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Since Fizz does not manufacture its own mobile devices, the only warranty offered on new phones is the 12-month manufacturer warranty. Preloved phones are covered by Fizz for a period of 6 months. My warranty info To see the dates of your warranty period for your phone: In your Fizz account, go to My phones . At the phone in question, click on Manage > My phone Warranty For an Apple product, refer to the Apple site for the details pertaining to their warranty. If you made a warranty claim and received a replacement phone, the warranty period for your old phone continues on this replacement phone. An issue? Start here. I f your phone or a feature is not working properly, start by checking its online user guide. A solution is also perhaps already out there: The Solution Hub is a good place to look. We may already have a solution for your issue. Phone reboots in a loop Issue with the screen Phone freezes Issue with battery/charging Phone doesn’t recognize the SIM card Phone doesn’t reboot Overheating Other Fizz members may have experienced the same issue with their phone. A quick visit to the Community Hub is a good idea. 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 any warranty claim: You must send back your phone with its charger. Only damage related to an issue with the phone is eligible. Any warranty claim for damage resulting from misuse will be denied. Making a warranty claim Any warranty claim for an Apple product that was bought new must be dealt directly with Apple. Check

Instructions to return your phone Once your online return request has been submitted, you’ll receive a confirmation email with your return label. Here are the steps to follow: Pack your phone and its accessories securely in a reasonably sized box. Print your return label or present your QR code at a Canada Post deposit location. Bring your package to the Canada Post drop-off location before the indicated date - you have 30 days once your return request is submitted. Track the status of your return directly in your account under My Phones > Follow my return. Important: if this device is considered hazardous equipment, please add the mention Hazardous equipment on your package. Preparing your package Write down your return ID number on a piece of paper, and make sure to pack that paper with your phone: For a 15-day return, your phone must be in its original box. Don’t forget to include all its accessories and the charger. For a warranty claim, send your phone along with its charger. If you don’t have the original box, you may use another box of a reasonable size to protect the phone and prevent any damage during transit. Please note that the condition of the phone upon arrival remains your responsibility until it is received by Fizz. Head to a Canada Post deposit location Make your way to a Canada Post deposit location with your package with the return label on it or your confirmation email showing your QR code. Respect the deadline outlined in your confirmation email. If you miss your deadline, Canada Post will not accept your package, and you’ll have to resubmit a new return request. Tracking the status of your return You can track your package and the status of your return directly in your Return History by

If you selected a new phone number... Your plan will be active in a matter of minutes. Be patient. We’ll send you a text when everything is ready to go. If you transfered your number from another provider... Your plan will be activated within 2 hours. In the meantime, you can use Wifi and data from your plan and you can make (but not receive) calls and texts. We’ll send you a text when your plan is 100% ready to go. You will receive updates on your number transfer in your account notifications. How to check your notifications What to do if you have issues with transferring your number Read more : How to verify that activation was successful Activation: How do I transfer my current phone number to Fizz? Activation: How do I choose a random phone number? Activation: How do I choose the last 4 digits of my phone number

To prevent identity theft or any fraudulent use, you must absolutely block your SIM card (access to your plan and phone number) and your phone. To do so, log into your Fizz account. Under My phones you’ll see an option to report your phone as lost/stolen. But before doing that, did you think about using the function to locate your phone? How to find an iPhone phone (iCloud account) How to find an Android phone (Google account) Block your SIM card. Blocking a SIM card allows to block any fraudulent use of your plan, as well as access to your phone number. To do so, log into your Fizz account. Under My phones you’ll see an option to report your phone as lost/stolen and block your phone and/or SIM card. The block is effective immediately. When your SIM card is blocked, your mobile plan remains active. - You will stille be able to access your voicemail from another phone. See how - Best is for you to activate a new SIM card as soon as possible (with another phone if yours is also lost/stolen). - You may also unsubscribe from your mobile plan. This would come into effect at the end of your payment cycle. If you find your SIM card, you can unblock it by going back into your account. Block your phone. Blocking a phone puts it on the National Stolen Device Blacklist. Fizz contributes to maintaining this blacklist in an effort to reduce the number of mobile device thefts. When a device is registered in this registry, its access to the networks of participating wireless service providers is blocked. To block your phone, you’ll need its IMEI. That number is written on the original packaging, as well as in the documentation included at the time of purchase

Getting a new number for your mobile plan is easily done via your Fizz account. Your plan must be active of course, and you’ll have a one-time fee to pay, which will be clearly should you decide to proceed. You’ll have two options: 1. Choose a random number from the selection presented to you. 2. Find a number by entering the last four (4) digits of your choice. Important: the voice messages you saved when you were with your other provider will be lost and this even if you transfer your phone number over to Fizz. You can change your number whenever you want, and as many times as you like, but you have to keep it for a minimum of 30 days. Choose a random number To change your phone number to a random new number - a one time fee of 1$ plus taxes applies : Go to My Plans in your Fizz account. If there is more than one plan on your account, scroll to the plan you wish to change. Click on Manage and choose Change phone number. Here you will see your current phone number and two options: Select the first option: Get a new number (see on the image below). Choose a number from the list. (Click Get a new number list to refresh this list. Note that you can only refresh this list 5 times. When you refresh this list, you will not be able to go back to the previous list of numbers.) Click Confirm Choose the last 4 digits How to change your number and choose the last 4 digits - a one time fee of 2$ plus taxes applies : Log into your account. Click on My Plans in the top navigation. If there is more than one plan on

If you are following the process of transferring your current phone number to Fizz, the table below outlines the account number formats used by different providers. Your account number is on your bill or in the client account for your current provider. If you cannot find your account number, or if you are not unsure about which number to use, we advise you to submit your transfer request using the IMEI for the phone you are using with your current provider. To find your IMEI, dial *#06# on your phone’s keyboard. If the number is more than 15 digits long, enter only the first 15 digits. Provider Mobile Landline Format Supporting information Bell 9 digits Never starts with a "0". Do not use the 14-digit account number starting with ZZZ. Rogers 9 digits Telus Mobility Up to 9 digits You can omit the "0"(s) if the number starts with one or more "0"s. However, if you type the “0”(s) it will not be rejected. Telus 10 digits Fido 9 digits ACN 9 digits Aliant 1234567(space)8 Enter only the first 7 digits. Omit the "0"(s) if the number starts with one or more "0"s. Omit the digit after the space. However, if you type the “0”(s) or the number after the space it will not be rejected. Aliant Mobility 1234567-8 Enter only the first 7 digits. Omit the "0"s if the number starts with one or more "0"s. Omit the number after the hyphen. Entering the "0" (s) in front of the number and / or the digit after the hyphen will cause the request to be rejected. Cityfone Telecommunications Inc. 8 digits Omit the "0"(s) if the number starts with one or more "0"s. However, if you enter the "0"(s) or the number following the space it will not be

To choose the last 4 digits of your phone number (if they’re available): During the activation process, you’ll be presented with three option Select the third option: Find a number. Type the four numbers you want into the search box. Choose a number from the list. (Click Get a new number list to refresh this list. Note that you can only refresh this list 5 times. When you refresh this list, you will not be able to go back to the previous list of numbers.) Click Confirm. Read more : How do I choose my phone number? Activation: How do I transfer my current phone number to Fizz? Activation: How do I choose a random phone number? How do I get a new phone number? I’m having problems transferring my current phone number to Fizz. Why? What can I do? What if I’m unable to transfer my phone number? I just activated my plan. How long before I can use my phone? How to verify that activation was successful