Accessibility
Freedom Mobile is committed to enhancing the level of convenience to our customers by providing the following accessibility services.
The Wireless Code and CCTS
Accessibility Text with 9-1-1 (T9-1-1)
Text with 9-1-1 (T9-1-1) has been available at Freedom Mobile since January 24, 2014 for deaf, deafened, hard of hearing or speech impaired (DHHSI) persons to communicate with 9-1-1 services using wireless-based text messaging. The T9-1-1 service must be activated in an area before with 9-1-1 centre upgrades, before it can be accessed so DHHSI persons should visit www.TextWith911.ca for more information about the initiative and to find out when the T9-1-1 service becomes available in their municipality or region.
A DHHSI person wanting the ability to use the service must register for it with their wireless service provider. Fill out the registration form and return to Freedom Mobile.
When a DHHSI person requires 9-1-1 services, they must first dial 911 on their cell phone. There is no need for them to speak as the 9-1-1 Call Taker will receive an indicator that tells them to communicate with the caller via text messaging. The 9-1-1 Call Taker then initiates text messaging with the caller to address the emergency. The initial call to 9-1-1 (without speaking) is required to initiate the T9-1-1 session as it establishes direct contact with the 9-1-1 Call Centre, provides the 9-1-1 Call Taker with the caller’s telephone number and the approximate location of the cell phone along with establishing a voice channel that enables the 9-1-1 Call Taker to hear any background noises that can be very helpful to assess the emergency and to provide enhanced 9-1-1 functions.
T9-1-1 is not available for everyone. Voice calling remains the best and most effective way to communicate with 9-1-1 services for a person that is not deaf, hard of hearing or with speech impairment. During an emergency, time is of the essence and speaking enables faster communication than texting, and there is a chance text messaging could be delayed.
The T9-1-1 service is free; however, an active wireless subscription and a compatible handset are required. The wireless user account (prepaid or postpaid) that you maintain with Freedom Mobile must always be in good standing in order to remain eligible to use the T9-1-1 service. User activities that result in a lapsed subscription or unsubscribing from Freedom Mobile will result in your loss of eligibility to use the T9-1-1 service.
Compatible Phones
One Touch m'Pop
One Touch OT-990
Alcatel PIXI 4
Go Flip
3V
Alcatel 1B
iPhone 6S and later
iPhone X
iPhone 8 Plus
iPhone 8
iPhone 7 Plus
iPhone 7
iPhone 6S Plus
iPhone 6S
iPhone XS
iPhone XS Max
iPhone XR
iPhone 11 Pro
iPhone 11 Pro Max
iPhone 11
iPhone SE (2020)
iPhone 12 Mini
iPhone 12
iPhone 12 Pro
iPhone 12 Pro Max
iPhone 13 Mini
iPhone 13
iPhone 13 Pro
iPhone 13 Pro Max
Pearl 9100
Curve 9300
Curve 9320
Bold 9700
Bold 9780
Bold 9900
Curve 9360
Bold 9790
Torch 9810
Q5
Q10
Z10
Classic
Passport
Leap
PRIV
Q20
DTEK50
Pixel 2
Pixel 2 XL
Pixel 3
Pixel 3 XL
Pixel 4
Pixel 4 XL
Pixel 4a
Pixel 4a 5G
Pixel 5
Z219
Desire 530
Amaze
ONE S
ONE
M7
M8
M9
Desire 626S
Amaze 4G
Ascend Mate
Ascend P1
Ascend D1
Ascend P6
Y215
G312
G7
Mate 1
U8651
U8350
Nexus 6P
GR5W
Ascend Mate 2
Y635
Mate 20 Pro
P30 lite
Nexus 5
G2
Nexus 4
P999
L9
G4
G Stylo
Nexus 5X
F4NR
G Pad IV 8.0
G5
G6
Q6
K4
K61
Stylo II Plus
Stylo III Shiny Titan
Stylo III Plus
V20
V30
Velvet
X Power
X Power 2
Stylo 3 Plus
G7
G8
G8x Thin Q Dual Screen
RAZR V
Moto G 1st
Moto G 2nd
Moto G 3rd
Moto E 1st
Moto E 2nd
Moto X 2nd
Moto G Play
Moto G Plus
