Excited about a new device? Ready to pre-order but have concerns? Read on to learn more about our pre-orders and shipping process!
What is a pre-order?
A pre-order is the ability to secure a device prior to the official release date for availability in-store. You can select to either pre-order for delivery to your home and get it faster, or pre-order to pick up in-store. If you need to change your plan to qualify for a device upgrade for ship to home, this plan change will be effective when you make your pre-order even though your device will arrive when stock is available.
Why should I pre-order?
Pre-orders are convenient because they allow you to secure your device ahead of the official release date; to be delivered after launch when Rogers has received inventory. The two pre-order options available are either ship to home or ship to store. Ship to home pre-orders guarantee that you’ll be among the first to get your device as soon as the manufacturer ships inventory.
What is a backorder?
A backorder occurs when the device you wish to purchase is out of stock. Once inventory becomes available, your device backorder will be filled. An estimated shipping date will be provided to you at the time of your purchase; however, the estimated shipping time may change if the manufacturer delays the shipment for any reason.
How do I make a pre-order or backorder?
The pre-order and backorder process is the same as making a regular order online. To learn more, check out the FAQs about General Online Orders.
What is the difference between making a pre-order or backorder that will ship to home versus one for pick up in-store?
When you make a pre-order or backorder that will ship to home, you select your device and plan. Payment is taken upfront and the device will ship to the address of your choice as soon as inventory becomes available. This means from the time of ordering, you have paid for and committed to your new device. Note: if you are upgrading and making a plan change as part of your pre-order or backorder, your new plan will take effect immediately despite not yet having received your new device.
When you pre-order or backorder for pick up in-store, you are asking for a device to be set aside at a store location of your choosing and payment is taken when you pick it up from the store.
When will I receive my pre-order or backorder?
At the time of purchase, an estimated shipping date will be provided for your pre-order or backorder device which will indicate the approximate time frame we expect stock will arrive from the manufacturer. The estimated shipping time may change if the manufacturer delays the shipment for any reason. Once you receive your shipment notification, expect to receive the device within 3-5 business days. If you live within the Greater Toronto and Vancouver areas, you may receive the device within 48 hours. If you have chosen to pick up your device at a store, you will receive email notifications with your place in line as well as when stock arrives for you to pick up.
What is the official release date for my device?
Release dates are always set by the manufacturer and are announced when they issue new device launch press releases.
Why is my pre-order subject to inventory availability?
Manufacturers ship devices to Rogers based on the anticipated demand at launch. However, if demand exceeds the inventory that we have available, we may not be able to ship your pre-ordered device to you immediately. This is because orders are processed and shipped on a first-come, first-served basis.
Why do I have to wait for my pre-ordered or backordered device?
Our shipment dates depend on how much inventory we have available, which is determined by the manufacturer. We will prioritize and ship devices to customers who choose the ship to home method. If your device is a pre-order or backorder for pick up in-store, the device will arrive at the store at which time you’ll be notified that it’s ready for pick up. Devices typically take 3-5 business days to arrive after they’re shipped, although they may arrive within 48 hours of shipping for customers in the Greater Toronto or Vancouver areas due to proximity to our distribution centres.
Can I pre-order or backorder my device in-store?
No. Currently, you can pre-order or backorder online only.
Can I pre-order or backorder my device for ship to home and have it shipped to a store?
No. Currently, you can have your device shipped only to a personal address, not to a store address.
What if I pre-ordered or backordered a device but changed my mind about it?
If the device hasn’t been shipped yet, please contact us to ask for a cancellation. Otherwise, please return it to us with the included return postage in your package and you’ll be refunded as soon as it is received. Our standard return policy applies.
Can I pre-order more than one device at a time?
You can pre-order up to 10 devices on any Rogers Infinite plan. As an existing customer, you can pre-order one device per pre-existing line that you’re upgrading.
When do I get billed for my pre-order or backorder device?
For pick up in-store orders, you will be charged a fully refundable $40 fee + tax which will be returned to you either upon cancellation or pick up of your device. For ship to home orders, you are either charged via credit card at the time of your order or if you are upgrading a device, you may have selected to be billed via your monthly bill. Ship to home orders require upfront payment even though your device will be shipped as soon as inventory becomes available, likewise your price plan change associated with your upgrade will also become effective at the time of order completion.
Where can I check the status of my pre-order or backorder?
You will receive email notifications to confirm that your pre-order or backorder ship to home device will ship as soon as stock is available as well as an email to confirm when it has been shipped. If you pre-ordered or backordered for pick up in-store, you will be able to check your place in line. You can find a link to this page inside your confirmation email.
What is ‘Dual SIM Dual Standby’ (DSDS)?
