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An unlocked phone is one that is not linked to any specific cellular network. For example, when you buy your phone from a mobile provider, you will only be able to use it with that carrier until you unlock it. Legislation now allows all Canadians to unlock their phones, regardless of the original carrier. Unlocking your phone means you are able to use it with any carrier, provided that your phone is compatible with its network and bands. If you bought your phone from a Canadian provider after December 1, 2017, it is unlocked by default. When your phone is unlocked, you can insert a SIM card from any mobile provider to use your phone on their network. How can I see if my phone is locked Insert your Fizz SIM card (activated or not activated) into your phone. When your card is inserted: Your phone is unlocked if it connects to the network or asks you for a PIN code to unlock the SIM card. Your phone is locked if it asks you for a SIM unlock code. Follow the instructions below to unlock it How to unlock my phone Because Fizz is not the company that locked your phone, we cannot unlock it. Only the provider who sold you your phone can unlock it for you. Make sure you have your phone’s IMEI and insert your Fizz SIM card in your phone. Then contact this provider’s customer service team to ask for an unlock code and instructions for unlocking your phone. Know that some websites specialize in unlocking phones and will offer this service for a fee. Good to know: The IMEI is your phone’s ‘identity card’. It allows you to obtain your unlock code. It’s also an anti-theft provision that allows you to identify and block your

Fizz guarantees the proper functioning of all the devices it sells. However, you may use your own device, provided it meets the requirements outlined below. Good to know: smartwatches are not supported at this time. If you wish to use an eSIM Important: Check your device compatibility before ordering an eSIM card, as not all phones support eSIM technology. Good to know: if your phone is not compatible with eSIMs, don’t worry. You can still get a physical SIM card online, or from one of our partner stores. Here are a few ways to check if your phone is compatible with eSIM technology: Visit your device manufacturer’s website or contact their customer support. In your phone’s settings, go to the SIM section. If you see an option to Add an eSIM, your device is compatible. Dial *#06#: if an EID (Embedded Identity Document) appears, your device supports eSIM. If you’re using your own phone, is it VoLTE-compatible with Fizz? The withdrawal of the 3G network began on July 31, 2025, for Fizz and several of its partners. All calls made with your Fizz mobile plan will then go through the LTE network thanks to VoLTE technology. That’s why it’s so important for your phone to be VoLTE-compatible at Fizz or else none of your c alls (including 911 calls) will go through when the 3G network is gone. Understand the importance of VoLTE Good to know: - A non-exhaustive list of VoLTE-compatible phones, when purchased from Fizz, is available for general information. - The best way to confirm whether your phone is VoLTE-compatible at Fizz is, once your Fizz mobile plan is activated, to make a call by dialing #TEST (#8378) on your mobile phone while at home. How to check my phone If your phone is VoLTE-compatible at Fizz