How to File a Complaint About Fizz
Fizz is a Videotron brand. Here is where your complaint actually goes, and what to write when you get there.
Fizz is a digital-only telecom brand launched by Videotron in 2018, using the Videotron and Freedom networks. Fizz mobile is sold in Quebec, Ontario, Manitoba, Alberta and British Columbia; Fizz home internet only in Quebec.
Last updated: November 10, 2026
Most Fizz complaints go to the CCTS, not the CRTC. Billing errors, unauthorized charges, contract disputes and service that does not work as sold are all CCTS matters. The CCTS is free, independent of Fizz, and can order billing corrections and compensation of up to $5,000. You can reach it at 1-888-221-1687.
Reaching Fizz First
Fizz has no phone number and no stores; customer service is entirely online. Live chat agents are available every day from 8am to 1am Eastern, and a virtual assistant around the clock.
Where to File
| Your Issue | Where to File |
|---|---|
| Billing errors, unauthorized charges, contract disputes | CCTS |
| Service that does not work as sold, dropped calls, slow data | CCTS |
| Being held to a contract term you were not told about | CCTS |
| Misleading advertising | Ad Standards / Competition Bureau |
| How the rules themselves are set | CRTC |
Fizz at the CCTS: The Numbers
From August 2024 to July 2025, the CCTS accepted 247 complaints about Fizz: 1% of every complaint it took in, and number 11 among all providers. In the six months from August 2025 to January 2026 it accepted 220, up 100% on the same six months a year earlier.
Fizz complaints doubled in a year, from 110 to 220 over the same six months. One in four was about home internet, which Fizz sells only in Quebec.
What Fizz customers complain about
The issues raised most often in Fizz complaints the CCTS concluded in 2024-25, using the CCTS's own labels:
- Intermittent Service — 13.6% of issues raised
- Incorrect Charge — 10% of issues raised
- Unable to port — 9.7% of issues raised
If yours is one of those, you are not an edge case, and the template further down is written for exactly that kind of dispute.
Sources: CCTS 2024-25 Annual Report and 2025-26 Mid-Year Report open data, counted by acceptance date. Contains information licensed by CCTS under its data license. See every provider ranked.
Before You File
The CCTS expects you to have tried to resolve it with Fizz first, so do this part properly — it is also what makes your complaint concrete.
- Contact Fizz through the support route above and note the date, who you spoke to, and any reference or ticket number.
- Write down what you are actually asking for: a refund of a specific amount, a charge removed, a contract cancelled without penalty.
- Keep your bills. The bill showing the disputed charge is the single most useful document you have.
Escalating Beyond Front-Line Support
Fizz runs its own complaint process rather than sending you to Videotron. Start in live chat and keep a copy of the conversation. If that doesn't fix it, submit an official complaint to the management team for Fizz Customer Service, using the online form linked from that page. Fizz says a member of its specialized team will contact you by email within 48 business hours. That is the last step inside Fizz; after it, go to the CCTS.
How to obtain complete satisfaction (Fizz) (opens on their site)
For the wider picture, see our Videotron complaint guide.
Fizz names no ombudsman or Office of the President. Because there is no phone line, save every chat transcript and your complaint form confirmation: they are your record if you go to the CCTS.
We track the rules that decide what lands on your bill
Activation and cancellation fees were banned in June 2026, and by April 2027 providers must let you cancel online. We follow the CRTC proceedings behind rules like those, and email our list when something is actually decided.
Filing with the CCTS
Fizz appears on the CCTS participating-provider list as Fizz, so a complaint can be filed against it directly.
- Go to the CCTS complaint form
- Select Fizz as your provider
- Describe the issue and the steps you have already taken
- Include your account number, any reference numbers, and copies of the relevant bills
- The CCTS contacts Fizz on your behalf, and the provider gets 20 days to resolve it before the CCTS investigates further
There is a one-year deadline. The CCTS will not act on a complaint brought more than one year after you knew, or ought to have known, the facts behind it. There is a limited exception: up to 18 months, if you raised it with the provider within the first year and you were both still trying to resolve it after the year was up. If your dispute is older than that, file anyway and explain when you found out.
Free Complaint Template
Fill in the bracketed details and paste this into the CCTS form. Factual and specific beats long and angry:
"I am a Fizz customer (account [number]). Since [date], [describe the problem — e.g. I have been billed $X per month for a service I did not order / my promised credit of $X has not been applied / my service has not worked as contracted]. I contacted Fizz on [dates] and spoke with [names/reference numbers]. I was told [their response]. The issue remains unresolved. I am seeking [specific resolution: refund of $X, removal of the service and a credit for all charges since [date], cancellation without penalty]. I have copies of my bills and my contract available."
Two Rules Worth Knowing
- Since June 12, 2026, providers may not charge a fee for activating or changing a plan, or for cancelling a cellphone plan that has no subsidized device on it. What the ban covers.
- By April 26, 2027, providers must let you cancel or change an internet or cellphone plan through self-service tools, with changes taking effect immediately to the greatest extent possible. What changes in 2027.