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Issues with your Internet? Download our Fizz Wi-Fi app from the App Store or Google Play. Select Network Analysis in the tool section of the app to diagnose and fix issues with your Wi-Fi network. Reminder: Use the same credentials as your Fizz account to log into the app. Open the Fizz Wi-Fi app To download the Fizz Wi-Fi app: @media screen and (max-width: 600px) { .card {padding:16px!important;} .card .btn {display: block!important;width: 100%;} } .card, .card * { box-sizing: border-box; } .card p {margin:0;padding:0;line-height:24px} .card h6 {margin-bottom:4px;line-height:24px} .card .btn {margin-top:16px;margin-bottom:0px;} .card .app {margin-top:8px;margin-bottom:0px;} .card .caption {margin-top:16px;font-size:12px;line-height:16px;} .card { background:#BAEAFA; border-radius: 6px; padding: 24px; display: flex; margin-bottom:48px; align-items: flex-start; justify-content: flex-start; position: relative; box-shadow:0px 1px 4px 0px rgba(25, 25, 25, 0.15); } You internet connexion is not working at all? Click here. If your speed is below 1 Mbps, your modem is likely in courtesy mode before activation. In this case, complete the activation by following the steps below. Activate your modem If your Home Internet plan is brand-new and you received your modem by mail, login to your account at Fizz.ca and activate your modem to enjoy the speed associated with your plan. How to activate my modem If a technician came by to install your modem, then no need for you to activate your modem. The technician did it for you. Restart your Wi-Fi modem 1. Unplug the power cable on your Wi-Fi modem. 2. Make sure all the lights on the modem are off once you have unplugged it. 3. Wait ten (10) seconds. 4. Plug your modem back into the electrical outlet. Expect a three (3) minute delay to allow your devices to reconnect to the Wi-Fi network Recommendation: It is more effective to restart your Wi-Fi modem by unplugging its power cable instead of pressing its

Due to the current context at Canada Post, there may be additional delays in receiving your phone return. Rest assured that your return request will be processed without any issues. We appreciate your understanding and patience. 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 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. Pack everything securely in a reasonably sized box to avoid any damage during shipping. You are responsible for your package until Fizz receives it. Consider using a phone return mailing box available at Canada Post. Head to a Canada Post deposit location Make your way to a Canada Post drop-off 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

Is your SIM card damaged? Look to see whether the SIM card is scratched or cracked. Check whether it works when you pop it in another phone. If the SIM card associated to your Fizz mobile plan is damaged, you may order a new one. How to order a Fizz SIM card Check that the SIM card is well inserted Your phone may give you an error message if your SIM card is not well inserted or if you didn’t insert the right format. Pop out the SIM card tray. Check whether your SIM card is inserted on the right side, and in the right angle. If needed, do an internet search to consult images and videos to guide you. Restart your phone Your phone may give you an error message if your SIM card is not well inserted or if you didn’t insert the right format. Pop out the SIM card tray. Check whether your SIM card is inserted on the right side, and in the right angle. If needed, do an internet search to consult images and videos to guide you. 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. If the phone is frozen, and you cannot restart it, try a force restart. The key sequence to complete a force restart can vary from one phone model to another. It’s usually a simultaneous combination of keys. To know the one for your phone, make an internet search using the keywords that correspond to your phone. Ex. Force restart Samsung S10 Restore your phone to its factory settings IMPORTANT: Save all media, contacts, apps and text messages that are

Mobile services are available in the provinces of Quebec, Ontario, Manitoba, Alberta, and British Columbia. To check if your address is located in an area where the subscription is available and to get more details about the coverage, please refer to our dynamic coverage map. What is the difference between my coverage area and subscription area? Your coverage area is where you can use your Fizz plan without paying roaming fees. When you subscribed and created your plan, you chose your coverage area: provincial (Quebec, Ontario, British Colombia, Alberta or Manitoba), Canada or USA + Canada. If you roam outside your coverage area, you can use your Fizz plan on our partner networks. Log into your account any time to change your coverage area: How to change your plan. Any change will take effect at the start of your next payment cycle. If you selected the provincial coverage in your plan, consider buying a Travel Add-on or an International call Add-on to make your calls to Canada or the United States. The subscription area is the area where you must live to be a Fizz subscriber. If you live in the subscription area and your address is not recognized, do not hesitate to contact us so that we check with you. Use your Fizz account to check whether a destination is included or not in your coverage area. Once logged in, under your mobile plan, click on Manage / Add-ons. Enter the destination. If the search gives no result, it means that the destination is included in the coverage area you chose for your plan. If on the contrary you see various price options to make or receive calls for this country, this means that this destination is not included in your coverage area. Good to know: Hawaii, Alaska and

To make an international call, you have different options depending on your needs. Whatever option you choose for your international calls, know that the rates are the same whether you are calling a landline or a mobile number. International Calls Option If you make international calls every month: add the International calls option to your plan. You get each month a fixed number of minutes to make international calls from your coverage area to the country you select among our special rate list. You can only select one country at a time, but you can change it. If you do, that change will be effective when your next payment cycle begins. Important – any change to your plan must be made 108 hours (4.5 days) before the end of your payment cycle. During those 108 hours (4.5 days), systems are frozen and no change can be made. You’ll therefore have to wait for the next payment cycle. Learning how to edit your mobile plan . If you can't find a specific country on our list, you’ll have to opt for an Add-on instead. International Calls Add-on If you make international calls occasionally: use the International Calls Add-on. The International calls Add-Ons are useful if you need to make international calls occasionally to countries not covered by your monthly plan. You can purchase as many International calls Add-ons as you need, based on which zones these countries are in. Here is the list of available Countries : Germany Australia Bangladesh Belgium Brasil Bulgaria China Colombia South Korea Costa Rica Denmark Finland France Guadeloupe Hong Kong Hungary U.S. Virgin Islands India Indonesia Ireland Iceland Israel Italy Japan Luxembourg Malysia Mexico Mongolia Norway New Zealand Netherlands Peru Philippines Puerto Rico Czech Republic Romania San Marino Singapore Slovakia Sweden Switzerland Viet Nam Learn about

