Help & support

There are different ways to transfer contact information from your old phone to your new phone.

Android to Android:

• Transfer contacts using Google: You can transfer your contacts by syncing them to your Google Account.
• Import contacts from SIM card: Save your contacts to your SIM card and then import them to your new phone. This would require your old SIM card to fit your new device.
• Use an App to transfer contacts: There are different Apps available in the Google Play Store that can conveniently transfer contacts from your old phone to your new phone.

There are also ways to transfer contacts if you are using a non-Android device. For assistance, visit the Help section of our website or contact Customer Service.

1. Can I keep my current phone number?

Call customer care and we will check whether your number is eligible for transferring, free of charge, using the Local Number Portability. The Local Number Portability enables Canada’s wireless phone subscribers to keep their phone number when changing service providers. This is similar to the system which is currently in place for home and business numbers. If it is, we will start the process of transferring. You can select the plan and phone combination that’s right for you.

2. Can I port my pay-as-you-go wireless number?

Yes, it is possible to transfer a phone number from a prepaid wireless service. But before considering a switch, you should ensure that your phone number is still active with your prepaid service provider. Please also note that any unused prepaid minutes cannot be switched over.

3. Can I port my landline phone number to wireless?

Yes, it is possible to keep the same phone number when transferring your landline phone service to wireless service.

4. Will I be able to keep my existing phone?

It’s possible if you currently have a GSM network phone that works in Canada. Your cell phone must be unlocked or compatible with our network. We recommend upgrading your phone at the time of switching to ensure the best possible wireless experience.

5. What are the benefits of transferring my phone number to your service

• Reliable national LTE network
• Live agents, dedicated to customer service
• Easy to order
• Free delivery
• Free paper billing
• 30-day money-back guarantee

6. How does my phone number get ported?

Contact our customer and we will check whether your number is eligible for porting, free of charge. If it is, we will start the process of porting. You can select the plan and phone combination that’s right for you.

We will notify your previous service provider if you wish to move your number from their service. Please note that you are still responsible for any cancellation fees and residual charges that may be owing under your previous service provider’s agreement.

7. Is every phone number eligible for porting to another service provider?

No, not every number is portable. Some areas of rural Canada are not eligible for Local Number Portability. Call us to find out if and when your phone number is eligible.

8. What is the cost of porting my number?

We do not charge any fees for porting your wireless telephone number. However, cancellation charges may apply from your current provider. You should check with them. We are not responsible for any contractual obligations and monthly fees relating to the service agreement with your previous service provider.

Do you need minutes, texts or data for your next trip? For the full list of countries included in each zone, see our list of destinations:

Zone 2: Europe

• Aland Islands
• Albania
• Albania
• Andorra
• Armenia
• Austria
• Belarus
• Belgium
• Bosnia-Herzegovina
• Bulgaria
• Croatia
• Cyprus
• Czech Republic
• Denmark
• Estonia
• Faroe Islands
• Finland
• France
• Germany
• Gibraltar
• Greece
• Greenland
• Guernsey
• Hungary
• Iceland
• Ireland, Republic of
• Isle of Man
• Italy
• Jersey
• Kosovo
• Latvia
• Liechtenstein
• Lithuania
• Luxembourg
• Macedonia
• Madeirav
• Malta
• Moldova
• Monaco
• Montenegro
• Netherlands
• Norway
• Poland
• Portugal
• Romania
• San Marino
• Serbia
• Slovak Republic
• Slovenia
• Spain
• St. Pierre et Miquelon
• Sweden
• Switzerland
• Turkey
• Ukraine
• United Kingdom
• Vatican City

