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The T911 service enables people who are living with an auditory or speech disability to communicate with the 911 emergency service using text messaging. Activate the T911 service in > My plans > Manage > Advanced parameters. If you have more than one plan on your account, the T911 service must be activated for each relevant plan. To use the T911 service you must: Have an active Fizz mobile account Have a phone compatible with the T911 service Activate the service in > My plans > Manage > Advanced parameters Reside where the T911 service is available It can take up to 5 business days to process your request for T911 service. If accepted, you will receive a text message confirming the activation of the service. If you have not received a text message after 5 working days, please notify us by chat or by using the Proof of disability form. Although the T911 service is currently available in only a limited number of regions in Canada, you can still sign up for it. To find out about where the T911 service is available, see: http://textwith911.ca/en/home/ How to make an emergency call using T911 Make a call to 911. The 911 emergency dispatcher will send you a text message. Continue the communication via text message. Do not hang up! Your call must be active for the full duration of the T911 text conversation. This allows the agent to hear what’s happening in your immediate environment during the call.

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. 1.Cancellation If you decide to end your subscription, you must return the modem that was loaned to you free of charge by Fizz. The return must be done by mail, following the procedure described below. Defective equipment If you suspect your modem is defective: An agent will perform a few checks with you via chat. If a defect is confirmed, a service appointment will be scheduled by one of our agents so that a technician can inspect the modem at your home. If the issue is confirmed and not caused by misuse, the modem will be replaced at no cost. If the defect is due to misuse, the following fees will apply: Service call fee: $60 (plus applicable taxes) Modem replacement fee: $225 (plus applicable taxes) Lost or stolen equipment If your modem is lost or stolen: You obviously won’t be able to return the device. A service appointment will be scheduled by one of our agents to provide you with a new modem. The following fees will apply: Modem replacement fee: $225 (plus applicable taxes) Service call fee: $60 (plus applicable taxes), if you remain a Fizz customer. Note: If a refund is due, these fees will be deducted from the reimbursed amount. In the case of a cancellation, 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

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

Surprised? Don’t be.We’ve been fair and transparent with you since our launch, and we plan on keeping it that way. We want what’s best for you, and your wallet. Without a fixed-term contract that tie you to your Fizz mobile plan,you have control, and can adjust your plan at any time so you only pay for what you need. There’s also data rollover, gifting,the My Rewards program… Let’s get everything Fizz working for you, shall we? Take advantage of rolled over data. Data rollover is worth its weight in gold—unused data from one month rolls over to the next. You know what that means, right? You can adjust your mobile plan to pay for less data. How to check if I have a rollover Activate your upgrades. Thanks to your upgrades from the My Reward Program, you have the opportunity to boost the value of your plan every month. Activating an upgrade for free mobile data each month for example, means you could decrease the data you actually pay for in your mobile plan. How to activate an upgrade Check if you have perks. Your perks are single-use items offered as part of the My Rewards program—for example, 500 MB of mobile data valid for 30 days once activated. You can choose to apply all your perks at once, or spread them out. Then, adjust your plan to save precious dollars. How to apply a perk Data gifting is always appreciated. Think of data gifting as an easy Fizz way to help others out. You can receive extra data other members are not planning on using. Or perhaps it’s you who can spread some joy, and help someone save on their mobile spent. How data gifting works Analyze your plan. Figure out what you really need in your mobile plan