Most Asked Questions
Setting up and checking voicemail (if applicable)

To set up voicemail:
  • Press and hold the 1 key on your mobile phone.
  • Follow the voice prompts to enter your personal password and greeting.

To check voicemail:
  • Press and hold the 1 key until dialling begins. (To access from another phone; skip this step. Dial your mobile number and interrupt the greeting by pressing #.)
  • Follow the prompt to enter your password and review your first message.
  • Once you have reviewed the message, you may erase it by pressing 7 or save it by pressing 9.

Note: Accessing your voicemail from your mobile phone uses airtime minutes.
Yes, we use the Rogers LTE network. For more details visit the Network Coverage page.
Your monthly bill is conveniently charged to your credit card on the payment due date each month. You will receive a statement detailing your monthly wireless charges. On your credit card statement, your charge will be identified as from Cityfone.
Call customer care and we will check whether your number is eligible for transferring, free of charge. If it is, we will start the process of transferring. You can select the plan and phone combination that’s right for you.

Browse by Topic

Are you having difficulties with your new cell phone? Find all the documentation you need here.

Samsung Galaxy J3

full manual

LG K4 (2017)

full manual

Doro PhoneEasy 626

full manual

LG F4NR

full manual

Samsung Galaxy J1

full manual

Samsung Galaxy A5

full manual

Samsung Galaxy S7

full manual

Phones can stop working properly at any given time without warning. Quite often, it is a manufacturer’s defect and is covered under warranty, however, in some cases the damage may be caused by misuse or neglect.

For your convenience, here are some tips to help troubleshoot some of the common problems users may experience. If you are continuing to have difficulties, please feel free to contact our customer care centre by dialing 611 on your wireless phone (it’s a free call)

1. Phone not powering up?

Is the battery inserted properly?

Check to see if the phone is charging. If battery is too cold or faulty the phone may not be able to charge. For best performance, please consult the manufacturer’s guide that comes with your phone.

2. Can’t make a call?

Is SIM card inserted properly? Is there coverage in the area? Is the keypad working?

Follow these steps to correctly insert your SIM card. Proceed in this order so that there is no damage to the SIM card:

  1. Fully charge the phone’s battery.
  2. Before inserting the SIM card, turn the phone off.
  3. Detach and insert the SIM card into the phone.
  4. Turn on the phone

Some phones can be restricted by the user from making outgoing calls. Restoring default factory settings may solve this problem.

3. Can make a call, but can’t receive calls?

Is call forwarding activated?

Check the call forwarding status on your phone settings, to see if the calls on your phone number are forwarded to another number.

4. Not ringing?

Is the ringer volume down? Is the silent profile activated? Is it set to vibrate only?

Make sure the ringer volume is up and that the phone is not set to vibrate.

5. Can’t hear the person on the other end?

Check the volume settings during a call with the dedicated volume control key or directly from the phone settings.

6. Can’t be heard by other people?

Is there coverage in the area? Is your reception signal strong enough? Try a different location to increase signal strength.

7. Poor reception, dropping calls or noisy?

Is there coverage in the area?

You may be in an area with limited or no coverage. Try a different location to increase signal strength.

8. Echo?

Is the volume up too high?

Check the volume settings during a call with the dedicated volume control key or directly from the phone settings.

9. Phone says “Unregistered SIM” or “Insert SIM”?

Is the SIM card inserted properly? Is the SIM card activated?

Remove the SIM card and insert it again by following the manufacturer’s guide for instructions. If this doesn’t fix the problem, it is possible that your SIM is not activated, contact customer care

10. Call Forwarding not working?

Do you have Voicemail?

Sometimes setting up Call Forwarding from the phone menu does not work. Try the following:
To activate: * 0 0 4 * (receiving phone number) # SEND
To deactivate: # # 0 0 4 # SEND

11. Voicemail not working?

Did you request for the option to be added?

Voicemail is an optional feature on select wireless plans and must be requested. Contact us to have this feature added.

Check to see if the voicemail retrieval number is programmed into the phone.

12. Voicemail password invalid?

Did you try 1234?

Check your message inbox. The network often text messages the default password 1234. If not, contact customer care to have your voicemail reset.

13. Caller ID not working?

Did you request for the option to be added?

Caller ID is an optional feature on select wireless plans and must be requested. Contact customer care to have this feature added.

14. Can’t send a text message?

Did you request for the option to be added?
Are the + sign as well as the country code included when texting internationally?

You may have to program the message outbox number in the cell phone. Contact customer care.

15. Phone says “emergency only”?

Is there coverage in the area?