Once you’re a member, we’ll assign you your very own unique referral code. You’ll then be able to earn additional referral bonuses by inviting friends to use your referral code to join Fizz. You therefore have the opportunity to get a referral bonus by getting invited to Fizz, but also afterwards by inviting friends to join. You must have an active Fizz plan to invite friends and receive referral bonuses. The usual amount for the referral bonus is $25 for both the Fizz member and the person they invite, but this amount can vary based on the activation date. More specifically: for a mobile plan, the date at which the person who was invited activates their SIM card. for a Home Internet plan, the date at which the person who was invited subscribed and chose their installation appointment. Learn more on how referral bonuses work, and are allocated. Getting invited Any one person can only be invited once, and thus use a referral code when they subscribe to their first Fizz service. For example, if a person subscribes to the Fizz mobile service without using a referral code, one cannot be applied retroactively. This same person cannot use a referral code if they activate a Home Internet plan since that plan will now be their second Fizz plan. Don’t know anyone at Fizz? Several of our members share their referral code on our Facebook posts. Make a new friend, and enjoy this bonus.  Inviting friends. Your referral code is a unique five-digit combination of letters and numbers. It is not case sensitive, meaning you can use upper or lower case letters (for example: AB123 or ab123). It does not change or expire. If you unsubscribe and resubscribe to Fizz, you will have the same referral code. To get your referral code, and to invite friends, follow this link: Invite

A Preloved phone is not brand-new, but it’s a great alternative if you’re looking for a great phone but don’t want to pay full price. Preloved phones come with a warranty of 6 months. Look up warranty details. All Preloved phones are carefully cleaned. They are inspected and tested by our technicians, who also make sure there is no water damage. Note: The battery operates at a minimum of 80% of its initial capacity and battery life will vary based upon prior usage. Preloved phones have not been repaired, remanufactured, or refurbished by the original manufacturers. Accessories included with Preloved phones, whether they are new or used, may not be original manufacturer accessories and are not covered by the warranty. There are two (2) Second Chance phone categories: Perfect and Almost Perfect, each with its own aesthetic criteria based on industry standards. You can also choose to purchase a brand-new device if you prefer. Criteria for a Perfect Preloved phone. A Perfect phone was slightly used. You might see some negligible traces of wear if you look closely, but : No cracks. No dents, or evidence of a fall. No display defects (missing pixels, white spots, burn ins, etc.) No major scratch on the main display or on any camera lenses. Criteria for an Almost perfect Preloved phone. An Almost perfect phone was previously used but is in very good condition. You may see a few marks, and in some cases minor scratches or traces of light wear, but : No cracks. No dents, or evidence of a fall. No display defects (missing pixels, white spots, burn ins, etc.) No scratch on any camera lenses. Minor scratches may be visible on the front housing/glass area (but not on the camera). Phones that don’t make the cut. A phone with one

Try turning the phone on while it’s charging Plug your phone to a functioning charger, and try to power it on. Sometimes the mere fact of being connected to an energy source allows the boot sequence. Try charging via USB or with another charger Check that this is not an issue with a damaged electric cable. Test with another cable to make sure. You can also test the charge by removing the power supply block, and connecting the USB end (Type A) into a compatible device. Check that the cable works well by trying to charge another phone if you have one. Remove the battery, and put it back in (removable only) On some phone models, the battery is removable. If this is the case for your phone, remove the battery for at least 10 seconds and put it back in place. Then, try turning your phone on again. 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. If the phone is frozen, and you cannot restart it, try a force restart. The key sequence to complete a force restart can vary from one phone model to another. It’s usually a simultaneous combination of keys. To know the one for your phone, make an Internet search using the keywords that correspond to your phone. Ex. Force restart Samsung S10 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

Issue with the charger Test with another cable to make sure. You can also test the charge by removing the charging block You can also test the charge by removing the power supply block, and connecting the USB end (Type A) into a compatible device. If the issue is indeed coming from the charging cable, or the power supply block in which it’s plugged in, changing it should address the issue. Validation of the energy consumption per app Most smartphones allow to check the energy consumption of your battery for each app installed. If an app is consuming a crazy amount of energy, uninstall or deactivate it from your phone. Select a recent period that will give you a good overall idea of your issue. Some phones need to be fully recharged to define a new verification period. It is generally possible to close or uninstall some native apps in the phone. 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. If the phone is frozen, and you cannot restart it, try a force restart. The key sequence to complete a force restart can vary from one phone model to another. It’s usually a simultaneous combination of keys. To know the one for your phone, make an internet search using the keywords that correspond to your phone. Ex. Force restart Samsung S10 Make sure the phone’s contacts are not corroded or damaged Check whether the pins seem straight and aligned to allow the charging cable to connect properly. It is possible on some phone models to slightly adjust the metal pins with the help of a fine and