Frequently Asked Questions

Ordering and Processing

My Number and Services

Billing Network

Returns and Exchanges

How long do I have to get a full refund or exchange my device?

Repairs, Warranties, and Troubleshooting

Ordering and Processing

How long does it take to process an order?

Processing time could take up to 3-10 business days if all information provided is accurate, the product is in stock and the Bell Mobility credit check for new activations has been approved. Longer wait times may occur if not all the information required has been received or if the device was pre-ordered. Once processed shipping usually taking 1-2 business days.

How and when will I receive my device?

A signature will be required, so please provide an address where someone will be present from Mon-Fri between 8am and 5pm. If your package is returned to Baka Wireless you may be charged $15.00 for the re-shipping of your package.

How do I activate my device after I have received it?

For new activations with new numbers, your device will arrive active with a username, number, and temporary voicemail password. Be sure to fully charge your battery, and ensure that you can make/receive calls. If you have completed a new activation and brought your number over from another carrier or have completed a hardware upgrade with a new SIM Card, you will need to call Baka at 1-800-268-1711 within 5 business days to maintain your discount, and have the device activated. For a hardware upgrade with an existing SIM Card please remove your SIM Card from your existing device and insert it into the new device as directed by the manufacturer.

Is there a long-term commitment?

In order to qualify for applicable rebates to arrive at the lowest price possible, terms do apply. When you order online, you can choose your terms according to the preferred purchase price when ordering hardware.

Is there a penalty if I cancel my contract early?

Yes. If you are outside of your return and exchange window. You are entering into a legal contract with Bell Mobility, and they reserve the right to charge a cancellation fee if you end your contract early. (To see Bell Mobility's Terms of Service click here).

If I ordered a device prior to the start of a promotional offer, can I get the discounts now?

No, the offer is only valid within the restricted timeframe advertised. Unfortunately, we are unable to backdate promotional offers or price match devices. However if a promotional offer is introduced after an order has been placed but before it has been processed and completed, best efforts will be made to extend the offer at that time.

What do devices come with?

All manufacturers package their hardware differently. For more information about what will be in the box, look for the Box Includes section noted on the device you are interested in or refer to the manufacturer’s Canadian website.

My Number and Services

Can I choose my phone/device number?

Unfortunately, we cannot ensure exact numbers, but we will attempt to secure the last 4 digits if requested, and the closest available number will be selected however due to number availability this option also may not be possible.

I ordered a specific area code, but didn't get my request, why?

We cannot select a specific area code since the available number pool may be limited.

I live outside a major city; can I get a phone/device number local to my area?

During the order process please specify the city or closest major urban center you would like for your phone/device number.

Can I change my number at a later date?

Yes. However, Bell Mobility will charge a fee for any mobile number change.

Billing Network

I purchased a device as a gift. Will there be charges for the entire month?

We cannot postpone an activation. The device will be shipped out active, therefore your monthly charges will start from that date - even if the device will not be used immediately. We recommend you place your order within 10 business days from the date the gift will be received, to avoid unnecessary charges.

What charges will be on my monthly bill?

Your monthly bill will include a one-time connection fee (if applicable), as well as the requested monthly rate plan. This monthly rate is subject to federal and provincial taxes. Your bill includes charges for services and features billed one month in advance, as well as additional usage charges, such as long distance, roaming, additional airtime usage, text messaging, picture and video messaging and mobile browser usage that are not already included in your monthly rate. In addition to your monthly service fee, if new hardware was ordered via the Smart Pay option, your device charge will also be there for the duration of your term.

When will my monthly Bill Date start?

Your phone will be shipped active. Your bill date will start the day the line is active, and we will get your new phone to you as soon as possible once it becomes active. Since your phone is active when we ship it, Baka cannot credit for any days of service while your phone is being shipped or delayed in shipping. We recommend you provide a shipping address where our courier can receive a signature between Monday to Friday, from 8am to 5pm. In the event there is no one available to sign for your package, it may be held at the courier and you will need to contact us to make alternate arrangements. We ship overnight within Ontario, and via ground outside Ontario but within Canada. Ground may take up to 6 business days, depending on your location.

