Network coverage

Network & Roaming

Where can I use your service?

You should ensure that your home – or the location where you use your phone the most – is within our Home network coverage area.  Check out our coverage map.

Home Network
All rate plans include features for use on our network. Usage of features not included in your plan, such as international calling, may be charged on a pay per use basis, or unavailable.

Away Networks - Canada and US Roaming
Usage on our partner networks is included in some rate plans and add-ons; in other cases it is charged on a pay per use basis. Please check your plan details to see what degree of coverage you have when away in Canada or in the U.S.

International Roaming
You can also activate international roaming to continue using your services in over 120 countries worldwide. Check out our International Roaming Rates. Our best roaming rates are offered with the World Traveler add-on, which you can activate when you are going to be travelling outside Canada; many plans already include the World Traveler feature.

New customer? Check out our rate plans.
Already a customer? Log in to My Account to check your plan features.

Can I use my service anywhere on your Home network at no extra cost?

You can travel anywhere on the Freedom Mobile (Home) network, anywhere in the country and still have access to all of your plan features & add-ons, without any additional charges.

As long as your phone is showing Home network coverage, you can use all of your included and unlimited plan/add-on features at no extra cost. This means if you’re a Freedom Mobile customer from Vancouver you can travel to Toronto and use your phone just like you would at home:  send and receive messages, use your data plan, make and receive calls – and you won’t be charged anything extra.

See how big our network is here.

What is an Away Partner Network?

Away coverage is service provided by our roaming partners in Canada and the U.S. You are charged pay per use rates while in Away coverage for usage that is not included in your plan. Please check your plan details to see what degree of coverage you have when away in Canada or in the U.S.

Your phone will indicate if you are connected to Home or Away. When you’re Away, you will either see the word ‘Away’ or the name of the partner network you are roaming on displayed on your device. Many devices will also display “R” next to your signal strength to indicate roaming.

Check out our coverage map.

Why does my phone say Away even though I'm within the Home network?

Sometimes your phone will pick up our roaming partners tower signal near the border of Freedom Mobile's Home network or when re-entering the Home network from Away.

To ensure your phone is always using Freedom Mobile's Home network while within our coverage area, you can manually select our Home network for your phone. Make sure that you are within Freedom Mobile Home network coverage when you change these settings.

This will lock your phone on to Freedom Mobile's Home network signal – if you’d like to use your phone while roaming in Away, you’ll need to switch back to “automatic network selection” by the same process in order to use your phone outside of our Home network coverage. You will also need to repeat the network selection process anytime you power up your phone after having it turned off.
 
Consult the manual for your phone for instructions on Manual Network Selection for your particular device. You can find a PDF of your phone’s manual within My Account.

We are always working to expand and improve our network coverage. However we cannot always guarantee that the services will be uninterrupted or error free. Please keep an eye on your home screen so that you know when you’re connected to Freedom Mobile's Home network and when you might be charged for pay-per-use.

You can turn on or turn off data services while roaming in Away or in the US. Just visit My Account and manage your opt-in features to opt-in or out of the “Away and US Roaming – Data” feature. 

How are long distance charges calculated?

Incoming and outgoing calls
Long distance charges are only calculated when you are placing a long distance call. Incoming calls are not charged long distance fees.

Per minute charging
All charges are calculated on a per-minute basis, as soon as the call connects and the first minute starts.

Home network - Standard and World Saver rates
Your rate plan and add-ons determine if you will be charged standard or World Saver rates. Find the International Calling rates for any country.

Away network & International Roaming
Long distance rates while roaming outside the Home network will often be more expensive, and the cost varies by country. View our International Roaming rates.

What are the long distance rates while roaming in Canada or the US?

Long distance rates while roaming on an Away network are charged at a different rate than when you are Home. If you make a long distance call to Canada or the US while roaming in Canada or the US, you will be charged at the roaming rate, but with no additional long distance charge.

View our International Roaming rates.

What are the long distance rates while roaming Internationally?

Long distance rates outside of Canada and the US will vary by country and the network you are roaming on.

See our International Roaming rates.

What are the Away coverage rates?

When you roam off of our Home network, Away rates may apply. Usage on our Away / partner networks is included in some rate plans and add-ons; in other cases it is charged on a pay per use basis.  Please check your plan details to see what degree of coverage you have when away in Canada or in the U.S.

International Calling rates from Away coverage areas vary.

If calling other countries than the current roaming destination you are in, standard roaming rates apply. View our standard International Roaming rates.

I've lost connection with the Freedom Mobile network. What should I do?

On some occasions your phone may lose connectivity to Freedom Mobile's Home network. This is not a Freedom Mobile network issue; however you can try manually searching and connecting to the Freedom Mobile (Home) network.

Please try the following:

Step 1: Open the Settings App
Step 2: Tap Carrier
Step 3: Unselect Automatic, your device will now search for available networks
Step 4: Tap HOME

What do I need to know about the World Traveller Add-on?

Our World Traveller add-on gives you discounted talk, text, and data rates while travelling in over 60 countries around the world. See a full listing of all included countries and rates that are part of our World Traveller add-on.

You can activate the add-on in a number of easy ways:

New Customers:

  • In-store: At the time of activation at any Freedom Mobile retail location. 

Existing Customers:
  • Web: Online through My Account
  • Device: By dialling *233# from your Freedom Mobile phone.
  • Phone: By calling Customer Care at *611 from your Freedom Mobile phone.
 

How do I enable International Roaming?

