FREQUENTLY ASKED QUESTIONS
What is the best cell phone?
The one that works best for you in your every day life.
How do I activate and access my Wireless Voicemail?
Before you begin:
Hold down the “1” key on your wireless phone or select “listen to voicemail” from the phone menu (this will vary by device). The “1” key is dedicated to speed dial your voicemail. This is done though a voicemail retrieval number and the number should not be replaced by another telephone number.
If the voicemail retrieval number is not pre-programmed in your wireless phone, the following may help:
Your phone should be off during voicemail activation
Turn the phone on in 30 minutes following voicemail activation
In another 30 minutes, turn the phone off and on again.
If you are still having problems, contact customer care at *611 from your wireless phone (it’s a free call).
The retrieval number may appear on your handset and appear as a long distance call to you (i.e. you reside in area code 613 and it is dialing +1416). Do not attempt to change the pre-programmed retrieval number; if you are within your ‘home’ local calling area, voicemail retrieval will automatically be rated at local airtime, according to your airtime rate plan.
However, when retrieving voicemail outside of your “home” local calling area, long distance charges will apply.
Method 1: Set up voicemail from a landline or another phone:
Step 1: Turn off your wireless phone and dial your wireless phone number.
Step 2: When you reach the greeting, press # to interrupt the greeting.
Step 3: Enter your temporary password. This is provided to you at the time you purchase voicemail and also sent via text message – normally the last 4 digits of your wireless telephone number.
If you received your phone via courier (i.e. you ordered your phone and wireless service over the web), your temporary password will be 1 + the last 4 digits of your wireless number.
Step 4: Follow the instructions given by the voicemail system to set up a new password and personal greeting.
Method 2: Set up Voicemail from your wireless phone:
Step 1: Hold down the “1” key on your wireless phone or select “listen to voicemail” from the phone menu (this will vary by device).
Step 2: Enter your temporary password.
Step 3: Follow the instructions given by the voicemail system to set up a new password and personal greeting.
How do I know I have a GSM wireless phone?
A GSM wireless device needs a Subscriber Identity Module (SIM) card to make and receive calls on the Rogers Wireless GSM network. It’s a tiny gold computer chip inside your phone (remove battery to find) that contains your wireless subscriber profile to authorize a GSM device to make and receive calls on our network. The SIM card contains your customer number and your personal phone book
Am I being charge airtime if I call a 1-800 number ?
Yes, you are: a 1-800 number does not waive the airtime; it only waives the long distance charge.
Am I able to SMS another GSM phone overseas other than a Rogers customer?
Yes. Rogers Wireless customers can send a text message to anywhere in the world.
International text messaging allows you to send and receive text messages across the world. For a complete list of countries and local carriers that support international text messaging please click here.We are continually adding more countries and local wireless operators in existing countries.
Sending international text messages costs $0.20 per message. Receiving text messages is always free with Rogers AT&T (up to 2500/month).
Am I using data or kilobytes when I play downloadable games?
No. Once you have downloaded a game and it is installed on your handset, you can play the game for as long and as often as you like without consuming data (KB) or worrying about any additional charges.
Are Text Messaging Plans and Data Plans shared on Family Plan ?
No. All optional services must be purchased individually for each user and cannot be shared.
Are there any limitations to the Auto Roadside Premium Plan?
The 5 service calls included in the Premium Plan covers up to $50.00 CDN per each service incident. Any overages will be informed up-front and are the responsibility of the customer.
There is a 72 hour processing period before a subscriber to the Premium Plan can take advantage of the included 5 service calls.
Are there any requirements to have the Auto Roadside service coverage ?
Your wireless phone must be present at point of service and Auto Roadside Service coverage is only provided to your cellular number.
Can all GSM phones send and receive Text messages ?
Yes. All GSM phones can send and receive text messages. Please consult your user guide to find out how.
Can I call 911 if my SIM card is not working?
You can call 911 at ANY time, with or without a SIM card.