Zone 3: Asia, Caribbean, Latin America & Oceania

• Afghanistan
• Anguilla
• Antigua & Barbuda
• Argentina
• Aruba
• Australia
• Azerbaijan
• Bahamas
• Bahrain
• Bangladesh
• Barbados
• Belize
• Bermuda
• Bhutan
• Bolivia
• Bonaire
• Brazil
• Brunei Darussalam
• Cambodia
• Cayman Islands
• Chile
• China
• Colombia
• Cook Islands
• Costa Rica
• Cuba
• Curacao
• Dominica
• Dominican Republic
• East Timor
• Ecuador
• El Salvador
• Falkland Islands
• Fiji
• French Guyana
• French Polynesia
• Galapagos Islands
• Georgia
• Grenada
• Guadeloupe
• Guam
• Guatemala
• Guyana
• Haiti
• Honduras
• Hong Kong
• India
• Indonesia
• Iran
• Iraq
• Israel
• Jamaica
• Japan
• Jordan
• Kazakhstan
• Korea
• Kuwait
• Kyrgyz Republic
• Laos
• Macau
• Malaysia
• Maldives
• Martinique
• Mexico
• Mongolia
• Montserrat
• Nauru
• Nepal
• New Caledonia
• New Zealand
• Nicaragua
• Northern Mariana Islands
• Oman
• Pakistan
• Palestine
• Panama
• Papua New Guinea
• Paraguay
• Peru
• Philippinesv
• Qatar
• Russia
• Saba
• Samoa
• Saudi Arabia
• Singapore
• Sri Lanka
• St. Bartelemy
• St. Eustatius
• St. Kitts and Nevis
• St. Lucia
• St. Maarten
• St. Martin
• St. Vincent & the Grenadines
• Suriname
• Syria
• Taiwan
• Tajikistan
• Thailand
• Tonga
• Trinidad and Tobago
• Turkmenistan
• Turks and Caicos
• United Arab Emirates
• Uruguay
• Uzbekistan
• Vanuatu
• Venezuela
• Vietnam
• Virgin Islands (British)
• Yemen

Zone 4: Africa

• Algeria
• Angola
• Benin
• Botswana
• Burkina Faso
• Burundi
• Cameroon
• Cape Verde
• Central African Republic
• Chad
• Comoros
• Congo (Democratic Rep. of)
• Congo (Peoples Rep. of)
• Djibouti
• Egypt
• Equatorial Guinea
• Ethiopia
• Gabon
• Gambia
• Ghana
• Guinea
• Ivory Coast
• Kenya
• Lesotho
• Liberia
• Libya
• Madagascar
• Malawi
• Mali
• Mauritania
• Mauritius
• Mayotte
• Morocco
• Mozambique
• Namibia
• Niger
• Nigeria
• Reunion
• Rwanda
• Senegal
• Seychelles
• Sierra Leone
• South Africa
• South Sudan
• Sudan
• Swaziland
• Tanzania
• Togo
• Tunisia
• Uganda
• Western Sahara
• Zambia
• Zanzibar
• Zimbabwe

Premium Destinations

• Airplanes
• Cruise Ships
• Lebanon

How does the 30-day Money Back Guarantee work?

You may return Equipment purchased from Cityfone within 30 days from the date of activation of the Equipment to us as long as you return it to us in complete and original condition and you have not used more than your plan’s monthly voice, text and data usage limits. Cityfone will refund you the purchase price for the returned Equipment and will not charge you any early cancellation fee, provided that you return the Equipment in its original condition, together with all accessories, manuals and packaging. If your Equipment is not returned in its complete and original condition or any accessories, manuals or packaging are missing or damaged, Cityfone may, at its discretion, still accept the return of your Equipment. However, we may charge a replacement fee for any of the missing or damaged items. A list of these fees is available on the Charges and Service Fees page. You will be billed for all charges incurred up to the cancellation date. After 30 days, you will be responsible for an early cancellation fee equal to the device subsidy multiplied by the number of months remaining in your contract term divided by the total number of months of your term (plus applicable taxes).

How long does it take for my order to be shipped to me?

Allow 3-5 business days for delivery from the time of order.

What is a SIM card?