Try restarting your phone first. If the message still appears you might be outside of the coverage area.

16. Message: “customer unavailable”?

Is the cell phone on?
Is there coverage in the area?

Contact us.

17. Phone says "emergency only"

Is there coverage in the area?

This message indicates that you are outside of the coverage area.

18. Phone says “PIN lock”?

Does the phone ask for the PUK code?

PIN code is linked to the SIM card. If activated, this four-digit code gives you access to the SIM card and without it your SIM card cannot be used and you won’t be able to access the network. This “pin lock” message indicates that you have entered the wrong security code three times in a row. Phone should then ask for the PUK code. Enter this code to unlock the SIM card. 10 consecutive wrong attempts will permanently block the SIM.

Liquid or water damage is the most common repair issue that is not covered by warranty. It is possible for the phone to be damaged without it being immersed into water. Moisture or exposure to humidy, steam or even rain could damage the phone. This could lead to corrosion and cause the phone to malfunction and leave it in a non-repairable state.

Here are some common causes for liquid damage:

  • Dropped in water or a puddle
  • Spillage of any kind of liquid
  • Rain, fog or mist
  • Steam (eg. leaving the phone on kitchen counter while cooking)
  • Condensation (eg. leaving the phone in a vehicle overnight)
  • Body perspiration

If you think your phone needs to be replaced, check the chart below to see if it is covered under warranty. Contact us by dialing 611 on your phone and one of our customer care representatives will be glad to assist you.

New Phones
Time Frame Condition Solution Procedure
Time Frame
Less than 30 days
Condition
No physical/liquid damage
Solution
Replace with a new handset
Procedure
Contact us and request a Return Authorization number (RA#). A new handset will be shipped to you with a return pack. Defective phone must be postmarked within 14 days of receipt of the replacement phone. If assessed as liquid or physical damage, a restocking fee will be applied.
Time Frame
Greater than 30 days
Condition
No physical/liquid damage
Solution
Replace with a refurbished phone
Procedure
Contact us and obtain a return authorization number (RA#). A replacement handset will be shipped to you with a return pack. Defective phone must be postmarked within 14 days of receipt of the replacement phone. If assessed as liquid or physical damage, a restocking fee will be applied.
Time Frame Condition Solution Procedure
Time Frame
Less than 90 days
Condition
No physical/liquid damage
Solution
Replace phone with another refurbished phone
Procedure
Contact us and obtain a return authorization number (RA#). A replacement handset will be shipped to you with a return pack. Defective phone must be postmarked within 14 days of receipt of the replacement phone. If assessed as liquid or physical damage, a restocking fee will be applied.
Time Frame Condition Solution Procedure
Time Frame
Greater than 1 year
Condition
Phone not working properly
Solution
1. Try to repair for a cost, depending on the damage
2. Buy a replacement phone
Procedure
Ship the phone to us for repair (customer responsible for shipping fees).
To buy a replacement phone, please contact us.
Time Frame
Greater than 30 days but less than 1 year
Condition
Physical or liquid damage
Solution
1. Replace phone for a cost
2. Buy a replacement
Procedure
Ship the phone to us for repair (customer responsible for shipping fees).
To buy a replacement phone, contact us.

You can dial 911 for emergency assistance, and for SimplyConnect customers, the call is always free! But who do you reach when you place that call?

In many areas, you connect to the 911 service provided by the municipality or province. In other areas, where there is no 911 service, calls are sent to a local emergency service provider prepared to handle the situation (e.g. a local police department). You get the closest emergency assistance available.

Tips for Using 911

When calling 911, always provide 1) your name, 2) wireless phone number and 3) the location you are calling from. And remember, it's important to speak clearly. Unlike wireline-based E911, the emergency operator does not know your actual location until you provide this information. Stay on the line for as long as the 911 operator requires. Calls to 911 are free so take all the time that you need. Leave your handset turned on after hanging up in case the 911 operator needs to call you back. Please do not program 911 into your speed dial. This can lead to accidental calls that take up valuable emergency resources.

A Note About Limitations

Calls to 911 from your wireless phone are subject to the same limitations as regular wireless calls. For example, if you are underground or too far from a wireless network antenna, the quality of your call may be affected, or you may not be able to connect to the network.

Phase One Enhanced 911

Phase One Enhanced 911 or E911 is a computer-aided communication system that helps emergency providers react more quickly and accurately to calls. When you dial 911, the system provides the operator with important information, such as your wireless phone number and the location of the cellular tower handling the call.

E911 helps 9-1-1 operators to quickly identify the most appropriate emergency service to dispatch.

