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If y our Home Internet service was diagnosed by our Customer Service team with a malfunction, or you need to add or relocate an outlet, then your appointment is actually a service call. Managing the appointment for a service call is different. Refer to section 3 for more details. Are you more the visual type? Our pretty video summarizes the content of this FAQ. Grab your coffee, sit back and watch here: Important tips for a tech visit. Important tips for a tech visit. Here are a few things to know to make sure the technician’s visit runs as smoothly as possible. On average, a visit lasts less than an hour. You’ll get a better time estimate once the technician is on-site. Do not expect a call from the technician. He’ll only contact you at the number you provided when you planned your appointment if he plans to arrive before or after the allocated time slot. A person over 18 years old must be present. If not, the technician cannot complete the work , and a new appointment will have to be scheduled. Your equipment should be easily accessible. M ove ahead of time any furniture that may complicate things. If you’re the owner of a household pet, please keep it away from the rooms where the technician will be working. If you are a building tenant, have the owner’s written authorization beforehand should the technician need to drill, for example, a hole in an exterior wall. If the building owner is on-site, his verbal agreement will suffice. If you have shared ownership of your property, be familiar with the rules of your association in regard to such matter. The electrical room also needs to be accessible. If a technician’s visit is required, the time needed to get an appointment

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

If you wish to unsubscribe from Fizz Home Internet, go here : How do I unsubscribe from Fizz Home Internet? Before we say our farewells, let's check a few things so we make sure Fizz is working for you, and your wallet. Are your My Rewards upgrades activated on your mobile plan? Based on your My Rewards level, you can enjoy free data and even a rebate on the price of your plan. Every month. Check my upgrades. Is there a plan or price that would better fit your needs? If so, just make the switch in your account. All Fizz members have access to posted prices. No need to negotiate. You can change your plan every month if you want. How to modify my plan. Do you know anyone who is looking for an Internet or mobile provider? The idea here is to get yourself some referral bonuses applied as a reduction on your upcoming Fizz payments. Share your referral code with as many friends as you want. You may even end up not having to pay for your own Fizz services. Reveal my code. If this really is goodbye. We’re sorry to see you go. You can unsubscribe from your plan at any time, but the cancellation will officially take effect at the end of your current payment cycle. You will not receive any pro rated refund. Fizz is a prepaid mobile service, and the choice to cancel before the end of your cycle is yours. For example, if you unsubscribe on day 1 of your payment cycle, your plan will be officially closed in 29 days. The only exception is if the cancellation occurs during the trial period. Any money in your Fizz wallet will be automatically refunded at the end of your payment cycle. If you

Make sure you are in an area covered by our service. View network coverage maps If you are outside of Fizz's coverage area, you may still be able to use your mobile data by connecting to our WAN. How to access the extended network If you are outside the Fizz coverage area, your phone is probably in roaming mode.   Options for using data while roaming      Is there data in your plan? Make sure you have mobile data in your plan.   My Plans. If there is no data in your plan, you will not be able to access the Fizz mobile Internet network. You can change your plan to add data. This change will take effect come your next payment cycle. Other options: Buy an Add-on which will allow you to use its data right away. Connect to a Wi-Fi network. Is your data enabled? Your phone has a software switch that allows you to grant or deny access to the Fizz mobile Internet network. By doing so, you allow, or not, your phone to use mobile data.   The procedure for allowing the use of mobile data may vary from one phone to another. Here are two examples: Android: Settings → Mobile Network → Mobile Data iPhone: Settings → Cellular network → Cellular data If you're outside your coverage area: You may need to enable mobile data while roaming as well.  The steps to enable data roaming may vary from phone to phone. Here are two examples: Android: Connection → Mobile Network → Roaming iPhone: Settings → Cellular → Cellular Data Options → Data Roaming Options for using data while roaming Is Wi-Fi disabled? A phone may attempt to connect exclusively with Wi-Fi when Wi-Fi is turned on. Disable Wi-Fi, at least temporarily, to use mobile

