Accessibility

Freedom Mobile is committed to enhancing the level of service to our customers by providing the following accessibility services to customers with special needs.

The Wireless Code and CCTS

Accessibility Text with 9-1-1 ( T9-1-1)

Text with 9-1-1 ( T9-1-1) will be available at Freedom Mobile on 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 talking enables faster communication than Texting, and there is a small chance that 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 remain in good standing at all times in order to remain eligible to use the T9-1-1 service. User activities that result in a lapsed subscription or unsubscription from Freedom Mobile will result in your loss of eligibility to use the T9-1-1 service.

Alcatel

One Touch m'Pop

One Touch OT-990

Alcatel PIXI 4

BlackBerry

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

Haier

Z219

HTC

Desire 530

Amaze

ONE S

ONE

M7

M8

M9

Desire 626S

Huawei

Ascend Mate

Ascend P1

Ascend D1

Ascend P6

Y215

G312

G7

Mate 1

U8651

U8350

Nexus 6P

GR5W

Ascend Mate 2

Y635

LG

Nexus 5

G2

Nexus 4

P999

L9

G4

G Stylo

Nexus 5X

F4NR

G Pad IV 8.0

G5

G6

Q6

K4

Stylo II Plus

Stylo III Shiny Titan

Stylo III Plus

V20

V30

X Power

X Power 2

Stylo 3 Plus

Motorola

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

Samsung

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 Ace 2 e

Galaxy Grand Prime

Galaxy S7

Galaxy S7 Edge

Galaxy A5

Galaxy Core

GS5 Neo

J1

J3 Grey

Galaxy S8

Galaxy S8 2

XCover 4

Sony

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

Teletypewriter – TTY Service 7-1-1

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 are able to dial 7-1-1 through the Freedom Mobile network. To see what devices support TTY visit a Freedom Mobile store or get further information at wirelessaccessibility.ca

IP Relay Service

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 (subject to change).

To start using the IP Relay service, Freedom Mobile subscribers must register by completing the application form (PDF). The application form can be submitted via one of the following options:

Mail: Freedom Mobile 200– 3671 Uptown Boulevard Victoria, B.C. V8Z 0B9

Fax: 1-866-418-4145

Email:  info@freedommobile.ca

Directory assistance for the visually impaired

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 call the call centre at 611 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 remain in good standing at all times in order to remain eligible for this credit. User activities that result in a lapsed subscription or unsubscription from Freedom Mobile will result in loss of the eligibility for this credit.

Accessibility Plan (text and data only)

Freedom Mobile offers a variety of plans that offer large amounts of data, unlimited global text messaging, picture and video messaging. 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. All of our Big Gig plans also enable the use of Text-to-911, where available.

BIG Gig 10GB

Freedom Network

Data: 10GB full-speed data

Text: Unlimited global text, picture and video messaging

Nationwide Network

Data: 500MB full-speed data

Text: Unlimited global text

$50/mo with Digital Discount*

Regular price: $55/mo

BIG Gig 15GB

Freedom Network

Data: 15GB full-speed data

Text: Unlimited global text, picture and video messaging

Nationwide Network

Data: 1GB full-speed data

Text: Unlimited global text

$70/mo with Digital Discount*

Regular price: $75/mo

BIG Gig 20GB

Freedom Network

Data: 20GB full-speed data

Text: Unlimited global text, picture and video messaging

Nationwide Network

Data: 2GB full-speed data

Text: Unlimited global text

$90/mo with Digital Discount*

Regular price: $95/mo

For more details on our Data Plans click here.

Alternative format contracts, invoices and other information

Freedom Mobile will provide customers a copy of their contract, invoices and other information in an alternative format for people with disabilities upon request and at no charge.

Extended trial period

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.