Moto X
Nexus 6
Moto X Play
Moto E4
Moto Z 2 Play
G7 Power
E6
One Action
XT720
Moto Razr 2020
Motorola E
Motorola Edge Blue
Motorola Edge+
Motorola G Power 2021
Motorola G Power
Moto One 5G
Galaxy S3
Galaxy S4
Galaxy S5
Galaxy S6
Galaxy S6 Edge
Galaxy S6 Edge Plus
Galaxy Note 2
Galaxy Note 3
Galaxy Note 4
Galaxy Note 5
Galaxy Note 8
Galaxy Note 9
Galaxy Ace 2 e
Galaxy Grand Prime
Galaxy S7
Galaxy S7 Edge
Galaxy A5
Galaxy A8
Galaxy Core
GS5 Neo
J1
J3 Grey
Galaxy S8
Galaxy S8 Plus
XCover 4
Galaxy S9
Galaxy S9+
Galaxy S10e
Galaxy S10
Galaxy S10+
A50
A70
Galaxy Note 10+
A10e
Galaxy S20 5G
Galaxy S20+ 5G
Galaxy S20 Ultra 5G
Galaxy Z Flip
Galaxy A51
Galaxy A71
A12 Black
Galaxy A21
Galaxy A32
Galaxy A52
Galaxy Note20 Ultra 5G
Galaxy S20 5G Fan Edition
Z Flip3
Z Fold3
GS21 5G
GS21 Ultra 5G
GS21+ 5G
Xperia ZL
Xperia Ion
Xperia L
Xperia M
Xperia Z3
Xperia E3
Xperia M4 Aqua
Xperia C5 Ultra
Xperia X
Xperia XA
Xperia XA Ultra
Xperia C5 Ultra
Xperia XA1
Xperia XA1 Ultra
Xperia XZ
Z557
Accessibility
CCTS is an independent agency whose mandate is to resolve complaints of consumers about their telecom and TV services, and complaints of small business customers about their telecom services, free of charge. If you have a complaint about your telephone, wireless, internet or TV 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.
To learn more about CCTS, you may visit its website at www.ccts-cprst.ca or call toll-free at 1-888-221-1687.
The CRTC is an independent agency of the Government of Canada, responsible for the regulation of telecommunications companies. To learn more about and to contact them, you can visit their website at http://www.crtc.gc.ca/eng/home-accueil.htm or reach them toll-free at 1-877-249-CRTC (2782).
TTY is an operator service that allows people who are deaf, hard of hearing or speech impaired to place calls to standard telephone users via a keyboard or assistive device. To use TTY service, the device or phone needs to be hooked up to a phone or analog jack. Once the device is hooked up, simply dial 7-1-1 to get in touch with a representative. TTY service is free of charge to Freedom Mobile subscribers (subject to change). Only Freedom Mobile subscribers can dial 7-1-1 through our network. To see what devices support TTY visit a Freedom Mobile store or get further information at wirelessaccessibility.ca.
IP Relay service is a voice relay service provided to active Freedom Mobile customers who are registered IP Relay service users. Communication between the operator and IP Relay service happens over the Internet and is being relayed to the other party through usual voice call. This service enables faster communications with the relay operator and allows you to see more of the conversation on your computer screen. Calls to anywhere in Canada are free of charge. To start using the IP Relay service, Freedom Mobile subscribers must register by visiting https://iprelay.freedommobile.ca/
Freedom Mobile offers a credit for the visually impaired to cover the cost of 3 directory assistance calls per month. To qualify for this credit the visually impaired customer must activate a standard plan and phone the call centre by dialing 611 on their Freedom phone to have the credit applied to the account. An active wireless subscription and a compatible handset are required to have this service. The wireless user account (prepaid or postpaid) must always be in good standing in order to remain eligible for this credit. User activities that result in a lapsed subscription or unsubscribing from Freedom Mobile will result in loss of the eligibility for this credit.
