About: Video Relay Services (VRS)
Overview
Video Relay Services (VRS) is a free service for deaf, hard of hearing or speech-impaired Canadians who use American Sign Language (ASL) or Langue des signes québécoise (LSQ) to communicate with voice telephone users.
Video Relay Service is a basic telecommunications service that enables people to communicate with voice telephone users.
The user connects to a VRS operator using Internet-based videoconferencing. The operator then places a voice telephone call to the other party and relays the conversation from sign language to voice and vice-versa. VRS service is available 24 hours a day, 7 days a week.
Important: VRS availability may differ from Freedom Mobile’s support hours of operation.
How it Works
To register for VRS you must be deaf, hard of hearing or a speech-impaired Canadian who uses sign language. Hearing callers cannot register for Canada VRS apps. However, they may call registered customers.
Making a VRS Call
To get started you’ll need to create an account with Canada VRS. Register now. After registering with Canada VRS and receiving your 10-digit number, you are ready to make and receive calls. You’ll have the option to make a VRS call in either ASL or LSQ using Canada VRS.
Learn more about making a VRS call.
Receiving a VRS Call
If you receive a VRS call, the operator will announce the VRS user with the description provided by the user. In cases where the VRS operator knows the VRS caller is misrepresenting themselves or is using VRS for unlawful purposes, they will not complete the call.
Learn more about receiving a VRS call.
For additional support in using VRS, please contact Canada VRS directly.
Freedom Mobile and VRS
Freedom Mobile is committed to enhancing the level of convenience we provide our customers. Freedom customers can receive support via VRS operators.
Another great alternative is to connect with us effortlessly over messaging through your preferred platform. Contact us to get started.
Emergency Services
Canada VRS offers 9-1-1 support across Canada in both ASL and LSQ. All 9-1-1 calls are treated as urgent and go directly to first place in the Canada VRS queue.
As Canada VRS is internet or data service based, emergency calls made via VRS may not properly connect. For example, if there is an internet or data service failure or if you lose electrical power. Also, your 9-1-1 call may not be routed correctly if you have not updated your physical location information.
If you experience a technical problem dialing 9-1-1 via Canada VRS, you may wish to try alternative services such as landline telephone with TTY, Text 9-1-1, Relay Services or IP Relay.
Don’t see what you’re looking for?
If you don’t see your answer in our FAQ section, we’re here to help.
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.
*Starting July 24 2023, all Freedom Mobile subscribers (excluding prepaid and select applicable plans) that have recurring Freedom Network and/or Nationwide data allotments will have their Freedom Network and/or Nationwide data converted into Freedom Nationwide data. Freedom Nationwide data is defined as data that can be used on both Freedom and Canadian partner networks. Only recurring Freedom data and/or Nationwide data will be converted to Freedom Nationwide data. This excludes Data Passes, Big Binge Bonus Data and Pay Per Use data amounts.
**Starting Jul 24, 2023, subscribers who are on a $39 per month and above rate plan (after Digital Discount where applicable) will have 5G speeds available to them. To access 5G speeds, the subscriber needs to be on a 5G eligible rate plan, needs to have a 5G enabled device with a 5G enabled SIM card and needs to be in a 5G coverage area.
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 (in-market plans, except for Prepaid By The Year, Tablet and Watch 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.
4. Unlimited Plans Data Policy
Freedom Mobile’s unlimited data plans include (depending on your selected plan) from 3GB to 100GB of full-speed data that can be used at 5G speeds on the Freedom network (where available) and at 4G speeds (up to 100 Mbps) on partner networks in Nationwide, the U.S., and Mexico (as applicable, see freedommobile.ca/plans for plan details). See freedommobile.ca/coverage for more information on Freedom’s coverage area. Once your 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 partner networks in Nationwide, the U.S., and Mexico (as applicable) – 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 full-speed allotment included in your plan, at which point you may choose to purchase a data 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. 5G Access
5G access is available with a 5G plan, a 5G compatible phone, and when you're within 5G network coverage area.
6. Network Coverage
Based on Freedom and our Nationwide partner network coverage across Canada. See Coverage Map for details.
