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To return your phone under the 15-day return policy, you must submit your request online within 15 days of the date on which you received your phone . Once that delay has expired, the 15-day return policy will be expired, and you will no longer be able to return your phone for a refund. To return your phone under the 15-day return policy, your mobile data usage must not have exceeded 50% of the data included in the mobile plan associated with that phone. Note: members with an approved disability attestation have a 30-day trial. There is a lifetime limit of two (2) 15-day returns per account. Specific conditions There are several conditions and important information you must know and accept before returning your phone, including the presence of an administrative fee if your return request is denied. See all the conditions The following additional conditions are specific to the 15-day return policy: You must send back your phone with all its accessories, including the charger and the original box. The phone must be like new. It wasn’t dropped. There is no scratch or any physical damage to the case, screen, buttons or connectors, camera lens and/or flash. In the case of a refurbished phone, it’s in the same condition as when you bought it from Fizz. One (1) return per account per year is allowed under the 15-day return policy. Beyond that number, we won’t be able to honour any return request. Returning my phone The process in a nutshell: A return request must be submitted online via your Fizz account under My phones/Manage my phone/Return my phone. You’ll be guided step-by-step through important information and conditions which you’ll need to certify and confirm (by checking a box) before returning your phone to Fizz. Read the conditions and important

The excitement that comes with the arrival of a new phone is hard to beat. Congratulations on your latest acquisition. We are delighted you chose Fizz to enjoy it. Any phone purchased on fizz.ca is unlocked. You are solely responsible for the security and privacy maintenance of your phone. Adding a passcode for example to protect your phone from unauthorized use is good practice. If you are new to Fizz mobile services Welcome! Activating your Fizz SIM card with the plan of your dreams is the first thing to do. Visit fizz.ca/activation and follow the on-screen steps. If anything is unclear, check out our activation FAQ . If you already have an active Fizz mobile plan If your new phone is replacing one with an active Fizz mobile plan, follow these steps: Pop out the phone tray of your old phone, and retrieve your Fizz SIM card. Place it into the tray of your new phone.* Restart your phone. Your phone will authenticate to the Fizz mobile network, and work with your existing mobile plan. Remember, the content from your old phone will not be imported with the SIM card swap. This includes your contacts, your Google or Apple ID account, old text messages, and the various apps you downloaded over time. Your Fizz SIM card is too small for your new phone? Use the support it came in to adjust its size to a larger one. If you don’t have that plastic support anymore, you’ll have to order a new SIM card . I don’t have a Fizz SIM card A Fizz SIM card is key to use the mobile plan of your dreams. If you forgot to order a Fizz SIM card with your phone, no worries. We’ll get you set up in no time. If you lost

Requirements Before you dive in and subscribe to our TV service, please note the following important requirements. A Fizz Home Internet plan of 30 Mbps minimum. Fizz TV is available to Fizz Home Internet members in the province of Québec. Fizz delivers television by IPTV which means your TV channels are delivered over your Internet connection. The speed you choose for your Home Internet plan will therefore have an impact on the rendering of your TV service. The minimum recommended is 30 Mbps. Don't have an Internet plan yet? Follow this link to subscribe to Internet and Fizz TV at the same time: Subscribe to Fizz Home Internet and Fizz TV A compatible device. Once subscribed to Fizz TV, you must download the Fizz TV app on a compatible device to access and watch the channels you selected as part of your TV plan. As such, make sure to check the list of compatible devices beforehand. Good to know: A maximum of one (1) TV plan per Fizz account is allowed. Know that Fizz services unfortunately cannot be used for commercial purposes or in the operation of a business. Subscribing Visit this section of our website for all the details on our TV service. You can subscribe there, or directly here, or directly in your account at Fizz.ca > My plans > Add a TV plan. The on-screen steps are easy to follow, but there are a few things worth mentioning. Fizz TV is only offered to our Internet members. If you don’t have a Fizz Home Internet plan, you can subscribe to both our Internet and TV services at the same time! As soon as your Internet plan is active, your TV plan will be automatically activated. Good to know: If you have a Fizz Home Internet plan but

What is my Contacts list? Your Contacts is a list you create that contains all the Fizz members with whom you want to stay in contact. It may contain your family, acquaintances and friends, colleagues, or people to whom you have gifted data. Manage my Contacts Where do I go to manage my Contacts? When you first join Fizz, your Contacts list will be empty — you need to create it by searching for Fizz members and adding them to your Contacts list. To view, add, remove and manage contacts: Go to My benefizz in your Fizz account. Select My crew > Manage my Fizz friends. We protect members’ privacy by showing only a contact’s first name and last initial. Add, remove or edit a contact How do I add, remove or edit a contact? You create your own contacts list by adding members from our list of all Fizz members. To add a contact: Go to My benefizz in your Fizz account. Select My crew > Manage my Fizz friends. Search for your contact’s email or phone number. If they’re a Fizz member, their first name and last initial will appear in the search results. We’ll ask you to assign a relationship to this contact. This is optional; assigning a relationship, such as friend or co-worker makes it easier to organize your contacts. Click Add. To remove a contact: Go to My benefizz in your Fizz account. Select My crew > Manage my Fizz friends. Search for the contact’s email or phone number to bring up their name. When their first name and last initial appear, click Remove this contact. To edit a contact: Go to My benefizz in your Fizz account. Select My crew > Manage my Fizz friends. Search for the contact’s email or phone number to

Due to the Canada Post strike, please ignore the return instructions you receive in your Fizz account and follow these special instructions instead. Any return request must be submitted online via your Fizz account under My phones > Manage my phone > Return my phone. The IMEI of the phone that is returned must match the IMEI associated with the return request you submit online. If you just bought your phone and are unhappy with it, you may return it under the 15-day return policy . You must submit your request online within 15 days of the date on which you received your phone. Once that delay has expired, the return policy will be expired. See the details of the 15-day return policy If you’re having an issue with your phone, you can make a warranty claim . Make sure the issue is covered by the warranty. Check warranty details before submitting your request. Conditions for a return The conditions detailed below apply to the 15-day return policy, as well as to any warranty claim. Returns for operating software issues or damage following misuse will not be accepted. When you fill out your online return request, you will be asked to certify and confirm each of these return conditions by checking a box: - The phone hasn’t been damaged by water in any way. See the common causes - The phone has no physical damage, and does not show any sign from being dropped. 15-day return Warranty claim The phone is like new. There is no scratch or any physical damage to the case, screen, buttons or connectors, camera lens and/or flash. In the case of a refurbished phone, it’s in the same condition as when you bought it from Fizz. Only damage related to an issue with the phone

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