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Good to know : Going on vacation, moving or simply taking a break? The option to put your Home Internet plan on pause with just a few clicks. To learn more, check out the FAQ : How to put my plan on pause. If you wish to unsubcribe from from Fizz Mobile, please go here : How do I unsubscribe from Fizz Mobile? 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 Home Internet plan? Based on your My Rewards level, we're talking up to $6 off 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. As a friendly reminder, if this plan is the only one you have with Fizz, unsubscribing means you will lose your My Rewards points as well as referral bonuses you may have earned during your time with us. IMPORTANT : When you unsubscribe from the Internet service, the modem must be returned to Fizz. It cannot be kept, reused, or transferred to another

In what context is a modem return required? 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 in a Videotron store, 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 amount but do end up sending us back the modem, then no worries, you will be automatically refunded. Once your modem is returned, it will take (approximately) 4-6 weeks

Since Fizz does not manufacture its own mobile devices, the only warranty offered on new phones is the 12-month manufacturer warranty. Preloved phones are covered by Fizz for a period of 6 months. My warranty info To see the dates of your warranty period for your phone: In your Fizz account, go to My phones . At the phone in question, click on Manage > My phone Warranty For an Apple product, refer to the Apple site for the details pertaining to their warranty. If you made a warranty claim and received a replacement phone, the warranty period for your old phone continues on this replacement phone. An issue? Start here. I f your phone or a feature is not working properly, start by checking its online user guide. A solution is also perhaps already out there: The Solution Hub is a good place to look. We may already have a solution for your issue. Phone reboots in a loop Issue with the screen Phone freezes Issue with battery/charging Phone doesn’t recognize the SIM card Phone doesn’t reboot Overheating Other Fizz members may have experienced the same issue with their phone. A quick visit to the Community Hub is a good idea. Specific conditions There are several conditions and important information you must know and accept before returning your phone, including the presence of an administrative fee if your return request is denied. See all the conditions The following additional conditions are specific to any warranty claim: You must send back your phone with its charger. Only damage related to an issue with the phone is eligible. Any warranty claim for damage resulting from misuse will be denied. Making a warranty claim Any warranty claim for an Apple product that was bought new must be dealt directly with Apple. Check

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

Which mobile plan am I allowed? The beauty of buying a phone with Fizz is that there are no restrictions on your Fizz mobile plan : You create the mobile plan you want, whether it’s big or small, to go with the phone you choose. You can change your plan as many times as you like. You are not stuck, and only pay for what you need each month. Did you know you can get a discount on your mobile plan for 24 months? As you shop for a phone, new or Preloved, look for the phones identified with a purple stamp to get a discount for your plan for 24 months. If you have lots of unused data on a given month for instance, that data will roll over to the following month. So you may choose to reduce the amount of data included in your plan (and therefore pay less for that month) to benefit from that rolled over data. New and Preloved phones Fizz offers a wide range of phones, new or refurbished, from smart models to flip phones. A new phone is, well, brand-new, and comes with the manufacturer’s warranty . Look up warranty details. 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. There are two (2) categories of Preloved phones: Perfect Almost perfect A Perfect phone was slightly used. You might see some negligible traces of wear if you look closely. 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. Consult the cosmetic criteria