Prepaid FAQ

Why do I hear a warning message about long distance charges when I make a call on my mobile device?
A warning message for long distance charges will play when you make a 10-digit long distance call. The warning message: “Your call is being connected; if not included in your plan, long distance charges will apply.” will play when you dial a 10-digit long distance number, regardless of whether or not your plan includes long distance calling. If you no longer wish to hear this warning message before a long distance call, make sure to dial an 11-digit number, and if necessary, program the 11-digit number into your mobile device. 10-digit number: (XXX) XXX-XXXX 11-digit number: 1 (XXX) XXX-XXXX Example: You are in Toronto, and you place a long distance call by dialing a 10-digit Montreal number. If you have a plan that includes long distance calling, the warning message will play, but you will not be charged long distance fees if you choose to continue the call. Alternatively, if you have a plan that does not include long distance calling, the warning message will play, and you will be charged long distance fees if you choose to continue the call.
Unlimited Internet Browser Add-on Feature to be Discontinued

This notice is only intended for customers who have the Unlimited Internet Browser Add-on Feature on their account.

Beginning on May 21, 2014, the Unlimited Internet Browser feature add-on will be discontinued and replaced with a feature that includes 1GB of data. There will be no change to the fee you are currently paying. Note: If you subscribe to the Per Day Mobile Browser PC add-on the change will take effect on Sept 15, 2014.

If you were notified of the changes after July 21st, 2014 your changes will take effect on Oct 15, 2014.

To help our customers manage their data usage, a text message will be sent when 90% of the data allotment has been reached. Should your data usage exceed 1GB, you will incur additional charges at a rate of 5 cents per MB.

If you require further information, please contact a PC mobile Customer Care Representative by dialling #PCMO (#7266) FREE from your mobile phone or call 1-877-284-6361.

CDMA wireless service update in Northwestern Ontario

Starting on November 1 2014, our network partner will begin shutting down their CDMA network. This means that customers in the following locations and surrounding areas will no longer have access to wireless service:

  • Atikokan, ON
  • Dryden/Kenora, ON
  • Fort Frances, ON
  • Geraldton, ON
  • Ignace, ON
  • Longlac, ON
  • Marathon, ON
  • Rainy River, ON
  • Red Lake, ON
  • Sault Ste Marie, ON
  • Schrieber, ON
  • Shebandowan, ON
  • Thunder Bay, ON
  • Wawa, ON

Coverage is available on our HSPA+ network (except Longlac, Marathon, Rainy River and Schreiber).  To purchase a HSPA+ handset, simply visit the Prepaid Cell Phones Express display location nearest you to upgrade your phone today.

For information on where coverage in Northwestern Ontario is available, visit our coverage mapPlease note that coverage shown is approximate and actual coverage may vary.  Theoretical peak speeds may vary by region. Reception and expected speeds may vary due to topography, environmental conditions, device type and other factors.

If you have any questions, please contact us at 1-87-PCT-INFO-1 (1-877-284-6361) or email Pcmobiletalktous@loblaw.ca

Why am I experiencing reduced data speeds in BC/AB?

On March 31, 2014, our network partner will begin shutting down their CDMA EVDO network in British Columbia and rural areas of Alberta (excluding Edmonton and Calgary).

PC mobile customers will continue to receive wireless service on our 1xRTT CDMA network.

This network change will not interrupt your voice calling, text or data services. However, you may notice a reduction in data speeds on your device.

If you’d like to upgrade to an HSPA device, visit the Prepaid Cell Phones Express display location nearest you to upgrade your phone today.

Visit our coverage map for detailed coverage information.

Coverage shown is approximate and actual coverage may vary. Theoretical peak speeds may vary by region. Reception and expected speeds may vary due to topography, environmental conditions, device type and other factors.

What should I do if I've lost my mobile phone?
  • To report a lost or stolen mobile phone, or if you've found someone else's mobile phone, please contact PC mobile Prepaid Customer Service at 1-87-PCT-INFO-1 (1-877-284-6361) . If your mobile device is lost or stolen, it can be added to a National list of lost or stolen mobile devices. Adding a device to this list will prevent it from being used on PC mobile’s network, and the networks of all other service providers in Canada.

If you recover your lost/stolen mobile device:

  • Contact PC mobile Prepaid Customer Service. We’ll ensure that your recovered device is removed from the list.
    Note:
    We can remove a device from the list for you, only if you were the person that originally listed the device.
  • Your device should regain access to PC mobile’s network within 24 hours. A request to remove your device from the national list will be made within 24 hours.
  • If your device was reported lost or stolen and added to the list by another service provider, you must return to that service provider to have your device removed.

