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Make sure you are in an area covered by our service. View network coverage maps If you are outside of Fizz's coverage area, you may still be able to use your mobile data by connecting to our WAN. How to access the extended network If you are outside the Fizz coverage area, your phone is probably in roaming mode.   Options for using data while roaming      Is there data in your plan? Make sure you have mobile data in your plan.   My Plans. If there is no data in your plan, you will not be able to access the Fizz mobile Internet network. You can change your plan to add data. This change will take effect come your next payment cycle. Other options: Buy an Add-on which will allow you to use its data right away. Connect to a Wi-Fi network. Is your data enabled? Your phone has a software switch that allows you to grant or deny access to the Fizz mobile Internet network. By doing so, you allow, or not, your phone to use mobile data.   The procedure for allowing the use of mobile data may vary from one phone to another. Here are two examples: Android: Settings → Mobile Network → Mobile Data iPhone: Settings → Cellular network → Cellular data If you're outside your coverage area: You may need to enable mobile data while roaming as well.  The steps to enable data roaming may vary from phone to phone. Here are two examples: Android: Connection → Mobile Network → Roaming iPhone: Settings → Cellular → Cellular Data Options → Data Roaming Options for using data while roaming Is Wi-Fi disabled? A phone may attempt to connect exclusively with Wi-Fi when Wi-Fi is turned on. Disable Wi-Fi, at least temporarily, to use mobile

Four easy tests to confirm your Fizz line is functioning properly: Make and receive a call. Doesn’t work? Send and receive a text message (SMS). Doesn’t work? If your plan contains data, turn off your Wi-Fi option and then: Surf the web. Doesn’t work? Send and receive an image/picture by text (MMS). Doesn’t work? Once these tests are completed, you’ll be ready to roll with Fizz line and your brand new mobile plan. IMPORTANT If you transferred your number, wait for the confirmation text before proceeding with the tests to make sure results are conclusive. iPhone specifics Make sure to update your IOS in order to access the LTE network.

Our services and tools are designed to empower our members. If you’re stuck, there are several options available to you, 24/7. There is no phone number to reach Fizz. Our customer service is 100% online. Important: The forum is a great place to get tips and advice but know that you are interacting with members, and not Fizz directly. It is therefore imperative that you do not publish your personal information. The FAQ Answers to the most frequently asked questions are included, of course. This is the very definition of an FAQ. But the troubleshooting steps are also very popular, and you’ll find them a useful guide. Visit the FAQ https://fizz.ca/en/solutions Exchanging with Fizz Stuck at a dead end? Contact us using the chat bubble located in the lower right-hand corner of this FAQ. If you’re already chatting with our virtual assistant, ask for an agent if needed. Good to know: - Our communication channels are asynchronous, a bit like social media, for example. You post your question or requested info in the conversation and an agent will respond. Exchanges are not in real time. - Only our chat service is a secure channel. If the intervention involves the exchange of personal info, such as your account number, please contact us by chat. Exchanging via the Fizz Wi-Fi app You use the Fizz Wi-FI app with your Home Internet plan. It’s your go-to tool to manage your Wi-Fi network from anywhere, diagnose and fix issues, as well as optimize and secure your Wi-Fi signal. But did you know that if you need further assistance, you can reach us directly on the app? Just make sure the network scan is completed first. All the details are here: https://fizz.ca/en/faq/how-can-fizz-wi-fi-app-help-me Exchanging via the Fizz TV app You can also contact us directly from

Moving your Home Internet plan is done directly from your account. Submit your request under My plans > Manage plan > Moving my service. Word of the wise, don’t forget to pack your Fizz Wi-Fi modem and bring it with you on your moving day! No need to activate it at your new address; everything will be done automatically thanks to your moving order. Need to change your Home Internet plan? No worries, but plan to do so before or after your move. You cannot modify your Home Internet plan during your move. Date coordination Chances are the date you choose to deactivate your Home Internet service at your current address will differ from the installation date you select for your new digs. If that’s your case, no worries. Your plan will be simply put on pause, and you won't incur any fees during that time. Your payment cycle will shift and begin upon activation at your new address. You don't need to do anything; this activation will be done automatically. If a technician’s visit is required, the time needed to get an appointment varies based on demand. So, make sure to plan ahead during the moving season in June and July. A plan (or the service) is not available As you fill out your move request for your Home Internet plan, we’ll obviously ask you to enter your new address. One of three things can happen: > All is fine. This is great, but chances are this is not your case if you’re reading this section of our FAQ. > The download speed you have now is not available at your new address. Perhaps you are moving from an area with high bandwidth to one with lower bandwidth, which impacts the download speeds available to you. Choose a new

