Mobilicity


FAQs

You’ve got questions? Here are answers to our most frequently asked questions.

Most Popular Questions

What offers are available for existing customers?

If there is an offer available for existing customers, the offer can only be fulfilled via our Care team and not in store. Please call *611 for any further inquiries about this. Please also note that long wait times may be experienced when calling Care, please be patient.

What makes Mobilicity different?

It’s not any one thing – it’s everything. Find out more about how we’re different.

How do the unlimited coverage areas work?

Within our unlimited coverage areas you have unlimited use of all the features in your plan.

When you travel outside our unlimited coverage area you can still use your phone for talk, text and data for a low Pay-Per-Use rate. Remember, in order to make/receive calls, send/receive text messages or use data when you're outside of our unlimited coverage area, you'll need to have money in your My Wallet account.

See our value-packed unlimited plans

See our coverage

See our low North American roaming rates

Add money to My Wallet

What is My Wallet™?

My Wallet™ is an account of money that you can ‘top-up’, in order to pay for Pay-Per-Use services, such as roaming and long distance. The money you add to My Wallet allows you to manage your wireless usage so that you’ll never spend more than you plan to.

Learn more about Pay-Per-Use services here

Add money to My Wallet

I have an iPhone, can I get a Mobilicity plan?

Yes! However, only unlocked AWS models (which support 1700/2100MHz frequency) of the iPhone 5/5c/5s will work with our service.

See our great selection of brand name phones

See our value-packed unlimited plans

Find a store

How do I register for My Account online?

Registering for My Account is easy. You will need:

  • your mobile number
  • the answer to the security question you were asked when you activated your account and
  • to select an 8 to 20 character username for your account

Once these steps are complete, a temporary password will be sent to your phone, and email address, if you have provided us with your email address. Use this temporary password to log in to My Account and set up a new password.

Create your account now

I have a phone already; can I use it on the Mobilicity network?

If you have a phone that is not sold by Mobilicity that you’d like to activate on our network, you’ll have to ensure that it’s compatible with our network. Our network uses a frequency called AWS, with bands 1700/2100. This is a fairly new frequency for phone carriers to use and there are only two other carriers in North America that use it.

Additionally, your phone will need be to be “Unlocked” and you’ll need to purchase a Mobilicity SIM card before you’re able to activate it with us. You can also visit any Mobilicity store to see if your phone will work on our network.

See our great selection of brand name phones

Find a store

Are there other things that Mobilicity charges for?

With Mobilicity, there are no bill surprises or overage charges PLUS there is no contracts to sign or cancelation fees to pay. In addition to your monthly services, the only additional charges you may incur throughout the course of your services are for additional products or services that include:
1) SIM card(s): SIM cards are provided to all Mobilicity customers free of charge with the purchase and activation of a Mobilicity handset. However, if you are activating a non-Mobilicity device on the Mobilicity network, you are required to purchase a SIM card for $20 in order for the device to be operational.
2) Plan change: There is a $40 plan change administration cost for existing customers that wish to move to a promotional plan.
3) Handset exchanges: A $20 restocking charge will apply to the exchange of Mobilicity handsets activated (new activations and hardware upgrades), in accordance with the current return policy.
4) Changing your number: Not happy with your current phone number? You can change it at any time in store or by calling our Customer Care team for $10.
5) Due Date reset: For your convenience, you can reset your due date at anytime for $10.
6) Bill Payment: A $3 charge applies when you pay your monthly fees at a Mobilicity store. A $1 charge applies when you pay your monthly fee using the My Mobilicity App. For all of our convenient and free payment options click here: How To Pay

What are the opening hours for contacting Customer Care?

Our Customer Care team can be reached by dialling 611 from your Mobilicity device or calling (877) 866-2458 during the following hours: Monday to Friday 8am to 11pm EST, Saturday and Sunday 9am to 7pm EST.


The Basics

How do I set up my voicemail for the first time?

Dial your voicemail by holding down 1 on your device. The system will prompt you to set up your voicemail passcode and then you can access your voicemail service.

How do I retrieve my voicemail?

If your voicemail notification light is on, simply one of the access codes below, depending on the city you're in and follow the prompts to retrieve your voicemail.

