Devices

Devices & MyTab

How does MyTab work?

What is MyTab?

For a monthly fee, MyTab lets you reduce the amount you pay upfront on a phone by putting a portion of it on a tab which gets paid off as you pay your monthly bills. You can select from a number of MyTab Boost tiers ($5, $15, $25, $35, $40 or $50/month) with each tier increasing the amount of money you’ll get towards the price of a new phone, thereby lowering the upfront cost.

Your MyTab balance decreases by an equal amount each month. The reduction is calculated by dividing your MyTab balance by the number of months left in your 24 month term from the date of purchase.

If you need to leave Freedom Mobile before you've paid off your MyTab it’s no problem as you’re not locked in. Just pay whatever balance is owing on your MyTab when you leave. Plus, with MyTab, you have the option to make larger payments if you wish. 

Any eligible Pay After customer can use MyTab towards the purchase of a new phone. Eligibility is determined by a credit check, so make sure to bring a valid credit card and government photo ID when you visit a Freedom Mobile store to get a new phone on MyTab. Depending on your eligibility, you may qualify for more than one MyTab- but you can't have more than one MyTab per line.

Can I transfer my MyTab Balance?
We’re sorry, but you cannot transfer your MyTab Balance. You can transfer the ownership, but you will need to pay the remaining MyTab Balance first.

How do I check my MyTab Balance?
You'll see your current MyTab Balance on your monthly bill. You can also check your MyTab balance at any time by logging in to My Account with your phone number and PIN.

Where can I find a copy of the MyTab terms and conditions?
View our MyTab Terms & Conditions.

What kind of accessories can I buy for my phone?

Accessories vary by location. Visit the store closest to you, and we will be happy to help you find the right accessories for your device.

How do I upgrade my phone?

You can always buy a new phone, whenever you want, at full price. If you want to use MyTab to reduce the purchase price of your phone, log into your My Account to check your eligibility.

If you are eligible for a MyTab upgrade, you can order a new phone directly through My Account, or by having one of our call centre agents assist you. You can also visit us at any of our stores to upgrade your phone if you prefer to see the options in person.

I already have a MyTab, am I eligible for an upgrade?
If you currently have an active MyTab, you may still be able to upgrade. The original MyTab must be at least twelve months old, and you’ll have to pay off your existing MyTab balance when you get your new phone.

I have Pay After service, but brought my own phone. Do I qualify for an upgrade?
The easiest way to find out is to log into your My Account and check your eligibility. If you qualified for MyTab when you first activated with us you should be able to take out a new MyTab whenever you need a new phone.

What is a Lightly Loved phone?

A Lightly Loved phone has been returned to us within 2 weeks from the purchase date in working order,  without physical damage and has been refurbished.

Do you sell the iPhone?

At this time, we do not officially sell iPhone, however, we offer SIM Cards that are compatible with most unlocked iPhone 5, 5c and 5s models, along with iPhone 6, 6 Plus, 6s and 6s Plus models. We welcome you to join the thousands of iPhone users who are already enjoying our unlimited services.  Visit one of our stores to purchase a SIM Card.  

Not sure if your iPhone is compatible? Start here:

iPhone 6s
Model(s): A1633, A1688

iPhone 6s Plus
Model(s): A1634, A1687

iPhone 6
Model(s): A1549 (GSM); A1549 (CDMA) A1586

iPhone 6 Plus
Model(s): A1522 (GSM); A1522 (CDMA); A1524

iPhone 5s
Purchase Date: After September 20th, 2013
Model Number: A1533

iPhone 5c
Purchase Date: After September 20th, 2013
Model Number: A1532

iPhone 5
Purchase Date: After April 11th, 2013
Model Number: A1428
Serial Number: Must contain the following sequence
White 16GB - FH1C
Black 16GB - FH19
White 32GB - FH1D
Black 32GB - FH1F
White 64GB - FH1G
Black 64GB - FH1H

Please note: Currently, we are not an authorized dealer of Apple Canada, as a result, certain proprietary software has not been made available to the fullest extent in an official capacity.

The original iPhone, iPhone 3G, iPhone 3Gs, iPhone 4 and iPhone4s are not compatible with our network.

How do I set up my compatible iPhone?