To use your current phone number in other countries, you must enable the “International Roaming” feature in your plan. Pay Per Use rates will apply. These vary by country and are shown in My Account. There are 2 ways to enable the feature in your plan.
  • 1. My Account (Online or App)
    a. Log in and select Plans & Add-Ons
    b. Select Add or Remove Add-ons and select the “International Roaming” feature
  • 2. Call our Customer Service team by dialling 611 from your phone while on our network, or toll free at 1-877-946-3184

How do I unlock my Freedom Mobile phone to enable International Roaming?

Just follow the steps below and your handset will be unlocked in minutes. Make sure you follow all of the steps carefully, and enter the unlock code correctly.

IMPORTANT: Entering an incorrect Unlock Code too many times will result in permanently damaging your handset! The handset will warn you regarding the number of trials still allowed.


General Unlocking Instructions for ALL devices:

  1. Insert new Freedom Mobile Roaming SIM card
  2. Go to Freedom Mobile Menu > Roaming Setting
  3. Select IMSI2 (Reselect Visited Network)
  4. Enter Unlock Code (device will automatically prompt for the unlock code)
  5. Go back to Freedom Mobile Menu > Roaming Setting
  6. Select IMSI1 (Select Visited Network)
  7. Turn OFF/ON device
  8. Done!

 
PLUS:  the Nokia 5230 and all BlackBerry devices have an alternative method for unlocking. See below.

Unlocking Instructions for Nokia 5230: 
 

HEADS UP!  You only have 3 tries to correctly unlock your phone - if all 3 attempts are incorrect your phone will lock you out!

 
Unlock Procedure:

  1. Insert the new SIM card into the device and power ON
  2. Press # key 1 time
    i.  You will see “#” on your display
  3. Press * key 3 times          
    i.  You will see “p” on your display
  4. Press the * key 4 times
    i.  You will see “w” on your display
  5. Press * key 2 times
    i.  You will see “+” on your display
  6. Input 15 digit code
    i.  Code “123456789012345” (example only)
  7. Press * key 2 times
    i.  You will see “+” on your display
  8. Press the 1 key 1 time
    i.  You will see “1” on your display
  9. Double-check what’s on the display
    i.  It should read: #pw+123456789012345+1 (example only)
  10. Press # key 1 time
    i.  You will see # on your display
  11. Press OK button located on the left hand corner.
    i.  The phone should be unlocked at this point  

Unlocking Instructions for BlackBerry 9100,9300,9700,9780: 

  1. Insert the new SIM card into the device and power ON 
  2. Ensure that the radio is turned OFF
  3. Go to 'Options' (Advanced Options) and click on 'SIM Card'
  4. Type 'MEPD'
  5. Type 'MEP2'
  6. Enter the unlock code
  7. Press enter.  You should receive an alert stating 'Code Accepted'
  8. Reboot device

What do I need to know about the US Roaming Add-on?

Add-on Details
  • • Talk: 2400 minutes of CA/US-wide talk
  • • Text: Unlimited global text
  • • Picture & Video Messaging: Unlimited CA/US-wide
  • • Data: 1GB

Eligibility
The US Roaming add-on is for new and existing customers that are subscribed to an eligible rate plan including:
  • • Voice: any plan with an monthly fee of $29/month or greater
  • • Mobile Internet : our $40 Unlimited Mobile Internet Plan

How to Activate
New customers can select the add-on in-store, at the time of activation.

Existing customers have several options;
  • • Web: log into the My Account website
  • • Device: dial *134# from your phone
  • • Phone: call Customer Care by dialling 1-877-946-3184

IMPORTANT
  • • Our Fair Usage Policy applies to this add-on.
  • • You must have US Roaming turned on in order to use this add-on. You can manage your roaming preferences at any time from the My Account website or smartphone app.

Can I disable roaming to control costs?

Yes, you can disable Away roaming by turning off National Roaming and/or US Roaming by logging into My Account online or using the My Account smartphone app.

I'm in the Home network & my phone lost connection. What should I do?

How to tell if you’ve lost your connection
Losing connection to the network is shown on your phone as zero bars of signal, and it may even say “No Service”.

What to do if you lose your connection
If you lose connection to the network, you can turn airplane mode on for 30 seconds, and then turn airplane mode off to attempt to reconnect.

If this is the first time you’ve tried to use the phone in a specific area, there may be factors preventing the signal from reaching you. For example, basements, high rises, and large industrial buildings can be difficult to reach.

If the problem is not resolved, and you’ve previously had good connectivity in the same area, try again later. If the problem persists call Customer Care at 1-877-946-3189 to let us know.

What is the difference between Home, Partner, and Away network coverage?

We have a modern HSPA+ network in several major metropolitan areas across Canada, as well as roaming agreements with multiple Partner Networks in both Canada and the United States.

Our coverages maps show where our network overlaps with our Partner Networks in order to be as transparent as possible about the experience you should expect.

Check out our coverage map.

Home Network
Phone displays: HOME
What to expect: Good indoor and outdoor coverage where you can use your plans features.

Home/Partner Network
Phone displays: HOME, AWAY, or Partner Network name
What to expect: Good outdoor and satisfactory indoor coverage depending on location factors. In this area it is possible to connect to both Home and Away. If connected to Away, you will be charged pay per use if roaming is not included in your plan.

Partner (Away) Network
Phone displays: AWAY or Partner Network name
What to expect: You are connected to a partner network, and your signal strength and network coverage can vary. See your plan’s details for included features and pay per use rates.

New customer? Check out our rate plans.
Already a customer? Log in to My Account to check your plan features.