When will my bill arrive, and how long do I have to pay before late fees are applied?

Your bill will arrive monthly. To avoid late payment charges, we recommend you pay upon receipt and allow 4-6 days for payment processing. If your payment is not received within 30 days of the statement date indicated on your bill, late fees are applied to your total amount due.

How can I add or remove a feature from my device?

Many of the optional features can be added or removed via the MyBell app that comes pre-installed on your device, if it is not present it is readily available through your device’s app store. Alternatively, you can call 1-800-268-1711 during regular business hours to make changes as desired.

Can any number be ported?

Not all numbers can be transferred; the following are non-transferable: inactive numbers, pager numbers, numbers from areas that do not support transfers of phone numbers, and numbers that you do not have authorization to transfer.

Can I keep my number if I move to a different city?

You can but additional calling charges may apply.

Will I need to get a new mobile phone/device when I transfer my business number to Bell?

You will need a new rate plan when you transfer your business number to Bell. However, you can use an existing device if it is already on the Bell network OR an unlocked device. In both cases, you will need a new Bell sim card.

Will my voicemail and other calling features keep working when I transfer my number to Bell?

No, only phone/device numbers get transferred to Bell. Features from a previous service provider will be disconnected.

Can I transfer my number if I have a contract with my current service provider?

Yes, you can transfer your number at any time. We recommend you check the details of your current service contract to understand any charges, such as cancellation fees and outstanding balances you may be responsible for when the service is cancelled.

Is there a charge to transfer my number to Bell?

No, there are no additional fees to transfer your number to Bell, but you are responsible for any contractual obligation with your previous service provider.

Returns and Exchanges

How long do I have to get a full refund or exchange my device?

For Retail clients Bell will allow a client to process a Buyer’s Remorse exchange or return within 15 days of the invoice date.

For Employee Purchase Plan clients Bell will allow a client to process a Buyer’s Remorse exchange or return within 15 days of the invoice date.

For Corporate clients Bell will allow a client to process a Buyer’s Remorse exchange or return within 14 days of the invoice date.

For Dead on Arrival devices Bell will allow a client to process a DOA exchange to the exact same model device within 15 days of the invoice date.

For Accessible clients Bell will allow a self-identified accessible Retail or EPP client to process a Buyer’s Remorse exchange or return within 30 days of the invoice date if they self-identify themselves prior to the activation process.

Repairs, Warranties, and Troubleshooting

Do I get a warranty with my device purchase?

Yes, all devices come with a manufacturer's warranty. This does not cover user abuse, liquid/moisture damage or shipping fees when sending the device in for repair. For full details, click here.

PLEASE NOTE: Warranty periods vary amongst manufacturers.

What can I do if my device's phone line's not working?

Ensure that the device has been activated. For further assistance, call our help desk at 1-800-268-1711 option 3.

Why won't my battery last longer than one day?

It really depends on your usage, typically expect to charge your device every day. Please refer to user manual to find ways to optimize your device. If the problem persists, contact Baka Client Care Team at 1-800-268-1711. Option 3 or to fill out an online request form ensure that you have a personalized account then Click here to begin the warranty process.

Why can't I charge my device?

Please ensure that the device is connected securely and properly. Beyond that please check your user's guide for details or visit Bell Support to help troubleshoot. If the issue persists, your device may need repair. In that case, please contact Baka Client Care Team at 1-800-268-1711. Option 3 or to fill out an online request form ensure that you have a personalized account then Click here to begin the warranty process.

Where can I get help with my smart device?

Please contact Bell Mobility technical support, at 1-800-667-0123 (option 2) or visit Bell Support to help troubleshoot. If the issue has not been resolved it may need to be repaired in or out of warranty. In that case, please contact Baka Client Care Team at 1-800-268-1711. Option 3 or to fill out an online request form ensure that you have a personalized account then Click here to begin the warranty process.