Below you will find the steps necessary to enable select features on a compatible iPhone. The following iPhone models are generally compatible with the Freedom Mobile network:

· iPhone 5 / 5c / 5s
· iPhone 6 / 6 Plus
· iPhone 6s/ 6s Plus
· iPhone 7 / 7 Plus
· iPhone 8 / 8 Plus
· iPhone X

Note: For iPhone 8 / 8 Plus / X models, users must manually select the LTE option prior to adding internet.freedommobile.ca to both 'cellular' and 'LTE' APNs.
See more information about which iPhones work with our network.

IMPORTANT: Please make sure your iPhone is connected to a Wi-Fi network or a computer with iTunes.

3G Data
  • Step 1: Open the Settings App
  • Step 2: Tap Cellular followed by Cellular Data Options (iOS 9.3.1 or higher) or Cellular Data Network
  • Step 3: Under the heading Cellular Data Network (iOS 9.3.1 or higher) or Cellular Data, enter the following information:

    APN: internet.freedommobile.ca
    All Other Fields: leave blank

LTE Data
  • Step 1: Open the Settings App
  • Step 2: Tab Cellular followed by Cellular Data Options (iOS 9.3.1 or higher) or Cellular Data Network
  • Step 3: Tap Voice and Data then select LTE
  • Step 4: Go back and under LTE Setup enter the following information:

       APN: internet.freedommobile.ca
       All Other Fields: leave blank


Picture messaging (MMS)
  • Step 1: Open the Settings App
  • Step 2: Tap Cellular followed by Cellular Data Options (iOS 9.3.1 or higher) or Cellular Data Network
  • Step 3: Under the heading Cellular Data Network (iOS 9.3.1 or higher) or Cellular Data, enter the following information:

    APN: MMS.freedommobile.ca
    MMSC: http://mms.freedommobile.ca
    Proxy: 74.115.197.70:8080
    All Other Fields: leave blank

Facetime
  • Step 1: Open the Settings App
  • Step 2: Tap FaceTime
  • Step 3: Ensure “You can be reached by FaceTime at (appleID)” is selected.

iMessage
  • Step 1: Open the Settings App
  • Step 2: Tap Messages
  • Step 3: Tap Send & Receive
  • Step 4: Confirm the following is selected: “You can be reached by iMessage at (appleID)”
PLEASE NOTE: Currently, we are not an authorized dealer of Apple Canada, as a result, certain proprietary software has not been made available to the fullest extent in an official capacity. 


Personal Hotspot
  • Step 1: Open the Settings App
  • Step 2: Tap Cellular followed by Cellular Data Options (iOS 9.3.1 or higher) or Cellular Data Network
  • Step 3: Under the heading Cellular Data Network (iOS 9.3.1 or higher) or Cellular Data, enter the following information:

    APN: internet.freedommobile.ca
    Leave all other fields blank (Username and Password)
    Go back to Settings menu and "Personal Hotspot" will be visible
PLEASE NOTE: Make sure that a SIM is inserted into the device and that it has successfully registered before adding the APNs. "Personal Hotspot" menu is visible under Settings menu only if APN has been previously added under Cellular Data menu. 

How do I get the latest software on my phone?

We work with every phone manufacturer to get you the latest operating system updates for your phone. If you're not sure you're up to date, there are other ways to check:

  • On your phone settings menu, follow the prompts to check for the latest software. You can also set some phones to check for updates automatically. In that case the phone will prompt you whenever the newest software becomes available. 

What do I do if my phone is lost or stolen?

If your phone has been lost or stolen, you should suspend your line as soon as possible in order to prevent any fraudulent charges.

Call Us
Call Customer Care at 1-877-946-3184 so we can freeze your service right away and blacklist your phone. If you're out of the country and need to reach us, call us at + 1-647-700-1611.

Pay After Only
The fastest way to freeze your service is to log into My Account, go to Manage Features section and choose Suspend My Service. This will not blacklist your device.

What happens when I’m suspended?
You will still be responsible to pay your minimum monthly charges while your service is suspended, however you are no longer at risk of additional charges, like long distance.

If you want to block the ability for your lost/stolen phone to be used on any Canadian network, please let us know. We will be happy to help if you are able to provide proof of purchase for the particular device.

How can I reactivate a lost phone that was found?

If you reported your phone lost or stolen to us, we may have added a restriction to the service and listed the phone’s serial number on the national black list.  

 

To remove these restrictions, call us at 611 from your phone or 1-877-946-3184 with any security information you were given at the time the restriction was added.

 

Pay After Only
If you suspended the service online, log into My Account and go to the Manage Features section then select Resume My Service.

 

How do I unlock my phone?