If you're retrieving your voicemail from a phone other than your Mobilicity device, you will be asked to enter your Mobilicity phone number. Once entered, follow the prompts to retrieve your messages.

Access codes:
Toronto: 647-707-0109
Vancouver: 778-708-0109
Edmonton: 587-708-0109
Ottawa: 613-709-0109
Calgary: 587-718-0109

I forget my voicemail passcode, what do I do?

A Customer Care Representative will be able to reset your voicemail passcode. Once the passcode has been reset, you can access your voicemail and choose your passcode again.

To call Customer Care dial *611 or 1-877-8MOBIL8 (1-877-866-2458) from your phone.

How long are messages stored in my voicemail box?

Saved messages are stored for 7 days.

How many messages can my voicemail hold?

You can have up to 10 messages at a time in your voicemail box.

Can I make a call to 411 Directory Assistance?

Yes you can. As with all carriers, there is a cost associated with calling 411 – the cost is $3, and like all our Pay-Per-Use services you will need to have money in your My Wallet account before using this service.

Add money to My Wallet

How do I contact Care when I'm travelling outside of North America?

To call Customer Care when you are travelling outside of North America please dial 416 359 3571. Please be advised roaming rates apply if calling from your Mobilicity phone.

Are there other things that Mobilicity charges for?

With Mobilicity, there are no bill surprises or overage charges PLUS there is no contracts to sign or cancelation fees to pay. In addition to your monthly services, the only additional charges you may incur throughout the course of your services are for additional products or services that include:
1) SIM card(s): SIM cards are provided to all Mobilicity customers free of charge with the purchase and activation of a Mobilicity handset. However, if you are activating a non-Mobilicity device on the Mobilicity network, you are required to purchase a SIM card for $20 in order for the device to be operational.
2) Plan change: There is a $40 plan change administration cost for existing customers that wish to move to a promotional plan.
3) Handset exchanges: A $20 restocking charge will apply to the exchange of Mobilicity handsets activated (new activations and hardware upgrades), in accordance with the current return policy.
4) Changing your number: Not happy with your current phone number? You can change it at any time in store or by calling our Customer Care team for $10.
5) Due Date reset: For your convenience, you can reset your due date at anytime for $10.
6) Bill Payment: A $3 charge applies when you pay your monthly fees at a Mobilicity store. A $1 charge applies when you pay your monthly fee using the My Mobilicity App. For all of our convenient and free payment options click here: How To Pay


Unlocking My Device

I want to unlock my Mobilicity device. What do I do?

To unlock your device, call the Mobilicity Customer Care department from your Mobilicity device by dialling 611 or toll-free at (877) 866-2458 and they will provide you with your unlock code.

How do I purchase my unlock code?

To purchase your unlock code, there is a one-time non-refundable $40 administrative fee for the code.

How do I pay for my unlock code?

Payment can be made by credit card only and must be done via our Customer Care Department prior to you receiving the unlock code.

Where can I find instructions on how to unlock my device, once I have the unlock code?

Once you've obtained your unlock code, you can find instructions on how to unlock most devices here: Unlocking My Device Instructions

Why do I need to pay $40 for the unlock code?

The $40 fee is designed to cover the cost of device subsidy fees and administrative costs.

Why can’t a Mobilicity store just give me the unlock code?

In order to ensure you get the proper information required to unlock your device, all unlock codes must go through our Customer Care department.

If I do not use the code, can I get a refund on the $40 fee?

Unfortunately once the unlock code is provided we cannot refund the fee.

What happens to my warranty if I unlock my device?

Unlocking your device may void the manufacturer’s warranty. Visit your device manufacturer's website for further details.

What if I am no longer a Mobilicity Customer and would like to unlock my phone?

If you are no longer a Mobilicity customer you can still unlock your Mobilicity device by calling Customer Care and paying the $40 one-time fee to receive your unlock code.

Can Mobilicity provide an unlock code for a device I bought from another wireless carrier?

No, we are only able to provide the unlock codes for Mobilicity devices.

If I decide to unlock my Mobilicity device, can I still use it on the Mobilicity network?

Yes. When you unlock your device through Mobilicity, it will still work normally with your Mobilicity SIM inserted.