Please note that the RCS messaging between iOS and Android users is not available at Fizz for the moment. What’s RCS? RCS stands for Rich Communication Services, a standard international protocol used in the telecommunications industry to improve SMS/MMS messaging on Android phones. Inspired by popular instant messaging apps, RCS works through the native messaging app on your phone. It’s easy to use and provides a rich multimedia experience using many chat features that weren’t available with traditional text messaging. Available features Private and group conversations Delivery and read receipts File sharing, high-resolution pictures and videos Audio and video message sharing Location sharing Chat features are only available through the internet (mobile data or Wi-Fi). Make sure you have a data plan or a Wi-Fi connection to avoid additional fees. Prerequisites to use RCS To use RCS, you need to have: A mobile plan including text messaging and access to mobile data or Wi-Fi A compatible phone on Android version 5.0 or higher An updated Google Messages application See our mobile plans The chat feature Chat features are used by default once enabled. You’ll be able to use these features by having conversations with other devices who also have it enabled. How to activate/deactivate the chat feature: Open the Messages app. Tap Settings. Tap Chat Features. Tap Enable chat features on or off. Service issue or comment The RCS service is offered by Google. To report a problem or comment on the service, you must therefore use the corresponding form in the Google Messages app. Here’s how: Access the Menu. Tap on Help and Comments. Tap on Send Comments. Your comments are sent to Google and the information may be read without Google contacting you directly. Find more information and support on chat features on Google Messages Support.

Making and receiving calls outside Canada and the United States is now available in select countries through our Voice Add-ons. Text messaging and data usage remain accessible. You can choose to get a block of voice or data known as a Travel Add-on. You can also change your plan's coverage if you're travelling in Canada or the United States. But you know what? Wi-Fi always remains your best friend ? Remember to activate the roaming option of your phone, or else it'll block your usage. How much will it cost. To see the rates for the place you’re heading to, sign into your account and go under My plans > Manage plan > Travel. Enter your destination. The site will show the prices for the available Travel Add-ons. Since Fizz is a prepaid service, there are no surprise fees. You are limited by the amount of data and/or SMS in your travel Add-on. Choosing a Travel Add-On. A Travel Add-on is basically a block of data at a fixed price that allows you to use your Fizz service while travelling outside your coverage area (roaming). Once purchased, you can use it immediately, and it will remain available until the end of your next payment cycle. To buy a Travel Add-on, sign into your account and go under My plans > Manage plan > Travel. Enter your destination and choose the one that suits you. Your Travel Add-on will be activated as soon as you pay for it. Should you run out, all you’ll have to do is hunt down a Wi-Fi network so you can access your account and get another one. Having data available on your phone can be very useful. You’ll love that GPS for instance to find your way when you’re out and about, away from home

When you subscribe to Fizz Home Internet, you will see three items in your order summary: Your home internet plan: This amount is paid when you subscribe but the plan period will start only after your installation. Self-installation or VIP installation: This is the fee for delivery and possible installation of your Wi-Fi modem, depending on which installation option you chose during subscription. Referral code: If you were referred by another Fizz member, here is where you enter their Referral code so you can benefit from the Referral Bonus. What is the Fizz Referral Program?

The settings for any phone are predetermined by the manufacturer to ensure optimal performance, compliance with national regulations (copyright, frequencies, etc.) and to promote specific products chosen by the manufacturer. When you use your phone, you download and install applications and non-native files, which can compromise your phone’s functionality. When a problem arises with your phone, it may be necessary to restore your phone to its factory settings. Note: First of all, make sure to consult the Solution Hub for your specific issue. By following troubleshooting steps in a FAQ, you may be able resolve the issue, eliminating the need to restore your phone to factory settings. Save your personal files and data Before you restore your phone, make sure you backup all your files and data. 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 Reset your phone’s network settings IMPORTANT: This operation will also reset your WiFi settings, mobile data, Bluetooth, etc. The steps to follow to reset your network settings will vary depending on the type of phone. Here are two examples: Android: Settings → General management → Reset → Reset network settings iPhone: Settings → General → Reset → Reset network settings Restore your phone to factory settings IMPORTANT: This process will reset your phone to its factory settings. Make sure you backup all media, contacts, applications and text messages that you wish to save before carrying out this step. It will be necessary to reconfigure some phone settings: data blocking, APN, WiFi networks, etc. Some phone settings will need to be reconfigured following the reset: mobile data blocking, APN, Wi-Fi networks, and so on. The steps to follow to reset

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. Unable to sign into the Fizz TV app from your device Start by checking if the device you are using is connected to your Fizz Home Internet. The credentials for the app are the same as those for your Fizz account. Did you change your password for your account at Fizz.ca recently? If so, it’ll have changed for the Fizz TV app as well. Is the app up to date? Install any pending application updates. Verify if the problem occurs when using a different device. Did you block Internet access on your device? Check your Wi-Fi network’s parental control settings. If your device is blocked and cannot use your Wi-Fi network, Fizz TV will not work on it. No Internet means no TV. Make sure you are not using a personal router and that you are properly connected to your Fizz modem. App keeps loading If you are unable to access the Fizz TV app because it’s stuck on the loading indicator, here are possible solutions that may help you out: Check your Internet connection. Are other apps working properly? Make sure the device on which you are watching your content is not connected to a VPN (virtual private network). Log out and then log back into the app. If all fails, reinstall the app. Guide is empty If you’re accessing the Guide and you don’t see any show or content, check the following: Are there pending updates for the Fizz TV app? Is the device connected to the Internet? Make sure the device is not connected to a VPN (virtual private network). If all fails, reinstall the