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The Canadian Wireless Telecommunications Association (CWTA) has created a public site that allows you to search for your phone’s IMEI to find out if it’s on the National Stolen Device Blacklist. If you would like to see if your phone is on the National Stolen Device Blacklist, enter your phone’s IMEI number at: https://www.devicecheck.ca/check-status-device-canada/ How do I find my phone’s IMEI? An IMEI number is your phone’s ‘identity card’. It enables you to obtain your unlock code. It’s also an anti-theft provision by allowing you to block your phone in case it is lost or stolen. Your IMEI number can be found: By dialing *#06# on your phone’s keyboard Under your phone’s battery, or on the supporting card that holds an iPhone’s SIM card Printed on a sticker attached to your phone’s original packaging About the Canadian Wireless Telecommunications Association (CWTA) CWTA is the authority on wireless issues, developments and trends in Canada. It represents companies that provide services and products across the wireless sector. Representing the industry before all levels of government and various regulatory agencies, CWTA actively promotes the industry with the goal of ensuring continued growth of the wireless sector in Canada. CWTA administers a number of initiatives on behalf of its members, including corporate social responsibility programs and the national common short codes program. About the Global System for Mobile Communications (GSMA) The GSMA represents the interests of mobile operators worldwide, uniting nearly 800 operators with more than 300 companies in the broader mobile ecosystem, including handset and device makers, software companies, equipment providers and internet companies, as well as organisations in adjacent industry sectors. The GSMA also produces industry-leading events such as Mobile World Congress, Mobile World Congress Shanghai, Mobile World Congress Americas and the Mobile 360 Series conferences. If your phone is lost or

The amount of data your phone uses may vary depending on how you use it, which native installations are running on it, and which applications you have installed. Some applications, native or not, can use your mobile data in the background. For example, cloud-based apps such as Google Drive or Apple iCloud could be using your data to automatically backup your photos, videos, and documents. Some streaming music or video services can also download content in the background. Fizz provides you with handy tools to keep you informed about your mobile data usage: A usage metre (visible when you first sign in to your account) tells you how fast you are consuming your minutes and your data, compared to the amount available in your plan. Notifications at 75%, 90% and 100% of your usage. Note: You must log into your account and activate notifications at 75% and 90% usage. If you do not, you will only receive a notification when you are at 100% of your usage. You can also check your mobile data usage directly via your phone. The steps to follow to check your data usage can vary depending on the type of phone you have. Here are two examples: Android: Settings → Connections → Data usage → Mobile data usage iPhone: Settings → Cellular → Cellular data usage Here are some examples of average usage: Type of service Bandwith Data Consumption YouTube UHD 4K: 6 to 10 Mbps 1080p: 4.5 Mbps 720p: 2.5 Mbps 480p: 2 Mbps UHD 4K: 2.7 to 4.5 GB/hour 1080p: 2 GB/hour 720p: 1.1 GB/hour 480p: 450 MB/hour Music streaming Audio quality: 320 Kbps Audio quality: 96 Kbps Audio quality 320 Kbps: 50 MB/hour Audio quality 96 Kbps: 44 MB/hour Video streaming (Other than YouTube) High video quality: 5 Mbps Medium video quality

Restart your phone Reboot (power cycle) your phone by holding down the phone’s power button for 10 seconds. If it’s a timely issue with the operating system or an app, the phone will be able to reload everything to work properly. Does your phone overheat at a specific moment? Your phone is made of the same type of material as a computer. It’s normal its processor overheats when it’s being over-solicited. Some apps such as games solicit a lot of resources, and can cause your phone to overheat. Manufacturers programmed performance and temperature limits unique to each model to make sure they don’t get damaged when used. Restore your phone to its factory settings IMPORTANT: Save all media, contacts, apps and text messages that are archived and want to keep before proceeding. Some of your phone’s parameters will need to be reconfigured after: mobile data blocking, NPA, Wi-Fi settings, Bluetooth function etc. The steps to follow to reset your network settings will vary depending on the type of phone. Here are two examples: Android: Applications → Settings → General management → Reset → Reset settings → Click on Reset settings iPhone: Settings → General → Reset → Erase all content and settings Check whether the issue is still there before configuring and personalizing your phone, or installing apps. Check whether there is a manufacturer recall Check whether there is a manufacturer recall If it’s a physical break If your phone suffered from physical damage, this unfortunately won’t be covered by the manufacturer warranty. You could consider having your phone repaired: Every manufacturer has a list of authorized repair locations. Check their website to locate the one nearest you. A quick search on the Internet will also help you find other repair shops. Or else, you can always use your Fizz

