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The withdrawal of the 3G network will start July 31, 2025, for Fizz and several of its partners. All calls made with your Fizz mobile plan will then go through the LTE-4G network thanks to VoLTE technology. Mobile members who are not VoLTE-compatible, due to their SIM or their phone, will eventually experience service degradation until they can no longer make or receive calls, including to 9-1-1. To maintain the quality of your mobile service, check your VoLTE compatibility as soon as possible: Use a VoLTE-compatible SIM card or an eSIM (if your phone allows it). Use a phone that is VoLTE-compatible at Fizz. Activate the VoLTE function on your phone. IMPORTANT: If any of these criteria is not met, none of your c alls (including 911 calls) will go through once the 3G network has been completely removed To learn more about the withdrawal of the 3G network in Canada, visit the Canadian Radio-television and Telecommunications Commission (CRTC) website, and the Canadian Telecommunications Association website. What is VoLTE? VoLTE stands for Voice over LTE, which basically means a phone call will use the LTE-4G network. The opportunity to use the LTE-4G network for your calls means: Improved sound quality for your calls. Faster routing of your calls, meaning the delay for the phone to ring at the other end will be shorter. Reduced interruptions when you go from the Fizz network to a partner network. Do the test As 3G network withdrawal is gradual, your calls may work in some places, but not in others. The best way to find out if you're ready for 3G network withdrawal is to do the test. Dial #TEST (#8378) on your mobile phone from the locations where you usually make calls and listen to the voicemail. If you hear confirmation that your

Are you more the visual type? Our pretty video summarizes the content of this FAQ. Grab your coffee, sit back and watch here: Before you start. The most important thing to remember to transfer your phone number over to Fizz is that your plan with your current provider must still be active. Fizz will disconnect your old provider during the transfer process. Note that a number transfer cannot be done on a line that is already active with Fizz. In other words, if you already have a Fizz plan, porting a number to this plan is not possible; you need to create a new plan. Your phone number must be a mobile number. If it's associated with a landline or VOIP, it cannot be transferred over to Fizz. If you encounter an issue with any other type of number, please contact us using the chat bubble at the bottom right of this page so we can verify everything with you. If your number starts with an area code outside the Fizz subscription area , your number cannot be transferred. Important: the voice messages you saved when you were with your other provider will be lost and this even if you transfer your phone number over to Fizz. You need: Your account number. Check your most recent bill from your current provider. See account number formats. OR The IMEI of the active device with your old provider. To find it, dial *#06# on the phone you are using with your current provider. If the IMEI number is more than 15 digits long, only use the first 15. Last but not least, get yourself a Fizz SIM card. Where to buy a SIM card. Good to know: if your phone is compatible with eSIMs, our eSIM is free, and ordering, installing, and

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. There is a lifetime limit of two (2) 15-day returns per account. 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

Private messaging can be a useful feature if you’re trying to help or communicate with a friend in the Fizz Community. Private messages are enabled by default when you log into the Fizz Community. To disable private messages in the Fizz Community: Log into your Fizz Account. In the top navigation, click on Support and select Community. Click on your username. Click on Edit profile. Uncheck Private message system. Click Save. To enable private messaging, follow the steps above. In step 4, check the box next to Private message system and click Save. Read more : How do I post a question on the Fizz Forum? How to enable and disable your Fizz Forum private messages? How do I earn points and badges on the Fizz Forum? How do I log into my Fizz Forum account? I forgot my password. How do I reset it? How does the Fizz Forum work? What’s my role in the Fizz Forum? How does the search functionality work?

The SIM card (subscriber identification module) is a chip with information that identifies you and connects your phone to the Fizz mobile network. It can be a physical SIM card or an eSIM (if your phone is compatible of course). If you are looking to activate a SIM card for a new plan, and not an existing plan that is already active in your account, head this way > https://fizz.ca/en/faq/activate If you lose or break your SIM, your mobile plan will no longer work. And since your SIM is associated with your plan, it’s important to follow the right steps to replace it. Same goes if you lose your phone. You must change your SIM and associate a new one with your mobile plan. Good to know: You can switch from a physical SIM card to an eSIM, or from an eSIM to a physical SIM card. Important: Once your new SIM is activated, the old one that is currently associated with your plan will be automatically deactivated. If you still have an old VoLTE SIM card that was deactivated, you can use it. How to replace a Fizz SIM If you need to replace your Fizz SIM card for a VoLTE SIM card, but haven’t received it in the mail yet, please contact us. One of our agents will confirm your address with you and can send you a new one, free of charge. You must go through an agent in order to get the SIM card free of charge. 1) Sign in to your account The steps to follow automatically succeed one another in your Fizz account. Go under My plans > Manage plan > Change my SIM . From there, you can choose the eSIM or order a physical SIM card. Having issues connecting to your account

Depending on your privacy settings inside the Fizz community, other members may (or may not) be able to search for you, add you as a contact, and gift you data. When a Fizz member searches for another member inside the community, they will see your first name and phone number. They will never see your full name, email address or other identifying information. How to change your Fizz privacy settings: Go to My Settings in your Fizz account. Scroll to Settings. Click on Privacy. Here you can select one of three privacy options: Full Fizz Experience: By default, other users can search for you, add you as a contact and send you gifts. Private: You can receive gifts from everyone. You cannot be searched or added as a contact. Incognito: You do not accept gifts and cannot be added as a contact. You are incognito and cannot be found via search.