Travelling outside Mobilicity's unlimited coverage area

What is roaming?

Simply put, 'roaming' is what happens when you're no longer in our unlimited coverage area. So once you travel outside of our unlimited coverage area, your phone is considered to be 'roaming'. You can easily determine if you are roaming by looking at the screen of your phone and checking for “CDN Roaming” or “US Roaming” at the top of your phone’s screen. If you are roaming, you will be using the network of one of our partner wireless carriers, and any calls, data sessions or texts will incur roaming charges.

Remember, in order to make/receive calls, send/receive text messages or use data when you're outside of our unlimited coverage area, you'll need to have money in your My Wallet account.

See our low North American roaming rates

Add money to My Wallet

How do I pay for roaming?

In order to make/receive calls, send/receive text messages or use data when you're outside of our unlimited coverage area, you'll need to have money in your My Wallet account.

See our low North American roaming rates

Find out more about our Pay-Per-Use services

Add money to My Wallet

Will I be charged long distance fees while outside of the unlimited coverage area?

No, you will not be charged long distance fees if you travel outside our unlimited coverage area. We have low roaming rates for voice, text and data.

Remember, in order to make/receive calls, send/receive text messages or use data when you're outside of our unlimited coverage area, you'll need to have money in your My Wallet account.

See our low North American roaming rates

Add money to My Wallet

When outside the unlimited coverage area/roaming, where can I make calls?

If you travel outside our unlimited coverage area, you can make calls just about anywhere mobile service is available in Canada.

See our coverage map

See our low North American roaming rates

What happens if I drive out of the unlimited coverage area while on the phone?

If you are on the call and travel outside our unlimited coverage area, your call will end. This will ensure you don’t accidentally use money from your My Wallet account. If you'd like to continue the call while outside the our unlimited coverage area, simply redial the number and resume the call.

Remember, in order to make/receive calls, send/receive text messages or use data when you're outside of our unlimited coverage area, you'll need to have money in your My Wallet account. If the money in your My Wallet account runs out in the middle of the call, the call will end.

Add money to My Wallet

What happens if I drive back into the unlimited coverage area while on the phone?

When you return to our unlimited coverage area, your roaming call will continue uninterrupted. To switch back onto our unlimited network and stop roaming charges, simply end the call and redial when your phone shows 'Mobilicity' on the top of the screen. If you do not end the roaming call, you will continue to incur roaming charges until you disconnect the call.

See our low North American roaming rates

What happens if I am outside the unlimited coverage area and someone tries to call me?

If you're outside our unlimited coverage area and you have money in your My Wallet account, incoming calls will come through to your phone and money will be deducted from My Wallet.

If you're outside our unlimited coverage area and you do not have money in your My Wallet account and have Voicemail, incoming calls will go to Voicemail. If you do not have Voicemail, the caller will not be able to complete the call at that time.

See our low North American roaming rates

Add money to My Wallet

Can I check my voicemail while outside the unlimited coverage area?

Yes - If you have money in your My Wallet account you can call and check your voicemail while roaming. Money will be deducted from My Wallet to cover the roaming charges.

If you do not have money in My Wallet, you will not be able to make any calls while roaming, including calls to check your voicemail. You can add more money to your My Wallet account at any time.

See our low North American roaming rates

Add money to My Wallet

What countries is global roaming available in?

Global roaming is available in the countries listed below and is a Pay-Per-Use service. When you use voice, text or data while roaming, you'll need to have money in your My Wallet account.

Please note: Calls to and from Cuba and locations served by satellite such as cruise ships will be charged at $6.00 per minute. Data and SMS service may not be available in all countries. SMS text messages include incoming and outgoing text messages. Listed countries, prices, features, specifications and offers subject to change without notice. Roaming services is dependent on coverage of roaming partners and may not be available in the listed countries in all areas, in all times or to all devices.

