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In what context might you receive a visit from a technician? Initial installation Self-installation with modem delivery by the technician requiring signal verification VIP installation Adding or moving a coaxial outlet Service call * * The management of the appointment for a service call is different. Please refer to step 3. Important tips for a tech visit. Important tips for a tech visit. Here are a few things to know to make sure the technician’s visit runs as smoothly as possible. On average, a visit lasts less than an hour. You’ll get a better time estimate once the technician is on-site. The technician will intervene within the agreed time slot. However, the exact time of arrival cannot be guaranteed, as the itinerary is subject to prior appointments, traffic conditions, and other logistical factors beyond our control. Do not expect a call from the technician. He’ll only contact you at the number you provided when you planned your appointment if he plans to arrive before or after the allocated time slot. A person over 18 years old must be present. If not, the technician cannot complete the work , and a new appointment will have to be scheduled. Your equipment should be easily accessible. M ove ahead of time any furniture that may complicate things. If you’re the owner of a household pet, please keep it away from the rooms where the technician will be working. If you are a building tenant, have the owner’s written authorization beforehand should the technician need to drill, for example, a hole in an exterior wall. If the building owner is on-site, his verbal agreement will suffice. If you have shared ownership of your property, be familiar with the rules of your association in regard to such matter. The electrical room also needs to be

The ideal speed for your Fizz Home Internet service will depend on the number of devices connected to your network, and the amount of data their online activities require. A plan with a higher speed implies more bandwidth, which will in turn accommodate a larger volume of data traffic. If you are browsing and checking your email, you will need fewer Mbps. If several people at your address will be watching video streaming or playing games, there will be more data traffic on your network, and more Mbps will therefore be needed to make the experience enjoyable for everyone. Depending on your location and needs, you can choose a plan ranging from 30 Mbps to 940 Mbps (see details below). Our upload speeds are 10 Mbps for the 30 Mbps and 60 Mbps plans, and 50 Mbps for all other plans. Discover our Internet plans Any access of 100 Mbps or more is subject to the traffic management policy. For more details, visit https://fizz.ca/en/faq/internet-traffic-management-policy Important. Along with the speed of your plan, you should not underestimate the importance of your modem’s location, and the distance between the connected device and your modem. - The location: Don’t install your Wi-Fi modem in the basement, but in the centre of the house, in an open space, without physical obstacles. In other words, hiding it behind the aquarium, or in the back of the closet is not a good idea. Also keep it away from interfering devices like the microwave or baby monitor. - The distance: The farther away the device, the more the speed decreases, and the device ends up receiving a residual speed. Help me choose Here are a few approximate examples of average use (it should be noted that the flows shown in the table are when the wireless connection

Check your signal Remember, no Internet means no TV. Your TV channels are delivered over your Fizz Home Internet connection. If you’re running into any issue with your TV service, start by checking your Internet connection. Check the region on your device The region settings of any compatible device you are watching your Fizz TV content on must be set to Canada. How to check and change the region: Apple TV: Settings > General > Region > select “Canada”. Roku: A Roku device remembers the IP address you use and sets your region from the second you connect it to the Internet. This means you may need to create a new Roku account, reset your Roku device and link the device to your new account. Refer to your device instructions. Android TV/Android mobile: In Google Play Store > Settings > General > Account and Device Preferences > Country and Profiles > Select “Canada”. Amazon Fire TV: Sign in to your Amazon account linked to the Firestick > Accounts and Lists > Content and Devices > Preferences > Country/Region Settings > Change > Select “Canada”. Apple mobile (iOS/iPad): Settings > (your name at top) > Media & Purchases > View Account > Country/Region > Change Country or Region > Select “Canada”. Use the latest version of the Fizz TV app Having the latest version of the Fizz TV app is key. If you’re not using the latest version, updating it may actually address your issue from the get-go. Check which version you’re using: In the Fizz TV app itself: Select “Settings” and the app version will be displayed in the bottom-right corner. Android TV/Fire TV devices: Settings > Apps > Fizz TV. You’ll see the app version at the top. Android mobile device: Settings > Apps (or Storage) > Fizz TV

Start date Please note that a payment cycle does not necessarily follow calendar months. For example, if you subscribe on June 6th, your payment cycle will be from June 6th to July 5th. For your mobile service: The date on which you activate your SIM card is the anniversary date for your mobile plan, and this date marks the start of your payment cycle each month. For your Home Internet service: You received your Fizz Wi-Fi modem by mail? Its activation date marks the beginning of your payment cycle. Don’t forget, Fizz will activate it remotely three (3) days after its delivery date, but you can activate it yourself in your account if you’re ready before then. Your modem was delivered by a technician? If you had an installation appointment with a technician, your modem will be activated then, and the date of your appointment therefore marks the beginning of your payment cycle. For your TV service: The payment cycle for your TV plan will be the same as the one for your Home Internet plan. But because your TV plan is activated as soon as you subscribe, you may need to pay a prorated amount on that day to bridge the gap until the next payment cycle of your Home Internet plan . Say you subscribe to Fizz TV on December 14, but your next payment cycle for your Home Internet plan only starts on December 30. The prorated amount you will pay on December 14 will therefore correspond to those 16 days. Come your next full payment cycle, December 30 in our example, the payments for both those plans (internet and TV) will be combined, and the payment cycle for your TV plan will be synchronized to the payment cycle of your Home Internet plan. Duration Please note

Going on vacation, moving or simply taking a break? Put your Home Internet plan on pause with just a few clicks. Good to know: A mobile plan cannot be put on pause. The best solution if you don’t want to lose your rewards in our loyalty program is to adjust your plan to its strict minimum (by only keeping the provincial coverage for instance) for the time being. How to change my mobile plan Putting your Internet plan on pause Putting your Internet plan on pause is done directly in your Fizz account > My plans > Manage plan > Pause my plan. Price per pause: $10 (plus applicable taxes) Your Home Internet plan can be put on pause up to two (2) times every 12 months per calendar year, for a maximum of six (6) months each time. The first time you put on your plan on pause will therefore determine the dates of your 12-month period. Let's illustrate this with an example. If you pause your plan on February 3, 2025, your plan must be reactivated no later than 6 months later, on or before August 3. You will then be left with one (1) pause available until February 2nd of the following year. Keeping with that example, say you wish to schedule your second pause to start December 12, 2025. Because your 12 months end February 2nd, 2026, that second pause will end on that date even if its length will be less than 6 months. If you wish to keep your plan on pause beyond that date, you’ll need to submit a new pause to start February 3, 2026. You will then be left with one (1) pause until February 2nd, 2027. Good to know: You keep your Fizz Wi-Fi modem. You’ll need it when your