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STIR/SHAKEN is a set of procedures aiming to verify caller identity. They are intended to help combat unwanted calls received by members of the public. STIR (Secure Telephone Identity Revisited) is an acronym for a set of standards that allow a telecommunications service provider to verify the legitimacy of a caller’s number when a call is made. SHAKEN (Signature-based Handling of Asserted Information using toKENs) is an acronym for a framework that allows different operators to deploy the STIR protocol to authenticate calls made and received on the IP network. Why it’s important The STIR/SHAKEN standards involve different ways to indicate whether the caller number displayed on compatible mobile devices is trustworthy. The CRTC has required all Canadian telecommunications service providers to implement these standards to combat caller identity spoofing. Good to know: Spoofing is a technique that alters the caller ID information displayed on your phone to hide the caller’s identity. This technique is based on the principle that we are more likely to respond when we receive a call that appears legitimate (such as a local phone number). Spoofing can be used for unethical reasons such as deceptive telemarketing or fraud. There are times, however, when changing the caller’s identity is acceptable. A doctor for instance, calling to discuss a patient’s lab results may want to display the hospital’s number rather than their personal number. Under what conditions can a number be verified? Because the standards are being rolled out and are not yet supported by all vendors, not all calls are verified. A caller’s number can only be verified if it meets all of the following criteria: The standard is applied by both caller’s and the recipient’s telephone service provider. The voice call is made between individuals who subscribe to a Canadian telecommunications service. The call is

Call forwarding allows you to forward your calls to another phone number of your choice. It’s useful when you’re on the move, or when you wish to be reached at a number other than your Fizz mobile phone number. Call forwarding and VoLTE. Call forwarding will work when you use a VoLTE certified phone, activated with a VoLTE compatible SIM card. If your phone is not VoLTE certified, manually setting up call forwarding will not work. Call forwarding for the voicemail option remains functional. The details about VoLTE Manually set up Call forwarding To use the Call forwarding function, make sure your plan includes minutes or that you have funds in your Wallet to pay-per-use. Only outgoing calls are possible when call forwarding is activated. Your phone will not ring and you will not receive any notifications (message, missed call, etc.). All incoming calls will be automatically forwarded to the programmed number until the call forwarding function is disabled. To activate call forwarding, dial: **21*(number you’re forwarding to)# You can add commas to indicate a pause while dialling. This is how you would add an extension, for example: **21*(number you’re forwarding to),,1234# All incoming calls will be redirected to the number you provide, without delay and without your phone ringing. To activate call forwarding to different phone numbers under specific conditions: If you don’t reply after several rings: **61*(number you’re forwarding to)# If your line is not available (busy): **62*(number you’re forwarding to)# Note: Calls can be directed to a different number for each type of forwarding. Please note: it is impossible to forward a call when you are roaming outside Canada or the United States IMPORTANT: Charges may apply to calls that are forwarded to a number outside the coverage area of your plan. Call forwarding and voicemail. If

Log into your account to activate your Fizz plan Make sure you are in a zone that has adequate coverage. See our network coverage map If you are outside the Fizz network, consult this FAQ : I’m travelling outside my coverage zone. What are my roaming options? Troubleshooting: Are there minutes in your plan? Make sure your plan includes calling minutes. If your plan does not include any minutes, it will be impossible to use your phone to make and receive calls. You can adjust your plan any time to add minutes for local or long distance calls. This change to your plan will take effect at the start of your next payment cycle. You can also add minutes to your plan and use them immediately by buying a Call or Travel Add-On. Once your plan includes minutes or you purchase an Add-on, you'll be able to make and receive calls. Restart your phone Reboot (power cycle) your device by holding down the device’s start button for 10 seconds. After your applications load, your device will re-authenticate to the Fizz mobile network. This allows your device to recover its authorization to access the network. Reset Network Settings Rest assured, this operation does not delete personal data stored on your device. Follow the steps corresponding to your type of mobile phone. Android: Settings / System / Reset options / Reset cellular network settings (may vary depending on the manufacturer) iOS: Settings / General / Transfer or Reset iPhone / Reset / Reset Network Settings Note: Resetting network settings affects various types of connections (Wi-Fi, Bluetooth, VPN, cellular). Saved Wi-Fi networks and paired Bluetooth devices will be erased, as well as preferences associated with the mobile network and VPN settings. Remember to reconfigure this information after the reset. Is the Fizz network

IMPORTANT: If your phone line was just recently activated on the Fizz network, see: Transferring your phone line If you’re having difficulty making phone calls (but can receive calls) see: My phone can’t make any calls. How do I fix it? Make sure you are in a zone that has adequate coverage. See our network coverage map If you are outside the coverage zone for the Fizz network, you can connect via our partner network. Learn about accessing our partner network Troubleshooting: Make sure you have minutes Make sure you have minutes left on your plan. If your plan does not contain any minutes, it will be impossible to receive calls on your phone. Several options are available to you in My Account under ''Manage'' to fix the situation: Buy an Add-on (you can then make and receive calls immediately) Add funds to your wallet (you can then make and receive calls immediately) Change your plan (any plan change will be effective starting at your next payment cycle) Log into your account Restart your phone Reboot (power cycle) your device by holding down the device’s start button for 10 seconds. After you reboot, your applications will reload. Your phone will then re-authenticate to the Fizz mobile network. This will allow your device to recover its authorization to access the network. Airplane mode or offline mode Make sure your phone is not in airplane mode or offline mode. If airplane mode or offline mode is activated on your phone, all connections such as calls, mobile data, Wi-Fi, Bluetooth function, etc. will not work. The process of turning off airplane mode or offline mode will vary depending on your device. Here are two examples: Android: Slide your finger from the top to the bottom of the screen (options panel) → Offline mode

The 988 service is a Suicide Crisis Helpline that is free of charge and set up for anyone who is thinking about suicide, or who is worried about someone they know. Call or text 988 to get help, no judgement, from a responder in English or French. For more information, visit https://988.ca. How can the 988 service help me? The 988 Suicide Crisis Helpline is a new three-digit helpline that provides urgent, live support by phone and text to people in every province and territory across the country. The 988 service is available in English and French, 24 hours a day, every single day of the year across the country. Trained responders will listen without judgement while providing support. Who should use the 988 service? The 988 service is for anyone who is thinking about suicide, or who is worried about someone they know. While suicide prevention is the primary focus of the 988 service, no one will be turned away. Everyone who contacts the 988 service will be assessed for suicide risk. Responders are trained to deal with people going through a range of crises. Who runs the 988 service? The Centre for Addiction and Mental Health (CAMH) in Toronto, Ontario is leading and coordinating the delivery of the 988 service nationwide in both English and French. A growing network of more than 40 experienced local, provincial, territorial, and national crisis lines across the country provide lifesaving support to people who call or text 988. The 988 service is funded by the Government of Canada, through the Public Health Agency of Canada.

Login to your account any time to see how much data, minutes and text messages you have used during the current payment cycle for any plans that are on your account. View your current data usage and remaining data in your plan : Go to My Plans in your Fizz account. Scroll to see a usage summary for each Plan associated with your Account. Click on ' Usage' to see more informations To consult your complete usage history included in your monthly plan (Data, Calls, Text): Go to My Plans in your Fizz account. Into 'Manage Plan' menu Click on ' Data usage report' You can view your usage of minutes, texts and data. To consult your usage history over your monthly plan (all Pay As You Go usage): I want to know when my usage will switch to Pay As You Go. How do I know when my plan is running out? Where can I see a list of my Wallet transactions?