Note:

  • Devices purchased from an unauthorized retailer or a private seller may be lost or stolen and may be added to the list. We recommend you purchase your device from an authorized retailer.
  • A device with a tampered IMEI (the device’s unique International Mobile Equipment Identity number) risks having the tampered IMEI added to the list. PC mobile’s Terms of Service prohibits tampering with a device’s IMEI.
  • The National List of lost or stolen devices is available for HSPA and LTE devices only.

Tips to reduce the risk of theft and keep the information on your device more secure:

  • Use the lock code or password feature on your device at all times
  • Keep your phone secured and out of sight when not in use
  • You can use apps for tracking and erasing your phone if lost or stolen
  • Keep a record about your mobile phone in a safe place (phone number, make and model, color and appearance details, IMEI and PIN number)

Visit these pages for more information on:

Why did I receive an SMS to complete my mandatory software update on the Samsung R330 for 911 services?

PC mobile and Samsung have identified an issue that may prevent Samsung R330 customers from reaching 9-1-1 in case of emergency. This issue is not specific to your PC mobile service. A free software update is available now to correct this problem and can be completed immediately. You must complete this update without delay. Otherwise, you may be unable to reach 9-1-1 in the event of an emergency.

  1. Select Tools from the main menu.
  2. Select Update phone.
  3. Select Update firmware.
  4. Follow the on-screen prompts.

Once the update is performed, you will see “Firmware Update Complete” appear on your screen.  You may also check by pressing Menu < Settings < Phone Info < Version

Again, if you don’t perform this update you may be unable to reach 9-1-1 in the event of an emergency.  You may even face interruption of cellular service.  Please do not test dial 9-1-1 and only place the call if its an emergency.

To verify if you have the Samsung R330 a sticker under the battery printed with the SCH-R330 .  You may find it by removing the back cover, then the battery. You may also find a picture of the device here

If you experience any difficulty, please contact Customer Service for additional assistance at 1-877-284-6361.

We are calling all customers who have a Samsung R330 to notify them of the mandatory update.  We will also be sending reminders via text message, e-mail and regular mail.  This is to ensure customers are aware and understand what is required to resolve the issue.

How do I opt out my account and usage information from being used for marketing purposes?

How do I opt out my account and usage information from being used for marketing purposes?

We like to keep our customers informed about items like: exclusive offers, ways to save, new product releases and other useful information. We do this mainly through email and text messages. With PC mobile you can update your marketing preferences at any time. To change your preferences please contact our customer service center at 1-877-284-6361 and a PC mobile representative will assist you. .

Can I keep my existing number?
Most current wireless phone numbers can be kept when you transfer to PC mobile as your wireless service provider. For more details about bringing your number to PC mobile, or if you have any questions, please speak with a PC mobile representative at 1-87-PCT-INFO-1 (1-877-284-6361).
Can I pick my own PC mobile phone number?
We'll do our best to accommodate you, but generally speaking, the PC mobile activation centre will choose a number for you or offer you a choice of various numbers available for your area.
What is included with PC mobile Monthly Plans?
You can find more information about our Monthly Plans on the plans & features page.
What sort of extras can I add to my Monthly Plan?
You can find more information about our Extras on the plans & features page.
What is included with the Anytime Plan?

You can find more information about our Anytime Plan on the plans & features page.

What sort of extras can I add to my Anytime Plan?

You can find more information about our Anytime Plan on the plans & features page.

What happens if my usage exceeds the amount of data I have purchased on my data add-on/plan?

Based on the data plan or data add-on you have, if you exceed your allotted data amount you will be charged you're out of bundle set rate on a per MB basis. For CDMA devices, due to a system limitation, to date we have not been charging you for any out of bundle date usage. We have now updated our system and beginning November 14, 2012, if your data usage exceeds the amount of data included in your plan you will be billed for additional charges at your out of bundle rate.

For all other devices, if you exceed your allotted amount of data, you will continue to be billed additional charges at your out of bundle rate. We recommend you review your current plant to ensure you are getting the best possible rate based on your needs and usage.

If you require further information or wish to make changes to your account, please dial #PCMO (#7266) FREE from your PC mobile or call us at 1-877-284-6361.