Where E911 is not available, we provide voice connectivity to a local emergency services provider. In this case, neither your wireless phone number nor your location will be displayed to the 911 operator.

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

Text with 9-1-1 (T9-1-1) allows customers that are members of the Deaf, Hard of Hearing or Speech Impaired (DHHSI) community to communicate with an emergency 9-1-1 operator via text message once they have registered for the service.

As of January 23, 2014, SimplyConnect is T9-1-1 service ready across Canada (where local emergency 9-1-1 call centres have made the necessary upgrades to support the T9-1-1 service).

View the emergency call centre roll out schedule of the T9-1-1 service at www.textwith911.ca.

Registration for this service is now available.

Limitations of T9-1-1:

T9-1-1 is not supported for data only devices (i.e. tablets), IP based devices, and landlines.

Visit the Accessibility page to browse the Accessible Devices for Customers Using T9-1-1.

How does the 30-day Money Back Guarantee work?

You may return Equipment purchased from Cityfone within 30 days from the date of activation of the Equipment to us as long as you return it to us in complete and original condition and you have not used more than your plan’s monthly voice, text and data usage limits. Cityfone will refund you the purchase price for the returned Equipment and will not charge you any early cancellation fee, provided that you return the Equipment in its original condition, together with all accessories, manuals and packaging. If your Equipment is not returned in its complete and original condition or any accessories, manuals or packaging are missing or damaged, Cityfone may, at its discretion, still accept the return of your Equipment. However, we may charge a replacement fee for any of the missing or damaged items. A list of these fees is available on the Charges and Service Fees page. You will be billed for all charges incurred up to the cancellation date. After 30 days, you will be responsible for an early cancellation fee equal to the device subsidy multiplied by the number of months remaining in your contract term divided by the total number of months of your term (plus applicable taxes).

How long does it take for my order to be shipped to me?

Allow 3-5 business days for delivery from the time of order.

What is a SIM card?

A SIM card, also referred to as a smart card, is necessary for the operation of GSM phones. It stores your service information and can be used to store your phone book entries. The SIM card comes pre-inserted and pre-activated with your new phone. Our SIM cards are LTE network compatible and “3-in1” as they can fit into Nano, Micro, and Standard types enabling phone.

Do I receive warranty with my new cell phone?

Devices come with a 12-month manufacturer's warranty. All accessories and batteries come with a 90-day warranty. Any malfunction due to misuse, physical or liquid damage is not covered by the manufacturer's warranty. Lost or stolen phones are the responsibility of the owner and are not covered under warranty. Please call Customer Care for warranty assistance.

How do I pay my monthly bill?

Your monthly bill is conveniently charged to your credit card on the payment due date each month. You will receive a statement detailing your monthly wireless charges. On your credit card statement, your charge will be identified as from Cityfone.

What charges will appear on my first invoice?

Your first invoice will be slightly different as it includes the advance billing for the current month and a prorated charge for the month in which the service was activated. This charge is equal to the monthly plan amount prorated by the number of days from activation until month end. Don't worry --- your future invoices will only include one month's worth of charges.

What charges will appear on my last invoice?

Your last invoice will not contain any charges for monthly services, just unbilled additional usage, long distance, roaming, SMS and other similar usage charges. These charges can sometimes take up to two months from the date of cancellation to appear on your wireless invoice.

Does the battery need to be fully drained before I charge it?

Your phone's battery should be properly conditioned to reach its peak performance. For best performance, please consult the manufacturer’s guide that comes with your phone.

Why don't all numbers display on my call display?

If your call display does not work, please check the following:

  • Have you subscribed to call display?
  • Some numbers are blocked and will not be displayed on a phone.

These are numbers such as 1-800 numbers, private numbers, numbers blocked by the calling party, calls originating from a business switchboard or a pay phone, accidental roaming, roaming outside of Canada, internationally originated calls and calls forwarded to your phone from another phone.

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

Call customer care immediately and report your phone missing. Customers calling after business hours are advised to leave a voice message with their account and cell phone number. We will temporarily suspend your line and block it from any further use. Once you've called customer care, a representative will provide you with options to obtain another phone if necessary.

Can I change my plan or wireless extras service options?

Yes, you can make some changes in your plan. Contact us to know what options are available to you.

Can I keep my current phone number?

Call customer care and we will check whether your number is eligible for transferring, free of charge. If it is, we will start the process of transferring. You can select the plan and phone combination that’s right for you.

What is roaming and what are the charges?

We offer our customers the ability to roam on other carriers’ networks when traveling outside of Canada. Calls made while roaming are not included in your monthly plan.

