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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

Important: If at any time you feel your Fizz account has been compromised, contact us by chat. Scam artists excel at giving their messages an official look, even going as far as reproducing the logos and web pages of respected companies. Their main objective is to obtain personal information for the purpose of stealing the identity of a user. There is no sure way to protect yourself from any type of fraud such as phishing or identity theft. The best solution involves taking precautions such as the ones listed here, Secure your passwords. Most people use the same password for all their applications and the same four- or five-number PIN for their bank accounts and credit cards. Since there are bots that can guess passwords, your identity could easily be stolen, as well as all the files on your computer if your password is too easy to guess. How to choose a good password, and protect it: Use a mix of letters, numbers, and special characters to create your password. Make the password difficult to guess: Do not use known words, names of friends or pets, your date of birth, etc. Use a different password for every application you use. Do not tell your friends or family your password. Do not write your passwords on a piece of paper next to your computer or in a file called “Passwords” at your workstation. Change your passwords regularly. How to change the password for my Fizz account. Report a fraudulent activity. To report fraudulent activity on your account and alert us, contact our Customer Service team using the chat bubble. We take these situations very seriously and are proactive in countering the activities of spammers, phishers and fraudsters. If you receive a message that seems fraudulent, flag it by clicking on the

Voicemail allows people to leave you a message if your phone is off, the line is busy, or there is no answer after four rings (20 seconds). You can listen to your messages at any time from your mobile phone or an analogue phone. Voicemail includes Visual messaging. Visual voicemail is like a power-boosted voicemail. You can listen to and manage your messages without having to "call" your voicemail. Available for IOS and Android phones. Discover the magic of visual voicemail: What’s Visual voicemail, and how does it work? | Fizz Adding voicemail Voicemail is an option you must add to your plan. Sign in to your account and go to My Plans > Manage plan > Change plan and add voicemail. This change will come into effect at the beginning of your next payment cycle as per the plan change policy. Good to know: To use your voicemail, your plan must include minutes. If not, you won’t be able to use it or access it, whether from your mobile phone or any other phone. Accessing your voicemail Hold the ''1'' key on your phone for a few seconds. Good to know: - This shortcut to your voicemail that is the “1” key is actually a call forward to the messaging centre configured for most phone models. This feature may vary from one model to another and may not be modifiable in all phones. - If you are forwarding your calls to another number, your voicemail won’t pick up incoming calls and no one will be able to leave you a message. To manually access your voicemail, dial 1-514-647-0999. The PIN (customize, reset or deactivate) Reminder: Once the voicemail option is added to your plan, it’ll be activated come the following payment cycle. As soon as your voicemail is activated

To request technology adapted to a disability, contact our Customer Service team. Log into your Fizz account and simply click on the chat bubble located in the lower right-hand corner during our business hours. This will allow us to find the best solution for your needs. 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 plans, go to > My plans > Manage > Advanced parameters You do not require proof of disability to activate this service For more information, see our T911 FAQ If you have not received a text confirming the activation of your T911 service within five (5) days after signing up, please contact our Customer Service team: log into your Fizz account and simply click on the chat bubble located in the lower right-hand corner during our business hours. Braille or large type For all customers who are living with visual disabilities Available formats: Braille, large type or audio file To process these requests, please contact our Customer Service

IMPORTANT: If your phone line has been active on the Fizz network for less than 48 hours, see: Transferring your phone line If you’re having difficulty making phone calls (but can receive calls) see: My phone can’t make any calls. How do I fix it? Make sure you are in a zone that has adequate coverage. See our network coverage map If you are outside the coverage zone for the Fizz network, you can connect via our partner network. Learn about accessing our partner network Troubleshooting: Make sure you have minutes Make sure you have minutes left on your plan. If your plan does not contain any minutes, it will be impossible to receive calls on your phone. Several options are available to you in My Account under ''Manage'' to fix the situation: Buy an Add-on (you can then make and receive calls immediately) Add funds to your wallet (you can then make and receive calls immediately) Change your plan (any plan change will be effective starting at your next payment cycle) Log into your account Restart your phone Reboot (power cycle) your device by holding down the device’s start button for 10 seconds. After you reboot, your applications will reload. Your phone will then re-authenticate to the Fizz mobile network. This will allow your device to recover its authorization to access the network. Airplane mode or offline mode Make sure your phone is not in airplane mode or offline mode. If airplane mode or offline mode is activated on your phone, all connections such as calls, mobile data, Wi-Fi, Bluetooth function, etc. will not work. The process of turning off airplane mode or offline mode will vary depending on your device. Here are two examples: Android: Slide your finger from the top to the bottom of the screen (options

To return your phone under the 15-day return policy, you must submit your request online within 15 days of the date on which you received your phone . Once that delay has expired, the 15-day return policy will be expired, and you will no longer be able to return your phone for a refund. To return your phone under the 15-day return policy, your mobile data usage must not have exceeded 50% of the data included in the mobile plan associated with that phone. Note: members with an approved disability attestation have a 30-day trial. Specific conditions There are several conditions and important information you must know and accept before returning your phone, including the presence of an administrative fee if your return request is denied. See all the conditions The following additional conditions are specific to the 15-day return policy: You must send back your phone with all its accessories, including the charger and the original box. The phone must be like new. It wasn’t dropped. There is no scratch or any physical damage to the case, screen, buttons or connectors, camera lens and/or flash. In the case of a refurbished phone, it’s in the same condition as when you bought it from Fizz. One (1) return per account per year is allowed under the 15-day return policy. Beyond that number, we won’t be able to honour any return request. Returning my phone The process in a nutshell: A return request must be submitted online via your Fizz account under My phones/Manage my phone/Return my phone. You’ll be guided step-by-step through important information and conditions which you’ll need to certify and confirm (by checking a box) before returning your phone to Fizz. Read the conditions and important information Make sure to follow the instructions to prepare and package your