'Dual SIM Dual Standby' allows you to have two phone numbers on a single iPhone to make and receive voice calls, and to send and receive SMS and MMS. This means you can have two local numbers or use the second line when travelling internationally.
On iPhone XR, Xs and iPhone Xs Max 'Dual SIM Dual Standby' is a combination of a physical SIM card and an eSIM.
What is an eSIM?
The eSIM is embedded into the device without the need to insert a physical SIM card.
Can I activate my iPhone with eSIM on a contract?
Unfortunately, no, at this time eSIM is only available through No Tab / Bring Your Own Device plans.
If you wish to have a contract to lower the upfront cost of the device, you must activate with a physical SIM card.
Can I activate a non-iPhone eSIM device?
Yes! We currently support the Google Pixel 3a and Google Pixel 3a XL. Please see, Activate eSIM on a Dual SIM Google Device for more details!
If you are attempting to activate an eSIM on a non-certified device (device we don’t support) we can’t guarantee the following:
Comprehensive technical support
That all your features will work as intended
That we would have specific plans for your device, and leveraging current plans may result in unexpected billing or functionality issues (e.g. no voice feature, no PPU voice rates, etc.)
How can I tell which phone number I’m using?
Each line has a default name “Primary” and “Secondary”.
For any outgoing calls, a Primary or Secondary will display on your iPhone.
For any incoming calls, the first letter of each label (“P” or “S”) will display on your iPhone as an indicator so you can identify each line.
For outgoing messages, you can choose between Primary and Secondary number
For incoming messages, it is a single inbox and there is no “P” or “S’ label
In the Cellular Settings of your iPhone, you can create your own labels for each line. For example, you can name your lines “Work”, “Personal”, or something else.
If I have data on both lines, which data bucket will I use and be billed for?
Both lines can support data services; however, you can only access one line’s data bucket at a time. You can set and change the default data bucket through your iPhone’s “Cellular Settings”
Your data usage will come out of the data feature you have defaulted to in your iPhone’s “Cellular Settings”.
For example, during work hours, you can use the data from your “Work” line, and after work , you can switch to your “Personal” line. For more details, please see the Apple support page.
You will continue to receive data usage notifications from Rogers when using a Rogers line.
Can I use data while on a call?
You can only use data while on a call made or received on the same line that you have selected for your data usage. For example: if you are on a call on Line 1 and your data is set to Line 1 as well, you can use data while you’re on the call. However, if you are on a call on Line 1 and your data is set to Line 2, you cannot use data while you’re on the call.
You can access Wi-Fi on either line regardless of which line you have selected for your data usage.
How will I be billed for voice and messaging?
Voice and messaging are calculated according to the rate plan of the line used for each activity. With Dual SIM, you have the choice of which phone number to use for each call and text.
Are both lines connected to the network at the same time?
Yes, both lines are connected to the network at all times. However, when you are on a call on one line (Line 1), the other line (Line 2) automatically goes on standby mode. This means, if someone tries to call you on Line 2 when you are on a call on Line 1, you will not receive a call waiting notification for the incoming call. Instead, that call will be directed to your “Line 2” voicemail if setup.
This has implications for 9-1-1 calls. If you call 9-1-1 from Line 1 or Line 2, and the call has either ended or abruptly disconnected, do not use the other line until the 9-1-1 operator calls you back.
What happens when I roam?
Just as you can choose which line to call, message or use data from while in Canada, you can do the same while you roam.
You will continue to receive roaming notifications for each of your individual lines; however, they will appear in the same messaging app. It’s important to pay attention to the line indicator (i.e. Primary or Secondary) in the message app so you can tell which line you are using for roaming, especially if you have different roaming features on each line.
If you’ve been using only 1 of your 2 lines to roam (calls, messages, data, etc.), you will be charged roaming on that line. If you answer a call, text or if you use data on the other line, you will also be charged roaming charges on that line. All roaming rates are charged as per the individual rate plan on each line.
Will E9-1-1 and T9-1-1 work on both lines?
Both lines have the capability to dial 9-1-1. Where E9-1-1 is available, the caller’s number and approximate location will be provided, regardless of the line used.
Are Business / Enterprise accounts eligible? If so, how are they be billed?
If you have an enterprise or corporate cellular service plan, check with your company's telecom administrator to see if they authorize the activation of a new line using an eSIM on the corporate account to be used on the Dual Sim device.
The billing of the lines on Dual Sim compatible devices is dependent on the plans selected on each respective line and they will appear on the invoice of the account used for the activation.
Currently, on Consumer accounts at Rogers, you can only activate a Dual Sim compatible device at a participating Rogers store. Please see our Blog post, here to find the nearest location to you!
