PREPAID FAQ

PREPAID FAQ

Does PC mobile offer SIM cards?

You can purchase a stand-alone PC mobile SIM card. Our PC mobile SIM cards are $10. These LTE Multi SIM cards include a Regular, Micro and Nano SIM card, widening your range of phone options. They are available where President’s Choice products are sold and can be found on the side panel of the "Prepaid Cell Phones Express" kiosk. Here is a link to our store locator to find a store location nearest you.

http://pcmobile.ca/store_locator_landing_page.jsp?nt=prepaid&ft=1

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SELF-SERVE

Discontinuation of the old PC mobile Self-Serve option

On June 30, 2017, the current Self-Serve option on your mobile browser will be discontinued. This option is being replaced with a new My PCmobile app which is now available for download – continue reading below for instructions on how to download.

The new My PCmobile app offers:

  • A more user-friendly interface (with a nicer design!)

  • The continued ability to manage your account without incurring any data charges

Download the My PCmobile app for Android devices by clicking on the Google Play icon below (this will redirect you to the Google Play Store).

Click Google Play to download the app: Get it on Google Play     App Icon:


Important: The My PCmobile app is only available on Android devices version 4.1 and higher. If you have an older Android model, you will not be able to download the app on your phone. However, you can still access the app 24/7 by typing mypcmobile.mselfserve.ca/mobile into your phone’s browser. (You can bookmark this site for quick and easy access!)

For the best experience, upgrade your phone to our most recent selection of smartphones and download the new My PCmobile app from the Google Play app store.


It's easy to manage your account 24/7!

You can manage your account balance and expiry date, plus add funds, features and more. Here's how:

  • Call Us: Just dial #PCMO (#7266) FREE from your PC mobile phone or 1-877-284-6361 from any other phone.

  • Go Online: Launch your Internet Browser on your PC mobile phone and click the Self-Serve link
    NOTE – This option will no longer be available as of June 30, 2017. See section above for details ('Discontinuation of the old PC mobile Self-Serve option').

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CDMA NETWORK CHANGE

CDMA Network Change

The CDMA network (an older network technology) will be replaced by a 4G network in regions across Canada starting on the following dates:

Start Date End Date Regions affected

May 31, 2018

June 1, 2018

Fort Nelson, British Columbia
Québec City (and the South Shore), Québec
Nunavut
Yukon
North West Territories

June 30, 2017

July 5, 2017

Saskatchewan

March 3, 2017

June 30, 2017

Gaspé region in Quebec

January 31, 2017

June 30, 2017

Alberta and British Columbia

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EXTENDED COVERAGE

Extended coverage

The PC mobile HSPA network covers 74% of the population and LTE network covers 59% of the population in Manitoba, with coverage expanding across the province. That coverage is now complemented by extended coverage throughout Manitoba.

Who is extended coverage available to?
Extended coverage is available to PC mobile customers with HSPA/LTE devices for occasional use to complement the customer's usage on the PC mobile network. Extended coverage is not available to Manitoba customers residing outside of the PC mobile footprint; PC mobile only offers new phone numbers and the ability to port in numbers for its own network. See our coverage map for our latest service coverage areas and maps.

What are the usage limitations of extended coverage?
As extended coverage is offered as a complement to PC mobile's own coverage, the majority of your usage on a monthly basis must be within PC mobile's own coverage area. PC mobile may restrict or limit your access to extended coverage if the majority of your usage occurs within extended coverage on an ongoing basis. Usage is subject to PC mobile Terms of Service; see pcmobile.ca/serviceterms

How is usage within extended coverage billed?
Usage within extended coverage is billed as part of your current plan. Just like travelling outside your local area on the PC mobile network, long distance charges apply to incoming calls received while within extended coverage. For outgoing calls, long distance applies if the number called is outside the local calling area of where the call is placed. Long distance charges do not apply if you have the Unlimited Nationwide and Unlimited North American Long Distance Minutes add on. However, regular local airtime rates still apply to these long distance calls.

How will the experience be different within extended coverage? The Network icon will show EXT instead of PC mobile when your usage is occurring within extended coverage. Data speeds will generally be slower and certain services (such as video streaming and the internet) may be limited.

Please note that PC mobile and our roaming partners may, without notice, change networks or geographical coverage areas (both in and out of Canada). PC mobile is not liable for any loss you or anyone else may suffer as a result of any disruptions or outages to the Services, or as a result of any changes to the networks or geographical coverage areas (both in and out of Canada).

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9-1-1 SERVICE

What is 9-1-1 service?

9-1-1 service provides a three-digit code that you may dial from your mobile device during an emergency to reach an emergency operator and access emergency services. Not all municipalities provide 9-1-1 service so it is possible that you may be in an area where 9-1-1 service will not work.