Freedom Mobile offers a variety of plans with large amounts of data, picture and video messaging as well as unlimited global texting. You only pay for voice if, or when, you need it. This way there are no barriers for you to stream, snap, surf, post, upload, catch up with friend via videotelephony (e.g., FaceTime) or use critical assistive technologies on the go. Plus, there are no data overage fees on our Big Gig Data plans. Our Big Gig plans enable the use of Text-to-911, where available
Featured Accessible Plans:
Big Gig Unlimited 10GB - ($55/month- without Digital Discount)
Canada Wide/Nationwide $0.05/min
Unlimited SMS/MMS
10GB fast speed data
500MB Nationwide data
Voicemail
Freedom Nationwide Text - ($14.00/month) – text only plan
$1.50/min
Unlimited SMS/MMS
You can see Freedom Mobile’s other plans at: https://www.freedommobile.ca/plans If you wish to take advantage of these plans please reach out to our Customer Care teams by dialing 611 on your phone,by dialing 1-877-946-3184, or by visiting our contact us page for further information on our accessible rate plans.
Freedom Mobile will provide customers a copy of their contract, invoices and other information in an alternative format for people with disabilities upon request free of charge. The formats available are braille and large font.
People with disabilities may require additional time to familiarize themselves with and integrate a new mobile device into existing and/or possibly new assistive technology and software. Freedom Mobile provides a 30-calendar-day trial period during which customers who self-identify as having a disability can cancel their contract without penalty. Mobile devices provided by Freedom that are in like-new condition, and which include the original packaging and receipt, may be returned to the original purchase location.
Internet Code videos in ASL
We’re committed to ensuring customers have resources needed to help them understand our Internet service agreements and how Internet service works. The following videos, produced by Canada’s large Internet Service Providers (ISPs) in conjunction with the Canadian Wireless Telecommunications Association, are intended for Deaf, Deaf-Blind and Hard of Hearing customers. The videos were developed to provide an overview of the Internet Code, Internet services and are provided in American Sign Language with captions and voice overs. The videos and terms used in them do not replace Canadian Radio-television and Telecommunications Commission (CRTC) decisions, Freedom Mobile contracts or written policies, which may be amended from time to time.

ACCESSIBILITY FEEDBACK
Your opinion is important to us. If you have any ideas on how we can improve accessibility for our website, products, or physical locations, please let us know by calling the number below or sending us an email.
Baveldeep Grewal, Vice President of Customer Care
1-844-406-2707 | Email:accessibilityfeedback@sjrb.ca
A one-time connection fee of up to $45 will apply to each new line or device activation/upgrade. All Freedom Mobile services are subject to our Terms of Service, MyTab Additional Terms of Service, TradeUp Additional Terms of Service, Fair Usage Policy and Privacy Policy.
1. MyTab monthly payment required.
Savings based on Regular Selling Price. MyTab monthly payment required for 24 months. Conditions apply. Offer subject to change or cancellation without notice. Taxes, government fees and pay-per-use charges are extra. Early cancellation fees apply. For TradeUp, additional savings are contingent on return of device in eligible condition within month 24.
2. Applicable taxes extra.
3. Digital Discount
Digital Discount promotion is subject to change or cancellation without notice. To be eligible to receive the $5/month Digital Discount, you must (i) be subscribed to a Prepaid or Postpaid line on an eligible plan (Big Gig Unlimited, Freedom 250MB/500MB/3GB Promo/6GB, Promo Freedom 15GB, or Freedom Nationwide Talk + Text/1.5GB plans), (ii) sign up for Auto Pay (pre-authorized payments), (iii) have an active and valid Auto Pay method on file, and (iv) redeem the “Digital Discount” promo code at a Freedom Mobile retail location or through your My Account. The promo code can only be applied once to each eligible line. A $5 monthly discount will start to be applied on your next top-up date following promo code redemption (for Prepaid customers), or on your next bill following promo code redemption (for Postpaid customers). Postpaid customers: you must complete the above eligibility requirements on the same day you activate your eligible plan to ensure the discount is received on your first/next bill. If you are not eligible for the promotion during any month, that monthly discount will be entirely forfeited and cannot be made up. If you qualify for the discount in the months following the ineligible month, you will receive the discount in those subsequent months. Movement between eligible plans will not result in the loss of the monthly discount. Your service will no longer be eligible for the discount if you: (a) Change your rate plan to a non-eligible plan, or (b) Port your number away from Freedom Mobile. Applicable taxes extra. All Freedom Mobile services are subject to our Terms of Service, Internet Traffic Management Policy, Fair Usage Policy and Privacy Policy.