Contact Us

Call us

Dial

611 from your Freedom Mobile phone

Call us

1-877-946-3184 or +1-647-700-2435 (if outside North America)

Hours of operation

8am to 10pm local time (7 days a week)

Tweet or Message us

Twitter: @freedomsupport

Facebook: frdmmobile

Email us

Send us an email

Send us a letter

Freedom Mobile

207 Queens Quay West, Suite 710, PO Box 114, Toronto, Ontario, M5J 1A7 Canada

Terms & Conditions

* MyTab monthly payment required.  Offer subject to change or cancellation without notice. Taxes, government fees and pay-per-use charges are extra. Early cancellation fees apply. All Freedom Mobile services are subject to our Terms of ServiceMyTab Additional Terms of ServiceFair Usage Policy and Privacy Policy.

Applicable taxes extra.

Data Packages Packages are valid for the duration purchased, after which any unused data is forfeited. Only Customers with access to data within their rate plan, either through pay per use or a rate plan data allotment (for example 8GB rate plan), are eligible to purchase the package.

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” (Freedom Big Gig 10GB/15GB/20GB, Freedom Big Gig + Talk 5GB/10GB/15GB/20GB, Freedom Data Plan 1GB, Freedom 250MB/500MB/2GB, Freedom LTE+3G 9.5GB Promo, Freedom Nationwide Talk/Talk + Text, or Promo 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 ServiceInternet Traffic Management PolicyFair Usage Policy and Privacy Policy.

π Based on number of access points.

Map is not an accurate depiction of Wi-Fi coverage.

Actual coverage may vary. See map in Freedom Wi-Fi app for actual locations.

˄ Freedom LTE + 3G 9.5GB Promo Plan

˄ The Freedom LTE+3G 9.5GB Promo plan is a promotional plan with a recurring charge of $48 per month (before Digital Discount), available on either Prepaid or Postpaid lines, that is available for a limited time and is subject to change or cancellation without notice. The included 9.5GB of data per month is comprised of 3GB of Fast LTE data, which will be consumed first, plus 6.5GB of 3G speed data, which will be consumed only after the Fast LTE data is depleted.

Bring Your Own Phone Service Credit Offer

The $120 Bring Your Own Phone Service Credit Offer is available for a limited time at participating Freedom Mobile retail locations only, and is subject to change or cancellation without notice. To be eligible for the promotion, you must activate a new Postpaid or Prepaid line during the promotion period. Eligible plans are the Freedom Big Gig 10GB, 15GB and 20GB plans, or the Freedom Big Gig + Talk 5GB, 10GB, 15GB and 20GB plans. The promotion may not be combined with any other in-market offer, with the exception of any qualifying bonus data offers, Better Together Savings, and the Refer a Friend program. Your service will no longer be eligible for the promotion if you: a) Change 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. You'll receive a $10 monthly credit applied to your account for up to 12 months to a maximum of $120. The credits will start to be applied to your account as a top-up credit before tax on your 2nd top-up date (for Prepaid customers), or as a bill adjustment before tax on your 2nd bill (for Postpaid customers). 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. All services subject to Freedom Mobile’s Terms of ServiceFair Usage Policy and Internet Traffic Management Policy.

Bonus 2GB and 3GB Offer

The promotion is available for a limited time and is subject to change or cancellation without notice. The bonus 2GB of data is available on either a Prepaid or Postpaid line for new activations or hardware upgrades on the Freedom 2GB plan during the promotional period. You will receive an additional two (2) gigabytes of data per month as long as you remain active and in good standing on the Freedom 2GB plan. The bonus 3GB of data is available on either a Prepaid or Postpaid line for new activations or hardware upgrades on an “Eligible Plan” (Freedom Big Gig 10GB/15GB/20GB, or Freedom Big Gig + Talk 5GB/10GB/15GB/20GB) during the promotional period. You will receive an additional three (3) gigabytes of data per month as long as you remain active and in good standing on the Eligible Plan. All services subject to Freedom Mobile’s Terms of ServiceFair Usage Policy Internet Traffic Management Policy and Privacy Policy.