A SIM card, also referred to as a smart card, is necessary for the operation of GSM phones. It stores your service information and can be used to store your phone book entries. The SIM card comes pre-inserted and pre-activated with your new phone. Our SIM cards are LTE network compatible and “3-in1” as they can fit into Nano, Micro, and Standard types enabling phone.

Do I receive warranty with my new cell phone?

Devices come with a 12-month manufacturer's warranty. All accessories and batteries come with a 90-day warranty. Any malfunction due to misuse, physical or liquid damage is not covered by the manufacturer's warranty. Lost or stolen phones are the responsibility of the owner and are not covered under warranty. Please call Customer Care for warranty assistance.

How do I pay my monthly bill?

Your monthly bill is conveniently charged to your credit card on the payment due date each month. You will receive a statement detailing your monthly wireless charges. On your credit card statement, your charge will be identified as from Cityfone.

What charges will appear on my first invoice?

Your first invoice will be slightly different as it includes the advance billing for the current month and a prorated charge for the month in which the service was activated. This charge is equal to the monthly plan amount prorated by the number of days from activation until month end. Don't worry --- your future invoices will only include one month's worth of charges.

What charges will appear on my last invoice?

Your last invoice will not contain any charges for monthly services, just unbilled additional usage, long distance, roaming, SMS and other similar usage charges. These charges can sometimes take up to two months from the date of cancellation to appear on your wireless invoice.

Does the battery need to be fully drained before I charge it?

Your phone's battery should be properly conditioned to reach its peak performance. For best performance, please consult the manufacturer’s guide that comes with your phone.

Why don't all numbers display on my call display?

If your call display does not work, please check the following:

• Have you subscribed to call display?
• Some numbers are blocked and will not be displayed on a phone.

These are numbers such as 1-800 numbers, private numbers, numbers blocked by the calling party, calls originating from a business switchboard or a pay phone, accidental roaming, roaming outside of Canada, internationally originated calls and calls forwarded to your phone from another phone.

What should I do if I lost my phone or if it is stolen?

Call customer care immediately and report your phone missing. Customers calling after business hours are advised to leave a voice message with their account and cell phone number. We will temporarily suspend your line and block it from any further use. Once you've called customer care, a representative will provide you with options to obtain another phone if necessary.

Can I change my plan or wireless extras service options?

Yes, you can make some changes in your plan. Contact us to know what options are available to you.

Can I keep my current phone number?

Call customer care and we will check whether your number is eligible for transferring, free of charge. If it is, we will start the process of transferring. You can select the plan and phone combination that’s right for you.

What is roaming and what are the charges?

We offer our customers the ability to roam on other carriers’ networks when traveling outside of Canada. Calls made while roaming are not included in your monthly plan.

There is now only one per minute rate for each country and region, making it easier to budget and track your roaming usage. For example, the same rate will apply for local calls and for calls back to Canada while in your roaming destination.

Roaming usage is charged on a per minute basis and is rounded up to the next minute. All charges are billed directly to your account in Canadian funds. In unusual circumstances, calls may appear on your invoice up to 120 days after they were made. Rates are subject to change.

Check our different roaming options:

• Travel Packs
• Snowbird plans

How can I set up and check my voicemail?

Setting up and checking voicemail (if applicable)

To set up voicemail:

• Press and hold the 1 key on your mobile phone.
• Follow the voice prompts to enter your personal password and greeting.

To check voicemail:

• Press and hold the 1 key until dialling begins. (To access from another phone; skip this step. Dial your mobile number and interrupt the greeting by pressing #.)
• Follow the prompt to enter your password and review your first message.
• Once you have reviewed the message, you may erase it by pressing 7 or save it by pressing 9.

Note: Accessing your voicemail from your mobile phone uses airtime minutes.

How do I change the ringer volume?

On most wireless phones, the volume can be set with the dedicated volume control key or directly from the phone settings.

I can't hear the other person. Is there something wrong?

Your speaker volume may be turned down. In order to increase the speaker volume you must adjust the setting while on a call.

My screen is black. What do I do?