In areas where 9-1-1 service is available, it can be provided in one of the following forms:

  1. Basic 9-1-1 (B9-1-1)
  2. Enhanced 9-1-1 (E9-1-1)

E9-1-1 service is the most common form, but there are areas of Canada where only B9-1-1 service is provided. The differences are explained in the sections below:

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ALERT READY

Wireless Public Alert Awareness FAQs

Alert Ready is a service designed to deliver critical and potentially life-saving emergency alert messages to Canadians. The Alert Ready system was developed in partnership with federal, provincial, and territorial emergency management officials, Pelmorex Weather Networks (Television) Inc., the broadcast industry, and wireless service providers to ensure you receive emergency alerts immediately and know when to take action to keep you and your family safe.

To see if your device will receive these messages, please check the list of compatible devices.

The list below outlines the current compatible devices. More devices will be added shortly.

  • Alcatel A50, Go Flip
  • Apple iPhone 5s, 6, 6s, 6 Plus, 6s Plus, SE, 7, 7 Plus, 8, 8 Plus, X
  • Blackberry Motion
  • Huawei P10 Light, P10
  • LG V30, Q6
  • Samsung Note 8, GS8, GS8+, J3 Prime, GS7, GS7 Edge, A8, GS9, GS9+
  • Sony Xperia XZ1

For more information, please visit AlertReady.ca.

Frequently Asked Questions

1. Who sends emergency alerts?

Federal, provincial, and territorial governments are responsible for issuing emergency alerts.

Federally, emergency alerts are issued most frequently by Environment and Climate Change Canada.

Each provincial or territorial government decides who will have the authority to issue alerts within their jurisdictions. For example, emergency alerts could be issued by provincial or territorial emergency management offices or in some cases, by municipal emergency management offices or local police and fire departments.

Media companies, including television, radio stations, cable and satellite distributors, as well as websites receive these emergency alerts and relay them to their consumers.

As of April 2018, wireless service providers will also distribute emergency alerts to consumers on wireless public alert-compatible wireless devices using Cell Broadcast when they are received from alerting authorities.

2. What types of emergency alerts are issued via Alert Ready?

The Alert Ready system allows alerting authorities from each level of government to issue a wide range of public safety messages. However, broadcasters and wireless service providers are only required to distribute emergency alerts for situations that pose an immediate threat-to-life.

Issuing alerts outside of this list (e.g. heavy rainfall or blizzard warnings) is at the discretion of each of the broadcasters. Wireless service providers will only receive and relay messages that are issued for threat-to-life situations.

3. How do I know if the alerting authority in my area will issue emergency alerts?

Federally, emergency alerts are issued most frequently by Environment and Climate Change Canada. It is important to note that the federally issued emergency alerts can reach your compatible wireless device in any part of the country even if your province/territory is not using the Alert Ready system.

Visit the How are alerts broadcast in my province/territory? section of AlertReady.ca for information on how emergency alerts are used in your province.

4. What are the different ways I will receive emergency alerts?

You can currently expect to receive emergency alerts via Canadian radio and TV, cable and satellite operators. Beginning in April 2018, emergency alerts will also be sent to compatible wireless devices.

5. Can I choose which way an emergency alert is sent to me?

No. Regulations require all commercial, campus, community and Indigenous radio and television broadcasters, cable, satellite and IPTV providers, as well as wireless service providers to distribute emergency alerts.

There is no sign-up or opt-in required. Emergency alerts will be automatically sent through these broadcast channels, and to your compatible wireless device.

You cannot opt out of receiving threat-to-life emergency alerts.

6. What do emergency alerts look and sound like?

Emergency alerts, on radio, television and compatible wireless devices, begin with a distinct sound, known as the Canadian Alert Attention Signal. Emergency alerts sent to compatible wireless devices will also cause the phone to vibrate. The sound and vibration conveys a sense of urgency and reinforces the alert message. For an example of the Alert Attention Signal, click here.

On compatible wireless devices, the emergency alert will display an "EMERGENCY ALERT/ALERTE D'URGENCE" banner, followed by text that describes the situation and provides instructions on what actions to take and where to find more information. At the top of each emergency alert, the issuing government agency will be clearly indicated.

7. Will emergency alerts be sent out in different languages?

Alert Ready supports emergency alerts in both English and French. However, the language used for alerts is determined by each alerting authority. Generally, alerting authorities will issue emergency alerts based on the official language requirements of their organization or jurisdiction. Broadcasters and wireless service providers send emergency alert texts exactly as they are received from the alerting authority.

8. Are emergency alerts available in alternate formats to accommodate the visually and hearing impaired?

Yes, alternate formats can be issued, but not every alerting authority or every device will have the capacity to produce alternate formats. For emergency alerts distributed via compatible wireless devices, emergency alerts may be read to the recipient if their device supports this accessibility feature. The vibration feature that accompanies emergency alerts sent to wireless devices will help to make hearing impaired people aware of the alerts.