7. Student Offer
Offer is available for a limited time at participating Freedom Mobile locations and is subject to change or cancellation without notice. $40/mo. is based on a $50/mo. plan after Digital Discount, less a $5/mo. credit for 18 months and a $5/mo. student offer credit for 18 months. To be eligible for the student offer, you must activate a new line on an eligible plan (in-market Canada-U.S.-Mexico 75GB + Roam Beyond 10GB and up plans )and have a promo code applied during the promotion period. You must be a student of an eligible post-secondary institution and, during the new activation, must: (i) show proof of enrollment (either a student ID or enrollment letter), (ii) use an eligible student email address on the account (each email address can only be used once) and (iii) create a new 1-line account (new lines on existing accounts are not eligible). The credits will start to be applied before tax prior to your 2nd full month of service. You will receive a $5 credit off the monthly plan price for 18 months as long as you remain active on an eligible plan. Each promo code can only be used once and applies to one line only - not the full account. The promotion may not be combined with other in-market recurring discount offers, except for Digital Discount and the $5/mo. credit for 18 months. Your service will no longer be eligible for the discount if you: (a) change your rate plan to a non-eligible plan, or (b) change your email address from a student domain to an ineligible domain. If you are not eligible for the promotion during any month, the 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.
8. Roam Beyond Plan
Canada’s most affordable international roaming plans (plans with Roam Beyond) is based on the monthly recurring charge of comparable plans of other Canadian wireless carriers as of July 23, 2024, for a customer who travels in Roam Beyond included destinations over a one-month period and uses up to 20GB of data. Your service is subject to a $30 fee if you change to another plan within 3 months of activating on, or migrating to, a plan with Roam Beyond. For 30-day pass options, visit My Account. Destinations included within Roam Beyond are subject to change (destinations may be added or removed), visit freedommobile.ca/plans or My Account to view a current list of destinations included. Unlimited Plans Data Policy⁴ only applies to data usage in Canada, U.S. and Mexico. See Unlimited Plans Data Policy and Fair Usage Policy for more details.
9. Standard Voicemail
Standard Voicemail (offered on 4G LTE plans) can store up to 5 messages, with each message stored for up to 5 days. Voicemail+ (offered on 5G plans) can store up to 50 messages, with new messages stored for up to 30 days and saved messages stored for up to 90 days. Messages can be resaved during the storage period but will be deleted if past the storage period. Monthly plan customers with Standard Voicemail can upgrade to Voicemail+ by subscribing to the monthly add-on.
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.
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. 1000 Long Distance Minutes 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 promotion, you must activate a new line or complete a phone upgrade, on an eligible plan ($29+ plans after Digital Discount) during the promotion period. You will receive 1,000 long distance minutes per month for 24 months that can be used to call the following destinations from Canada, as long as you remain active on an eligible plan: Australia, Bangladesh, Brazil, China, Germany, Hong Kong, India, Japan, Malaysia, Mexico, Singapore, South Korea, Taiwan, United Kingdom. Any unused minutes are non-refundable and non-transferable. The promotion may not be combined with any other long distance offers.
14. $5/Month Credit for 18 Months Offer
Offer is subject to change or cancellation without notice. To be eligible for the $5 monthly credit for 18 months, you must activate a new line on, complete a hardware upgrade on, or migrate to, an eligible plan (in-market Can-U.S.-Mex. 10GB and up plans) during the promotion period. The credits will start to be applied before tax prior to your 2nd full month of service. You will receive a $5 credit off the monthly plan price for 18 months, as long as you remain active on an eligible plan. The promotion may not be combined with other in-market recurring discount offers (except for Digital Discount), unless otherwise indicated. Your service will no longer be eligible for the promotion if you change your rate plan to an ineligible plan. 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.
15. Price Freeze Promise
Price Freeze Promise is our guarantee that the price of a wireless rate plan (prior to any discounts or credits) that any customer subscribes to and maintains will never incur a price increase. This guarantee applies to all past and current wireless rate plans available to our customers. The Price Freeze Promise only covers the wireless rate plan price itself, and not any other charges or fees, such as taxes, levies, pay-per-use charges, one-time passes, add-ons, device financing charges (such as MyTab and TradeUp charges), or any other additional charges/fees.
16. Google YouTube Premium Offer with Pixel 9
Offer is available until December 15, 2025, or while quantities last, at participating Freedom Mobile retail locations only, and is subject to change or cancellation without notice. A one-time connection fee of up to $45 will apply to each new phone activation or upgrade. To be eligible for the promotion, you must purchase either a Google Pixel 9, Google Pixel 9 Pro XL or Google Pixel 9 Pro Fold with MyTab on a 24-month services agreement. Promotion fulfilled by Google. To redeem, tap “Get YouTube Premium” in the YouTube app and click “Try it Free”. Promotion only available to new users in Canada (no past trial or subscription of YouTube Premium, YouTube Music Premium, YouTube Red or Google Play Music). Must be redeemed by December 31, 2025 at 11:59pm PST. Valid form of payment and Google account required at subscription sign-up. Must be 18 years or older. $12.99 after trial promotion period billed on a recurring monthly basis, unless you cancel. Cancel anytime. No refunds for partial billing periods. Full terms HERE: https://www.youtube.com/premium/restrictions. Unless otherwise stated, this promotion may not be combined with any other promotions. Early cancellation fees apply. MyTab Additional Terms of Service apply – see freedommobile.ca/MyTab. Applicable taxes extra.