Make sure the phone is turned on and fully charged. If your battery is drained it will shut off the phone, which results in a black screen. You must charge the phone and use the power button to turn it back on.

If your battery is fully charged it could be due to the backlight being turned off. In order to save power, all phones turn off the backlight after idling for a short amount of time. To turn on the backlight, press any key on the phone (make sure the key-lock function is off). For best performance, please consult the manufacturer’s guide that comes with your phone.

What is wireless data?

Digital information that is transmitted or accessed over the air to a wireless device such as a mobile phone or smartphone enabled for mobile Internet access. Data includes sending/receiving email and instant messages, downloading content from 3rd party sites, tethering, web browsing and using mobile applications. It excludes typical voice transmission.

What can I do with data?

• Browse and search for information using popular search engines
• Visit your favorite news/weather/sports sites
• Access your social networks such as Facebook, Twitter and Flickr
• Send and receive emails and instant messages and download attachments
• Mobile Applications Use mobile applications such as Google Maps or choose from thousands of other applications available
• Watch videos on YouTube™ download music, upload pictures and challenge others in online gaming

How is data usage calculated?

Data is billed according to the volume of data transferred, and not for the amount of time a customer is connected. Data activities are calculated for each KB of data that is downloaded over the network, with usage rounded to the next full KB. Eg: 1,024 KB = 1 MB; and 1,024 MB = 1 GB.

What about data usage while travelling?

Data is billed differently abroad compared to when in Canada. If you subscribe to a plan with data, the plan does not apply when outside of Canada. Data usage charges will incur when smartphone customers roam outside of Canada unless data is turned off on the device. If data is not turned off, even if you do nothing, applications will continue to update in the back end, and you will incur incidental charges.

How is wireless 911 different from landline 911?

Learn more on our 911 service page.

What’s the process should I have a concern or complaint?

We strive to provide outstanding customer service each and every day. We realize that there's always room for improvement, so we want to make it easy for you to voice any concerns you may have and resolve them in a satisfactory manner.

* STEP 1: Contact Customer Service to discuss any questions or concerns you may have regarding our service. Our customer service representatives will be happy to assist. You can request to speak with a Team Manager if the customer service representative is unable to resolve your concern to your satisfaction or you can share a concern.

* STEP 2: Most complaints will be resolved within the first step. If not, the manager will escalate your concerns to our Contact Centre Manager. They will be happy to provide you with the direct contact information of our Contact Centre Manager. Should your concern still be unresolved after completing these steps, you may pursue the issue further by filing your complaint with the CCTS.

What is the CCTS?

The Commission for Complaints for Telecom-television Services (CCTS) is an agency independent of the telecommunications industry, whose mandate is to resolve complaints of individual and small business retail customers about their telecommunications services. If you have a complaint about your services, including local or long distance telephone services, wireless telephone service, or Internet service, you must first try to resolve it directly with your service provider. If you have done so and have been unable to reach a satisfactory resolution, CCTS may be able to help you, free of charge. To learn more about CCTS, you may visit its website at www.ccts-cprst.ca or call toll-free at 1-888-221-1687.

Here’s everything you need to know about Universal Call Blocking and how it will protect you from unsafe calls.

Universal Call Blocking is a CRTC mandate (CRTC decision 2018-484) to block all incoming voice calls that have malformed calling line ID information. This applies to all Canadian service providers. Malformed calling line ID information contains telephone numbers that do not comply with North American or International numbering plans.

Universal Call Blocking will prevent you from receiving calls with calling line IDs that have malformed numbers.

Any incoming call with a malformed calling line ID will likely be blocked by the destination party’s service provider.

Generally, any number that does not comply with the North American Numbering Plan or international standards will be blocked. 000 000-0000, 111 111-1111 or numbers with more than 15 digits are examples of non-compliant numbers.

No, Universal Call Blocking is a CRTC- mandated service that applies to all customers.