4. Big Gig Unlimited Plans Data Policy
Freedom Mobile’s Big Gig Unlimited data plans include (depending on your selected plan) from 20GB to 50GB of Fast LTE (full-speed) data on the Freedom Network, as well as 3GB of Fast LTE (full-speed) data on the Freedom Nationwide Network (see freedommobile.ca/ coverage). Freedom Mobile’s Big Gig Unlimited Canada-U.S. plan includes 40GB of Fast LTE (full-speed) data on the Freedom Nationwide Network or in the U.S. Once your Fast LTE (full-speed) allotment is depleted, you will continue to have access to data services, with no data overage fees, but at a slower speed – of up to 256 kilobits per second (for downloads) and 128 kilobits per second (for uploads) on the Freedom Network, and up to 128 kilobits per second (for downloads) and 64 kilobits per second (for uploads) on the Nationwide Network or, in the case of the Big Gig Unlimited data Canada-U.S. plan, in the U.S. – until the end of your current billing cycle. Applications such as web browsing, email, instant messaging, voice over IP services, or low-quality audio streaming will continue to work, but at a slower speed. Applications that normally require greater bandwidth, such as video streaming or peer-to-peer file sharing will also continue to work, but the slower speed may affect application performance. We will send you a text message notifying you when you have used 70% and 100% of the Fast LTE (full-speed) allotment included in your plan, at which point you may choose to purchase a Fast LTE (full-speed) add-on to add more full-speed data to your plan. In all cases, usage is subject to the Freedom Mobile Terms of Service and Fair Usage Policy.
5. Bring Your Own Phone Offer
Offer is available for a limited time and is subject to change or cancellation without notice. To be eligible for the $5 monthly credit for 24 months, you must activate a new Postpaid Bring Your Own Phone line on an eligible plan (Unlimited 50GB Special) during the promotion period. The credits will start to be applied as a bill adjustment before tax on your 2nd bill. You will receive a $5 credit off the monthly price of the plan for 24 months, as long as you remain active on an eligible plan. The promotion may not be combined with any other in-market offer, except for Digital Discount. Your service will no longer be eligible for the promotion if you: a) Downgrade your rate plan to a non-eligible plan; b) Sign up for MyTab; or c) Port your number away from Freedom Mobile. If you are not eligible for the promotion during any month, that credit will be entirely forfeited and cannot be made up. If you qualify for the credit in the months following the ineligible month, you will continue to receive the credit as applicable. All services subject to Freedom Mobile’s Terms of Service, Fair Usage Policy Internet Traffic Management Policy and Privacy Policy.
6. Bonus Data Offer
Offer is available for a limited time and is subject to change or cancellation without notice. To be eligible for the promotion, you must subscribe to an eligible plan, during the promotion period. The offer is not available to existing customers who upgrade their phone through My Account. Eligible plans for each bonus data amount are:
500MB Bonus: Freedom 500MB
1GB Bonus: Freedom 3GB Promo, Freedom 6GB
You will receive the additional data every month as long as you remain active on an eligible plan for that bonus data amount. All services subject to Freedom Mobile’s Terms of Service, Internet Traffic Management Policy, Fair Usage Policy, and Privacy Policy.
7. Add A Line Offer
Offer is available for a limited time and is subject to change or cancellation without notice. Applicable taxes extra. To be eligible for the Add-A-Line offer, you must activate a new additional Postpaid line on an eligible plan (Freedom 6GB, Promo Freedom 15GB and Unlimited 50GB Special) during the promotion period. The credits will start to be applied as a bill adjustment before tax on your 2nd bill. You will receive a $5 credit off the monthly price of the plan for 24 months as long as you remain active on an eligible plan. The promotion may not be combined with any other in-market offer, except for Digital Discount and bonus data. A maximum of five lines per account are eligible for the promotion. A line on your account will no longer be eligible for the promotion if you: a) change the rate plan on that line to a non-eligible plan; b) cancel any line on your account that was already active prior to the start of the promotion on February 15, 2023, or c) cancel your line. If you are not eligible for the promotion during any month, that credit will be entirely forfeited and cannot be made up. If you qualify for the credit in the months following the ineligible month, you will continue to receive the credit as applicable. All services subject to Freedom Mobile’s Terms of Service, Internet Traffic Management Policy, Fair Usage Policy, and Privacy Policy.
