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When you are traveling outside your usual coverage area, you will be able to use data, and send/receive texts when you travel outside your coverage zone. To make and receive calls, you can use messaging apps such as WhatsApp or Messenger. Please note that the use of certain applications may be prohibited in some countries. Note: Charges may apply to use your phone while you are outside your coverage zone. See: I’m travelling outside Canada. What are my roaming options? When you are traveling outside your usual coverage area and using your phone, you must connect to an available local mobile network that is compatible with your phone. Troubleshooting: Is there mobile data in your plan? If your plan does not include data, you will not be able to connect to the Fizz mobile internet network. 1. You can adjust your plan to extend you data coverage to all Canada or Canada+US : this change comes into effect at the start of your next billing cycle. 2. You can also add data to your plan and use them right away by buying a Travel data Add-on. 3. Remember that you can also access the internet by connecting to a WiFi network. 4. If you are travelling, depending on the country you are visiting, you may be able to add money to your wallet to pay as you go. For more details, consult this FAQ : I’m travelling outside my coverage zone. What are my roaming options? Is your mobile data activated? Activate mobile data on your phone. Your phone has a software switch that allows you to connect or disconnect from the Fizz mobile network. By doing this, you can allow or prevent your phone from using mobile data. The steps to follow to enable your phone to use mobile

Due to the current context at Canada Post, there may be additional delays in receiving the return of your Fizz modem. Rest assured that your cancellation request will be processed without any issues. We appreciate your understanding and patience. 1.Cancellation If you decide to end your subscription, you must return the modem that was loaned to you free of charge by Fizz. The return must be done by mail, following the procedure described below. Defective equipment If you suspect your modem is defective: An agent will perform a few checks with you via chat. If a defect is confirmed, a service appointment will be scheduled by one of our agents so that a technician can inspect the modem at your home. If the issue is confirmed and not caused by misuse, the modem will be replaced at no cost. If the defect is due to misuse, the following fees will apply: Service call fee: $60 (plus applicable taxes) Modem replacement fee: $225 (plus applicable taxes) Lost or stolen equipment If your modem is lost or stolen: You obviously won’t be able to return the device. A service appointment will be scheduled by one of our agents to provide you with a new modem. The following fees will apply: Modem replacement fee: $225 (plus applicable taxes) Service call fee: $60 (plus applicable taxes), if you remain a Fizz customer. Note: If a refund is due, these fees will be deducted from the reimbursed amount. In the case of a cancellation, know that based on the date you unsubscribe from your Home Internet plan: You have 15 days to return your Fizz Wi-Fi modem (and its power cable). Failure to do so means you will be automatically charged the modem replacement fee, as per your Services agreement. If you are charged this

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

The delivery of your package, whether it is a SIM card, a phone or a Wi-Fi modem, is done by a third party. The delivery date indicated on your order summary is for reference only; Fizz cannot guarantee a specific delivery date. Important: The scheduled delivery date cannot be changed. What are the delivery times for a SIM card or a device? You should plan between 2 to 5 working days for the delivery of a SIM card. Deliveries are made from Monday to Friday between 8:00 am and 5:00 pm. If the delivery time includes a holiday, it will take an extra day for delivery. For a phone or Wi-Fi modem, you will receive an email with a tracking number to follow your package. To check the status of your delivery: Log into your account and go to My settings > Order history > View Details Click on the shipment number to view your delivery details on the courier's website. Good to know: for Planète Courrier, go to "click for more info" and enter the postal code of the delivery address to see the delivery details. An issue with your delivery? Contact the courier directly. If their team can't help you, contact us by chat and we'll see what's the best way to help you. I missed my delivery of a phone or Wi-Fi modem. What should I do? Instructions to follow will be available in your Order History. From your Fizz account, go to My settings > Order History > View Details Click on the shipping number to access the courier instructions. You may need to schedule a new delivery attempt, or need to pick up your package yourself for example. Particulars for the delivery of a phone or a Wi-Fi modem. If you are expecting delivery of