Countries:

  • Albania
  • Andorra
  • Austria
  • Belgium
  • Bosnia & Herzegovina
  • Bulgaria
  • Croatia
  • Cuba
  • Cyprus
  • Czech Republic
  • Denmark
  • Dominican Republic
  • Egypt
  • Estonia
  • Ferry and cruiseships (Inmarsat)
  • France
  • Germany
  • Ghana
  • Greece
  • Guyana
  • Honduras
  • Hungary
  • Iceland
  • India
  • Ireland
  • Isle of Man
  • Israel
  • Italy
  • Jamaica
  • Jersey
  • Latvia
  • Luxembourg
  • Macedonia
  • Malta
  • Mexico
  • Morocco
  • Netherlands
  • Netherlands Antilles
  • New Zealand
  • Norway (excl. ferry/cruiseships)
  • Panama
  • Poland
  • Portugal
  • Réunion
  • Romania
  • Russia
  • Saudi Arabia
  • Serbia
  • Slovakia
  • Slovenia
  • Spain
  • St Martin
  • Suriname
  • Sweden
  • Switzerland
  • Thailand
  • The Saints (French Antilles)
  • Tunisia
  • Turkey
  • United Kingdom

Pay-Per-Use services/My Wallet™

What is My Wallet™?

My Wallet™ is an account of money that you can ‘top-up’, in order to pay for Pay-Per-Use services, such as roaming and long distance. The money you add to My Wallet allows you to manage your wireless usage so that you’ll never spend more than you plan to.

Learn more about Pay-Per-Use services here

Add money to My Wallet

How will I pay for Pay-Per-Use services?

To use Pay-Per-Use services, you'll need to have money in your My Wallet account. The costs associated with each Pay-Per-Use service will be deducted from your My Wallet account, as soon as you start using that service.

Find out more about our Pay-Per-Use services here

Add money to My Wallet

What happens if I run out of money in My Wallet while using a Pay-Per-Use service?

If you run out of money in My Wallet while you're using a Pay-Per-Use service, the service will end. You'll need to more money to My Wallet, in order restart the Pay-Per-Use service.

Add money to My Wallet

Can I make a call to 411 Directory Assistance?

Yes you can.  As with all carriers, there is a cost associated with calling 411 – the cost is $3, and like all our Pay-Per-Use services you will need to have money in your My Wallet account before using this service.

Add money to My Wallet


Coverage & Network

How do the unlimited coverage areas work?

Within our unlimited coverage areas you have unlimited use of all the features in your plan.

When you travel outside our unlimited coverage area you can still use your phone for talk, text and data for a low Pay-Per-Use rate. Remember, in order to make/receive calls, send/receive text messages or use data when you're outside of our unlimited coverage area, you'll need to have money in your My Wallet account.

See our value-packed unlimited plans

See our coverage

See our low North American roaming rates

Add money to My Wallet

Will my phone work outside the unlimited coverage area?

When you travel outside our unlimited coverage area you can still use your phone. Remember, in order to make/receive calls, send/receive text messages or use data when you're outside of our unlimited coverage area, you'll need to have money in your My Wallet account.

See our low North American roaming rates

Add money to My Wallet


Payment & Billing

How can I use Visa Debit with Mobilicity?

Use your Visa Debit card exactly as you would use a credit card with Mobilicity.

You can make your monthly fee payment or top up your My Wallet account with Visa when you
- Call 611 and speak to Customer Care
- Log on to My Account
- Pay directly from the Make a Payment tab on mobilicity.ca

When do I need to pay my Monthly Fees?

You need to pay your Monthly Fees on or before your due date. To confirm your total monthly plan charge and/or to confirm your due date, go to My Account online or call Customer Care.

Already registered? Login now

Not yet registered? Create your account now

If you don’t mail out bills, how will I remember to pay my Monthly Fees?

We’ll send you a few friendly reminder emails and text messages as your due date approaches if you haven’t made your Monthly Fee payment.

Already registered? Login now

Not yet registered? Create your account now

Can I pay for more than one month of my Monthly Fees at a time?

Of course! The additional payment will simply remain on your account until your next due date.

Already registered? Login now

Not yet registered? Create your account now

Why is there a charge to pay my Monthly Fees in a store?

The charge to pay your Monthly Fees in a store is a charge to cover the stores' administration costs. There is no charge to pay your Monthly Fees online or using the automated voice prompts on the phone.

Here is a full list of our payment options

How are taxes charged on my account?

The cost of the unlimited plans and monthly add-ons shown on our website, do not include the applicable taxes.

