Interested in upgrading to a new phone? Here are some FAQs that can help you with the process.
To get started, check your device balance.
How can I upgrade my wireless device?
You can upgrade your device in the following 3 ways:
1) Upgrade online
You can check your device balance as well as upgrade online (if you are eligible). Standard shipping for online orders is 3-5 business days if inventory is available at the time of your order. Most customers in the Greater Toronto and Greater Vancouver areas will receive their order within 48 hours. For more info on ordering online, check our Online Orders FAQs.
2) Visit a store
Two pieces of ID are required to complete the transaction in-store. Acceptable ID includes: Driver's Licence, Canadian Passport, Credit Card, Banking information with name and address, Provincial ID or Age of Majority Card, Citizenship Card, Native status card, Armed Forces ID and University Student ID. One piece of ID must include your address.
3) Contact us
Pricing, device upgrade offers and eligibility are subject to change without notice, even if you have pre-ordered or backordered for pick up in-store.
Do I have to change my plan when I upgrade to a new phone?
If you are not already on one, you may need to upgrade to one of our Rogers Infinite TM plans with financing to upgrade your phone.
What if I don’t want to upgrade to a new phone with financing but would rather purchase it outright?
In this case, you may keep your existing plan and pay the full price of the device upfront.
How come when I want to upgrade to a new device and choose to keep my existing plan, my only option is to pay the full cost of the device upfront?
If during your device upgrade transaction you choose to keep your existing plan and do not see an option to finance a device, your existing plan is not eligible for financing. In this case, you will need to change to a Rogers Infinite plan in order to finance your new device.
If I upgrade my device online, when will I receive the order?
Pending inventory availability, your online order will be delivered within 3-5 business days.
Will I receive a notification email when my device upgrade order has shipped?
Yes, you’ll get a shipment confirmation email, including a tracking number for your order.
I’ve ordered my device but haven’t received a shipping confirmation. What’s going on?
If it’s been more than 2 business days since you’ve placed an online order for a device currently available in the market and you’ve not yet received a shipment confirmation email, please contact us. Please note that if your device was on pre-order or backorder, your shipping timelines were indicated at the time of purchase and will be longer than 3-5 business days.
You've just placed a new device order online and want to know how to keep track of when you'll receive it? Read on to learn about tracking your Rogers shipment.
How do I track my order?
We’ll email you with an update about your device or accessory as soon as we send it out for shipment. It normally takes 1 business day to ship out orders made on weekdays and 2 business days to ship out orders made on weekends and holidays. If you don’t see an email from us by then, check your junk or spam folder just in case.
Your shipping confirmation email will include a tracking number and a link to the shipping company’s website so that you can check the status of your device shipment whenever you need to. However, it may take up to 24 hours after your device or accessory leaves our warehouse for the tracking status and scheduled delivery date to be updated on the courier’s website.
How long will it take for my order to be shipped to me?
All orders processed before 3 p.m. ET Monday to Friday will be delivered within 3 to 5 business days (excluding weekends and holidays).
Shipments within major metropolitan areas can be delivered as soon as within 1 to 2 business days.
Do I need to be home to receive my order?
Orders are delivered from Monday to Friday between 8 a.m. and 5 p.m. local time. It’s best if you’re home to receive your order; however, if no one is there when it is delivered, our courier partner will leave a notification card with instructions on how to collect your package from your courier’s local depot.
Your shipment will be held for up to 10 business days at the depot before being returned to us. For this reason, please ensure the shipping address you provide is an address where someone is there to sign and take delivery of your package(s).
What can I do if my wireless device order is delayed?
If you haven’t received an order shipment confirmation email within 2 business days of placing your order online or with a call centre agent, please contact us.
If you’ve received an order shipment confirmation email but do not receive your device or accessory within 3 to 5 business days of placing your order, you can contact the courier for a shipment status update.
Your confirmation email will contain a link to the courier’s website. You can also use the following contact information:
UPS www.ups.ca 1-800-742-5877
Canada Post www.canadapost.ca 1-866-607-6301
Purolator www.purolator.com 1-888-744-7123
Quick Messenger Service (QMS) http://tracking.eliteextra.com/qms-toronto/track 1-800-216-4774
How do I cancel an order that is still in transit?
To initiate a return or exchange on a device or accessory you ordered, please contact us at 1 877 224-9832. You can also learn more about our return policy.
Interested in activating your favourite watch on your Rogers wireless account? Read on to to find answers to some frequently asked questions.
I have a Flex Rate plan, why do I have to be on a Rogers Infinite TM Plan to take advantage of financing?