Unlocking Phones Purchased from Us
You can get an unlock code for a phone purchased from us by calling customer care if you meet these conditions:

  • 1. You must have had active service with us for more than 90 days, unless you bought your device outright (then you can request the code immediately)
  • 2. Your service must be active, or fully paid up if the service is cancelled
  • 3. You must pay the unlock code fee ($30)

IMPORTANT: Entering an incorrect unlock code too many times will result in permanently damaging your device. Your phone will normally warn you regarding the number of attempts still allowed.

General unlocking instructions for all devices:

  • 1. Turn off your phone
  • 2. Insert a SIM card from another carrier
  • 3. Turn your phone back on
  • 4. Your phone will ask for your unlock code, enter it now
  • 5. If you cannot access data services, manually enter the new carrier’s APN setting.

Want to bring an unlocked phone to us? Learn more about bringing your own phone.

What is your return/exchange policy?

If you find you and your new Freedom Mobile product(s) aren’t a perfect match within 15 days, you can refund or exchange it. Returns and exchanges will only be accepted for products that are in ‘new’ or ‘like new’ condition, including all included accessories.

For items that are eligible for return, make sure you have all your original packaging and your purchase receipt (if you ordered online, you’ll need your shipping confirmation email), and keep in mind that we will allow you to do this only once for each of your Freedom Mobile phone numbers.

Purchases from a Retail Store
If you’ve purchased your product from one of our retail locations, you must return to the same location where you made your purchase.

Online and Call Centre Purchases
If you’re product was ordered online or over the phone, visit our Returns or Exchanges for Hardware Upgrades page.
 
Top-up Vouchers
Unfortunately, Top-up Vouchers (used with Pay Before accounts) are not eligible for refunds.

Where should I go to return my purchase?

I purchased my device at a retail store
If you’ve purchased your product from a retail location, you must return to the same location where you made your purchase.

I ordered my device online or over the phone
If your product was ordered online or over the phone, get more information about returns or exchanges for hardware upgrades.

How do I get my broken phone fixed?

Check out our Warranty & Repair page for full details on phone repairs.

You might also be interested in learning about the Phone Protection Plan.
Can I get a loaner phone while mine is being fixed?
While your phone is being diagnosed and repaired, we will do our best to provide a loaner device with a similar operating system. For example, if you have an Android smartphone we will try to lend you an Android device, subject to availability.

When using a loaner phone, you will be able to keep your phone number. When your repaired phone is returned to you, your phone number will transfer back to your own device.

Available loaner models may vary. 

Is my device under warranty?

Manufacturer’s Warranty
The manufacturer's limited warranty for defects to your phone is valid for one year from the date of purchase, with the original bill of sale. There are some exceptions, such as Lightly Loved devices, which will be noted on the bill of sale.

Problems in the First 15 Days
If your device proves to be faulty within the first 15 days of purchase, return it to the original store where you purchased your device, and upon determining your device’s warranty eligibility we will exchange it for a new device at no extra charge. The faulty device must be in pristine condition, and all accessories and packaging should be returned in order to receive a replacement device.

Problems After the First 15 Days
After the 15th day and up until the 365th day after (and including) the date of purchase, you can visit a participating Warranty Centre where we will send your device away for repair if the store representative is unable to resolve the problem. Fees or deposits may apply depending on the problem and the options you choose.

Check out the Warranty & Repair page for details on how to get a broken phone repaired.

Phone Protection Plan
In addition to the warranty provided by the phone manufacturer, you may be eligible to subscribe to the Phone Protection Plan at the time of purchase.

Exclusions
The manufacturer’s limited warranty does not cover defects or damage caused by: improper storage; damage from liquids; unauthorized modification; misuse; neglect; abuse; accidents; alteration; improper installation; abnormal operating conditions; events outside of human control (such as natural disasters).

Do you provide tech support for a device I bought from somewhere else?

If we did not sell you the device we can only provide limited support, including things like how to configure general settings. Unfortunately we are not able to troubleshoot or provide extensive support for devices we did not sell.

How do I return my recalled Samsung Galaxy Note7?

***Samsung Canada announces update on return and exchange of Note7 devices.***


In light of Samsung’s announcement, Freedom Mobile is accepting the return of all recalled Note7 devices that were originally purchased from our stores, or provided as a replacement by Samsung to a Note7 originally purchased from us.

Visit the original place of purchase to exchange the Note7 for a new device or to return for a full refund. A proof of purchase will be requested.