Important: the 3G Network is retiring. Since July 31, 2025, the 3G network withdrawal has begun. If you are experiencing difficulties making or receiving calls, this could be related to the VoLTE compatibility of your equipment. To understand this transition and check the compatibility of your phone and SIM card, please consult our FAQ on the importance of VoLTE . Before starting the troubleshooting steps, here are a few points to consider : If you’re having difficulty receiving phone calls (but can make calls) see: My phone isn’t receiving 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 Fizz network, you can connect via our partner network. Learn about accessing our partner network If you are outside Canada and the United States, please note that it is not possible to make or receive calls. This service is not available outside these two countries. I’m travelling outside my coverage area. What are my options? Troubleshooting: Make sure you have minutes If your plan does not contain any minute, you will not be able to make or receive calls on your phone. Several options are available to you in My Account under ''Manage plan'' to regularize the situation: Add-ons (Immediate) Wallet (Immediate) Make changes to this plan (At the end of the payment cycle) Restart your phone Reboot (power cycle) your phone by holding down the phone’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 phone to recover its authorization to access the network. Reset Network Settings Rest assured, this operation does not delete personal data stored on your device. Follow the steps corresponding to

Fizz Home Internet is not yet available everywhere. It is currently offered at many residential addresses in Quebec and in the Clarence-Rockland (ON) area and will, over time, become available in more and more areas. The address or unit number does not appear in the dropdown menu No worries! Click on the blue link “I can’t find my address.” Enter your postal code (without spaces) and your street number to start the search. Then follow the steps displayed on the screen. Make sure your address information is accurate Before going any further, make sure your address is entered correctly. You can check Canada Post’s website to: Verify the exact spelling of the street; Confirm the street number; Validate the postal code; Check whether your unit (apartment, condo, etc.) is properly listed. Even if your address does not appear at Canada Post, we can still perform validations with our teams to confirm eligibility. The address is still not found through the “I can’t find my address” search If your address still cannot be selected, this means it is not yet in our database. In that case: Contact us through the chat bubble (at the bottom right of the page). An agent will submit a validation request to our teams to verify the eligibility of your address. You can also test the address of an immediate neighbour. If the service is available at their place, there is a good chance it will soon be available for you as well. What if I get an unavailability message? If the following message appears after selecting your address: “ Sad news. Fizz Home Internet is unfortunately not available at your address.” and you believe this is an error: Click on the chat bubble (bottom right). An agent will perform additional checks to confirm the situation.

If you are following the process of transferring your current phone number to Fizz, the table below outlines the account number formats used by different providers. Your account number is on your bill or in the client account for your current provider. If you cannot find your account number, or if you are not unsure about which number to use, we advise you to submit your transfer request using the IMEI for the phone you are using with your current provider. To find your IMEI, dial *#06# on your phone’s keyboard. If the number is more than 15 digits long, enter only the first 15 digits. Provider Mobile Landline Format Supporting information Bell 9 digits Never starts with a "0". Do not use the 14-digit account number starting with ZZZ. Rogers 9 digits Telus Mobility Up to 9 digits You can omit the "0"(s) if the number starts with one or more "0"s. However, if you type the “0”(s) it will not be rejected. Telus 10 digits Fido 9 digits ACN 9 digits Aliant 1234567(space)8 Enter only the first 7 digits. Omit the "0"(s) if the number starts with one or more "0"s. Omit the digit after the space. However, if you type the “0”(s) or the number after the space it will not be rejected. Aliant Mobility 1234567-8 Enter only the first 7 digits. Omit the "0"s if the number starts with one or more "0"s. Omit the number after the hyphen. Entering the "0" (s) in front of the number and / or the digit after the hyphen will cause the request to be rejected. Cityfone Telecommunications Inc. 8 digits Omit the "0"(s) if the number starts with one or more "0"s. However, if you enter the "0"(s) or the number following the space it will not be

By linking your social media accounts to Fizz, you can: Use your social media account to log into your Fizz account Share My Rewards updates and Invite friends by sharing your Referral Code Here’s how to link and unlink your social media accounts: Go to My Settings in your Fizz account. Scroll to the menu below your usage update and select Social logins. To add a social media account If you are using a Twitch or Amazon account to log in, please note that as of November 2nd 2022, it won't be possible anymore. You can connect using the email address associated to your Fizz accout or another social network account. Slide the radio button to On to select a social media account. Then follow the process and enter your account’s login details. To remove a social media account Slide the radio button to Off next to the social media account you wish to unlink. Read more: How do I manage my Fizz account? How do I change my account settings?