All pay-per-use charges already include applicable taxes. For instance, if you make a one minute global long distance call at a rate of 15 cents per minute, the charge will be exactly 15 cents (note that rates differ by country). Or if you make a 411 Directory Assistance call at $3 per call, the charge will be $3.

I forgot to pay my Monthly Fee and now I can't make calls - what do I do?

You need to make a payment in full for your Monthly Fees due and your services will be restored; please remember that your due date remains the same no matter how late you pay your Monthly Fee.

For a one-time fee of $10, you can reset your due date at the time your late payment is made in full. Please call Customer Care, if you'd like to reset your due date.

Never worry about missing a payment with these convenient options:

  • Pre-authorized credit card: To have your monthly payments automatically charged to your credit card, simply add your credit card information to your account. You can set it up online, at a Mobilicity store or by calling Customer Care at *611 from your mobile device or 1-877-8MOBIL8 (1-877-866-2458).

  • Pre-authorized debit: To have your monthly payment automatically withdrawn from your bank account, download this form.

Already registered? Login now

Not registered yet? Create your account now

Can I make a self serve payment through my Mobilicity phone?

Yes you can make self serve payments by dialing *611 from your Mobilicity device and making a payment through our automated voice system or by visiting payment.mobilicity.ca through your Mobilicity browser.

Am I able to add money to My Wallet through Mobilicity’s Self Serve Payment portal?

Yes, you are able to add money to your My Wallet account or for another Mobilicity customer’s My Wallet.

Are all credit cards accepted on Mobilicity’s Self Serve Payment portal?

We only accept credit card payments with Visa and MasterCard.

What other options are available through Mobilicity’s Self Serve Payment portal?

You can check your due date, account balance and even make a payment for another Mobilicity customer through our Payment Portal at payment.mobilicity.ca

Please note, due to privacy we cannot display other customer’s account balance or due date but you are able to make a payment towards their account by simply entering their Mobilicity phone number and the amount you wish to pay.

Can I make a self serve payment on my suspended account through my phone?

Yes, you can make a self serve payment through our automated voice system by dialing *611 from your phone.


My Account

How do I register for My Account online?

Registering for My Account is easy. You will need:

  • your mobile number
  • the answer to the security question you were asked when you activated your account and
  • to select an 8 to 20 character username for your account

Once these steps are complete, a temporary password will be sent to your phone, and email address, if you have provided us with your email address. Use this temporary password to log in to My Account and set up a new password.

Create your account now

I can’t remember My Account password. What do I do?

You can reset your password at any time. A temporary password will be sent to your phone, and email address if you have provided us with your email address.

Reset password now

When can I view my monthly fee statement online?

Your monthly fee statement is available through My Account. It is produced two to three days after your due date and you can view statements for the past 3 months.

Already registered? Login now

Not registered yet? Create your account now

Can I pay for someone else’s account online?

Yes, as long as you know their mobile phone number, you can make a payment on their account using your credit card.

Make a payment now

Can I change my plan online?

Yes, making changes to your account is easy. Simply login to My Account and click on “My Plan Features & Monthly Add-Ons”. If you're upgrading to a plan with a higher monthly fee, you will be required to make a payment online to complete the change.

Already registered? Login now

Not registered yet? Create your account now


Mobilicity Network Settings (APN settings)

How do I enter Mobilicity’s APN and MMS settings to my Android Phone?

Android 4.0 or higher
Internet Setup

Step 1: Enter Settings
Step 2: Select Wireless & Networks
Step 3: Select More…
Step 4: Select Mobile Networks
Step 5: Ensure Data Enabled is checked (enabled).
Step 6: Select Access Point Names
Step 7: Create a new APN called “MOWAP” (or if a “MOWAP” already exists, simply change the settings of the existing “MOWAP” in accordance to Step 8)
Step 8: Enter the following:
- APN: wap.davewireless.com
- Leave all other fields blank
Step 9: Save

Picture Messaging (MMS)

Step 1: Enter Settings
Step 2: Select Wireless & Networks
Step 3: Select More…
Step 4: Select Mobile Networks
Step 5: Ensure Data Enabled is checked (enabled).
Step 6: Select Access Point Names
Step 7: Create a new APN called “MOMMS” (or if a “MOMMS” already exists, simply change the settings of the existing “MOWAP” in accordance to Step 8)
Step 8: Enter the following:
- APN: mms.davewireless.com
- MMSC: http://mms.mobilicity.net
- MMS Proxy: 10.100.3.4 - MMS Port: 8080
- APN Type: mms - Leave all other fields blank
Step 9: Save

How do I enter Mobilicity’s APN and MMS settings for BlackBerry?