What is my Contacts list? Your Contacts is a list you create that contains all the Fizz members with whom you want to stay in contact. It may contain your family, acquaintances and friends, colleagues, or people to whom you have gifted data. Manage my Contacts Where do I go to manage my Contacts? When you first join Fizz, your Contacts list will be empty — you need to create it by searching for Fizz members and adding them to your Contacts list. To view, add, remove and manage contacts: Go to My benefizz in your Fizz account. Select My crew > Manage my Fizz friends. We protect members’ privacy by showing only a contact’s first name and last initial. Add, remove or edit a contact How do I add, remove or edit a contact? You create your own contacts list by adding members from our list of all Fizz members. To add a contact: Go to My benefizz in your Fizz account. Select My crew > Manage my Fizz friends. Search for your contact’s email or phone number. If they’re a Fizz member, their first name and last initial will appear in the search results. We’ll ask you to assign a relationship to this contact. This is optional; assigning a relationship, such as friend or co-worker makes it easier to organize your contacts. Click Add. To remove a contact: Go to My benefizz in your Fizz account. Select My crew > Manage my Fizz friends. Search for the contact’s email or phone number to bring up their name. When their first name and last initial appear, click Remove this contact. To edit a contact: Go to My benefizz in your Fizz account. Select My crew > Manage my Fizz friends. Search for the contact’s email or phone number to

The My Rewards program allows you to earn rewards for every dollar you spend with us. You also move along in the program when you participate in the Community Hub, gift your mobile data to another Fizz member, refer a friend, etc. In fact, the longer you stay with Fizz, the more you’ll be dazzled with the rewards we have in store for you throughout your Fizz journey My Rewards How do I subscribe? You are automatically subscribed to My Rewards the minute you create an account on fizz.ca. Don’t have an active plan yet? No worries. You can still start earning points in the program by participating in the Community Hub for example. You’ll need an active Fizz plan, however, to use any reward you receive. How does My Rewards work? Throughout your Fizz journey, you collect points for actions you complete: answer a question in the Community Hub, refer friends, add funds to your wallet… you get the point (no pun intended). Accumulating points allows you to progress from level to level. Good to know: When you change your plan, you don't lose your rewards. For example, the My Rewards upgrade for dollars off the price of your plan, or the one for free mobile data every month will continue to apply to your new plan. Your points are yours, and yours alone. You cannot gift your points to another Fizz member. It’s also important to know that your points cannot be redeemed for cash. If a member is not the one paying for his own plan, such as it may be the case for a young member whose parents pay for them, this member won’t receive the points related to the dollars spent. The levels Throughout your Fizz journey, you collect points for your dollars spent, and

PayBright is now Affirm. If you have a payment plan with PayBright for a phone you bought with Fizz, no worries. While their name is changing, your agreement stays the same, with the same conditions. The payment solution offered by Affirm on fizz.ca varies based on the value of the purchase you’re considering: Pay in 4 for small purchases: The amount of your purchase is equally split over 4 payments. Monthly instalments for large purchases: The amount of your purchase is spread over a period that varies between 12 and 24 months depending on the phone model and your eligibility. How Pay in 4 works. You’ll have four (4) automatic pre-authorized payments charged to your Visa or Mastercard credit or debit card : a first payment when you receive your purchase, and one payment every two weeks after that. Good to know: this payment solution won’t impact your credit score. How monthly instalments with Affirm work. Over how many months can I finance the purchase of my phone? The number of months over which you can finance your purchase varies between 12 and 24. The number varies based on the value of your purchase and your eligibility. You’ll be presented with three choices and have the opportunity to select the term that suits you best. You’ll have all the details when you fill out your request with Affirm. How do I make my monthly payments? Your monthly pre-authorized payments are configured with Affirm via your Visa or Mastercard credit or debit card , or your checking account. Who can apply to pay with Affirm, and how? Affirm payment plans are available to Canadian residents who have reached the legal age of majority in the province in which they reside. Other requirements include: Depending on the plan, a Canadian bank account