8. 100GB Extra Data
To get 100GB extra data, you must activate a new MyTab line or complete a hardware upgrade on an eligible plan (Unlimited 20GB/50GB Special) during the promotion period. The offer is not available to existing customers who upgrade their phone through My Account. The data is only available to be used on the Freedom Network. The 100GB of extra data will only be used after you have used up the Freedom Network data in your rate plan each month and, once the total amount of extra data is depleted, it will not be replenished. The extra data will remain available on your account for as long as you remain an active customer on an eligible plan and fulfill your MyTab commitment. All Freedom Mobile services are subject to our Terms of Service, MyTab Additional Terms of Service, TradeUp Additional Terms of Service, Fair Usage Policy and Privacy Policy.
9. Freedom Nationwide Data Offer
Offer is available for a limited time and is subject to change or cancellation without notice. 3X more data is based on the Unlimited 20GB/50GB Special plans, each of which has 1GB of Freedom Nationwide data plus 2GB bonus. To be eligible for the promotion, you must subscribe to an eligible plan during the promotion period. The offer is not available to existing customers who upgrade their phone or complete a rate plan change through My Account. Eligible plans for each bonus data amount are:
500MB Bonus Freedom Nationwide: Freedom 3GB Promo, Freedom 6GB, Promo Freedom 15GB
2GB Bonus Freedom Nationwide: Unlimited 20GB/50GB Special
You will receive the additional data every month as long as you remain active on an eligible plan for that bonus data amount. All services subject to Freedom Mobile’s Terms of Service, Internet Traffic Management Policy, Fair Usage Policy, and Privacy Policy.
10. Pay Per Use Charges
Apple Watch plan utilizes the Freedom Nationwide data included in your associated phone plan when connected via Bluetooth. Pay Per Use Charges may apply.
11. Tablet Plans
To be eligible for a Tablet plan, you must activate a new Postpaid line or complete a hardware upgrade on an eligible Tablet (ZTE Grand X View 4, Samsung Tab A7 Lite) with MyTab at participating Freedom Mobile locations. All services subject to Freedom Mobile’s Terms of Service, Fair Usage Policy Internet Traffic Management Policy and Privacy Policy.
12. Determining the value of your Trade-In Device
Offer subject to change without notice. Offer available for a limited time at Freedom Mobile corporate stores and participating Freedom Mobile dealer locations.
Must be legal owner of the phone traded in. Maximum 1 phone per trade-in. Your device Trade-In value is determined by us in our sole discretion and is based on phone make, model, and physical condition. You will not receive extra value for trading in other in-box accessories (Example: charger, earbuds, external case, etc.). If we determine, in our sole discretion, that your Trade-In Device has no Trade-In value we will gladly take it and recycle it for you. As part of our ongoing green initiatives, any mobile phone may be dropped off at any Freedom Mobile store for responsible recycling. All trade-in program details are subject to Trade-InTerms and Conditions.
13. ZTE Tablet Offer
Offer is available for a limited time and is subject to change or cancellation without notice, at participating Freedom Mobile locations only. Applicable taxes extra. $312 in savings is based on a ZTE Grand X View 4 tablet with a $0 Monthly MyTab Charge on a 24-month services agreement ($192 in savings based on Regular Selling Price) and a $5 discount off the tablet plan for 24 months. To be eligible for the promotion, you must activate a new service on a ZTE Grand X View 4 tablet with MyTab, along with the tablet plan, on an account with at least one other Postpaid line. You’ll receive a $5 discount off the tablet plan for 24 months as long as you remain active and continue to be eligible. The credits will start to be applied to your account as a bill adjustment before tax on your 2nd bill. The promotion may not be combined with any other in-market offer, except for Digital Discount and select service credit offers. Your service will no longer be eligible for the promotion if you: a) downgrade your phone rate plan to a non-eligible plan; b) return the tablet, or c) port either number away from Freedom Mobile. If you are not eligible for the promotion during any month, that credit will be entirely forfeited and cannot be made up. If you qualify for the credit in the months following the ineligible month, you will continue to receive the credit as applicable. Early cancellation fees apply. If you migrate from the tablet plan to another plan within 24 months, Freedom Mobile reserves the right to either charge you a fee equal to all, or a prorated part, of the $192 in savings received, or move you back to the tablet plan. MyTab Additional Terms of Service apply – see freedommobile. ca/MyTab.