If you took advantage of our loaner phone program, you must return to the Warranty Centre where you received the loaner to:
- Return the loaner device,
- Complete an exchange for a new device or return for a full refund

If you took advantage of the Trade-In Credits or Trade-In Promo Credits:
- You can choose to return your Note7 and accessories for a full refund of the price paid.
- You can have your credits applied to the cost of a new device and you will be refunded any difference in the net price

We regret the experience this has created, and are moving quickly to make every concession possible to provide an alternate device.

The internet is not working my phone, how do I configure data?

If you have purchased a compatible phone from another retailer or wireless carrier, and it is unlocked, you will need to configure the APN settings to access data services like the internet.

Automatic First Time APN Configuration
The first time that our network detects the unique combination of your device serial number and your SIM card, you will receive a text message with instructions for how to configure your phone.

In most cases, we can send you the settings wirelessly, and all you need to do is accept the notification to install them.

Request Automatic Configuration
If you did not accept the automatic configuration or have deleted your APN settings when resetting your phone, you can send a text message to us to request them again.

1. Create a new text message to this short code: 41111
2. In the message, type: setup 

Manual APN Configuration
If your device cannot accept the settings wirelessly, you will need to make the changes yourself. Instructions that work for most devices can be found below:

See APN settings for most Android phones.
See APN settings for compatible iPhones.

What are the APN settings for my mobile hotspot or tablet?

APN (static): internet.freedommobile.ca ; Access number: *99# ; No username or password needed.

What's the APN to access the internet from my SIM?

APN (static): internet.freedommobile.ca ; Access number: *99# ; No username or password needed.

How do I manually setup my Android phone to access the internet? (APN / MMS)

Steps: Android 4.0 or higher
Note: These steps are for stock Android devices (Nexus handsets). Other Android devices use the same method but may rename some of the options and the appearance with their own user interface on Android.
Internet Setup
  • Step 1: Enter Settings
  • Step 2: Select Wireless & Networks
  • Step 3: Select More…
  • Step 4: Select Mobile Networks
  • Step 5: Ensure Data Enabled is checked (enabled)
  • Step 6: Select Access Point Names
  • Step 7: Create a new APN (Select Menu, followed by New APN). Enter Data as the name for the new APN. Under the headings APN enter internet.freedommobile.ca (leave all other fields blank).
  • Step 8: Save the APN settings by selecting menu and then save.
Picture Messaging (MMS)
  • Step 1: Enter Settings
  • Step 2: Select Wireless & Networks
  • Step 3: Select More…
  • Step 4: Select Mobile Networks
  • Step 5: Ensure Data Enabled is checked (enabled)
  • Step 6: Select Access Point Names
  • Step 7: Create a new APN (Select Menu, followed by New APN). Enter MMS as the name for the new APN. Under the following information in the listed headings:
    • APN: mms.freedommobile.ca
    • MMSC: http://mms.freedommobile.ca
    • MMS Proxy: 74.115.197.70
    • MMS Port: 8080
    • MCC: 302
    • MNC: 490
    • APN Type: mms
    • Leave all other fields blank

Steps: Android 2.1 to 2.3

Internet setup

  • Step 1: Enter Settings
  • Step 2: Select Wireless & Networks
  • Step 3: Select Mobile Networks
  • Step 4: Ensure Data Enabled is checked (enabled)
  • Step 5: Select Access Point Names
  • Step 6: Create a new APN (Access Point). Enter any name you would like to call your internet connection
  • and the access point as internet.freedommobile.ca (leave all other fields blank)
Picture Messaging (MMS) setup
  • Step 1: Enter Settings
  • Step 2: Select Wireless & Networks
  • Step 3: Select Mobile Networks
  • Step 4: Ensure Data Enabled is checked (enabled)
  • Step 5: Select Access Point Names
  • Step 6: Create a new APN (Select Menu, followed by New APN). Enter MMS as the name for the new APN. Under the following information in the listed headings:
    • APN: mms.freedommobile.ca
    • MMSC: http://mms.freedommobile.ca
    • MMS Proxy: 74.115.197.70
    • MMS Port: 8080
    • MCC: 302
    • MNC: 490
    • APN Type: mms
    • Leave all other fields blank

How do I manually setup my Blackberry phone to access the internet?  (APN / MMS)

Steps: BlackBerry OS 7
  • Step 1: Locate and select Options
  • Step 2: Scroll to and select Device
  • Step 3: Scroll to and select Advanced System Settings
  • Step 4: Scroll to and select TCP IP
  • Step 5: Verify APN Settings Enabled is checked marked as enabled.
  • Step 6: Input internet.freedommobile.ca (leave all other fields blank).
    Note: If APN settings are already populated to a different carrier, you will need to press the menu key and select edit.
  • Step 7: Press the Back key and save the settings.

