Frequently Asked Questions—Wireless Division

FAQs

QCan you replace a broken or cracked screens?
A

Yes, we are trained to replace cracked or broken screens for iPhones, Blackberry, HTC, Samsung and more. See our store hours and location so we can help you.

QAre you a Rogers Dealer?
A

No, we are no longer a Rogers Dealer. We deal exclusively with Tbaytel.

QAre you able to transfer all my data to a new cellphone?
A

Due to privacy concerns, we will be able to only transfer contacts between devices.

QCan I cancel my two year commitment?
A

Yes, you can. You would need to buy out your phone. Visit our contact form if you have a specific question.  

QCan I get a new 4G LTE sim card at TELECO?
A

Absolutely! You will enjoy up to 10X faster data download speeds. It is a quick process. Bring your phone and we will get you a new LTE sim card. Every phone can get the new LTE SIM card, but not every phone will actually have the LTE capabilites. For example, only iPhone 5 and up will receive the faster speeds. Also PrePaid Plans (these are pay-as-you go type of plans) do NOT receive the faster speed. Give us a call if you would like more information about your device and a new LTE SIM Card.

Does picking up a new SIM card cost me money? No, we simply take out your old SIM card and replace it with the new LTE SIM Card.

QCan I get my old cellphone number back after cancelling?
A

If you have already cancelled your number, we cannot guarantee that you can get the same phone number back. It depends. We can try on your behalf. Come see us at TELECO.

QCan I return my smartphone and/or my case?
A

Yes, you can return your smartphone or case within fifteen days. Everything must be in perfect condition with all the original packaging? 

QCan I stay on my old wireless plan?
A

If you want to get a new phone, under a new two-year term contract, can you stay on your old wireless plan? Or do you have to choose one of the current plans?

If you want to get a new phone, on a two-year contract, you would have to update your wireless plan to something that is currently offered. 

If you are on a particularly good plan, you can keep using the plan by purchasing the smartphone outright. 

You would be looking at a much higher upfront cost but in the long run you do sometimes end up saving a bit.

QCan TELECO recycle my old cell phone for me?
A

Absolutely, just drop it off at our location and we will properly recycle your old phone.

Recycling and green iniatives are important to us. To Learn more about our Environmental Initiatives visit our Landline Division.

QCan you block my data on my smartphone when I reach my limit?
A

Data can be blocked or not blocked.

For example, we have a plan that includes 250MB of data. Some people ask Tbaytel or Teleco to block data so that they do not accidentally go over the 250MB and incur surcharges on the overage. 

Other people, keep the data turned on but use a data tracker app to alert them when they have reached their monthly limit. 

Tbaytel cannot turn off access to data when you reach your limit.  The options with Tbaytel for data access is enabled or disabled. 

QCan you recover or backup the data on my cell phone?
A

Due to privacy concerns, we do not offer data recovery and backup.

QDo I get charged to receive SMS text messages while roaming?
A

SMS charges only apply to sent messages. There is no charge to receive SMS messages when roaming.

QDo I need ID to get a wireless plan?
A

Yes, when signing up for a wireless plan, you need two pieces of ID. Here are the options we accept. 

  1. Driver's Licence
  2. Health Card
  3. Passport
  4. Enhanced Driver's Licence
  5. Status Card
  6. Enhanced Identification Card
  7. Ontario Photo Card 

To sign up for a business account, you need your Letters of Incorporation.

QDo phone calls I receive count toward my talk time?
A

Yes, if you answer that phone call, the time you talk on the phone counts toward your talk time. Talk time is counted when you make a call and when you answer a call.

QDo you have a map showing the coverage of the mobility network?
A

Yes, we do. 

Tbaytel Mobility Coverage Map Tbaytel Mobility Coverage Map (1019 KB)

Local & Roaming Coverage (Canada & US)

Visit Tbaytel's website, enter an address and see what kind of coverage is available at that location.

The map shows the approximate boundaries of the coverage area. Actual coverage may differ from map graphics and coverage may be affected by influences such as terrain, weather, foliage, buildings, and other construction as well as signal strength or customer equipment. Coverage shown may be altered at any time without notice. Please note, Mexico and Puerto Rico are not included as US Travel Saver areas.

When roaming with your mobile device please note that not all roaming partners support all features of the Tbaytel network. For example, features such as Caller ID Block, Call Forwarding, Name Display and Data Service may not be supported by some roaming partners.

QDo you sell charging cables for cell phones and smartphones?
A

Yes, we have charging cables for all the smartphones we sell: Apple, HTC, Blackberry, CAT, Samsung,  LG and Nokia. Visit our Store Location and Hours page.

QDo you sell unlocked or refurbished cell phones and smartphones?
A

All of the phones we carry here are locked to the Tbaytel network. If you would like to get your phone unlocked, you can contact Tbaytel Customer Care at +1 (807) 623-4400 and they will unlock your phone for you for a $50 fee. We do not carry refurbished units at our location.