Yes, Universal Call Blocking is a network-level solution that is applied to all incoming voice calls for wireless, IP and landline phones.

No, the Universal Call Blocking is free of charge.

Yes, Universal Call Blocking rules will still apply while roaming out of Canada.

Universal Call Blocking only blocks calls with malformed calling line IDs. Unfortunately, this may not stop all spam calls.

Alert Ready, also known as Wireless Public Alerting Service (WPAS) is a service designed to deliver critical and potentially life-saving emergency alert messages to Canadians.

When does Alert Ready become active?

April 2018

How does Alert Ready work

All wireless service providers will have the capability to distribute emergency alerts directly to consumers’ WPA-compatible wireless devices using Cell Broadcast distribution.

What types of alerts will be sent?

These messages will only be issued for threat-to-life situations.

How will wireless service providers be notified in the first place?

In the event of such an emergency, a government issuer will deliver the alert to the National Alert Aggregation and Dissemination (NAAD) System, which will deliver it to wireless service providers, or broadcast companies.

Can I opt out of these alerts?

No, you can’t opt out of receiving threat-to-life emergency alerts via Alert Ready.

What devices are compatible with Alert Ready?

Current compatible devices (if they are purchased from us and the device software is kept up to date):

• Enabled devices - click here to see the devices that are enabled at launch
• Devices enabled after launch - click here to see the devices that are enabled after launch
• Not compatible devices - Devices that are not listed above are not compatible with Alert Ready.

Note: Any new devices introduced after April 6th, 2018 should be compatible with Alert Ready.

Where can I find more information about this service?

You can visit Alert Ready’s website here.

If you aren’t satisfied with your Primus Wireless device or accessory, you may return it if you meet the following criteria:

• Returned within 30 days from the date of purchase
• Product is in original condition with manuals and all original accessories
• Must not have any moisture or physical damage
• Device must be in original software condition
• Password and locks have been removed

If you are also cancelling your service with Primus Wireless, you can cancel your contract within 30 days and avoid the Early Cancellation Fee if you have not exceeded the allotment of your plan. You are still responsible for the prorated plan fees and usage charges.

How should I ship my product back?

Ensure you have removed all security locks (for Android phones; also remove your Google Account lock) and then perform a master reset.

• Repackage your devices, manuals and accessories into its original packaging
• Please place the device box inside the shipping box it was delivered in, using bubble wrap or newspaper to protect the contents during transit.
• Find the Purolator authorized return service label that was included in your original package and attach it to the box.
• Contact Purolator at 1-888-SHIP-123 (1-888-744-7123) or visit their Visit their website to arrange a pick up from your location, or drop off the package at your nearest Purolator depot or drop-box.

What happens next?

If your return was successful, it will be processed and your account charges adjusted within 4 weeks of the device being received by Primus Wireless.

If your return was not successful, the device or accessory will be returned to you and account adjustments will not be applied.

Note: This could happen if the device or accessory you returned:

1. is damaged
2. is not covered under the manufacturer's warranty
3. has a hardware lock that Primus Wireless could not remove

In these cases, you will be charged applicable device charges (plus applicable taxes), and the device or accessory you sent us will be returned to you.

Phones can stop working properly at any given time without warning. Quite often, it is a manufacturer’s defect and is covered under warranty, however, in some cases the damage may be caused by misuse or neglect.

For your convenience, here are some tips to help troubleshoot some of the common problems users may experience. If you are continuing to have difficulties, please feel free to contact our customer care centre by dialing 611 on your wireless phone (it’s a free call)

1. Phone not powering up?

Is the battery inserted properly?

Check to see if the phone is charging. If battery is too cold or faulty the phone may not be able to charge. For best performance, please consult the manufacturer’s guide that comes with your phone.

2. Can’t make a call?

Is SIM card inserted properly? Is there coverage in the area? Is the keypad working?