There is now only one per minute rate for each country and region, making it easier to budget and track your roaming usage. For example, the same rate will apply for local calls and for calls back to Canada while in your roaming destination.

Roaming usage is charged on a per minute basis and is rounded up to the next minute. All charges are billed directly to your account in Canadian funds. In unusual circumstances, calls may appear on your invoice up to 120 days after they were made. Rates are subject to change.

Check our different roaming options:

  • Travel Packs
  • Snowbird plans

How can I set up and check my voicemail?

Setting up and checking voicemail (if applicable)

To set up voicemail:

  • Press and hold the 1 key on your mobile phone.
  • Follow the voice prompts to enter your personal password and greeting.

To check voicemail:

  • Press and hold the 1 key until dialling begins. (To access from another phone; skip this step. Dial your mobile number and interrupt the greeting by pressing #.)
  • Follow the prompt to enter your password and review your first message.
  • Once you have reviewed the message, you may erase it by pressing 7 or save it by pressing 9.

Note: Accessing your voicemail from your mobile phone uses airtime minutes.

How do I change the ringer volume?

On most wireless phones, the volume can be set with the dedicated volume control key or directly from the phone settings.

I can't hear the other person. Is there something wrong?

Your speaker volume may be turned down. In order to increase the speaker volume you must adjust the setting while on a call.

My screen is black. What do I do?

Make sure the phone is turned on and fully charged. If your battery is drained it will shut off the phone, which results in a black screen. You must charge the phone and use the power button to turn it back on.

If your battery is fully charged it could be due to the backlight being turned off. In order to save power, all phones turn off the backlight after idling for a short amount of time. To turn on the backlight, press any key on the phone (make sure the key-lock function is off). For best performance, please consult the manufacturer’s guide that comes with your phone.

What is wireless data?

Digital information that is transmitted or accessed over the air to a wireless device such as a mobile phone or smartphone enabled for mobile Internet access. Data includes sending/receiving email and instant messages, downloading content from 3rd party sites, tethering, web browsing and using mobile applications. It excludes typical voice transmission.

What can I do with data?

  • Browse and search for information using popular search engines
  • Visit your favorite news/weather/sports sites
  • Access your social networks such as Facebook, Twitter and Flickr
  • Send and receive emails and instant messages and download attachments
  • Mobile Applications Use mobile applications such as Google Maps or choose from thousands of other applications available
  • Watch videos on YouTube™ download music, upload pictures and challenge others in online gaming

How is data usage calculated?

Data is billed according to the volume of data transferred, and not for the amount of time a customer is connected. Data activities are calculated for each KB of data that is downloaded over the network, with usage rounded to the next full KB. Eg: 1,024 KB = 1 MB; and 1,024 MB = 1 GB.

What about data usage while travelling?

Data is billed differently abroad compared to when in Canada. If you subscribe to a plan with data, the plan does not apply when outside of Canada. Data usage charges will incur when smartphone customers roam outside of Canada unless data is turned off on the device. If data is not turned off, even if you do nothing, applications will continue to update in the back end, and you will incur incidental charges.

How is wireless 911 different from landline 911?

Learn more on our 911 service page.

What’s the process should I have a concern or complaint?

We strive to provide outstanding customer service each and every day. We realize that there's always room for improvement, so we want to make it easy for you to voice any concerns you may have and resolve them in a satisfactory manner.

* STEP 1: Contact Customer Service to discuss any questions or concerns you may have regarding our service. Our customer service representatives will be happy to assist.

* STEP 2: You can request to speak with a team leader if the customer service representative is unable to resolve your concern to your satisfaction. The team leader will do everything in their power to solve your problem. We suggest you take the following information for reference:

  1. The team leader's name and extension number
  2. The date & time the conversation took place

* STEP 3: Most complaints will be resolved within the first two steps. If not, we encourage you to contact our call centre manager. Our team leaders will be happy to provide you with the direct contact information of our call centre manager.

* STEP 4: Should your concern still be unresolved after completing the previous steps, you may pursue the issue further by filing your complaint with the Commission for Complaints for Telecom-television Services (CCTS).

What is the CCTS?

The Commission for Complaints for Telecom-television Services is an agency independent of the telecommunications industry, whose mandate is to resolve complaints of individual and small business retail customers about their telecommunications services. If you have a complaint about your services, including local or long distance telephone services, wireless telephone service, or Internet service, you must first try to resolve it directly with your service provider. If you have done so and have been unable to reach a satisfactory resolution, CCTS may be able to help you, free of charge. To learn more about CCTS, you may visit its website at www.ccts-cprst.ca or call toll-free at 1-888-221-1687.