To pay for your plan To pay for your monthly Fizz plans, please use: A Visa or Mastercard credit card A Visa Debit or Mastercard debit card An international Visa or MasterCard that supports 3D Secure verification. If you’re not sure whether your card supports 3D secure, you’ll find out when you try to make the payment. Good to know: Since Fizz is a prepaid provider of mobile, Internet, and TV services, a credit check is not required when you subscribe. The credit card used for payment can be under a different name or linked to a different address than the one associated with the service. How to add a payment method to my Fizz account * A pre-paid Visa or Mastercard (example: Vanilla card) can be used to make a payment, but only for one-time payments Rec urrent monthly payments cannot be planned with a Vanilla prepaid card. Each month, you must make a one-time payment to pay for the upcoming month, otherwise your services will remain unpaid and may be suspended. Please note that the total amount of your bill must be paid in a single transaction — it cannot be split between multiple credit cards. Here’s how: Wait at the end of your payment cycle when your monthly payment fails. You’ll receive an email and a message in your Fizz account will indicate the deadline by which your payment must be made, i.e. within the next 72 hours. Sign in to your account > My plans. Click on the “Proceed to payment” button and follow the steps. You unfortunately CANNOT use: American Express (Amex), Dinners and others credit cards A debit card (except Visa or Mastercard debit cards) Funds from your Fizz Wallet (where available) To buy a phone If you’re buying a Fizz phone, you can

The short answer, unfortunately, is no. At the moment, it is not possible to transfer a Fizz plan (or a phone number) from one Fizz account to another Fizz account. For both mobile plans and residential Internet plans, our systems do not allow the transfer from one account to another. It is also not possible to group multiple accounts. However, these are features we are working on. For a child who has grown up. If you had created a plan in your account for your child, and your child is now grown up and would like to stand on his own, he must first create his Fizz account. Once his account is created, he needs to create himself a new plan. In other words, he can't retrieve the plan he had in your account, whether it was a mobile or Internet plan. For 2 people living at the same address. For an internet plan For example, your roommate leaves but you stay in the apartment, and the Internet plan is activated in your roommate’s Fizz account. Your roommate cannot transfer the plan to you. He needs to unsubscribe from his plan (or submit a move request) and you’ll have to activate your own Home Internet plan at this address from your Fizz account. For a mobile plan For example, in the case of a separation, if both mobile plans are under the same Fizz account, it is unfortunately not possible at this time to transfer one of the numbers to a different Fizz account. Each plan remains tied to the account where it was originally activated.

When you login to your account, you will see a summary of your status to date. The top navigation on this screen enables you to view and manage different aspects of your account. In the top navigation, click on: Overview to see your usage for this payment cycle. My Settings to manage your referrals, linked accounts, contacts and settings. My Plans to adjust all plans on your account. Your Account Number Your account number can be found on the first page of your service agreement. This document was sent to you by email when you activated your plan. You can also find it through your Fizz account. Go to My Plans > Manage My Plan. The information will be displayed at the top of the page. Your Fizz account number is not your phone number. Your Fizz account number is a unique identifier assigned to your account when you sign up. It is used to manage your account and access your services. Unlike your phone number, which is used for calls and messages, your Fizz account number is essential for interactions with customer service and managing your account online. Read more: How do I view my Service agreement How do I change the type of emails and textos I receive from Fizz How do I change my personal informations Where can I see my Fizz transactions and orders

To unblock your SIM card right away, log into your Fizz account to reveal your PUK code ( My Plans > Manage > Unblock SIM card). Type the code that is revealed into your phone. If you entered 3 incorrect PIN codes and your phone displays “SIM card blocked” or “Enter PUK code”, your SIM card has been blocked to ensure your security. To unblock your SIM card, you must enter a PUK (PIN Unlock Key) code. Where to find your PUK code Log into your Fizz account and go to My Plans. Click on Manage and then Unblock SIM card. Click the slider to reveal your PUK code. Type this code into your phone to unblock your SIM. To simplify this process in the future, write down your PUK code and keep it somewhere safe or opt for the option to send it to you by email. After you unblock your SIM card After unlocking your SIM card with a PUK code, go to your phone settings to personalize your PIN code. Choose an easy-to-remember PIN — it will prevent you from accidentally blocking your SIM card again. How do I personalize my PIN? If you enter the incorrect PUK code 10 times, your SIM card will be permanently blocked. You will need to order a new SIM card. Order a new SIM card If you received your PUK code by email The email you received contains several codes: PUK1, PIN2 and PUK2. PUK1: The code to unlock your PIN if it is blocked. PIN2 and PUK2: Codes used only by a few phones to protect access to some SIM card features PIN2: The code set by default in your SIM card; if you have changed this default code, use the PUK2 code to reset it PUK2: The code