Follow these steps to correctly insert your SIM card. Proceed in this order so that there is no damage to the SIM card:

1. Fully charge the phone’s battery.
2. Before inserting the SIM card, turn the phone off.
3. Detach and insert the SIM card into the phone.
4. Turn on the phone

Some phones can be restricted by the user from making outgoing calls. Restoring default factory settings may solve this problem.

3. Can make a call, but can’t receive calls?

Is call forwarding activated?

Check the call forwarding status on your phone settings, to see if the calls on your phone number are forwarded to another number.

4. Not ringing?

Is the ringer volume down? Is the silent profile activated? Is it set to vibrate only?

Make sure the ringer volume is up and that the phone is not set to vibrate.

5. Can’t hear the person on the other end?

Check the volume settings during a call with the dedicated volume control key or directly from the phone settings.

6. Can’t be heard by other people?

Is there coverage in the area? Is your reception signal strong enough? Try a different location to increase signal strength.

7. Poor reception, dropping calls or noisy?

Is there coverage in the area?

You may be in an area with limited or no coverage. Try a different location to increase signal strength.

8. Echo?

Is the volume up too high?

Check the volume settings during a call with the dedicated volume control key or directly from the phone settings.

9. Phone says “Unregistered SIM” or “Insert SIM”?

Is the SIM card inserted properly? Is the SIM card activated?

Remove the SIM card and insert it again by following the manufacturer’s guide for instructions. If this doesn’t fix the problem, it is possible that your SIM is not activated, contact customer care

10. Call Forwarding not working?

Do you have Voicemail?

Sometimes setting up Call Forwarding from the phone menu does not work. Try the following:
To activate: * 0 0 4 * (receiving phone number) # SEND
To deactivate: # # 0 0 4 # SEND

11. Voicemail not working?

Did you request for the option to be added?

Voicemail is an optional feature on select wireless plans and must be requested. Contact us to have this feature added.

Check to see if the voicemail retrieval number is programmed into the phone.

12. Voicemail password invalid?

Did you try 1234?

Check your message inbox. The network often text messages the default password 1234. If not, contact customer care to have your voicemail reset.

13. Caller ID not working?

Did you request for the option to be added?

Caller ID is an optional feature on select wireless plans and must be requested. Contact customer care to have this feature added.

14. Can’t send a text message?

Did you request for the option to be added?
Are the + sign as well as the country code included when texting internationally?

You may have to program the message outbox number in the cell phone. Contact customer care.

15. Phone says “emergency only”?

Is there coverage in the area?

Try restarting your phone first. If the message still appears you might be outside of the coverage area.

16. Message: “customer unavailable”?

Is the cell phone on?
Is there coverage in the area?

Contact us.

17. Phone says "emergency only"

Is there coverage in the area?

This message indicates that you are outside of the coverage area.

18. Phone says “PIN lock”?

Does the phone ask for the PUK code?

PIN code is linked to the SIM card. If activated, this four-digit code gives you access to the SIM card and without it your SIM card cannot be used and you won’t be able to access the network. This “pin lock” message indicates that you have entered the wrong security code three times in a row. Phone should then ask for the PUK code. Enter this code to unlock the SIM card. 10 consecutive wrong attempts will permanently block the SIM.

Liquid or water damage is the most common repair issue that is not covered by warranty. It is possible for the phone to be damaged without it being immersed in water. Moisture or exposure to humidity, steam or even rain could damage the phone. This could lead to corrosion and cause the phone to malfunction and leave it in a non-repairable state.

Here are some common causes for liquid damage:

• Dropped in water or a puddle
• Spillage of any kind of liquid
• Rain, fog or mist
• Steam (eg. leaving the phone on kitchen counter while cooking)
• Condensation (eg. leaving the phone in a vehicle overnight)
• Body perspiration

If you think your phone needs to be replaced, check the chart below to see if it is covered under warranty. Contact us by dialling 611 on your phone and one of our customer care representatives will be glad to assist you.

Are you having difficulties with your new cell phone? Find all the documentation you need here.

Access the Wireless Home Phone Welcome Card here.