9. Will emergency alerts be for my specific area?

Yes. The alerting authority determines what areas are affected by an incident, weather or environmental situation, and uses a standard system that will typically correspond with municipal, regional or provincial boundaries.

Emergency alerts intended for wireless devices are issued to a defined geographic area, which can be as small as a few city blocks, so that only people in the defined area receive the emergency alerts. Compatible wireless devices in the targeted area will receive the emergency alerts within seconds of being issued, provided the phones are powered on and connected to the LTE cellular network.

10. What should I do if I receive an emergency alert?

Upon receiving the emergency alert, it is important to take action safely. Within the emergency alert, alerting authorities will include the information you need for any action you need to take. This could include but is not limited to: evacuating an area, limiting unnecessary travel or taking shelter in place, etc.

11. How will I know when an emergency alert has ended?

Alerting authorities may choose to distribute an "all-clear" message at their discretion once the situation has been resolved. The all-clear message would be distributed via broadcast services only and not sent to wireless devices.

In addition, they may cancel or update an emergency alert anytime if the situation has changed or is considered "all-clear." Radio, television, cable and satellite companies have the option to notify the public when an emergency alert is no longer in effect based on this information.

As part of an emergency alert message, alerting authorities must also set a time when they expect the alert to expire. The expiry time is different from the "all-clear" message, as it is set in advance and does not necessarily indicate when an emergency is over. Because each emergency alert issued requires that an expiry date and time be included, alerting authorities estimate when they think the alert will need to be updated or cancelled.

12. Are a lot of emergency alerts being issued?

The amount and type of emergency alerts vary by jurisdiction. Emergency alerts for threat-to-life situations are infrequent.

13. Will multiple emergency alerts be generated for the same event if sent by multiple alerting authorities?

This situation is very unlikely.

However, emergency management officials are experts in their fields who coordinate activities, including public alerting and monitoring emergency alerts issued by neighboring jurisdictions.

14. What type of security is in place so that I know the emergency alerts are being sent by an authorized agency?

The operators of the Alert Ready system and government officials at all levels take security very seriously.

In addition to the security measures that government agencies take every day to ensure that only authorized personnel has access to their system additional passwords and user identification are needed for users of the Alert Ready system. Separately, Pelmorex Corp., the operator of the Alert Ready system, has additional measures in place to prevent unauthorized access.

15. Will all wireless devices receive emergency alerts?

No. In order for emergency alerts to be received on a wireless device, three conditions must be met.

The wireless device must be:

  1. An LTE smartphone (LTE is commonly referred to as "4G LTE");
  2. Wireless public alerting (WPA)-compatible; and
  3. Connected to a LTE cellular network at the time the emergency alert is issued.

16. What does it mean to have a wireless device that is WPA-compatible?

A wireless device that is compatible is (1) an LTE-device, and (2) has special software embedded in it which allows for messages sent by your service provider, via Cell Broadcast, to be received in the standard Alert Ready format.

Emergency alerts that meet the Alert Ready format allow you to know when an alert is received (because of the tone and vibration), and also provides confirmation that it is issued by legitimate sources.

Please refer to the list of compatible devices found at the top of the FAQs page.

17. Are these emergency alerts sent as a text message?

No. While the emergency alert may look like a text message, it is not a text message.

Emergency alerts are sent via Cell Broadcast. Cell Broadcast (CB) is a mobile technology that allows messages to be broadcast to all compatible wireless devices within a designated geographical area. Cell Broadcast is designed for simultaneous delivery to multiple users in a specified area, and is not affected by network congestion because it uses dedicated network signalling, different from voice and data capacity.

Cell broadcast can be compared to radio broadcast. Radio towers broadcast music to people in defined geographic areas as long as the individuals can pick-up the broadcast signal and have their radios turned on. Cell Broadcast messages similarly are delivered to those compatible wireless devices that are within range of cell towers and antennas in the designated area.

18. Are other mobile devices (e.g. tablets) capable of receiving emergency alerts?

Wireless service providers are required to distribute Emergency alerts to compatible wireless smartphones that can access LTE (cellular) networks.

Additional wireless devices, such as tablets and wearable accessories, may receive some form of the message, but they will not likely be received on the device in the Alert Ready format.

19. Will emergency alerts interrupt or end voice-call or another activity in progress?

No, emergency alerts will not end or terminate a voice-call or data session in progress.

If you are on a voice-call when the emergency alert is received, you will be made aware of the alert by a notification tone (similar to call waiting). When your call terminates, the alert will be displayed on your wireless device.

If you are on a data session, your session will continue, but it may be briefly interrupted by the emergency alert appearing on your wireless device screen.