Steps: BlackBerry 10
  • Step 1: Locate and select the Settings icon from the list of applications on your BlackBerry 10 device.
  • Step 2: Select the second option Network Connections.
  • Step 3: Select Mobile Network.
  • Step 4: Ensure Data Services is toggled to On.
  • Step 5: Tap the Settings icon on the bottom of the screen located to the right of the back arrow key.
  • Step 6: Under Access Point Name (APN), enter internet.freedommobile.ca (leave all other fields blank).
  • Step 7: Select Save.
  • Step 8: Restart your BlackBerry 10 smartphone.

For BlackBerry MMS APN,

  • 1. Enter “Text Messages”
  • 2. Settings -> Select Text Messages (Change SMS and MMS Settings) -> Select “Advanced”...
    Under MMSC URL: Enter “http://mms.freedommobile.ca  
  • Proxy URL: 74.115.197.70:8080

How do I manually setup my Windows phone to access the internet?  (APN / MMS)

Steps: Windows Phone 7 and up
Internet Setup
  • Step 1: Locate and select Settings
  • Step 2: Scroll to and select mobile network
  • Step 3: Scroll to and select add internet apn
  • Step 4: Under the APN heading, input internet.freedommobile.ca as the APN (leave all fields blank).
  • Step 5: Save APN, by selecting the floppy disk icon on the bottom left hand of the touch screen.
Picture Messaging Setup (MMS)
  • Step 1: Locate and select Settings
  • Step 2: Scroll to and select mobile network
  • Step 3: Scroll to and select add mms apn
  • Step 4: Input under the following under the listed headings:
    • APN: MMS.windmobile.ca
    • MMSC: http://mms.freedommobile.ca
    • Leave all other fields blank
  • Step 5: Save the new settings.

How do I manually setup my Nokia / Symbian phone to access the internet?  (APN / MMS)

Steps: (Nokia) Symbian
  • Step 1: From the menu, select Applications
  • Step 2: Locate and select Connectivity
  • Step 3: Locate and select Connection Manager
  • Step 4: Select Destinations
  • Step 5: Create a new destination with the access point as internet.windmobile.ca (you may have to delete previous destinations for your Symbian handset to use the new settings to route your data requests)
  • Step 6: Ensure under Connection Mgr., Data use in home country is set to Wi-Fi and Cellular networks
MMS Settings:
  • • APN: mms.freedommobile.ca
  • • MMSC: http://mms.freedommobile.ca
  • • MMS Proxy: 74.115.197.70
  • • MMS Port: 8080
  • • MCC: 302
  • • MNC: 490
  • • APN Type: mms
  • • Leave all other fields blank

What if I have an issue that will take longer to fix than my buyer’s remorse return period lasts?

If you have a network or coverage issue it might take longer to fix than the 15 days you have to return your device under our buyer’s remorse return policy. We do not recommend to wait for network expansion or improvements if the problem is happening in an area that is important to you.

You will need to make a decision about the importance of the issue before your buyer’s remorse period expires, because you will not be able to return your phone afterwards.

What is an IMEI number?

An International Mobile Equipment Identity number (IMEI) is a unique 14-16 digit serial number which identifies your wireless device, be it a phone, tablet or mobile hotspot.

IMEI numbers are used to combat theft by "blacklisting" or blocking a stolen device from accessing any mobile network. This is done by the device's owner, who contacts their network provider to report the device as lost or stolen.

Why won’t my phone connect to LTE?

Connecting to Freedom Mobile’s LTE network
You need a Freedom Mobile LTE-ready phone, such as the LG V20 or ZTE Grand X 4. The phone must have the latest software update. We recommend updating the phone while connected to Wi-Fi as the software update is large.

You must be subscribed to the Smartphone LTE Plan.

Freedom Mobile LTE service is currently available in Toronto and Vancouver, and will be rolled out to other markets throughout 2017. Check our coverage map for expansion details.

How to update the software on the LG V20 or ZTE Grand X 4
· Download updates using Wi-Fi.
· Have your phone fully charged or plugged in. 
· Follow the step-by-step instructions on our Software Installation Guide.