BlackBerry OS 7 & BlackBerry 10

Insert an active Mobilicity SIM card into your phone and connect to the network by completing a call. APNs are populated automatically when Mobilicity SIM card is inserted.

For BB10 MMS APN

Step 1: Enter Text Messages Step 2: Settings > Change SMS and MMS settings> Advanced
Step 3: Enter the following:
- MMSC URL: http://mms.mobilicity.net
- Proxy URL: 10.100.3.4:8080

How do I enter Mobilicity’s APN and MMS settings to my iPhone?

Data:

Step 1: Open the Settings App
Step 2: Tap Cellular followed by Cellular Data Network
Step 3: Under the Cellular Data heading enter the following information:
- APN: wap.davewireless.com - Leave all other fields blank
Step 4: Press the Home button to exit the Settings App
Step 5: Restart your phone

Picture messaging (MMS):

Step 1: Open the Settings App
Step 2: Tap Cellular followed by Cellular Data Network.
Step 3: Under the MMS heading enter the following information under:
- APN: mms.davewireless.com - MMSC: http://mms.mobilicity.net
- MMS Proxy: 10.100.3.4:8080
- MMS Message Size 512000
- Leave all other fields blank
Step 4: Press the Home button to exit the Settings App
Step 5: Restart your phone

FaceTime:

Facetime is only compatible with Mobilicity data if you register Facetime using your Apple ID To setup Facetime using your Apple ID, please follow the steps below:

Step 1: Open the Settings App
Step 2: Tap FaceTime
Step 3: Ensure “You can be reached by FaceTime at (appleID)” is selected.

iMessage:

iMessage is only compatible with Mobilicity data if you register iMessage using your Apple ID To setup iMessages using your Apple ID, please follow the steps below:

Step 1: Open the Settings App
Step 2: Tap Messages
Step 3: Tap Send & Receive
Step 4: Confirm the following is selected: “You can be reached by iMessage at (appleID)”

Personal Hotspot:

Step 1: Open the Settings App
Step 2: Tap Cellular
Step 3: Tap Cellular Data Network
Step 4: Enter the following:
- APN: wap.davewireless.com
Step 5: Leave all other fields blank (Username and Password)
Step 6: Go back to Settings menu and "Personal Hotspot" will be visible

How do I enter Mobilicity’s APN and MMS settings to my Windows Phone?

Internet Setup

Step 1: Go to Settings
Step 2: Select mobile network
Step 3: Select add internet APN
Step 4: Enter the following:
- APN: wap.davewireless.com
- Leave all other fields blank
Step 5: Save

Picture Messaging Setup (MMS)

Step 1: Go to Settings
Step 2: Select mobile network
Step 3: Select add MMS APN
Step 4: Enter the following:
- APN: mms.davewireless.com
- MMSC: http://mms.mobilicity.net
- Leave all other fields blank
Step 5: Save


Data

Can I access the Internet using any Mobilicity phone?

Yes, you can access the Internet using the mobile browser on any Mobilicity phone. If you do not have unlimited data included in your plan, you can still access the Internet on a Pay-Per-Use basis.

Remember, in order to use Pay-Per-Use services, regardless of whether or not you’re within our unlimited coverage area, you’ll need to have money in your My Wallet account.

See our great selection of brand name phones

See our value-packed unlimited plans

See our add-ons

Add money to My Wallet

How does unlimited data work?

Within our unlimited coverage areas, unlimited data provides you 24/7 access to your favourite mobile internet sites including social networking, email, and wherever else you want to browse. Do what you want, and never count a kilobyte.

You should know that our data services are designed to give all customers equal access to data bandwidth. If you are using data intensive services like video streaming, radio streaming, accessing large files, you may notice your service slowing down.

See our value-packed unlimited plans

Can I access data when I'm outside of the Mobilicity unlimited coverage area?

