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New to Fizz? (Alberta, British Columbia, Ontario et Quebec) 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. New to Fizz? (Manitoba) The name of the network indicated on your phone will not initially say Fizz. Instead, you will see Fizz EXT. Rest assured, your phone is not roaming, and you will not incur any charges. 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

Good to know: if your phone is compatible with eSIMS, our eSIM is free, and you can order, install and activate it all in one shot. See the steps for an eSIM here. If your phone is not compatible with eSIMs or if you prefer having a physical SIM card, it’s all good as well. Your SIM card is what identifies you and connects your phone (whether you buy one on fizz.ca or bring your own) to the mighty fine Fizz mobile network. A VoLTE compatible SIM card is therefore required. This SIM card shows a red lightning bolt icon. A Fizz VoLTE SIM card: has no expiry date or limited lifetime; can be activated at any time; can be reused if the initial plan with which it was associated has been cancelled. If you’re buying a phone on fizz.ca. You’ll be able to add a VoLTE SIM card to your order, and it’ll be delivered by mail along with your phone. See the phones If you’re planning on using your own phone. Make sure it’s unlocked and compatible with the Fizz network. Check if my phone is compatible Learn how to unlock my phone Once that’s checked, buy and insert a Fizz VoLTE SIM card in your phone. Learn how to get a SIM card Read more : How do I order a SIM card? When will my Fizz package be delivered? How do I activate my SIM card and create my mobile plan?

Under My Settings, you can choose what kind of communication you wish to receive from Fizz, and specify whether you want to receive communication via email or text. You can also choose to receive these messages in English or French. You may choose not to receive promotional communications from Fizz. Know however that you will continue to receive the administrative communications Fizz sends by email. This includes, but is not limited to, everything related to your payments, order confirmations, appointment reminders, delivery information and the My Rewards program. You are at all times responsible for updating the email address associated with your Fizz account. Fizz is not responsible if an administrative communication is sent to an email incorrect address. To access your communication preferences: Go to My Settings in your Fizz account. Scroll down to Communications This is where you can select and manage your preferred language to receive Fizz communications, your account communication preferences, your plan communication preferences, privacy options the plan (if you have more than one) you wish to receive My Rewards perks and any referral bonuses you may earn. Account communication preferences This category defines the communications you will receive at the account level. For example, if you have three plans in your account, Fizz will only send out one communication instead of three. Topics you may manage under account preferences include: Whether you wish to receive communications via email or text messaging. If you would like to receive communications about Fizz events or special offers. Whether you want to be notified about your progress in My Rewards program levels. If you want to be notified when you earn a referral bonus after inviting a friend to join Fizz. Receive a heads-up if your payment method is about to expire. You may not opt out of

Looking for an answer to your question(s)? The Forum search tool can be found in a few places: Top right navigation on the Fizz website: Search results will include information from the FAQs, Forum (Accepted solutions) and direct links to your Fizz account Forum search: Search results will include information from the Forum only and Accepted solutions Follow the steps below to get the best results: Use keywords related to your question i.e. Change my SIM card or APN settings When you’re typing in the search field, there will be automated suggestions that will appear - if you see a good suggestion in relation to your question, click on it, and we’ll direct you to either a Forum post or one of our topics in our FAQs. Note: Try to refrain from using long phrases and remember when using the search functionality to be as specific as possible - it’s key to a great search! 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 steps to prepare your phone for a return are crucial to protect your privacy, but also to allow the technicians to easily access your phone to inspect it. If we can’t access your phone to inspect it, you will be charged the administrative fee of $75 (plus applicable taxes), and your phone will then be returned to you. Download and install the latest software update For any warranty claim, the first mandatory step is to download and install the latest software update of the operating system. Check your phone afterwards. The download might actually resolve your issue. The process of updating your phone’s software can vary from one phone model to another. Here are two examples: Android: Settings → Software update → Manually download updates iPhone: Settings → General → Software update Save your personal data Save your personal data (pics, videos, texts, contacts, etc.) on an external source. You won’t be able to retrieve them afterwards. Fizz does not save your personal data, and offers no guarantee in this respect. You can download the content of your phone via iCloud, your Google account, your Samsung account or other. Check the procedure directly on the site of these platforms. This process may vary, depending on the type of phone. Here are two examples: Android: Settings → Cloud and accounts → Backup and restore → Back up data iPhone: Settings → iCloud → Backup Unlock the home screen You must disable the lock function for your phone’s home screen so technicians can easily access it to inspect it. This process may vary, depending on the type of phone. Here are two examples: Android: Settings (You can find Settings by tapping the cog icon) → Security → Screen lock → Enter your passcode to confirm you are you → None iPhone

You can customize many different settings in your Fizz account, including: Personal information Contact details Payment information Communication preferences Privacy settings Plans that benefit from Rewards To change your account settings: Go to My Settings in your Fizz account. Scroll to Settings, at the bottom of the screen. Click on the setting you wish to change and you will be guided through the process. Read more : How do I change my privacy settings inside the Fizz community? How do I change the types of emails and texts I receive from Fizz?