how referral bonuses work, and are allocated. Getting invited Any one person can only be invited once, and thus use a referral code when they subscribe to their first Fizz service. For example, if a person subscribes to the Fizz mobile service without using a referral code, one cannot be applied retroactively. This same person cannot use a referral code if they activate a Home Internet plan since that plan will now be their second Fizz plan. Don’t know anyone at Fizz? Several of our members share their referral code on our Facebook posts. Make a new friend, and enjoy this bonus.  Inviting friends. Your referral code is a unique five-digit combination of letters and numbers. It is not case sensitive, meaning you can use upper or lower case letters (for example: AB123 or ab123). It does not change or expire. If you unsubscribe and resubscribe to Fizz, you will have the same referral code. To get your referral code, and to invite friends, follow this link: Invite

The SIM card (subscriber identification module) is a chip with information that identifies you and connects your phone to the Fizz mobile network. 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. Important: Once your new SIM is activated, the old one that is currently associated with your plan will be automatically deactivated. 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 How to replace a Fizz SIM If your Fizz SIM card needs to be changed due to the removal of 3G for a VoLTE-compatible card, it will be free. 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 SIM card to start. From there, you can order a new SIM or go straight to the activation step if you already have one. Having issues connecting to your account? Right this way for some troubleshooting. 2) Activate your new SIM by associating it with your Fizz plan. Follow the on-screen steps. Select the plan for which you want to change the SIM and enter the activation code of your new SIM. 3) Complete the security validation step. At this stage, you will be asked to enter the details of a payment method associated with your mobile plan. The idea is to validate your identity as the owner of the plan. You will not be billed

Fizz wants to ensure that it benefits from the most suitable telecommunications solutions, regardless of each person's situation. We remain on the lookout for the latest innovations that facilitate access to our services for people living with functional limitations. In order to use certain accessibility functions, please contact our Customer Service team, available 24/7, to make specific requests simply by clicking on the chat icon in the lower right-hand corner of this page. Our agents will do everything in their power to meet your needs. Fizz is proud to present its accessibility plan for customers living with various functional limitations. By implementing concrete actions, our employees are committed to listen and pay closer attention to them, to better meet their needs and to provide a communication channel that better facilitates the sharing of changes to our company’s accessibility service offering. READ THE ACCESSIBILITY PLAN 2023-2026 (PDF FORMAT) READ OUR PROGRESS REPORT 2024 (PDF FORMAT) Types of available services that are adapted to specific disabilities Features provided by phones Features provided by specific phones to facilitate daily use Bluetooth compatibility Loudspeaker Compatibility with hearing aids Compatibility with teletypewriter Alerts and notifications in vibration mode Haptic feedback Predictive text Voice-to-text conversion Improved accessibility Clearly identifiable ringtone Contact identification using unique photos Automatic text input Speech recognition Autocomplete Automatic answer (using headphones) Voice dialing (using headphones) Voice commands Customizable menus and shortcuts Accessible, high contrast keyboard Raised dot on the 5 key Check with your phone manufacturer to learn how to activate these services and features. Unfortunately we do not have all available information on which phones support specific features. ​T911 service The T911 service enables people who are living with auditory or speech disabilities to use text messaging to communicate with the 911 emergency service. To activate this service on all relevant

The eSIM is only offered for the activation of a new mobile plan. The following features will be offered shortly (but are not for now): Changing a physical SIM associated with an existing Fizz mobile plan for an eSIM. Changing the eSIM associated with an existing Fizz mobile plan for another eSIM. Transfer an eSIM from one phone to another. A SIM is what identifies you and connects your phone (whether you buy one on fizz.ca or bring your own) to the Fizz mobile network. An eSIM is basically a virtual SIM card. Important: don’t delete your eSIM. Never delete an active or about to be activated eSIM, including the one from your previous provider if you are transferring your number to Fizz. If you get an error message after your eSIM is installed in your phone: The reason -> your phone is trying to connect to the Fizz network, but the transfer of your number hasn’t started. What you need to do -> go in your account under My plans > Manage my plan > Install my eSIM and click on the button to launch the transfer. Important -> Do NOT delete your eSIM. Why? The QR code that allowed you to install it is one-time use. If you delete your eSIM, you’ll be blocked and so will we. Good to know: To use an eSIM, your phone must be compatible. Check my phone If it isn’t, you can still get a physical SIM card online, or from one of our partner stores. Where to get an eSIM Ordering and activating an eSIM is done at the same time, directly at Fizz.ca. You need a compatible phone and Internet access. If it’s not already done, create your Fizz account and from the Overview page, add a mobile plan. After

Adding a plan to your existing account Yes, Fizz allows you to add and manage multiple plans on your account. This is ideal if you want to pay for multiple plans for friends or family, or if you need two separate plans for yourself. How to add a plan to your account: Go to Overview in your Fizz account. Click on Add a plan. On the next screen, click on Order a new SIM card (if you don’t already have one). Order and pay for a SIM card. When your SIM card arrives, Go to Activate my SIM Card. Enter the activation code on your SIM card in the field provided. Follow the process for creating a plan Please note that each plan will have a separate invoice. Learn how to create a plan Read more : How do I add a user to a plan? How do I manage permissions for a user on my plan? How do I remove a user from my plan?