Yes you can. If you travel outside our unlimited coverage area, all features that you want to use are billed on a Pay-Per-Use basis. Remember, in order to use Pay-Per-Use services, when you're outside of our unlimited coverage area, you'll need to have money in your My Wallet account.

See our coverage

See our low North American roaming rates

Add money to My Wallet

Can I use streaming services with the unlimited data plan?

Yes, you can access streaming sites. If our network is experiencing high traffic, you may experience a slowdown of streaming sites.

My plan includes unlimited data, is tethering allowed?

If your plan includes unlimited data, and you're within our unlimited coverage area, tethering is allowed but heavy data use (i.e. accessing large files) will slow down the tethering capabilities significantly.

See our value-packed unlimited plans

See our coverage

Does Mobilicity slow down or practice data shaping of the unlimited data services?

Mobilicity does shape data traffic. We do this so that all of our customers have equal access to our data bandwidth. You will not notice any slow down if you’re accessing social networking sites, sending/receiving emails, or browsing most sites on the mobile internet. You may notice a slowdown if you’re accessing data intensive sites, heavy streaming sites (i.e. online radio stations) or large video files.


Phones

I have an iPhone, can I get a Mobilicity plan?

Yes! iPhones are compatible with our services, although some Apple services and features may not work optimally. However, we continuously strive to improve our iPhone customers’ experience on our network.

See our great selection of brand name phones

See our value-packed unlimited plans

Find a store

Why do I have to pay for a phone?

We see your phone like any other electronic device you own. You pay for it, you own it. And in the long run, it's cheaper than the $0 phone that you pay for each month in your contract, like you do with the other guys.

See our great selection of brand name phones

Find a store

What phones work on the Mobilicity network?

If you have a phone that is not sold by Mobilicity that you’d like to activate on our network, you’ll have to ensure that it’s compatible with our network. Our network uses a frequency called AWS, with bands 1700/2100. This is a fairly new frequency for phone carriers to use and there are only two other carriers in North America that use it.

Additionally, your phone will need be to be “Unlocked” and you’ll need to purchase a Mobilicity SIM card before you’re able to activate it with us. You can also visit any Mobilicity store to see if your phone will work on our network.

See our great selection of brand name phones

Find a store


9-1-1 Emergency Services

What are some of the tips I should remember when calling 9-1-1 using my wireless phone?

  • You should always give the 9-1-1 operator your cell phone number including area code in case you are in an area not equipped with wireless E9-1-1 and the operator does not know your number.

  • You should tell the operator your location or the location of the emergency because the operator may only receive your approximate location and the accuracy of this location may be subject to errors and many other factors such as the current climate.

  • You should always stay on the line with the operator. Please note that customers are not being billed for airtime on 9-1-1 calls.

  • You should not hang up until the operator tells you to do so and you should leave your phone turned on after hanging up in case the operator needs to call you back.

  • You should not pre-program 9-1-1 on your cell phone so that you can reduce the chance of unintended accidental calls to 9-1-1 service.

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What information may the operator get if I call 9-1-1 using my wireless phone?

When you call 9-1-1 within the Mobilicity unlimited zones, the network is designed to provide the 9-1-1 operator with your phone number and your approximate location. Since you are connected wirelessly to our network, your approximate location may be subject to errors and many factors including the current climate. You should remember to always tell the operator your location or the location of the emergency.

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Returns & Warranty

I am not happy with my phone, can I return it?

If you’re not happy with your phone, your phone must be returned within 14 days from the date of purchase. You must have your original sales receipt, original phone box, including all instruction manuals and accessories that came with the phone (such as the charger, battery, headset and carrying case) must be returned as well. Note: Phones that are "Final Sale" cannot be returned.

What is the Mobilicity 7 Day Guarantee?

The Mobilicity 7 Day Guarantee allows you to try our service and receive a full service refund within 7 days if dissatisfied. Certain conditions apply, and more details are available in our Service Terms and Conditions.

It takes approximately 8 to 12 weeks to process a refund cheque. The cheque will be mailed to the address you provided at the time of activation.

My phone is not working as it should, how can I get it fixed under warranty?

Below are details on how to contact a phone manufacturer about their warranty.