In order to purchase your connected tablet or smartwatch using financing, you need to be on a Rogers Infinite Plan with the $10 Tablet or smartwatch Additional Line. Don’t have a Rogers Infinite Plan yet? Find out about it at rogers.com/infinite
Can I shorten the financing period?
You can’t shorten the financing period (24 months), but you can pay off your remaining balance at any time.
What is your return policy?
Our return policy for Rogers tablets purchased through financing is that the device must be returned within 15 days of activation. (Either the date of purchase in store or the date the order was shipped.) The tablet must be returned in "like new" condition, including all original parts, components, and packaging.
How many tablet and smartwatch devices can I purchase on financing?
You can have up to 9 additional lines on a Rogers Infinite or a Share Everything Plan, which can be a combination of different devices, including tablets and smartwatches purchased through financing on approved credit. For more information, visit rogers.com/infinite
Can I get device protection for my tablet?
Yes, Device Protection is available for your tablet.
What is Rogers Infinite and how is it different from Share Everything?
Our new Rogers Infinite ™ cell phone plans offer unlimited data. Each Rogers Infinite plan comes with a certain amount of data you can use at max speed. Once you use all of the max speed data included in your plan, you can use unlimited data at a reduced speed.
This means you’ll never have to worry about running out of data and getting overage charges on your bill like you would with a Share Everything ™ plan. Plus, with Rogers Infinite, each line you add to a Rogers Infinite plan comes with its own data that can be shared across all of the lines on your plan.
How do I sign up for a Rogers Infinite plan?
It’s easy! Simply go online to Rogers.com and choose the plans that meet your needs or visit a Rogers store.
Will my Rogers Infinite plan work with Roam Like Home, Extended Coverage and Data Manager?
Yes, Roam Like Home ™ , Extended Coverage and Data Manager are all available with Rogers Infinite.
Read on to learn more about using and sharing data with Rogers Infinite plan.
How many devices can share data on a Rogers Infinite plan?
You can share data with up to 10 devices on a Rogers Infinite plan. Each device requires a separate line.
What if I don't have any devices to share with? Can I still get a Rogers Infinite plan?
Yes. You can get a Rogers Infinite plans without sharing with any other device. You can add devices to your plan later if you want.
What do I do once I use up all my max speed data?
Rogers Infinite plans let you use a certain amount of data at max speed. Once you use all of the max speed data included in your plan, you can use unlimited data at a reduced speed (up to 512kbps).
If you still want to use data at max speeds, you can purchase a Speed Pass, which you can use until the end of the bill cycle in which it was added.
Can I just add data to my current plan, or get a data add-on?
No. Data can’t be purchased separately; it must be part of a Rogers Infinite plan.
Do all the lines on my plan have to choose the same amount of data?
No. Each smartphone line can select the amount of max speed data that best suits them from the options available.
Can my tablet and smartwatch be on a Rogers Infinite plan?
Yes, they are compatible with Rogers Infinite plans. These data-only devices share the data from your each of your smartphone lines.
What will happen to my Share Everything plan?
Share Everything plans will no longer be offered. However, your current Share Everything plan will stay the same until you decide to change to a Rogers Infinite plan.
If I switch to a Rogers Infinite plan, do my other lines need to switch as well?
If you have a Share Everything plan and you want to switch to a Rogers Infinite plan, you will need to switch all your lines to the new plan.
If I switch to a Rogers Infinite plan, can I keep my existing phone numbers?
Yes. Phone numbers are transferable to Rogers Infinite plans. However, this excludes numbers associated with Pay As You Go plans.
Can I have lines on my Rogers Infinite plan in different regions across Canada?
Yes, as these are national plans.
What if my needs change and I need more or less data on my Rogers Infinite plan? Can I change my plan?
Yes. You can change your Rogers Infinite plan at any time.
The following steps explain how to create or modify a SIM card PIN for ZTE rocket sticks.
Open the Rogers Connection Manager software.
To create a new PIN, select PIN enable then click Apply.
To edit an existing PIN number, click on Change PIN.
When prompted, enter in your PIN and click OK to accept the change.
Note: After five incorrect attempts at guessing the security PIN, the SIM card will cease to work. You will be prompted to enter a Password Unlock Code (PUK). If you do not have this code do not attempt to enter it, as it will disable your PIN. To get your PUK please speak to a Mobile Internet Technical Support Consultant.
Steps to change Wi-Fi Name and Password on Novatel MiFi 7000 Hotspot.
