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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

Your feedback is important to us. Our main objective is to keep members like you happy with a service that’s as easy and efficient as possible. If an issue is making your Fizz experience unpleasant, we’d like to know about it so we can try to help you in solving it. Chat live with one of our agents Most problems are resolved following this step. Submit an official 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 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. .

You can, of course, buy a phone on fizz.ca, but you can also use your own phone with Fizz. To do so, however, your phone must be: Compatible with eSIMs if you wish to use an eSIM. VoLTE-compatible at Fizz* (required with the 3G network withdrawal that starts July 31, 2025) * If your phone is not VoLTE-compatible at Fizz, you can activate a mobile plan before July 31, 2025, but keep in mind that: Your phone must be compatible with our network and able to support its frequencies. You will need to replace your phone with a VoLTE-compatible model in anticipation of the 3G withdrawal that will start July 31, 2025. We strongly recommend that you take the necessary steps now to avoid any inconveniences once the 3G network has been decommissioned, such as the inability to make calls and contact 911. Good to know: smartwatches are not supported at this time. If you wish to use an eSIM Good to know: if your phone is not compatible with eSIMs, don’t worry. You can still get a physical SIM card online, or from one of our partner stores. The list of models presented here is not exhaustive. eSIM compatibility may vary between versions and updates, so it's always advisable to check with the manufacturer to ensure that your specific model will support an eSIM. Apple : iPhone XS, iPhone XS Max, iPhone XR or a later model iPhone SE (2nd generation or later models) Android : Google Pixel 3 and later models (Pixel 3a, 4, 4a, 5, 6, 7, 7a) Samsung Galaxy S20 and later models (know that the FE version is NOT compatible) A models: A35, A54 Note model: 20 Z Flip, Z fold and later models Motorola Razr (model with eSIM) Reminder: other brands may also be

Good to know: if your phone is compatible with eSIMS, our eSIM is free, and you can order, install and activate it all in one shot. If your Fizz SIM card needs to be changed due to the removal of 3G for a VoLTE-compatible card, it will be free. See the steps for an eSIM here. If your phone is not compatible with eSIMs or if you prefer having a physical SIM card, it’s all good as well. The SIM card (subscriber identification module) will connect your phone to the Fizz mobile network so you can use the mobile plan you create. Keep in mind, however, that Fizz does not offer business services: SIM card (their order and their use) are limited to a residential use. Order online Just like anything else these days, a Fizz SIM card can be delivered right to your door. You even get to keep your slippers on. New to Fizz? Go to fizz.ca and create your mobile plan. Follow the on-screen steps and order your SIM card. Obviously, your address must be located within the Fizz subscrition area. You can also order a free SIM card when you buy a phone on fizz.ca. Just add it to your order. You're looking to add a new plan to your account? With Fizz, you can add and manage several plans in your account. You can therefore purchase several SIM cards at once, all of which will be delivered in your name. Look for the Add a mobile plan tile on the Overview page in your account and follow the steps. Need to replace your SIM card which is already activated and associated with your plan? Sign in and go under My plans > Manage plan > Change SIM card. From there, you’ll be able to order

If you are travelling to the United States, including Puerto Rico and the U.S. Virgin Islands, the ability to make calls will depend on the network your phone connects to at your location. If only the LTE network is available, the ability to make calls will depend on two things: a VoLTE compatible SIM card and a phone that is certified VoLTE with Fizz. I am on location. How do I know which network I’m on? Check the top of your phone screen. If you see: 3G or HSPA or H+ or E or EDGE There is a network other than the LTE network. You can use your phone to make calls provided, of course, you have Canada + US coverage on your mobile plan, or funds in your Fizz wallet to pay per use. No service The LTE network is the only option where you’re at and your phone is not LTE capable. You will not be able to make calls. LTE Your phone connects to the LTE network but must be VoLTE certified with Fizz to make calls using VoLTE technology. What do I need to check to use VoLTE technology? If you wish to make calls and the LTE network is the only option where you are, VoLTE technology comes into play. You must check: A. Your SIM card. A VoLTE compatible SIM card is required. This SIM card displays a red lightning bolt icon. If that’s not your case, Fizz will give you one for free. How to make the transition to VoLTE B. Your phone. Your phone must be VoLTE certified with Fizz, updated with the latest software update and its VoLTE function activated. If not, you will only have access to your text messages and your mobile data, even if your SIM card is

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 directly in your account: Log in to your Fizz account and go to My Phones > Follow my return. Read more : Buying a phone at Fizz I’m waiting for the delivery of my Fizz package