17. 3rd+ Line Offer
Offer is available for a limited time and is subject to change or cancellation without notice. The $40/month price for 18 months is based on a $50/month plan after Digital Discount, less a $5/mo. credit for 18 months and a $5/mo. ongoing 3rd+ line offer credit. To be eligible for the 3rd+ line offer, you must: (i) have a minimum of 2 other active lines on the same account, both on an eligible plan ($45+/mo. after Digital Discount plans), (ii) activate additional new line(s) on an eligible plan (in-market Canada-U.S.-Mexico 75GB + Roam Beyond 10GB and up plans), and (iii) not have canceled any line on your account within 60 days of activating this offer. The credit will only be applied to the additional new line(s). The credits will start to be applied before tax prior to your 2nd full month of service after adding the new additional line(s). You will receive a $5 credit off the monthly plan price as long as you remain active on an eligible plan. The promotion may not be combined with any other in-market recurring discount offers, except for Digital Discount and the $5/mo. credit for 18 months. A line on your account will no longer be eligible for the promotion if you: a) change the rate plan on the new line(s) to an ineligible plan, or b) no longer have a minimum of 2 other active lines on the same account on an eligible plan. 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.
18. Waived Postpaid Connection Fee
Offer is only available online and is subject to change or cancellation without notice. To be eligible for a waived connection fee ($45 in savings), you must activate a new postpaid line or complete a hardware upgrade during the promotion period. Can-U.S.-Mex 100MB plan is excluded. For new prepaid lines, a one-time $10 connection fee will apply.
19. Samsung Trade-In Offer
Offer available for a limited time only at select stores to eligible customers on approved credit and while supplies last. This offer is subject to change or cancellation without notice. Trade in offer is only valid on the pre-order and subsequent purchase of a Samsung Galaxy Z Flip6 or Samsung Galaxy Z Fold6 activated on the Freedom Mobile network on a 24-month services agreement. Must be on a minimum $45+/mo. plan (plan price includes $5 x 18mo. credit and Digital Discount). Must be legal owner of the phone traded in. Maximum 1 phone per trade-in. The $480 bonus value is available to customers as a MyTab Bonus savings for those who trade-in an eligible old model of Samsung Galaxy Note series, Samsung Galaxy S series, or Samsung Galaxy Z Series phone with a trade-in value of at least $1. The $359 bonus value is available to customers as a MyTab Bonus savings for those who trade-in any other eligible phone with a trade-in value of at least $1. The total value of trade-in credit depends on the phone condition. MyTab Bonus Savings are applied after taxes and at the time of purchase on the price of the Samsung Galaxy Z Flip 6 or Samsung Galaxy Z Fold 6. The MyTab Bonus Savings will be applied against the upfront cost or the MyTab charge of the phone and following the application of the phone value trade-in credit. Any unused portion of the MyTab Bonus Savings will be forfeited and may not be used towards the purchase of any other product or service and may not be redeemed for cash. MyTab Additional Terms of Service apply – see freedommobile.ca/MyTab. Early cancellation fees apply. To receive the credit, your account must remain in good standing. This offer cannot be combined with any other promotional service credit offer. If you downgrade from your plan within 24 months to a plan that is not eligible for a MyTab Savings discount, or to a plan that is only eligible for a lower MyTab Savings discount amount, then you will be charged a fee equal to all, or a prorated part, of the discount received. Offer can be combined with eligible TradeUp credit. TradeUp Additional Terms of Service apply – see freedommobile.ca/en-CA/tradeuptandc. Applicable taxes extra.
All services subject to Freedom Mobile’s Terms of Service, Internet Traffic Management Policy, Fair Usage Policy and Privacy Policy. Samsung Galaxy Z Flip6 and Samsung Galaxy Z Fold6 are registered trademarks of Samsung Electronics Co. Ltd. Screen images simulated.
20. Data By The Gig
Purchase 4G LTE Data when you need it. To purchase, visit My Account.