Do I have to sign a long term contract?
No, with PC mobile prepaid service there are no term contracts to sign.
Is there an activation fee?
There is no activation fee with PC mobile.
Do I have to go through a credit check?
No, absolutely not! If you're planning to take advantage of PC mobile pre-authorized top-ups (like Auto-Allowance or Express Top-up), we may need to make sure your credit card is valid - but that's it.
Do the rates change depending on the time of day or day of the week?
No, the PC mobile airtime rate is the same any time of the day or night (actual airtime rate is dependent on if you are on the monthly or anytime plan but the rate is the same at all times).
How can I add airtime to my account?

Simply choose any of these easy ways to top up your prepaid services account:

  • Auto-Allowance - choose an amount that works for you and we’ll automatically top up your account every month on your anniversary date or if your account credit balance drops below $5 before your anniversary date each month. Whatever you don’t use gets carried over for you to use the next month. To sign up for Auto-Allowance you will need to speak to a PC mobile customer service representative.
    Added Bonus: Sign up to Auto-Allowance and get a 10% bonus credit to your account credit balance every month on your anniversary date as long as you are on a monthly plan!17
  • Express Top Up - quickly top up your account by dialing #1234 from your PC mobile phone and providing your pre-assigned PIN. To sign up for Express Top Up you will need to speak to a PC mobile customer service representative.
  • Top up with PC mobile top-up cards, available at participating locations where President's Choice® products are sold. Find your nearest store.
  • Or simply call 1-877-284-6361 with your credit card to top up your prepaid services account by phone.

Whichever way you choose to top up, just dial #PCMO, free from your PC mobile phone, or 1-866-525-PCMO (7266) from any other phone, and follow the simple voice prompts.

Can I top up my account using another provider's top-up card?
No. Since you've said hello to PC mobile, you can only top up your account credit balance for airtime and other wireless services through PC mobile.
What happens if my account balance expires?
If your account credit balance reaches expiry, you have 240 days to top up your account before your service is disconnected. If that happens, you may also lose your PC mobile phone number. Fortunately, you can reconnect your PC mobile service, and a new mobile number will be assigned to you. Sign up for Auto-Allowance to ensure your account is always kept topped up.
Are there any monthly service charges or system access fees to pay?

There are no system access fees with PC mobile. Currently, a monthly service charge is required by the provincial governments for 911 service in the following provinces:

  • $0.49 Saskatchewan
  • $0.43 Nova Scotia
  • $0.53 New Brunswick
  • $0.50 PEI
  • $0.40 QC
Will I receive a bill for services that I've used?
No, you will not receive a PC mobile bill. All charges for your calls, outgoing text messages, and airtime charges incurred when using services like call forwarding, call waiting - even long distance - are simply deducted from your account credit balance. Other services, like downloading screensavers, ringtones, games, and using your mobile browser, will also be automatically deducted from your account credit balance. Other features like roaming and Auto-Allowance need to be arranged through PC mobile customer service as they require a credit card. The charges for these services will simply appear on your credit card statement, just like any other purchases you make.
How much does text messaging (also called SMS) cost?
Incoming messages are free. Outgoing messages sent within Canada and the USA are 15¢ each. If you sign up for the $15, $25, $35 or $45 plan all text messages within North America are FREE! Additional charges apply for premium messages (i.e. text voting, contests, chatting, registration confirmation received from a website, text alerts) and international text messages.
How do you send an international text message?

To send an international text, simply follow these steps:

  • Begin by downloading the International Text Messaging pdf to ensure the person to whom you're sending your text message is with an international wireless company that accepts international text messages sent from a PC mobile customer.
  • If their wireless company is on the list, just follow the same steps you would to compose a regular text message but in the "To" field type in their international cell phone number. This is the same phone number you would use if you were to call the person.
  • Type in your message (up to 130 characters).
  • Send!
How do your international contacts send you a text message?
Your international contacts can reply directly back to your message as they would to a regular text message. Or to compose a new message, they can send the text message to your cell phone number according to their wireless company's international Text Messaging dialing instructions.
How much is international text messaging?
It's only 20¢ to send a text message to anyone outside of North America and it's free to receive! Note: There is no guarantee of actual delivery or delivery within a specific period of time. Messages to Bermuda, Dominican Republic, Guam, Puerto Rico and Saipan will be 15¢ per message sent from Canada or the USA
How much is picture messaging?
Incoming picture messages are free. Outgoing messages sent within Canada and the USA are 50¢ each.
Can I use my phone outside of Canada?
We cannot add US and international roaming features to PC mobile phones at this time. We apologize for this inconvenience to any of our impacted clients.
I'm moving and will therefore require a new phone number. How do I do this?
In the event of a move, PC mobile will provide you with a new phone number. Simply call us at 1-877-284-6361, an agent will be pleased to assist you.
Can I give my old phone to a friend to use?
Certainly. Once you've transferred your PC mobile account to a new PC mobile phone, your old device may be activated by your friend as a new account. Make sure you remove any personal information before giving your phone away!
If I transfer my phone number and PC mobile account to a new PC mobile phone, can I keep my existing account credit balance?
Yes. Along with your phone number, we will transfer your existing account credit balance to your new PC mobile phone. Once you purchase a new PC mobile phone; to keep your existing number, plan and active funds, simply contact our Customer Service Centre at 1-877-284-6361 and a PC mobile representative will assist you.
Do your phones support SIM cards?
Yes, we now carry phones that support SIM cards. Please check out the full selection of phones here or visit The Prepaid Cell Phones Express self serve display near you.
What's so great about the Android platform 2.3?