Can I change my current cellular price plan on line ?
Yes. However you must be registered onto our site, www.rogers.com and associate your account.
Once you've registered:
From the Rogers Online Self Service page Click on "Manage My Wireless Services"
Click on "Change My Price Plan"
Follow the simple step by step instructions
If you have not yet registered, click here.
If you have registered but have not associated your account to your userID , please sign in on www.rogers.com and go under my profile/my accounts to associate your account.
If your account number is registered on our site, please click here.
Can I deactivate my wireless account online?
Due to security reasons, we are unable to cancel your accounts online. Please visit your local Rogers Wireless store or call us at 1-800-226-8352 and a representative will gladly assist you. They are open to serve you Monday through Friday from 8 AM to 9 PM and on Saturday from 8 AM to 6 PM.
Can I give someone a ring tune or graphic ?
No, each code is different depending on the phone model and product requested. Please ask your friends to visit www.rogers.com to find their code.
Can I keep my current number if I replace my wireless phone?
If you purchased a new wireless phone through a Rogers Wireless store, it is possible for you to keep your current wireless number as long as your wireless account is active. Simply make your request at the time of purchase.
Can I purchase a polyphonic ring tune on your Web site for my phone ?
Yes.The www.rogers.com/ringtunes Web site now allows you to download a selection of Polyphonic Ring Tunes, as well as previewing them. You can order them on the Website and the ordered Ring tune will be delivered to your handset via SMS message.
Can I send a message if I do not have a Rogers cellular phone?
You may send a text message to another Rogers subscriber by going to www.rogers.com/textmessage. We’ll even tell you the total number of words and characters you’ve used. You will not be charged to send a text message through the Rogers Website.
Note: Text messages received by Rogers Wireless customers are free. (up to 2500 per month, an additional $0.05 per message over 2500).
Can I send a Picture Message to somebody on another carrier?
Yes. Now, along with being able to send your pictures and videos to your friends who have Rogers phones or to any e-mail address, you can also send them to friends with mobile phones from other Canadian carriers.
Can you explain the codes on my wireless invoice?
Invoice Codes are codes that are linked to detailed information that we use for billing purposes. Abbreviations/Codes are used as the full description cannot be detailed on cellular invoices.
Invoice codes
Code Description
CR Credit
ADL Daily Surcharges
CAN Canadian
CFT Call Forward/Transfer
COL Collect Call (at Operator assisted rates)
DAT Date Gateway Call
FIM First Incoming Minute
FOM First Outgoing Minute
G&P Roaming call placed outside Canada to within your home province – incurs federal and provincial sales taxes
GST Roaming call placed – outside Canada (to a Canadian destination outside your home province)- incurs GST
INC Incoming Local Call
INT International
IRI Roaming call received – outside Canada-does not incur Canadian Taxes
IRM Roaming call received outside local calling area
NON Roaming call placed – outside Canada – no Canadian taxes
OCL Directory Assistance Call Completion
OPR Call receiving operator assistance (charged at operator assisted rates)
OUT Outgoing call
RCL Roaming call placed – within Canada – Directory Assistance Call Completion
ROM Roaming call placed – within Canada – outside local calling area
USA United States of America
VAC Voice Command Call
ZFM Zone First Incoming Minute Free
ZIN Zone Incoming Call
ZMM Zone Mobile Message
ZOP Zone Operator Assistance
ZOT Zone Outgoing Call
ZVC Zone Voice Command
Do I need new hardware to get the faster speeds of EDGE?
To get the faster speeds of EDGE, you will need a device that supports EDGE. GSM/GPRS only devices cannot use EDGE technology so you will not see faster speeds.
Does it cost me anything to roam with Text Messaging?
Sending a text message while roaming in the U.S. or overseas costs $0.40/message. Receiving text messages while roaming is no charge, just like it is at home.
How can I keep my name from being displayed?