21. Purchase a Samsung Tab A9+ and save $160 over 24 months on tablet plan
Offer is available until September 4, 2024, or while quantities last, at participating Freedom Mobile retail locations, and is subject to change or cancellation without notice. A one-time connection fee of up to $45 will apply to each new tablet activation or upgrade. To be eligible for the promotion, you must activate a new service on, or upgrade to, a Samsung Galaxy Tab A9+ with a $15/mo. tablet plan on a 24-month services agreement during the promotion period. You’ll receive $160 in service credits applied as a $6.67 monthly credit on your account for up to 24 months to a maximum of $160. The credits will start to be applied before tax prior to your 2nd full month of service. The credits will be applied as long as your account is in good standing (not suspended or cancelled) and as long as you continue to be eligible. Your service will no longer be eligible for the promotion if you: a) change your rate plan to an ineligible plan or b) return your tablet. 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. The promotion may not be combined with any other recurring discount promotions. MyTab Additional Terms of Service apply – see freedommobile.ca/en-CA/terms-of-service. Applicable taxes extra.
22. 15-Day Money Back Guarantee:
If you find that you and your new Freedom Mobile postpaid plan aren’t a perfect match within 15 days, and you have not used more than 50% of the monthly data allotment included with your service, we will provide a refund of your monthly plan fee. We will also refund any connection fee you paid to activate your postpaid service. To take advantage of this guarantee, you must cancel your Freedom postpaid wireless service within 15 days of activation. No early cancellation fee will be charged, but you will be required to pay for any pay-per-use usage charges that you incurred, including long distance minutes and roaming charges. Prepaid plans are not eligible for this guarantee.
23. Apple Watch Series 10 42mm on Us offer
Offer is available until October 31, 2024, or while quantities last, at participating Freedom Mobile retail locations only, and is subject to change or cancellation without notice. A one-time connection fee of $45 will apply to each phone and watch activation or upgrade. To be eligible for the promotion, you must:
Activate a new service on, or upgrade your phone to, an iPhone 16, iPhone 16 Plus, iPhone 16 Pro, or iPhone 16 Pro Max with MyTab and with in-market Can-U.S.-Mex 100GB + 5G + Roam Beyond 30GB Limited phone plan.
Within 30 days, activate a new service on, or upgrade to, Apple Watch Series 10 42mm with MyTab on $10/mo. Watch Plan.
Both phone and watch must be activated on the same account by the offer end date, each on an eligible plan and each on a 24-month services agreement. For Apple Watch Series 10 on Us, you’ll receive $679 in service credits applied as a $28.30 monthly credit on your account for up to 24 months to a maximum of $679 to offset the 24 months MyTab charge on your Watch line. The credits will start to be applied to your account as a bill adjustment before tax on your 2nd bill. The credits will be applied as long as your account is in good standing (not suspended or cancelled) and as long as you continue to be eligible. 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 either phone or watch; or c) cancel either phone or watch service. 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. The promotion may not be combined with any other recurring discount promotions, except for Digital Discount and $5/Month Credit for 18 Months Offer. For Digital Discount program details and how to redeem your $5 monthly discount, visit freedommobile.ca/digitaldiscount. For $5/Month Credit for 18 Months Offer, see #14 above. MyTab Additional Terms of Service apply – see freedommobile.ca/MyTab. Applicable taxes extra.
25. Purchase a Samsung Tab A9+ and save $160 over 24 months on tablet plan
Offer is available until December 31, 2024, or while quantities last, at participating Freedom Mobile retail locations, and is subject to change or cancellation without notice. A one-time connection fee of up to $45 will apply to each new tablet activation or upgrade. To be eligible for the promotion, you must activate a new service on, or upgrade to, a Samsung Galaxy Tab A9+ with a $15/mo. tablet plan on a 24-month services agreement during the promotion period. You’ll receive $160 in service credits applied as a $6.67 monthly credit on your account for up to 24 months to a maximum of $160. The credits will start to be applied before tax prior to your 2nd full month of service. The credits will be applied as long as your account is in good standing (not suspended or cancelled) and as long as you continue to be eligible. Your service will no longer be eligible for the promotion if you: a) change your rate plan to an ineligible plan or b) return your tablet. 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. The promotion may not be combined with any other recurring discount promotions. MyTab Additional Terms of Service apply – see freedommobile.ca/en-CA/terms-of-service. Applicable taxes extra.
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 (excluding 4G plans), 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 with data allotment (excluding 4G plans), 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.