20. Will I receive an emergency alert if my wireless device is off or set to silent?

A compatible wireless device that is turned off will not display an emergency alert. If the emergency alert is still active when the wireless device is powered on, and it is still in the alert area, the wireless device will then display the alert.

A compatible wireless device that is set to silent will display an emergency alert. If your device is set to silent, no tone will accompany the emergency alert. However, this behavior can differ depending on your device and in some instances, the alert tone may override your user settings. The emergency alert tone will usually play at whatever the current volume setting is on the wireless device.

21. If my wireless device is off for an extended period of time, will the emergency alert appear once I turn my phone back on?

If the emergency alert is still active when the compatible wireless device is turned back on and you are within the emergency alert area, the emergency alert will be displayed. If the emergency alert is no longer active or if you have travelled outside of the alert area, it will not be displayed.

22. Will I receive an emergency alert if my phone is connected to Wi-Fi?

A compatible device will receive emergency alerts if it can still communicate with the LTE cellular network, while on Wi-Fi. If the wireless device is not within reach of the LTE cellular network (or is set to Wi-Fi only) it will not receive an emergency alert.

23. What should I do if I receive a test message on my wireless device?

Test messages will be identified as such. These messages are intended to "test" the functionality of the system and do not require the consumer to take steps to secure their safety.

However, you may be required to acknowledge receipt of the emergency alert in order to allow your wireless device to resume normal functioning. In the event that you cannot acknowledge the alert, the tone and vibration will continue for 8 seconds; depending on your specific wireless handset, additional reminders may occur.

24. What should I do if I receive an emergency alert on my wireless device while driving?

It is important to take action safely, especially if the emergency alert is received while operating a vehicle. If you are driving, it is important to remain calm and pull over at your earliest opportunity to view the emergency alert.

25. Will I be charged if I receive an emergency alert on my wireless device if I don't have unlimited texting within my mobile plan?

Wireless alerts are sent on a specific cellular channel that is separate from normal text messages; while the alerts may look like text messages, they are not text messages and are not billed like text messages.

Also, emergency alerts are sent to wireless devices in a specific geographic area and do not require the phone numbers of those devices. As such, there is no ability to identify, and therefore bill, the messages that are received.

26. Can I opt out of receiving emergency alerts on my wireless device?

No. Emergency alerts received on your compatible wireless device are relevant to you and require immediate attention. Government regulations mandate that all compatible wireless devices receive all relevant alerts.

Unlike radio and television broadcasting, which often has broad areas of coverage, wireless public alerting is geo-targeted and can be very specific to a limited area of coverage. As a result, if an emergency alert reaches your wireless device, it means you are located in an area where there is an imminent danger.

27. Will I receive emergency alerts on my wireless device if I'm travelling to or from another province or jurisdiction within Canada?

Yes. Emergency alerts are issued to a defined geographic area, such that only people in the defined area will receive the emergency alerts. If you are travelling and happen to be in another province when an emergency alert is issued, your compatible wireless device will receive the emergency alert within seconds of being issued, provided your phone is powered on and connected to the LTE cellular network.

28. Will I receive emergency alerts on my wireless device relevant to where I live while I am travelling away from home?

No. If you are travelling, you will only receive emergency alerts that occur where you are.

29. Will I still receive emergency alerts if wireless device towers are affected by the situation?

Emergency alerts are broadcast from wireless device towers and antennas within the area specified by the alert issuer. Compatible wireless devices connected to the specified towers/antennas will receive the emergency alert. The towers/antennas therefore must be operational to send emergency alerts. If you are in an affected area but your wireless device is unable to connect to any wireless device towers because of the situation, you will not receive the emergency alert on your wireless device.

30. Will alerts sent to my wireless device be used to gather data about me?

No. Emergency alerts are sent using Cell Broadcast; Cell Broadcast can only transmit information to your wireless device. This means that no data is being gathered about you, your wireless device or your location when emergency alerts are sent out.

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SIM CARDS

How to insert my SIM card

For most mobile phones and smartphones:

  1. Carefully push the SIM card out of the wallet-sized plastic card carrier.
  2. Turn your phone off.
  3. Remove the back panel of your phone and the battery. You'll see a SIM card slot.
  4. Your SIM card has one corner missing. Fit the SIM card into the slot so that the corners match.
  5. Replace the battery and battery cover.

For an iPhone:

  1. Insert the end of the SIM eject tool (included in box) into the hole in the SIM tray.
    Tip: If you don't have a SIM eject tool, you can use the end of a paper clip.
  2. Press firmly and push the eject tool straight in until the tray pops out.
  3. Pull out the SIM tray and place the SIM card in it, following the shape of the tray.
  4. Carefully push the SIM tray containing the SIM card back into the iPhone.

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