To block your name on individual calls just enter #31# before you key in the phone number. To have your name blocked permanently, at no charge, contact Rogers Customer Care at 1-877-764-3772.
How do I send a Picture Message from my mobile phone directly to my online album?
To send a Picture Message from your mobile phone directly to your online album:
1. Take a picture with your Picture Messaging phone or select a picture that is already saved on your phone.
2. Store it and/or Send from the "Options" button or from the menu on your phone.
3. If prompted for how to send the picture message, select "MMS" (multi-media messaging service).
4. The picture will then appear on the phone screen. Select the "Options" or "OK" button to add recipient information.
5. When entering recipient information, send the message to short code RPIX (7749).
Is the early cancellation fee for my wireless phone ?
Early cancellation fee for wireless phones are $20.00 X number of remaining months on your term to a maximum of $400.
How do I active Call Forward and Busy/ No Answer Transfer feature on GSM?
Call Forward (all calls)
To activate: * 21 * [area code and phone number] # SEND
To cancel: # 21 # SEND
To reactivate: * 21 * SEND
Status: * # 21 # SEND
Busy/ No Answer Transfer (includes busy, no reply & out of reach
To activate: * 004 * [area code and phone number] # SEND
To cancel: # 004 # SEND
To reactivate: * 004 # SEND
Status: * # 004 # SEND
Busy Transfer
To activate: * 67 * [area code and phone number] # SEND
To cancel: # 67 # SEND
To reactivate: * 67 * SEND
Status: * # 67 # SEND
No Reply
To activate: * 61 * [area code and phone number] # SEND
To cancel: # 61 # SEND
To reactivate: * 61 * SEND
Status: * # 61 # SEND
Out of Reach
To activate: * 62 * [area code and phone number] # SEND
To cancel: # 62 # SEND
To reactivate: * 62 * SEND
Status: * # 62 # SEND
Note: Busy/No Answer Transfer, Busy Transfer, No Reply, and Out of Reach services do not apply with Voicemail or Enhanced Voicemail services. Voicemail or Enhanced Voicemail services substitute the need for the above mentioned star features.
What fees should I expect to pay for a hardware upgrade?
For any hardware upgrade, you will be charged a $35 administration fee.
What are the benefits of GSM ?
With GSM, you can have many benefits:
International Mobility (With tri-band devices)
Digital cellular technology (introduced into all Rogers cellular coverage areas)
Smart Card Technology (SIM Card makes switching devices easy)
Integrated voice and packet-data devices (allows for the integration of multiple devices into one)
Security
Certain near and long-term evolution towards “3G”
Can I move from one price plan to the next without incurring a charge?
You may move from one price plan to the next without incurring a charge.
What is the difference between text, instant and e-mail messaging?
Text messaging, also called Short Messaging Service (SMS), is a wireless service available on digital mobile networks. It enables transmission of text messages between cellular phones on ANY major Canadian wireless network. Messages are typically limited to 160 characters.
Instant Messaging is a service that alerts you when friends and family are online so you can communicate with them in real-time. Only Rogers Wireless offers you access to the most popular Messaging services, including MSN Messenger and AOL Instant Messenger. Visit www.rogers.com/instantmessaging for more information.
E-mail messaging allows you to receive emails using your wireless phone. Your e-mail address will be your 10-digit Rogers Wireless phone number followed by @pcs.rogers.com. Example: [area code + phone number]@pcs.rogers.com
What kind of GSM device will I need to roam overseas?
GSM customers with a tri-mode phone are able to use the same GSM device at home in Canada, in the U.S.and overseas on international GSM networks where Rogers has roaming agreements.
Customers with international roaming requirements are able to roam in countries where Rogers Wireless has established GSM international roaming agreements only. A tri-band GSM device that supports 1900 MHz, 1800 MHz and 900 MHz frequencies is required.
Will I be able to put any GSM phone on the Rogers Wireless network ?
