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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

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! 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 plan. On the activation date of your new plan at your new address, your old plan will be refunded

IMPORTANT: If you transferred your number, wait until you receive the confirmation text before proceeding to make sure results are conclusive. Make sure you have the most recent software update on your mobile device 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?

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. 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 Are you stuck? Look for the green conversation bubble in the bottom right-hand corner of our FAQ or support page. It’s your gateway to available channels to contact us. 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

Please let us know if there’s a problem with returning your Wi-Fi modem. To contact Customer Service, simply click on the chat bubble in the bottom right corner of this page. You can access the bubble chat within our business hours. If you return a modem that is in poor condition, or if we receive a box that does not contain your modem, you will be charged a $225 (plus applicable taxes) modem replacement fee and/or $60 for delivery by a technician. If a refund is due to you, this amount will be deducted from the amount due. To learn more about the process of unsubscribing from the Internet service, please refer to this FAQ.