Android is an intuitive operating system, which means it’s super user friendly and easy to learn and use. You can easily access Facebook, Twitter, Email and more. Plus the Android operating system lets you do cool stuff with your cell phone.

  • Download live wallpapers instead of plain, old motionless ones.
  • See your photos in a slick 3D view.
  • Use the voice-to-text feature to compose texts and emails by speaking into your phone.


And that’s just the start!

Where do I get apps or games for my Android?

Just visit Android Market and you can access over 200,000 apps and games. Many of them are free! You’ll need a gmail account to install your apps. If you don’t have one, simply sign up for gmail here.
Why should I buy a smartphone from PC mobile?

Because you’ll be getting an excellent smartphone for an amazing price. You can talk, text, surf, stream videos, connect with social media, stay organized and more. But you don’t need to shell out $500-$600, or lock in to 3-year contract.

What are the plans like?
Affordable, flexible and easy to understand. You have several options, including our $45 smartphone plan. It’s a real deal with 150 anytime minutes and 250 MB of data.

See all plans

What are the PC mobile Terms of Service?
To fully understand the details of PC mobile services, please read the complete Terms of Service.
Why can’t I access Windows Live Messenger and Hotmail features through my PC mobile device?

Effective August 31st 2013, Windows Live Messenger® and Hotmail® will no longer be offered. As a result, you will no longer have access to the instant messaging and email features that you currently subscribe to from your PC mobile device.

If you have Windows Live Messenger® and Hotmail® as a standalone feature, any IM/Email features will be removed from your account after August 31st, and you will no longer be billed after that date.