No, in addition to possibly being “locked” to their network of origin, phones and other GSM/GPRS devices purchased from other carriers may not be fully compatible with the Rogers Wireless network and services and may not work reliably or have full functionality. We will not be able to properly support and service any wireless device that has not been specifically designed to operate on the Rogers Wireless network.
Does Voicemail and Enhanced Voicemail allow messages to be re-saved?
Messages that are saved in Voicemail can only be stored for a total of 5 days from the day the message was retrieved. For example, if you listen to a message on July 1 and save it, it will expire 5 days following, even if you listen to the message again and save it again (it will not be saved for an additional 5 days).
For Enhanced Voicemail, messages can be stored for a total of 10 days and in the same way, the message will be deleted 10 days following the original message retrieval, even if you listen to the message again later and re-save the message (it will not be saved for an additional 10 days).
What happen if my wireless phone cannot be repaired?
The store will notify you if the phone cannot be repaired. Please ask the store representative what options you have available including the hardware upgrade program.
How do I use GPS with BlackBerry Maps?
Verify that you have paired your BlackBerry device with a Bluetooth®
enabled GPS receiver.
1. On a map, click the trackball.
2. Click Start GPS.
As you move, the map shifts and your position remains centered on the screen.
To stop tracking your movement, click the trackball. Click Stop GPS.
Can I record a video with the BlackBerry Pearl?
No, the BlackBerry Pearl does not support video recording.
How do I roam with my BlackBerry?
To roam with your BlackBerry, please follow the steps below:
1. Check handheld code is at least v3.6.073 or higher. If not, contact your IT Helpdesk for assistance. If you do not have an IT Helpdesk, then go to www.rogers.com/blackberrysoftware.
2. Check your user manual to find out what "frequency" your device supports (i.e. 850, 900, 1800, 1900). Need a copy of your user guide, click here.
3. Go to www.rogers.com/roaming or www.rogers.com/usroaming to look up the country you are visiting and availability of coverage and frequency. GSM availability is for voice. GPRS is for emailing on your BlackBerry.
4. Ensure that you check the electricity voltage of your destination and take the proper adapter with you so you can charge your device. All BlackBerry's do come with 3 adapters, EXCEPT the Austrailian adapter which can be purchased separately.
Automatic Scanning for the Network:
Upon arrival, the BlackBerry should automatically scan for the local frequency and available networks to roam on. It may take 5-20 seconds to register on one of the available roaming network and customer will receive a "Network Registration" SMS message.
Manually Scanning for the Network:
From the "Home" screen, select "Options".
Scroll to "Network" and select by clicking the jog wheel in. Scroll down to "Scan Mode" (default setting is "Automatic").
Change Scan Mode to "Manual" - push in jog wheel and select "Register now".
Click the jog wheel and select "Scan for Networks". User will be presented with a list of the available networks. Select the carrier in that area and "Save".
Important: Customers will need to set Scan Mode back to "Automatic" when they leave that area. Otherwise, they might compromise GSM service in other areas
Will I be charged for calling 411 if the number I requested is unlisted ?
Yes, you will be charged $1.50 and any applicable airtime.
Is International Directory Assistance available from Rogers Wireless phones ?
No. International Directory Assistance is not available from your Rogers Wireless phone.
Is Rogers Mobile Television live Television?
Yes it is. If you're watching an ordinary television in your living room, you may notice a slight delay before the same TV content appears on your wireless phone. This is because the Rogers Mobile Television network must buffer the TV content to deliver it to your wireless phone.
Can I switch to a Fido price plan?
No. Although Fido and Rogers Wireless are now owned by the same company, they are separate brands and each offers its own selection of unique handsets and price plans. Rogers Wireless customers do not have access to Fido’s pricing and vice versa.
What is Unlimited Network Calling?
Unlimited Network Calling allows customers to send/receive unlimited local calls to/from other Rogers Wireless, to/from Rogers Home Phone (billed via V21) customers, to Rogers Home Phone (billed via AS400) customers, and to/from Fido customers. UNC does not include free long distance.