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You can switch the Fizz website from French to English using the FR (Français) / EN (English) button on the bottom of the page. If you're using your smartphone, the language button is in the top left menu. By default, you will see the Fizz website in the same language as your browser. To change the language of your notifications, texts and emails, adjust your account settings in My Account > My Profile. Learn more about managing your Account Settings Vous pouvez choisir la langue du site grâce au sélecteur en bas de la page FR (Français) / EN (English). Lorsque vous naviguez sur le site depuis votre appareil intelligent, le sélecteur de langue se trouve dans le menu en haut à gauche de votre écran. Par défaut le navigateur est dans la langue de votre navigateur. Pour changer la langue des notifications et des courriels envoyés par Fizz, rendez vous dans Votre compte, dans la rubrique Mon profil Plus de détail sur les informations à paramétrer dans votre Compte

Fizz wants to ensure that it benefits from the most suitable telecommunications solutions, regardless of each person's situation. We remain on the lookout for the latest innovations that facilitate access to our services for people living with functional limitations. In order to use certain accessibility functions, please contact our Customer Service team, available 24/7, to make specific requests simply by clicking on the chat icon in the lower right-hand corner of this page. Our agents will do everything in their power to meet your needs. Fizz is proud to present its accessibility plan for customers living with various functional limitations. By implementing concrete actions, our employees are committed to listen and pay closer attention to them, to better meet their needs and to provide a communication channel that better facilitates the sharing of changes to our company’s accessibility service offering. READ THE ACCESSIBILITY PLAN 2023-2026 (PDF FORMAT) READ OUR PROGRESS REPORT 2024 (PDF FORMAT) Types of available services that are adapted to specific disabilities Features provided by phones Features provided by specific phones to facilitate daily use Bluetooth compatibility Loudspeaker Compatibility with hearing aids Compatibility with teletypewriter Alerts and notifications in vibration mode Haptic feedback Predictive text Voice-to-text conversion Improved accessibility Clearly identifiable ringtone Contact identification using unique photos Automatic text input Speech recognition Autocomplete Automatic answer (using headphones) Voice dialing (using headphones) Voice commands Customizable menus and shortcuts Accessible, high contrast keyboard Raised dot on the 5 key Check with your phone manufacturer to learn how to activate these services and features. Unfortunately we do not have all available information on which phones support specific features. ​T911 service The T911 service enables people who are living with auditory or speech disabilities to use text messaging to communicate with the 911 emergency service. To activate this service on all relevant

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

Contact the management team for Fizz Customer Service. Fill in the form to detail and submit your complaint to the management team for Fizz Customer Service. We’ll be in touch with you within 48 hours of receiving your form. Fill out the form Chat live with one of our agents Most problems are resolved following this step. To chat with our Customer Service team, go to https://fizz.ca/en/support Submit a complaint Our Customer Service team is there to help you. Our goal is to make your Fizz journey runs as smooth as possible. If your issue hasn’t been addressed, or if you’re not satisfied with the result, we apologize and request that you submit an official complaint to the management team for Fizz Customer Service with a detailed account of your issue so we can address it properly. Fill out the online form, clearly describing the issue and why the solution we’ve proposed does not meet your needs. A member from our specialized team will contact you by email within 48 business hours of receiving your form. Fill out the form Commission for Complaints for Telecom-Television Services (CCTS) CCTS is an independent agency whose mandate is to resolve complaints of consumers about their telecom and TV services, and complaints of small business customers about their telecom services, free of charge. If you have a complaint about your telephone, wireless, internet or TV service, you must first try to resolve it directly with your service provider. If you have done so and have been unable to reach a satisfactory resolution, CCTS may be able to help you. To learn more about CCTS, you may visit its website at www.ccts-cprst.ca or call toll-free at 1-888-221-1687. .

Is the coverage adequate? Make sure you are in a zone that has adequate coverage. See our network coverage map The Fizz mobile network, like the vast majority of mobile service providers in Canada, is broadcast from fixed antennas on the ground. It’s normal that the signal will be affected in some places by natural and artificial obstacles. Artificial obstacles may include: Concrete Steel Aluminum Natural obstacles may include: Mountains Valleys Forests Restart your phone If the network signal is weak, your phone may be connected to an antenna that is not in an optimal location for you to access the network. Reboot (power cycle) your phone by holding down the phone’s start button for 10 seconds. Following your reboot, your applications will load. Your phone will then re-authenticate to the Fizz mobile network and potentially recover its authorization to access the network. Is the Fizz network chosen? Make sure your phone is configured to automatically select the Fizz mobile network. IMPORTANT: Before starting this process, make sure the SIM card is inserted in your device. Otherwise, the Mobile networks menu will not be visible. The steps for enabling your device to automatically select a network varies depending on the type of phone. Here are two examples: Android: Settings → Connections → Mobile networks → Network operators → Search networks → Automatic/Fizz iPhone: Settings → Operators → Automatic/Fizz Note: If the Fizz network is not optimal where you are, you may try to temporarily connect to our wider area network. How to access the Fizz wider area network The position and distance of our partners’ antennas may differ from ours — your mobile experience may improve at locations that are problematic for the Fizz network. Reset your phone’s network settings IMPORTANT: This operation will also reset your WiFi settings, mobile