You can change your plan directly in your account on Fizz.ca. Changes will go live come your next payment cycle. Good to know: Keep in mind the freeze period during which your plan cannot be modified. Ideally, aim to submit your changes when there are at least six (6) days left in your current payment cycle. How can you know? Go in Your account > My plans. Look right under your monthly price and you will see the days remaining in your payment cycle. To change your plan: Log in to your account on Fizz.ca and go under My plans > Manage plan > Change my plan. As you change your plan details with the online tool, you will see your new monthly fee in the box below. When you like what you see, save your changes. Important – Any change to your plan must be made in accordance with the plan change policy detailed on https://fizz.ca/en/plan-change-policy. Your new plan Your new plan will be live at the start of your next payment cycle . For a Home Internet plan: When your new plan goes live on the first day of your new payment cycle, restart your Wi-Fi modem. See how For a mobile plan: If you need features such as data, minutes, texts or minutes for international calls immediately before your new plan goes live, buy an Add-On or use your Fizz Wallet to pay as you go. Also, know that your rolled-over data will match your new coverage. For example, if you switch from a Canada to a Canada-U.S. plan, you will be able to use your rollover data in the Canada-U.S. zone. To cancel your changes Simply go back in your account under My plans > Manage plan > Change my plan and either cancel your request

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

Please note that the RCS messaging between iOS and Android users is not available at Fizz for the moment. What’s RCS? RCS stands for Rich Communication Services, a standard international protocol used in the telecommunications industry to improve SMS/MMS messaging on Android phones. Inspired by popular instant messaging apps, RCS works through the native messaging app on your phone. It’s easy to use and provides a rich multimedia experience using many chat features that weren’t available with traditional text messaging. Available features Private and group conversations Delivery and read receipts File sharing, high-resolution pictures and videos Audio and video message sharing Location sharing Chat features are only available through the internet (mobile data or Wi-Fi). Make sure you have a data plan or a Wi-Fi connection to avoid additional fees. Prerequisites to use RCS To use RCS, you need to have: A mobile plan including text messaging and access to mobile data or Wi-Fi A compatible phone on Android version 5.0 or higher An updated Google Messages application See our mobile plans The chat feature Chat features are used by default once enabled. You’ll be able to use these features by having conversations with other devices who also have it enabled. How to activate/deactivate the chat feature: Open the Messages app. Tap Settings. Tap Chat Features. Tap Enable chat features on or off. Service issue or comment The RCS service is offered by Google. To report a problem or comment on the service, you must therefore use the corresponding form in the Google Messages app. Here’s how: Access the Menu. Tap on Help and Comments. Tap on Send Comments. Your comments are sent to Google and the information may be read without Google contacting you directly. Find more information and support on chat features on Google Messages Support.

Your 4-digit PIN (Personal Identification Number) protects you from unauthorized access to your SIM card. However, your SIM card PIN code is not activated by default. To activate a PIN code on your SIM card, enter the default code 1234 — it will allow you to edit this code and customize it. This PIN code is written on the card that accompanies your new SIM card. The default PIN code is 1234 Once your SIM card has been activated with a personalized PIN code, you will need to enter your PIN every time you turn on your phone. Without this your SIM card will not work and you will be unable to access the Fizz network. IMPORTANT! If you type 3 incorrect PIN codes in a row, your SIM card will be blocked. To avoid this situation, we advise you to personalize your PIN using a number you will remember. How to unblock your SIM with a PUK code How to personalize the PIN on most phones: Go to the Settings menu. Choose Security. Choose Modify your PIN. Many phones have a built-in shortcut for changing your PIN. Enter **04*old PIN*new PIN*re-enter your new PIN#. For example, to change your PIN 0000 to 2710, you would type: **04*0000*2710*2710# The PIN2 code: a rarely used code that protects access to specific features of your SIM Your SIM card is protected by two PIN codes: The PIN code is required when you turn on your mobile or tablet. The PIN2 code protects access to specific features; for example, it activates your phone's restricted directory. The PIN2 code is rarely used, and use depends on your phone's features. If you type 3 incorrect PIN2 codes in a row, your PIN2 code will be blocked. To unblock your PIN2 code, you will need to