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If you are travelling to the United States, including Puerto Rico and the U.S. Virgin Islands, the ability to make calls will depend on the network your phone connects to at your location. If only the LTE network is available, the ability to make calls will depend on two things: a VoLTE compatible SIM card and a phone that is certified VoLTE with Fizz. I am on location. How do I know which network I’m on? Check the top of your phone screen. If you see: 3G or HSPA or H+ or E or EDGE There is a network other than the LTE network. You can use your phone to make calls provided, of course, you have Canada + US coverage on your mobile plan, or funds in your Fizz wallet to pay per use. No service The LTE network is the only option where you’re at and your phone is not LTE capable. You will not be able to make calls. LTE Your phone connects to the LTE network but must be VoLTE certified with Fizz to make calls using VoLTE technology. What do I need to check to use VoLTE technology? If you wish to make calls and the LTE network is the only option where you are, VoLTE technology comes into play. You must check: A. Your SIM card. A VoLTE compatible SIM card is required. This SIM card displays a red lightning bolt icon. If that’s not your case, Fizz will give you one for free. How to make the transition to VoLTE B. Your phone. Your phone must be VoLTE certified with Fizz, updated with the latest software update and its VoLTE function activated. If not, you will only have access to your text messages and your mobile data, even if your SIM card is

A SIM is what identifies you and connects your phone (whether you buy one on fizz.ca or bring your own) to the Fizz mobile network. An eSIM is basically a virtual SIM card. Important: don’t delete your eSIM. Never delete an active or about to be activated eSIM, including the one from your previous provider if you are transferring your number to Fizz. Too late? A few steps are now required to save the situation. See the steps If you get an error message after your eSIM is installed in your phone: The reason -> your phone is trying to connect to the Fizz network, but the transfer of your number hasn’t started. What you need to do -> go in your account under My plans > Manage my plan > Install my eSIM and click on the button to launch the transfer. Important -> Do NOT delete your eSIM. Too late? A few steps are now required to save the situation. See the steps Where to get an eSIM Ordering and activating an eSIM is done at the same time, directly at Fizz.ca. You need a compatible phone and Internet access. If it’s not already done, create your Fizz account and from the Overview page, add a mobile plan. After validating your address, you’ll be offered a choice and that’s where you can select the eSIM. Good to know: To use an eSIM, your phone must be compatible. Check my phone If it isn’t, you can still get a physical SIM card online, or from one of our partner stores. Installing (and activating) an eSIM Once all the subscription steps have been completed, including choosing your plan and configuring your phone number, an eSIM will be assigned to you in our systems. The easiest way to install it is

The Canadian Wireless Telecommunications Association (CWTA) has created a public site that allows you to search for your phone’s IMEI to find out if it’s on the National Stolen Device Blacklist. If you would like to see if your phone is on the National Stolen Device Blacklist, enter your phone’s IMEI number at: https://www.devicecheck.ca/check-status-device-canada/ How do I find my phone’s IMEI? An IMEI number is your phone’s ‘identity card’. It enables you to obtain your unlock code. It’s also an anti-theft provision by allowing you to block your phone in case it is lost or stolen. Your IMEI number can be found: By dialing *#06# on your phone’s keyboard Under your phone’s battery, or on the supporting card that holds an iPhone’s SIM card Printed on a sticker attached to your phone’s original packaging About the Canadian Wireless Telecommunications Association (CWTA) CWTA is the authority on wireless issues, developments and trends in Canada. It represents companies that provide services and products across the wireless sector. Representing the industry before all levels of government and various regulatory agencies, CWTA actively promotes the industry with the goal of ensuring continued growth of the wireless sector in Canada. CWTA administers a number of initiatives on behalf of its members, including corporate social responsibility programs and the national common short codes program. About the Global System for Mobile Communications (GSMA) The GSMA represents the interests of mobile operators worldwide, uniting nearly 800 operators with more than 300 companies in the broader mobile ecosystem, including handset and device makers, software companies, equipment providers and internet companies, as well as organisations in adjacent industry sectors. The GSMA also produces industry-leading events such as Mobile World Congress, Mobile World Congress Shanghai, Mobile World Congress Americas and the Mobile 360 Series conferences. If your phone is lost or

Choosing your phone number is the third step in getting your mobile plan up and running. Once you have your Fizz SIM card, enter fizz.ca/activate directly into the address bar of your web browser. Once there, simply enter the activation code on your SIM card in the field provided. This step leads to the Plan Wizard, which enables you to configure your phone plan. After this is done, we may ask you to confirm your home address. Then you will choose your Fizz phone number. There are three ways to select or configure your phone number: Transfer your current phone number from your previous mobile provider. (Your number must be active to transfer from another provider.) Ask Fizz to give you a new number. Find a number by entering the last 4 digits. (This option has a one-time $1 fee.) Your phone area code is linked to the postal address associated with your account and it cannot be changed or modified. Make sure your address matches the area code you want. Read more : I’m having problems transferring my current phone number to Fizz. Why? What can I do? What if I’m unable to transfer my phone number?