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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. Unable to sign into the Fizz TV app from your device Start by checking if the device you are using is connected to your Fizz Home Internet. The credentials for the app are the same as those for your Fizz account. Did you change your password for your account at Fizz.ca recently? If so, it’ll have changed for the Fizz TV app as well. Is the app up to date? Install any pending application updates. Verify if the problem occurs when using a different device. Did you block Internet access on your device? Check your Wi-Fi network’s parental control settings. If your device is blocked and cannot use your Wi-Fi network, Fizz TV will not work on it. No Internet means no TV. Make sure you are not using a personal router and that you are properly connected to your Fizz modem. App keeps loading If you are unable to access the Fizz TV app because it’s stuck on the loading indicator, here are possible solutions that may help you out: Check your Internet connection. Are other apps working properly? Make sure the device on which you are watching your content is not connected to a VPN (virtual private network). Log out and then log back into the app. If all fails, reinstall the app. Guide is empty If you’re accessing the Guide and you don’t see any show or content, check the following: Are there pending updates for the Fizz TV app? Is the device connected to the Internet? Make sure the device is not connected to a VPN (virtual private network). If all fails, reinstall the

Make sure that the Wi-Fi feature on your device is activated Your device may have a software and / or physical Wi-Fi switch. The location of the software switch may vary from one device to another. Here are two examples: Computer: Network and internet settings → Wi-Fi Smartphone: Settings → Connections → Wi-Fi Placement of the hardware switch can vary from one device to another. Here are two examples: An on/off button on the front or side of your laptop A combination of keys, for example: Function and F2 Select your Wi-Fi network The default username and corresponding password for your Wi-Fi network are written on a sticker on the back of your Wi-Fi modem (Default Wi-Fi network and Default key). The process for reconnecting to your Wi-Fi network may vary from one device to another. Here are two examples: Laptop: Settings → Network and internet → Wi-Fi Smartphone: Settings → Connections → Wi-Fi You can't find your Wi-Fi network? Use this link. If allowed by your device, connect to the 5 GHz Wi-Fi frequency Your Fizz Wi-Fi modem defaults to frequency band steering technology. When this function is disabled, your Wi-Fi modem will display two (2) frequency bands: 2.4GHz and 5GHz. Manually select the 5GHz on your devices. Here are the differences between these two frequency bands: 5GHz frequency band: Less exposed to interference Faster maximum speeds Less reach 2.4GHz frequency band: More exposed to interference Slower maximum speeds More reach Not able to recover your Wi-Fi password? Restore your Wi-Fi modem to its factory settings IMPORTANT: This will reset any changes that have been made to your Wi-Fi modem settings to date. You may also need to reconfigure your devices’ Wi-Fi settings (network name, password, etc.). Using a small, sharp object, press the modem’s reset button for 10

Good to know: Although we are present in several Canadian provinces, the best way to check if your address (or city) is eligible is to consult the our subscription page. Before we tackle the how, let’s talk about the why. Fizz is a new kind of mobile company. You create your plan, your way — with all the bells and whistles you need to stay in touch with your favourite people. Change your plan any time, to suit your littlest whim. You’re in full control of your plan, which is customizable to what you really need — and without all the fuss! And when it comes to data, we’re the fairest. You never pay for data you don’t use* — we just roll your data over to the next month. Feeling generous this month? Gift your data to anyone who has an active Fizz account. * Data rollovers are valid for the two following payment cycles. At Fizz, there are no activation fees. For a mobile plan, you only need to plan for the purchase of a Fizz SIM card. For a Home Internet plan, the Wi-Fi modem is included, and so is the self-installation. That means you only pay for your plan—nothing else. And don’t forget, you can change your mobile or Internet plan at any time, ensuring you pay only for what you truly need each month. Pleae note that Fizz offers services that are designed for residential use. Our services are unfortunately not offered to businesses. How do I create a Fizz account? How to start using Fizz in just a few easy steps : Decide whether you wish to buy a phone on fizz.ca or use your own.* *To use your own phone on the Fizz network, check its compatibility, and make sure it's Unlocked. Go

Moving your Home Internet plan is done directly from your account. Submit your request under My plans > Manage plan > Moving my service. Word of the wise, don’t forget to pack your Fizz Wi-Fi modem and bring it with you on your moving day! Need to change your Home Internet plan? No worries, but plan to do so before or after your move. You cannot modify your Home Internet plan during your move. Date coordination Chances are the date you choose to deactivate your Home Internet service at your current address will differ from the installation date you select for your new digs. If that’s your case, no worries. Your plan will be simply put on pause, and you won't incur any fees during that time. Your payment cycle will shift and begin upon activation at your new address. If a technician’s visit is required, the time needed to get an appointment varies based on demand. So, make sure to plan ahead during the moving season in June and July. A plan (or the service) is not available As you fill out your move request for your Home Internet plan, we’ll obviously ask you to enter your new address. One of three things can happen: > All is fine. This is great, but chances are this is not your case if you’re reading this section of our FAQ. > The download speed you have now is not available at your new address. Perhaps you are moving from an area with high bandwidth to one with lower bandwidth, which impacts the download speeds available to you. Choose a new plan. On the activation date of your new plan at your new address, your old plan will be refunded to you on a prorated basis. > Fizz Home Internet is not

Start date 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 will be combined, and the payment cycle for your TV plan will be synchronized to the payment cycle of your Home Internet plan. Good to know: If you subscribe to your TV plan during the freeze period for your Home Internet plan, the amount you will have to pay will correspond to the days leading up to your first full