QHow can I keep my current cell phone number if I switch companies?
A

If you are coming from a company such as Bell or Telus (or others), YES you can keep your number but only if it is for the 807 area code. And importantly, you would would have to let Tbaytel cancel your previous contract with Bell or Telus. If you were to cancel your own plan with the other company, then we are unable to get your number for you. Come in a see us at TELECO and we will take care of everything on your behalf—including contacting Tbaytel to cancel your old phone plan.

QHow do I access my voicemail on my iPhone?
A

These instruction work even if you have not set up your password yet.
Select the phone icon and on the next screen select voicemail icon. Your voicemail will be dialled and you will be asked to enter your password. If you have never accessed your voicemail (or if you have not changed the default password), you simply enter your 10-digit cell phone number. You have the option to change your password after you access your voicemail. 

Please remember your password.  However, if you have set your voicemail up before but can't remember your password it's as easy as calling TBaytel Customer Care to have it reset.

QHow do I add-on a U.S. or International Travel Savers Plan?
A

Adding a U.S. Travel Savers is a little different than adding an International Travel Savers. 

You can add U.S. Travel Savers package by visiting Teleco in person, or by calling Tbaytel Customer Care at +1 (807) 623-4400.

Make sure we know if you want a Travel Savers for a month, or added indefinitely to your plan. 

The only way to add an International Travel Saver package is by calling Tbaytel Customer Care at +1 (807) 623-4400 or Toll Free at +1 (800) 264-9501. Unfortunately, you cannot visit or call Teleco™ to have this done. The change can only be made by calling Tbaytel Customer Care.

Please note: Only Account Holders and Authorized Users can add Travel Savers. Authorized Users are people who the Account Holder has given formal permission with us to make changes to the account. 

Business Account changes can only be done by the people with signing authority/agent authorization on an account.

Learn more about U.S. Travel Savers and/or Bundles or  International Travel Savers and see the Terms and Conditions found at the bottom of the Travel Savers webpage. 

QHow do I avoid data roaming charges while abroad?
A

The easiest way to ensure no data roaming charges while traveling is to place a U.S and/or international data block on your account.

This will prevent you from being able to use the Internet on your device sand can be done for you at TELECO. 

A second option would be to turn your data off in the settings of your phone. 

In order to access the Internet this setting would have to be turned back on.

QHow do I retrieve my voicemails and what is my password?
A

To receive your voicemails it's as simple as holding the number 1 down on the keypad of your mobile device. This action will call forward you to your voicemail at which point you will be prompted for your password. If this is your first time setting up your voicemail, your default password will be your ten digit phone number followed by the # symbol.

QHow do I access my voicemail on my iPhone?
A

These instruction work even if you have not set up your password yet.
Select the phone icon and on the next screen select voicemail icon. Your voicemail will be dialled and you will be asked to enter your password. If you have never accessed your voicemail (or if you have not changed the default password), you simply enter your 10-digit cell phone number. You have the option to change your password after you access your voicemail. 

Please remember your password.  However, if you have set your voicemail up before but can't remember your password it's as easy as calling TBaytel Customer Care to have it reset.

 

If you have set your voicemail up before but can't remember your password it's as easy as calling TBaytel Customer Care to have it reset.

QI got water in my phone. Can you fix it?
A

We cannot guarantee water damage recovery, the industry success rate (and our success rate) is about 30% depending on the immediate action you take after dropping your smartphone in the water or ther liquid.

 

QI just got my phone yesterday, and it still has no service?
A

Power your device off completely, then turn it back on.

Learn how to completely power off an iPhone.

QWhat are the roaming rates when traveling?
A

Use Tbaytel's Roaming Rate Calculator to find out the rates for roaming without a U.S. Travel Saver or International Travel Saver Plan. It is very expensive to use your phone while travelling. We always recommend talking to us about getting a travel saver or travel bundle plan for while you are away. 

Tbaytel's Roaming Rate Calculator calculator shows you the zone you are travelling to as well. You need to know that to choose the Travel Saver plan when travelling because the zone affects the rates you can be charged.

We have several plans to save you money while travelling.

Since many of you travel frequently to the United States, which is zone 2, we have a plan for that.  It is called the U.S. Travel Bundle and Travel Saver option for travelling to the United States.

  

 

QWhat is LTE (Long Term Evolution) mean?
A

LTE stands for Long Term Evolution. We have an LTE article for you.

QWhat voids my manufacture warranty?
A

Most warranties are voided if you open the device yourself, hack the original operating system (often called jailbreaking) or if your smartphone has physical damage (such as liquid or screen damage). 

It's best to read your warranty for each manufacturer to ensure you follow their rules.

QWhen can I buy Teleco Club?
A

Teleco Club can be purchased any time and it is a great deal for you—especially if you are planning to purchase an accessory. With Teleco Club, you receive an instant $40 store credit (to be used the day you purchase Teleco Club).  Read about Teleco Club and how you can save money on repairs, cleanings, and more.

In the accessories department, we carry cases, bluetooth headsets, bluetooth hands-free devices for your car, extra batteries, and much more.