1) Connect your device or computer to the Novatel MiFi 7000 Hotspot.
2) Open an Internet Browser and go to http://192.168.1.1 in the address bar.
3) Click Sign In in the upper right corner of the screen and sign in with your MiFi Admin password. The default password is the setup Wi-Fi password for the device..
4) Click Settings, make sure Wi-Fi Hotspot TAB is in focus, and click Primary Network underneath it.
5) To change the Wi-Fi:
Network Name: enter the new name in the Wi-Fi Name (SSID) field.
Password: enter the new password in the Wi-Fi Password (Key) field.
6) Click Save Changes to apply changes
Received an unwanted nuisance call lately? Rogers and most Canadian telephone service providers will implement Universal Call Blocking (UCB) as part of a new CRTC mandate to reduce them.
Malformed numbers can appear in many different forms, but caller IDs 000-000-0000 or 111-111-1111 are common examples. Applied at the network level for all Rogers’ customers, UCB will block any incoming call with a caller ID that does not comply with North American or international numbering plans. UCB will not block incoming calls with compliant caller IDs.
Want more info on how UCB may impact voice calls? Click here .
To learn more, take a look at our How to Protect Yourself from Caller ID Spoofing and Spam Calls support article.
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 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 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.
Follow these steps to remove an eSIM (plan and number) from a dual SIM Google Device. This does not cancel the eSIM line; you will continue to be billed. You must contact us to cancel your plan. If you are seeking to reactivate your plan on the Dual SIM Google device, you will require a new eSIM card to reactivate your cellular plan on the device.
Go to Settings > Mobile Network > Carrier.
Tap the plan (number) you want to remove.
Follow these steps to change which number is active on your Dual SIM Single Active Google device.
Tap Settings > Mobile Network > Carrier.
Select which line you want to be active.
Confirm by tapping Switch.
Setting up Premium Voicemail-to-Text
Following subscription, you will receive a text message with instructions on how to set up your voicemail.
New voicemail message, will now be forwarded to the phone via an MMS. They will be marked as Saved on the traditional voicemail service.
You have 10 days to open and listen to the voicemail message. Once the message is opened it will remain on the phone until you delete it.
You can also press and hold 1 on the phone to access messages in the traditional way.
Roaming with Premium Voicemail-to-Text
If your price plan includes MMS, you will not be charged for wireless data usage.
You will be charged for the Wireless data usage:
depending on the device
if you open the message
if the MMS downloads automatically.
Without a roaming wireless internet plan/pack
You will receive a Welcome roaming message with Pay-Per-Use (PPU) rates.
You can use up to 50MB per day in US (up to max of 500MB before blocked) and 10MB internationally (up to 50MB before blocked) PPU, including Visual Voicemail notifications.
For any usage above 10MB internationally, you must choose between day pass or PPU to continue receiving Visual Voicemail notifications.
Wi-Fi Calling FAQs
UPDATE: Your compatible device must have been purchased from Rogers/Fido. If you have a non-Rogers Apple device and no conflicting services, Wi-Fi Calling may work, but we can’t assure that the feature will work properly on your device.
You may experience an error message like this:
What is Wi-Fi Calling?
Wi-Fi Calling lets you call and text in more places so you can stay connected with friends and family. You can call and text wherever you have a Wi-Fi connection in places like basements, condos and tall buildings — places where you may have had trouble getting reception before.
Do I need a specific phone or plan to use Wi-Fi Calling?
Yes. To use Wi-Fi Calling, you will need the following:
An iPhone 5c or above (must be purchased from Rogers or Fido) with iOS 9 or later installed — remember to update your carrier settings when prompted to do so at the end of the OS installation
The Wi-Fi Calling feature enabled on your phone
Wi-fi Calling Ready Account
Voice and Data plan with LTE enabled
Please note that prepaid customers or customers with voice only plans can’t use Wi-Fi Calling.
What type of Wi-Fi connection do I need to use Wi-Fi Calling?
To use Wi-Fi Calling, you must have access to a public or private Wi-Fi connection.
The connection must meet the minimum required download and upload speeds to support voice calls; some Wi-Fi connections may not support Wi-Fi Calling.
Does Wi-Fi Calling use data from my wireless plan?
No, Wi-Fi Calling does not use up data from your wireless data plan. When you make a call over Wi-Fi, you will be consuming data over the Wi-Fi connection instead. Internet service charges and overage rates (if applicable) may apply in accordance with your internet service provider.
To give you a sense of how much data is used, a one-hour Wi-Fi voice call will consume approximately 75MB of data through a Wi-Fi connection.