Δ Belleville, Brockville, Cobourg, Cornwall, Pembroke, Red Deer, Victoria Limited Time Offer

Δ Offer is available for a limited time to residents of Belleville, Brockville, Cobourg, Cornwall, Pembroke, Red Deer, Victoria and is subject to change or cancellation without notice. $43.75 is based on a 25%/month discount off a $65 plan and with the $5 Digital Discount, for up to 6 months. To be eligible for the offer, you must sign up for a new Postpaid line on an “Eligible Plan” (current in-market plans with a recurring rate plan charge of $60 per month or higher), and have a unique promo code applied by the retail store representative during the promotion period. You will receive a 25% discount off the monthly price of the Eligible Plan for up to 6 months as long as you remain active, in good standing, and subscribed to an Eligible Plan. The 25% discount does not apply to phone hardware, MyTab or Monthly MyTab Charges, pay per use services, or add-ons. 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 any other in-market offer, with the exception of Digital Discount, Better Together Savings, or the Refer a Friend program. 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. Applicable taxes extra. All services subject to Freedom Mobile’s Terms of ServiceFair Usage Policy and Internet Traffic Management Policy.

Big Binge Bonus

The 50GB Big Binge Bonus offer is available for a limited time and is subject to change or cancellation without notice. To get the 50GB Big Binge Bonus, you must activate a new service or upgrade your phone on an “Eligible Plan” (rate plan with a recurring charge of $60 per month or higher) with MyTab on a 24 month services agreement during the promotion period. Bonus 50GB of data will only be used after you have used up all the Fast LTE data in your rate plan each month and, once the total 50GB of bonus data is depleted, it will not be replenished. The bonus data is only available to be used on the Freedom network, and will remain available on your account for as long as you remain an active customer in good standing on an Eligible Plan. If you downgrade your rate plan or cancel your MyTab, any remaining bonus data will be removed from your account. Applicable taxes extra. All Freedom Mobile services are subject to our Terms of ServiceMyTab Additional Terms of ServiceFair Usage PolicyInternet Traffic Management Policy and Privacy Policy.

Samsung Beyond Trade-In Offer

Offer is for a limited time only, while supplies last, and is subject to change or cancellation without notice. Samsung Galaxy S10/S10+/S10e purchased must be activated on the Freedom Mobile network. Must be legal owner of the phone traded in. Maximum 1 phone per trade-in. Purchase an S10+ (128 GB) and receive $508 in MyTab Savings when trading in a phone, on $50+ plans. Purchase an S10 (128 GB) and receive $516 in MyTab Savings when trading in a phone, on $50+ plans. Purchase an S10e (128 GB) and receive $516 in MyTab Savings, on $50+ plans.  An additional trade-in credit may apply depending on the value of the phone traded in, up to $300, and is applied after taxes; not all phones will get a trade-in credit. Applicable taxes extra. See freedommobile.ca/tradeins for more details. Samsung Galaxy S10, S10+, and S10e are registered trademarks of Samsung Electronics Co, Ltd. Screen images simulated. The Freedom Mobile name and logos and other words, titles, phrases, marks, logos, icons, graphics are trademarks of Freedom Mobile Inc.

Samsung Galaxy Tab A &  Promo Tablet 15 Plan

The Samsung Galaxy Tab A and Promo Tablet 15 plan are available for a limited time and are subject to change or cancellation without notice. To save $279 on the Samsung Galaxy Tab A, you must activate a new Postpaid line on the Promo Tablet 15 plan, along with a $0 Monthly MyTab Charge on a 24-month services agreement, at a participating Freedom Mobile retail location. Early cancellation fees apply. If you migrate from the Promo Tablet 15 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 $279 in savings received, or move you back to the Promo Tablet 15 plan. To be eligible for the Promo Tablet 15 plan, with a recurring rate plan charge of $15 per month, you must activate a Postpaid line with the Samsung Galaxy Tab A with MyTab on a 24 month services agreement. If any other device is activated with this plan, Freedom Mobile reserves the right to cancel your MyTab and/or move you to the Freedom 2GB plan. These offers may not be combined with any other in-market offer. Applicable taxes extra. All Freedom Mobile services are subject to our Terms of ServiceMyTab Additional Terms of ServiceFair Usage PolicyInternet Traffic Management Policy and Privacy Policy. © 2019 Samsung Electronics Canada Inc. All rights reserved. Samsung and Samsung Galaxy are trademarks or registered trademarks of Samsung Electronics Co. Ltd., used with permission. Screen image simulated.

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