Follow these steps to remove an eSIM (plan and number) from a dual SIM iPhone. This does not cancel the eSIM line. You must contact us to cancel your plan.
Go to Settings > Cellular.
Tap the plan (number) you want to remove.
Tap Remove Cellular Plan .
Click OK , the plan is no longer available on the iPhone. Important: This does not cancel the line; You will continue to be billed. Please contact us if you wish to cancel the line.
Follow these steps to switch between phone numbers for calls, texts and FaceTime. You can send messages with iMessage and use FaceTime on the default line. You can make a call or send an SMS or MMS message with either phone number. However, you can switch numbers before sending an SMS or MMS or making a phone call.
Switch Phone Numbers for a Calls
Calling someone from the favourites list
Tap the current phone number.
Tap your other number.
Using the keypad
Enter the phone number.
Tap Primary or Secondary, near the top of the screen.
Tap the number you want to use.
Switch Phone Numbers for iMessages, FaceTime and SMS / MMS
You can send messages with iMessage and use FaceTime on the default line. You can send SMS or MMS messages with either phone number. However, you can switch numbers before sending an SMS or MMS.
Change which line to use iMessage and FaceTime
Go to Settings > Messages.
Tap iMessage & FaceTime Line.
Select the phone number to use. Customers can only use one number for iMessage and FaceTime.
Switch phone numbers before sending an SMS or MMS
Tap the icon, in the upper right corner of the screen.
Enter the contact’s name or number.
Tap Primary or Secondary at the top.
Tap the number you want to use.
Follow these steps to label the phone numbers within a dual SIM iPhone. You can store multiple eSIMs on your iPhone. You can choose from the list of labels or create a custom one!
Go to Settings > Cellular.
Tap on the number whose label you want to change.
Tap on Cellular Plan Label.
Select a new label or enter a custom label.
Follow these steps to change which number uses data on your dual SIM iPhone. Only one number at a time can use data. This means, if you are on a call with a line that you have designated as voice-only, your data will not work. You can turn on Cellular Data Switching. This feature automatically turns on the data of the line you are using during a call. If one of the lines does not have data, we recommend turning this feature off, to avoid pay-per-use data charges.
Go to Settings > Cellular.
Tap Cellular Data.
Tap that number to use cellular data.
Turn on or off Cellular Data Switching
Go to Settings > Cellular.
Tap Cellular Data.
Turn on or off Cellular Data Switching.
Follow these steps to change which number on your dual SIM iPhone is primary and secondary.
Go to Settings > Cellular.
Set your default number.
On this screen, choose a number to be your default, or you can choose which number is to be used only for cellular data. Your other number will be your default.
Use Primary as your default line: If you select this option, Primary will be used by default for voice, SMS, Data, iMessage, and FaceTime. Secondary will be available just for voice and SMS.
Use Secondary as your default line: If you select this option, Secondary will be used for voice, SMS, Data, iMessage, and FaceTime. Primary will be available just for voice and SMS.
Use Secondary for cellular data only: You might want to select this option if you're travelling internationally and you want to keep Primary for voice, SMS, iMessage, and FaceTime. This will allow you to use Secondary for data.
Follow these steps to erase all the information from your iPhone. If you erased your cellular plans during this process and you want to reactivate your plan on the Dual SIM iPhone, you will require a new eSIM card.
Go to Settings > General > Reset. If asked, enter your passcode or Apple ID password.
Confirm whether you want to erase everything or erase everything but keep the eSIM plans.
Wait for the device to erase. Depending on your device, it can take a few minutes to erase your data.
Set up your Visual Voicemail:
Tap Phone on the home screen and then tap Voicemail in the lower right corner.
The first time you access this screen, you’ll be prompted to create a voicemail password between four and 10 digits.
You’ll be prompted to record your greeting. Do so now.
Tap Save, re-enter your password and tap Save again.
How to record or change your custom voicemail greeting:
Tap Voicemail and tap Greeting. Then tap Custom.
Tap Record and then record your greeting.
When you’re finished, tap Stop. To listen to your greeting, tap Play.
When you’re satisfied, tap Save.
How to set a default voicemail greeting:
Tap Voicemail and tap Greeting.
Tap Default to select the default greeting. Then, when someone calls, they’ll hear a standard message that includes your phone number.
How to Access your Visual Voicemail:
Tap the Phone icon on the home screen and then tap Voicemail in the lower-right corner.
Your voicemail messages will be displayed. Tap on a message and press the blue Play button to listen to the message.
Want to delete a message? Swiping right to left will bring up the Delete button.
Want to return a call? To call back, tap on the green Call Back button that displays when a voicemail message is selected.
Need contact info? Hit the blue arrow on the right to display the contact information for the person who left the voicemail.