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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. Access a partner network on mobile The expanded coverage zone is for our mobile clients who travel in specific regions not covered by the Fizz network. It is intended for occasional coverage, and applies to both Quebec and Canada. The majority of your usage (calls, texts and data) must be done on the Fizz network. We reserve the right to interrupt or block access to our network of partner providers if you use your mobile service primarily on their networks for 3 consecutive payment periods . Use our coverage map to check that you are using your phone in a zone covered by the Fizz network. Visit our network coverage map Recognize a partner network Our phones are programmed to prioritize the Fizz network. When your phone is outside the Fizz network, it will automatically connect to an available partner network. When you’re connected to a partner network, its name will be displayed on your phone as Fizz EXT. It is important to check the name of the network indicated on your phone. If it does not say Fizz, you are on one of our partner networks and your usage will be considered extended coverage. You can adjust your phone’s settings to limit this usage by deactivating roaming on our partner networks. Good to know: The Quebec coverage area also includes the Ottawa region. Hawaii, Alaska and Puerto Rico

To manage your Fizz account. In fact, our website has been designed to allow you to manage your account online, even from your phone. So no need for an app: our site adapts itself based on the device used and allows you to access all the features of your account. Tip: Add fizz.ca as a shortcut on your phone screen. You'll have all the advantages of an app, without having to download anything. Here's how to add fizz.ca as a shortcut on your phone screen: With an Android phone: Using the Google Chrome browser, go to fizz.ca Log in to your account. Click on the square with the three dots (depending on the device, it’ll be at the bottom of the screen, or in the upper right corner of the browser). Select "Pin on home screen". With a Apple phone: Using the Safari browser, go to fizz.ca Log in to your account. Click on the Share icon (the square with an arrow pointing up). Scroll down the menu that appears. Click on the button “On the Home screen”. Curious to learn more about managing your Fizz account? Take our guided tour right here: How do I manage my Fizz account? To manage your Fizz Wi-Fi network. If you want to change your Home Internet plan, you must do so via your Fizz account. The Fizz Wi-Fi app is only to manage your Wi-Fi network if you’re a Fizz Internet member. The Fizz Wi-Fi app gives you direct access to the important details of your network. It also offers you great features: Change the name and password: change how your Wi-Fi network is named, and its password. Manage connected devices: see all devices connected to your network. Then, you can block or pause access to each one. Schedules: schedule automatic Wi-Fi

You can switch the Fizz website from French to English using the FR (Français) / EN (English) button on the bottom of the page. If you're using your smartphone, the language button is in the top left menu. By default, you will see the Fizz website in the same language as your browser. To change the language of your notifications, texts and emails, adjust your account settings in My Account > My Profile. Learn more about managing your Account Settings Vous pouvez choisir la langue du site grâce au sélecteur en bas de la page FR (Français) / EN (English). Lorsque vous naviguez sur le site depuis votre appareil intelligent, le sélecteur de langue se trouve dans le menu en haut à gauche de votre écran. Par défaut le navigateur est dans la langue de votre navigateur. Pour changer la langue des notifications et des courriels envoyés par Fizz, rendez vous dans Votre compte, dans la rubrique Mon profil Plus de détail sur les informations à paramétrer dans votre Compte

Instructions to return your phone Once your online return request has been submitted, you’ll receive a confirmation email with your return label. Here are the steps to follow: Pack your phone and its accessories securely in a reasonably sized box. Print your return label or present your QR code at a Canada Post deposit location. Bring your package to the Canada Post drop-off location before the indicated date - you have 30 days once your return request is submitted. Track the status of your return directly in your account under My Phones > Follow my return. Important: if this device is considered hazardous equipment, please add the mention Hazardous equipment on your package. Preparing your package For a 15-day return, your phone must be in its original box . Don’t forget to include all its accessories and the charger. For a warranty claim, send your phone along with its charger. Pack everything securely in a reasonably sized box to avoid any damage during shipping. You are responsible for your package until Fizz receives it. Consider using a phone return mailing box available at Canada Post. Head to a Canada Post deposit location Make your way to a Canada Post drop-off location with your package with the return label on it or your confirmation email showing your QR code. Respect the deadline outlined in your confirmation email. If you miss your deadline, Canada Post will not accept your package, and you’ll have to resubmit a new return request. Tracking the status of your return You can track your package and the status of your return directly in your account: Log in to your Fizz account and go to My Phones > Follow my return. Read more : Buying a phone at Fizz I’m waiting for the delivery of my Fizz package

Mobile services are available in the provinces of Quebec, Ontario, Manitoba, Alberta, and British Columbia. To check if your address is located in an area where the subscription is available and to get more details about the coverage, please refer to our dynamic coverage map. What is the difference between my coverage area and subscription area? Your coverage area is where you can use your Fizz plan without paying roaming fees. When you subscribed and created your plan, you chose your coverage area: provincial (Quebec, Ontario, British Colombia, Alberta or Manitoba), Canada or USA + Canada. If you roam outside your coverage area, you can use your Fizz plan on our partner networks. Log into your account any time to change your coverage area: How to change your plan. Any change will take effect at the start of your next payment cycle. If you selected the provincial coverage in your plan, consider buying a Travel Add-on or an International call Add-on to make your calls to Canada or the United States. The subscription area is the area where you must live to be a Fizz subscriber. If you live in the subscription area and your address is not recognized, do not hesitate to contact us so that we check with you. Use your Fizz account to check whether a destination is included or not in your coverage area. Once logged in, under your mobile plan, click on Manage / Add-ons. Enter the destination. If the search gives no result, it means that the destination is included in the coverage area you chose for your plan. If on the contrary you see various price options to make or receive calls for this country, this means that this destination is not included in your coverage area. Good to know: Hawaii, Alaska and

Useful numbers and their different services These useful numbers are short codes that allow you to access all types of services rapidly, such as: Directory assistance (directory assistance at 411, a Videotron agent at 611, taxi services at #TAXI) Information (social services 211, municipal services 311, road condition information 511, non-urgent health care 811) Emergency services (emergency services at 911, Sûreté du Québec at *4141, 988: Suicide Crisis Helpline) Entertainment (psychic readings or dating services at #CLICK) Users can easily memorize these numbers. CONSULT THE USEFUL NUMBERS LIST Good to know Accessing the services attached to these numbers can vary depending on the region where you are when you place your call 411 services The 411 number is a service that allows you, at any time, to obtain the addresses and telephone numbers of individuals and businesses listed in the telephone directory. It also provides you with weather forecasts, movie schedules and driving directions. When you call 411, the information is sent to you by text message. For example, if you're looking for the contact details of a particular person, you'll receive them by text message. Good to know 411 is a useful number that can be reached wherever you are in North America. 911 services The 911 emergency number allows you to get help quickly in an emergency situation. A dispatcher will take your call and immediately contact the appropriate emergency services (police, ambulance, fire or other), depending on the nature of the emergency. You can contact emergency services free of charge at any time by dialing 911 from your cell phone, wherever you are in Canada and the United States. Guidelines to follow when calling 911 911 service fees 911 calls are free because a monthly municipal tax of $0.54 already applies. The tax is intended to fund