We recommend reviewing the following before you contact the manufacturer directly:

  • Make sure you have your phone’s serial number (it’s behind the battery).
  • Have your purchase date: the date you bought your Mobilicity phone. The receipt from the Mobilicity location will have all the details you need for this.

Motorola - Please go to www.motorola.ca or call 1-800-4543-262361-4575 (Mon - Fri, 8:00 am to 11:00 pm EST and Sat - Sun, 10 am to 7 pm EST)

Samsung - Please call Samsung at 1-800-726-7864 (Monday to Friday, 8:30 am to 12:00 am EST)

ZTE - Please go to http://atne.ca/ZTE/ or call 1-866-644-3056 (Mon - Fri, 10:00 am to 11:00 pm EST)

Blackberry – Please contact a store location. Check our Store Locator to find a store nearest you.

What types of damages are not covered by the warranty?

The following types of damages are not covered under warranty:

• Liquid Damage • Removal of the litmus paper • Customer abused/tampered • Cracked screen • Black or blue spots on the screen • Outside of the advertised warranty period

Can I return my 'Good As New' phone?

There are no returns or exchanges on the 'Good As New' phones. Products are sold as is and considered final sale.


Plans

What is Mobilicity to Mobilicity calling?

Mobilicity to Mobilicity calling is included in all rate plans. It gives a Mobilicity customer - while within our unlimited coverage area - unlimited calling to any other Mobilicity customer.

How do the Mobilicity plans work?

With Mobilicity, you can talk, text and surf all you want in any of our unlimited coverage areas. Whichever value-packed plan you choose, the price you see is the price you pay. No hidden fees. No overage charges. No surprises.

And if you travel outside our unlimited coverage area, we have low roaming rates for voice, text and data. Remember, in order to make/receive calls, send/receive text messages or use data when you're outside of our unlimited coverage area, you'll need to have money in your My Wallet account.

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Is there any cost associated with changing plans?

An administrative fee of $40 may apply to some changes to plans (such as moving to a Promotional Plan). If you are under the Monthly Fees program, your plan charges will be prorated in respect to your Payment Date. If you are under the Multi-Month Fees program, we will prorate your refund based on the remaining days left on your plan minus an administrative fee. You agree that the one month’s regular plan charge is a reasonable charge for us to recuperate any discounts, subsidies or other costs associated to your change under the Multi-Month Fees program. We may at our discretion limit your number of changes allowed to your plan within a short period of time

Changing your plan online is easy with My Account.

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If I travel to another city that is within Mobilicity’s unlimited coverage area, can I still use my phone?

Yes, if you travel to any city that is within any of our unlimited coverage areas, your phone will work. The city you travel to will become your local calling area. E.g. If you are from Vancouver and travel to Toronto, Toronto will now become your local calling area.

With unlimited Province Wide Long Distance, when you travel to another city outside your 'home province' that is one of our unlimited coverage areas, you will still have unlimited Province Wide Long Distance to your home province, not the province you are visiting. E.g. If you are from Vancouver and travel to Toronto, you can still make Province Wide Long Distance calls to British Columbia but not Ontario.

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My plan does not include unlimited Canada Wide or U.S. Long Distance; can I still call to these areas?

If your plan does not include unlimited Canada Wide or U.S. Long Distance, you can add either feature as an add-on or make calls on a Pay-Per-Use basis. Remember, in order to use Pay-Per-Use services, you'll need to have money in your My Wallet account.

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Add-ons

How do I pay for an add-on?

You pay for add-ons the same way you would for your unlimited plan. That is, prior to the month in which you will use the service.

Adding an add-on to your unlimited plan is easy. Simply login to My Account and click on “My Plan Features & Monthly Add-Ons”. You will be required to make a payment online, before the change takes effect.

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I have an add-on on my account; will it work in all of Mobilicity’s unlimited coverage areas?

Yes, as long as you are within our unlimited coverage area, all add-ons will work.

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Long Distance

Can I make global long distance calls?

Global Long Distance calls is available at very competitive rates and is considered a Pay-Per-Use service. In order to use Pay-Per-Use services, you'll need to have money in your My Wallet account.

See our low global long distance rates

Find out more about our Pay-Per-Use services

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