14. Freedom Data Bonus
Freedom Data Bonus is a recurring (monthly or annual) allotment of bonus Freedom LTE data, at no additional cost, that is applicable as of the date we notify you and given to subscribers who i) were part of the Freedom Mobile subscriber base (including Postpaid and Prepaid payment types) up until and including May 1st, 2023 (new activations from May 2nd, 2023, and onwards are not eligible), and ii) has automatic recurring data on the subscriber line. Customers that don’t have any automatic recurring data on their line are excluded from eligibility. The amount of data bonus given is 10% of the aggregated amount of automatic recurring data on the account as of May 1st, 2023, this excludes non-recurring data such as Data Passes, Big Binge Bonus and Pay Per Use data amounts. The data bonus amount is per month/year, and unused portion will not carry forward into a subsequent month/year. You will continue to receive the data bonus every month/year as long as i) you remain on the same exact admissible rate plan as of May 1st, 2023 and ii) your account remains active. This data bonus is non-transferable and is renewable every month/year pending the two aforementioned conditions are met. One data bonus per eligible subscriber.
15. Mobility Price Freeze Guarantee
Mobility Price Freeze Guarantee is our promise that the price of a wireless rate plan (prior to any discounts and credits) that any customer is on will never see a price increase. This guarantee is in effect as of April 3rd, 2023, and applies to all wireless rate plans that were available, are available and will be available to our current and future customers. The Mobility Price Freeze Guarantee does not cover any charges/fees outside of the wireless rate plan, such as taxes, levies, pay-per-use charges, one-time passes, roaming packages, phone protection plans, charges from add-ons, MyTab charges, TradeUp charges and any other additional charges/fees.
16. 1000 U.S. Minutes Offer
Offer is available for a limited time and is subject to change or cancellation without notice. Applicable taxes extra. To get the 1000 minutes, you must activate a new Postpaid line or complete a hardware upgrade on an eligible plan during the promotion period ($30+/mo. plans after Digital Discount). You will receive 1000 minutes for calling to the United States. The minutes are available to be used on the Freedom and Nationwide networks. The 1000 minutes will remain available on your line until September 30, 2023, as long as you remain active on an eligible plan. Any unused minutes are non-refundable and non-transferable. The promotion may not be combined with any other long distance offers. All services subject to Freedom Mobile’s Terms of Service, Internet Traffic Management Policy, Fair Usage Policy, and Privacy Policy.
20. Data By The Gig
Purchase Fast LTE Data when you need it. To purchase, visit My Account.
22. Prepaid Bonus Data Offer
Offer is available for a limited time and is subject to change or cancellation without notice. To be eligible for the promotion, you must activate a new Prepaid line on an eligible plan, during the promotion period (9GB bonus: Freedom 6GB). The promotion may not be combined with any other in-market bonus data offers. You will receive the additional data every month as long as you remain active on an eligible plan for that bonus data amount. All services subject to Freedom Mobile’s Terms of Service, Fair Usage Policy Internet Traffic Management Policy and Privacy Policy.
28. Visual Voicemail One Month Trial
The One Month Trial of Visual Voicemail is subject to change or cancellation without notice. The Visual Voicemail add-on is only available to customers that subscribe to a plan with data allotment and are on a compatible device. For more details, please refer to: https://www.freedommobile.ca/en-CA/support/What-is-Visual-Voicemail. You will receive a one-time $4 credit for the first full month of your Visual Voicemail subscription, which will appear in your monthly bill. To be eligible to receive the $4 credit for the One Month Trial of Visual Voicemail offer, you must (i) be subscribed to a plan and on a device that is compatible with the Visual Voicemail add-on, as outlined above, and (ii) subscribe to Visual Voicemail. The promotion can only be applied once to each eligible line. After your first full month of Visual Voicemail has completed, you will be charged the monthly recurring rate of $4 for Visual Voicemail unless you unsubscribe to the service. Your service will no longer be eligible for the discount if during the promotion period you (a) change your rate plan to a non-Eligible Plan, or (b) port your number away from Freedom Mobile. Applicable taxes extra. All Freedom Mobile services are subject to our Terms of Service, MyTab Additional Terms of Service, Fair Usage Policy and Privacy Policy.