How is Wi-Fi Calling billed when I am in Canada?
Incoming calls and text or picture messages received over Wi-Fi Calling while in Canada will be deducted from the airtime and messaging limits associated with your wireless plan.
Outgoing calls and text or picture messages sent over Wi-Fi Calling while in Canada will be billed as follows:
Calls/texts to Canadian numbers will be deducted from the airtime and messaging limits associated with your wireless plan, and no long distance charges will apply. If you exceed your monthly plan limits, overage rates and/or current Pay-Per-Use wireless rates will apply.
Calls/texts to non-Canadian numbers will be billed according to the rates outlined in your wireless plan or current Pay-Per-Use long distance wireless rates.
Please note: You may incur additional long distance charges and/or international text or picture message charges if your VPN, DNS or internet provider is set to a country outside Canada.
How is Wi-Fi Calling billed when I am travelling outside of Canada?
If you are using Wi-Fi Calling while outside of Canada, the following will be deducted from your wireless plan without incurring any long distance or roaming charges:
Incoming calls and text or picture messages received from anywhere in the world
Outgoing calls and text or picture messages made or sent to a Canadian number
Roaming and/or long distance charges will vary depending on the roaming option you have on your account.
If you have:
Roam Like Home TM Outgoing Wi-Fi Calling calls or text or picture messages made to a non-Canadian number will incur the Roam Like Home daily charge. If you have already incurred this charge, then all outgoing Wi-Fi Calling calls and text or picture messages made or sent within that 24-hour period will be deducted from the Roam Like Home allocation.
If you have a Travel Pack or other roaming add-on, all outgoing Wi-Fi Calling calls, text or picture messages to a non-Canadian number will be deducted from the limit associated with your Travel Pack or roaming add-on. If you exceed your limit, overage rates outlined in your Travel Pack or roaming add-on will apply.
If you do not have Roam Like Home, or a Travel Pack or roaming add-on, your outgoing Wi-Fi Calling calls, and text or picture messages to a non-Canadian number will be billed according to roaming Pay-Per-Use rates.
What happens if I try to make an emergency Wi-Fi call to 9-1-1 while travelling within Canada and the U.S.?
If you plan on using Wi-Fi Calling while travelling throughout Canada, make sure to update the emergency address in your phone’s settings, as that’s the address that will be given to emergency services if you call 9-1-1.
While using Wi-Fi Calling in the U.S., you may be able to call 9-1-1, however, we do not support U.S. emergency addresses so you will need to verbally tell the dispatcher where the emergency is located.
We recommend making emergency calls over a mobile network.
What happens if I try to make an emergency Wi-Fi call to 9-1-1 while outside of Canada and the U.S.?
Calls made to emergency services while using Wi-Fi Calling outside of Canada and the U.S. won’t be connected. You can make emergency calls outside of Canada and the U.S. only when they’re made over a mobile network.
How do I switch from using Wi-Fi Calling to a mobile network and vice versa?
While in Canada, your phone will automatically connect to a mobile network instead of Wi-Fi Calling if both are available. However, while roaming, your phone will automatically connect to Wi-Fi Calling instead of any mobile network if both are available.
You will need to remain in your Wi-Fi or mobile network’s range in order to continue your call; if you move between the two connections, the call will be disconnected. Visit rogers.com/coverage to see where you are covered by our mobile network.
Are there any services that will not work with Wi-Fi Calling?
Customers with select features and services, including any of the following, will not have access to Wi-Fi Calling:
Advanced Call Manager
You’ll need to remove these features if you wish to enable Wi-Fi Calling on a compatible phone. To get access to Wi-Fi Calling or to learn more, please reach out to us here in the Community.
Do location-based calls work with Wi-Fi Calling?
Some location-based calls may not work if you’re using Wi-Fi Calling when you’re outside your phone’s local calling area. Your phone will assume that you’re making a call from your phone’s local calling area. These calls include 3-1-1 (City Services); 5-1-1 (Traffic Reporting) and 8-1-1 (Health Services).
What if I am having trouble activating the Wi-Fi Calling feature on my device?
If you have trouble activating the Wi-Fi Calling feature, try using Apple’s support page or reach out to us here in the Community.
How do I turn on Wi-Fi Calling?
Wi-Fi Calling is easy to use and simple to set up. Go into your phone settings and do the following:
Turn on Wi-Fi Calling. Follow the on-screen instructions if it is your first time doing this.
The status bar will display “WiFi Rogers” when Wi-Fi Calling is ready to use.