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GETTING STARTED

BEFORE YOU PURCHASE

Where can I purchase a PC mobile phone?

You can purchase a PC mobile phone at The Mobile Shop (a full-serve kiosk at participating Loblaws Inc. stores). For a list of kiosks nearest you, click here.

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PURCHASE OPTIONS

Purchase Options

PC mobile handsets can be purchased using most major credit cards or Visa Debit cards. At this time, transactions at The Mobile Shop cannot be made with American Express or cash.

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UNLOCKING YOUR DEVICE

How soon can I get my device unlocked?

If you purchased your device on one of our device payment options that subsidized your device price, you can have your device unlocked after 90 days of service, provided you are in good credit standing. If you purchased your device on our monthly option and paid for the device in full, you can have your device unlocked immediately after activation. Please note, a $50 device unlocking fee applies in both cases.

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MOVING YOUR NUMBER

How do I move my existing phone number over to PC mobile?

Just visit The Mobile Shop (for a list of kiosk locations, click here) and we'll do most of the work for you. You can move your number if :

  • It's an active mobile or landline number
  • We have service in that area
  • It's from a service provider in the same local calling area
  • Number Portability is available in that area

Tips for moving to PC mobile:

  • Keep it active. Don't cancel your current service before switching to us. In order to move your number, it must be active.
  • Have it at hand. Have your phone, an invoice from your current service provider and, if possible, your service agreement handy when you move your number. To be on the safe side, you should review your existing service agreement to find out what charges might apply.
  • Don't delegate. Only the authorized account holder can transfer a number. To check if your existing phone number is eligible to move to PC mobile, Please visit The Mobile Shop (for a list of kiosk locations, click here) or call 1-855-660-3355 for assistance.

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SIM CARDS

What is a SIM card?

SIM (Subscriber Identity Module) is a smart card that stores data such as your phone number, contact information and text messages. SIM-based phones require this card to work and access the network. All PC mobile phones require a SIM card. PC mobile SIM cards come with PC mobile phones.

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RETURN & WARRANTY

What is your warranty and repair policy?

Type of repair What to do Appicable charges

Money Back Guarantee
(Within 15 days of original phone activation)

Return the phone with original contents, packaging and proof of purchase to The Mobile Shop for exchange or refund.

No charge – full refund of phone purchase price.

Warranty mobile phone exchange
(30 days or less of original phone activation)

Return the phone with original contents, packaging and proof of purchase to The Mobile Shop and exchange for another of the same model.

The phone must be free of physical and liquid damage. Any damage will void the warranty.

If you’re returning a smartphone, we recommend you back up your data before bringing it in for repair. For instructions, check your smartphone User Guide or visit our Support Section.

If the device is covered under warranty, there will be no associated costs for repair. If the damage is not covered by standard warranty (i.e., from liquid or physical damage), an estimated cost of repair will be provided for your approval.

First year manufacturer's warranty phone repair
(between activation and 1 year of purchase)

Bring your phone to The Mobile Shop and arrange for repair under the manufacturer's warranty.

A loaner will be available while you wait for yours to be assessed and repaired. Call The Mobile Shop to inquire about stock availability prior to dropping off your device.

Your phone must be free of physical and liquid damage. Any damage will void the warranty.

There’s no charge for the repair if the defect is covered under the Manufacturer’s Warranty. Once submitted for an in-warranty repair, your device will be diagnosed at The Mobile Shop and then assessed at a Service Centre if necessary.

A loaner phone will be provided to you.

Note: The Manufacturer’s Warranty does not cover damage from misuse, like moisture or physical damage. Service, support and repair charges may apply. If your mobile phone cannot be repaired, all personal content (images, ringtones, contacts, etc.) will be lost.

Out-of-warranty phone repair
(Expired warranty and/or issues not covered by the manufacturer’s warranty)

Bring your phone to The Mobile Shop (for a list of kiosk locations, click here) along with a proof of purchase. We’ll arrange to have it sent out for assessment and repair.

There will be a $30 charge for repair administration at The Mobile Shop. A Mobile Advisor will provide you with an estimate of any additional repair costs.

There is a $50 loaner administration fee at The Mobile Shop.

A loaner phone will be provided to you ($200 is required). You will receive a full refund of the deposit if the loaner phone is returned in good working order.

Note: If your mobile phone cannot be repaired, all personal content (images, ringtones, contacts, etc.) will be lost.

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CHECK DEVICE COMPATIBILITY

Will your non-PC mobile device work on our 4G or 4G LTE networks? Could the pre-owned device you purchased possibly have been lost or stolen?

Enjoy peace of mind

Check your device's PC mobile network compatibility and ensure that it wasn't lost or stolen by entering its IMEI below.

Note: Lost and stolen check only currently applies to PC mobile devices.

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NETWORK OPTIMIZATION

Wireless Video Experience Optimization

In order to provide the best possible experience when streaming videos on your mobile wireless device, we’ve implemented Wireless Video Experience Optimization. Video Experience Optimization improves video streaming by encoding files to reduce their size. As a result, you can save on data usage, videos can be loaded faster and there’s less risk of buffering and fewer stalls, without noticeably reducing the image quality. Please note that the level of optimization in different video files will vary based on the degree to which the videos are already optimized, and based on the display capabilities of the device you use. With Video Experience Optimization in place, you can continue to access the same range of Internet content, applications and services, subject only to the general rules in our standard mobility Service Terms.

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