What additional fees does PC mobile charge?
Currently, the only additional fees outside your rate plan or add-on that PC mobile may charge you for are E-911. Rates vary by province. For additional information, please click here.
How does PC mobile help me to manage my account?
PC mobile makes it’s easy to manage your account 24/7. You can check your account balance and expiry date plus add funds, features and more. Here’s how.
  • Dial #PCMO (#7266) FREE from your PC mobile phone.
  • Dial 1-877-284-6361 from any other phone; just follow the easy voice prompts.
  • PCSMS - send a text message FREE from your PC mobile phone, containing the letter "M" (capitalization not required) to PCSMS (72767) then, just follow the instructions.
  • Launch your Internet Browser on your PC mobile phone and select the Self-Serve link. (To launch this service, you must have a data add-on.)
How much does text messaging cost with a monthly and anytime plan?
Customers on a monthly plan can send and receive unlimited text, picture and video messages anywhere to Canada and the U.S (from Canada) For customers on an anytime plan, incoming standard text messages are free. Outgoing standard texts from Canada to Canada or the US are $15c each. Customers on an anytime plan can also purchase an Unlimited Text, Picture and Video messaging add on for $15/month. This will allow them to send and receive text, picture and video messages anywhere to Canada and the U.S (from Canada)
How much is an international text message and how do I send one?
  • Ensure that the person you’re sending your text message to is a subscriber with an international wireless company that accepts text messages sent from the Bell network.
  • Type the person's international cell phone number. This is the same phone number you would use if you were to call the person.
  • Type in your message (up to 140 characters).
  • Send the message
International text messages are not included in the text messaging features offered by PC mobile. There is no guarantee of actual delivery within a specific period of time. Text messages to Canada and the U.S are $0.15/min and text messages and international text messages are $0.20/message. Outgoing international text messages are subject to a $0.20 per message charge.
Can I roam with my PC mobile prepaid phone?:
At this time, PC mobile does not offer roaming to the U.S or internationally. There are some instances where legacy accounts may have the ability to roam in the U.S, but it is a feature that is no longer offered to new or existing customers. We apologize for this inconvenience. For customers who can currently roam, see the rates below.
  • $1.45 CDN/min for airtime if you make a call to anywhere within the same US local calling area where you are physically located and $0.75/text message
  • Both of the above charges ($1.80 and $0.99) apply to all incoming calls, while roaming in the USA.
How do I block calls to my phone permanently or on a per call basis?
  • Blocking on a per-call basis: If you have an EVDO/1XRTT phone, dial *67 before you dial the desired phone number..
  • if you have an HSPA phone, dial #31# before you dial the desired phone number.
  • Unblocking on a per-call basis: If you’ve had your display permanently blocked, you can unblock it on a per-call basis. If you have an EVDO/1XRTT phone, dial *82 before you dial the desired phone number. If you have an HSPA phone, dial *31# before you dial the desired phone number.
What happens to my content if I change my device?
If you plan to stop using your device, it is your responsibility to delete any personal information and content it contains. To do so, you must reset the Device to factory settings. Please check your user guide to determine how to reset to factory settings. For a list of current user guides, click on the phones page and download your phones user guide. If you upgrade or replace your device, PC mobile may not be able to transfer your content. If your content is important to you, then ask whether the content can be transferred.
How do I unlock my device?
Your PC mobile device can be unlocked upon request for a fee of $50, plus applicable taxes. The unlocking fee is payable via the prepaid balance. You must have enough funds in your account to cover the unlocking fee. In the event you don’t have enough funds, you must top up your account to cover the cost of unlocking. Please note that at this time, PC mobile does not unlock CDMA devices or any non-PC mobile devices. You can contact customer service at 1-877-284-6361 who can unlock the device for you.
How do I backup the information on my device?
To determine how to backup the information on your device, please refer to your phones user guide. For a list of current user guides, please visit the phones page and download a copy of the user guide.
How do I get charged for my services and will I receive a monthly bill?
With PC mobile prepaid services, you will not receive a monthly bill. You must maintain a positive balance of funds in your prepaid account in order to use the Services. To add funds to your account, you must “Top Up”. Prepaid funds are valid for a specified number of days starting from the time on the day they are added to your account and any unused funds will expire at the end of the Active Period. Expired Prepaid funds will be restored if you Top Up your account within 7 calendar days of their expiry. If you Top Up your account before your existing Prepaid funds expire (or are used up), then your Top Up will be added to your existing Prepaid funds and the Active Period for the Top Up will apply to the combined amount of Prepaid funds. Prepaid funds are non-refundable. If you use an automatic Top Up program to add funds to your Prepaid account, the funds may take up to 48 hours to be deposited into your account. You cannot transfer any funds deposited into your Prepaid account to another account.
How do I add funds (Top Up) my account?

There are many ways to top up your prepaid account that are quick and easy.  Simply choose the one that works best for you.  Top up before your current prepaid services account expires in order to carry over any unused funds.  To check your account balance and expiry date, simply dial #PCMO (#7266) FREE from your PC mobile phone.

  1. Add Funds with top-up cards.  They’re available in $15, $25 and $100 denominations (good for 30, 60 and 365 days respectively) to suit your needs, and you can find them at participating stores where PC® products are sold. Keep your receipt, as you’ll need to enter the PIN printed on it.
  2. Add funds 24 hours a day through our self serve options. Our self-serve options include;
    • Dial #PCMO (#7266) FREE from your PC mobile phone.  
    • Dial 1-877-284-6361 from any other phone; just follow the easy voice prompts. 
    • PCSMS - send a text message FREE from your PC mobile phone, containing the letter "M" (capitalization not required) to PCSMS (72767) then, just follow the instructions.
    • Launch your Internet Browser on your PC mobile phone and select the Self-Serve link. (To launch this service, you must have a data add-on.)
  3. Ensure you never run out of funds with Auto-Allowance! We can automatically top up your prepaid services account every month or if your prepaid account credit balance drops below $5. Easy, breezy! Added bonus: Sign up to Auto-Allowance and get a 10% bonus credit on your prepaid account every month on your anniversary date when you are on a prepaid monthly plan!
  4. Need funds right away? Register a credit card for Express Top-Up and quickly top up your prepaid account simply by dialing #1234 from your PC mobile prepaid phone and providing your pre-assigned PIN.

If you want a one-time top-up with a credit card, or to sign up for Auto-Allowance as well as Express Top-Up, just call 1-877-284-6361.

What is a 9-1-1 fee?
PC mobile does not provide emergency services, but we do provide a 9-1-1 service to assist with emergency call routing. The fee is charged for providing the emergency call routing. For more information click here.

Need More Assistance?

Contact PC mobile