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The My Rewards program allows you to earn rewards for every dollar you spend with us. You also move along in the program when you participate in the Community Hub, gift your mobile data to another Fizz member, refer a friend, etc. In fact, the longer you stay with Fizz, the more you’ll be dazzled with the rewards we have in store for you throughout your Fizz journey My Rewards How do I subscribe? You are automatically subscribed to My Rewards the minute you create an account on fizz.ca. Don’t have an active plan yet? No worries. You can still start earning points in the program by participating in the Community Hub for example. You’ll need an active Fizz plan, however, to use any reward you receive. How does My Rewards work? Throughout your Fizz journey, you collect points for actions you complete: answer a question in the Community Hub, refer friends, add funds to your wallet… you get the point (no pun intended). Accumulating points allows you to progress from level to level. Good to know: When you change your plan, you don't lose your rewards. For example, the My Rewards upgrade for dollars off the price of your plan, or the one for free mobile data every month will continue to apply to your new plan. Your points are yours, and yours alone. You cannot gift your points to another Fizz member. It’s also important to know that your points cannot be redeemed for cash. If a member is not the one paying for his own plan, such as it may be the case for a young member whose parents pay for them, this member won’t receive the points related to the dollars spent. The levels Throughout your Fizz journey, you collect points for your dollars spent, and

With Visual voicemail, your messages are literally at your finger tips. You listen and manage your messages by selecting them directly on your phone screen, without having to “call” your voicemail. Is my plan ready? Your mobile plan must include the Voicemail option, as well as data. Visual voicemail is now the basic voicemail for our mobile plans. So whatever name you see, Voicemail or Visual voicemail, know that we're referring to the same thing, Visual voicemail. How to add the Voicemail option to my mobile plan How to configure my phone. Once your plan is ready with the Visual Voicemail option and data, you’ll have to configure your phone. Android members, it’s all in the app. Download and install the app Fizz | Visual voicemail on your phone. The activation steps are simple, and you will have a few permissions to give like allowing texts and the synchronization of your contacts. These permissions are necessary if you want to take full advantage of the Visual voicemail features. Download the app on Google Play Apple members, it’s all in the iOS. Update yours if need be, and then follow these steps: Go to the Phone app Tap the Voicemail tab Is my plan ready? With Fizz, the Voicemail option includes Visual voicemail, meaning you get a supercharged voicemail for the same price. To enjoy it, your mobile plan must include the Voicemail option and data. Change my plan Not a Fizz member yet? Try us, you won’t regret it. Our plans are flexible and we don’t do fixed-term contracts. See the mobile plans How to use Visual voicemail. This is where the fun starts: Visual voicemail works with an intuitive visual interface. Honestly, you’ll wonder how you ever lived without it. Your messages will be there, on your phone screen

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 . If your phone line was just recently activated on the Fizz network, see: Transferring your phone line If you’re having difficulty making phone calls (but can receive calls) see: My phone can’t make 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 coverage zone for the Fizz network, you can connect via our partner network. Learn about accessing our partner network Please note that when you are within your coverage zone, you may receive calls from international numbers. This is completely normal, and these calls can reach you even if you are not travelling abroad. This behavior is simply part of how mobile networks operate. Troubleshooting: Make sure you have minutes Make sure you have minutes left on your plan. If your plan does not contain any minutes, it will be impossible to receive calls on your phone. Several options are available to you in My Account under ''Manage'' to fix the situation: Buy an Add-on (you can then make and receive calls immediately) Add funds to your wallet (you can then make and receive calls immediately) Change your plan (any plan change will be effective starting at your next payment cycle) Log into your account Restart your phone Reboot (power cycle) your device by holding down the device’s start button for 10 seconds. After you reboot, your applications will reload

Why is my request denied? There are several reasons why a return request or warranty claim can be denied. Your phone did not meet all of the conditions for a return. These conditions are detailed and explained in the online return request. The person submitting the return request checked a box to certify and confirm they had read and agreed to these conditions. Read the condition The required steps to prepare your phone for its return were not completed correctly. Technicians were not able to access your phone to inspect it. Read the steps In the case of a warranty claim, the issue for which you submitted a claim is not covered by the warranty Read the warranty details What happens when my request is denied? As outlined in the conditions you reviewed and agreed to before returning your phone, if your request is denied, you will be invoiced the administrative fee (an amount of $75 plus applicable taxes). This amount will be invoiced using the credit card you entered when submitting your online return request. Once the administrative fee has been processed, we’ll send you back your phone. You can see where your phone is at in your online account - My Phones > Follow my return. Keep an eye out on your emails for updates and important information. Fizz cannot keep your phone . If the two delivery attempts we make to deliver your phone fail, you will have to follow the carriers’ instructions to pick it up yourself at their offices. If you have questions about why your request was denied, you may contact our Customer Service team by chat. Click on the chat bubble in the lower right-hand corner of this FAQ during our business hours. What are my options now? For a 15-day return: If

Good to know : Going on vacation, moving or simply taking a break? The option to put your Home Internet plan on pause with just a few clicks. To learn more, check out the FAQ : How to put my plan on pause. If you wish to unsubcribe from from Fizz Mobile, please go here : How do I unsubscribe from Fizz Mobile? Before we say our farewells, let's check a few things so we make sure Fizz is working for you, and your wallet. Are your My Rewards upgrades activated on your Home Internet plan? Based on your My Rewards level, we're talking up to $6 off the price of your plan. Every month. Check my upgrades Is there a plan or price that would better fit your needs? If so, just make the switch in your account. All Fizz members have access to posted prices. No need to negotiate. You can change your plan every month if you want. How to modify my plan Do you know anyone who is looking for an Internet or mobile provider? The idea here is to get yourself some referral bonuses applied as a reduction on your upcoming Fizz payments. Share your referral code with as many friends as you want. You may even end up not having to pay for your own Fizz services. Reveal my code If this really is goodbye We’re sorry to see you go. As a friendly reminder, if this plan is the only one you have with Fizz, unsubscribing means you will lose your My Rewards points as well as referral bonuses you may have earned during your time with us. IMPORTANT : When you unsubscribe from the Internet service, the modem must be returned to Fizz. It cannot be kept, reused, or transferred to another

New Fizz account. If you’re new to Fizz and recently created your account, the confirmation of your email address is key. This step must be completed within 24 hours by clicking on the link in the validation email we sent you. If the 24-hour delay has passed, no worries. By clicking on the link in the validation email, you will be redirected to a window from which you can request a new link. Or you can go on fizz.ca and sign in. The system will automatically send you a new link to finalize the creation of your account. Reset or change your password. Everyone can forget. And if that’s your case, no worries. There’s a magic link on the login page that allows you to change your password. When asked, enter the email address associated with your Fizz account. You’ll then receive an email from us with a link to reset your password. Beware, you’ll have 30 minutes to take action. After that, the link won’t work, and you’ll have to start over. If you do end up doing this a few times, use the link in the most recent email. The other, previous links won’t work. Good to know: After changing your password, you may need to clear the cache of your Internet browser to delete your history and your cookies. Account is locked. If your account is locked and attempts to reset your password are not working, contact us by clicking on the chat bubble at the bottom right . We’ll look into the matter together and settle on the next steps. Account does not exist. Your account may have been deleted if: You did not confirm your email address within 24 hours of its creation. AND You did not use your Fizz account in the following three