Service Charges
Type Charge
Type
Early Cancellation Fee
Charge
Equal to the device subsidy multiplied by the number of months remaining in your contract term divided by the total number of months of your term (plus applicable taxes).
Type
Invoice reprint
Charge
$2.50 per invoice
Type
Non Sufficient Fund (NSF) charge
Charge
$15.00
Type
Reconnection fee
Charge
$15.00 per line
Type
Account split/transfer
Charge
$15.00
Type
Phone number change
Charge
$25.00
Type
Security deposit (when applicable)
Charge
$150.00
Type Charge
Type
Box
Charge
$5
Type
Tray
Charge
$5
Type
Manual
Charge
$10
Type
Wall charger
Charge
$20
Type
Accessories
Charge
$20
Type
SIM tray
Charge
$20
Type
Data cable
Charge
$20
Type
Battery
Charge
$40
Type
Password removal fee
Charge
$90
Province Description Charge
Province
Nova Scotia
Description
Nova Scotia 911 Fee
Charge
43 cents
Province
Alberta
Description
Alberta 911 Fee
Charge
44 cents
Province
Quebec
Description
Quebec Municipal Tax for 911
Charge
46 cents
Province
New Brunswick
Description
New Brunswick 911 Fee
Charge
53 cents
Province
Saskatchewan
Description
Saskatchewan 911 Fee
Charge
62 cents
Province
P.E.I.
Description
P.E.I. 911 Fee
Charge
70 cents
Province
Newfoundland and Labrador
Description
Newfoundland and Labrador 911 Fee
Charge
75 cents
Service Per use fee
Service
Additional Local Minutes
Per use fee
$0.35/min
Service
Long Distance Minutes within Canada and from Canada to the U.S.
Per use fee
$0.35/min; Local airtime excluded
Service
Outgoing Text from Canada to a Canadian Number
Per use fee
$0.20/text
Service
Outgoing Text from Canada to a U.S. Wireless Number
Per use fee
$0.25/text
Service
Outgoing Text from Canada to an International Wireless Number
Per use fee
$0.35/text
Service
Outgoing Text while Roaming Outside Canada
Per use fee
$0.75/text
Service
Outgoing Picture or Video Messages to Canadian number
Per use fee
$0.50/message
Service
Outgoing Picture or Video Messages to a U.S. number
Per use fee
$0.75/message
Service
Outgoing Picture or Video Messages to an International number
Per use fee
$0.75/message
Service
Data usage in Canada without a bundle
Per use fee
$1/MB
Service
Data usage while roaming in the U.S. without a bundle
Per use fee
$1/MB

1. Can I keep my current phone number?

Call customer care and we will check whether your number is eligible for transferring, free of charge, using the Local Number Portability. The Local Number Portability enables Canada’s wireless phone subscribers to keep their phone number when changing service providers. This is similar to the system which is currently in place for home and business numbers. If it is, we will start the process of transferring. You can select the plan and phone combination that’s right for you.

2. Can I port my pay-as-you-go wireless number?

Yes, it is possible to transfer a phone number from a prepaid wireless service. But before considering a switch, you should ensure that your phone number is still active with your prepaid service provider. Please also note that any unused prepaid minutes cannot be switched over.

3. Can I port my landline phone number to wireless?

Yes, it is possible to keep the same phone number when transferring your landline phone service to wireless service.

4. Will I be able to keep my existing phone?

It’s possible if you currently have a GSM network phone that works in Canada. Your cell phone must be unlocked or compatible with our network. We recommend upgrading your phone at the time of switching to ensure the best possible wireless experience.

5. What are the benefits of transferring my phone number to your service

  • Reliable national LTE network
  • Live agents, dedicated to customer service
  • Easy to order
  • Free delivery
  • Free paper billing
  • 30-day money-back guarantee

6. How does my phone number get ported?

Contact our customer and we will check whether your number is eligible for porting, free of charge. If it is, we will start the process of porting. You can select the plan and phone combination that’s right for you.

We will notify your previous service provider if you wish to move your number from their service. Please note that you are still responsible for any cancellation fees and residual charges that may be owing under your previous service provider’s agreement.

7. Is every phone number eligible for porting to another service provider?

No, not every number is portable. Some areas of rural Canada are not eligible for Local Number Portability. Call us to find out if and when your phone number is eligible.

8. What is the cost of porting my number?

We do not charge any fees for porting your wireless telephone number. However, cancellation charges may apply from your current provider. You should check with them. We are not responsible for any contractual obligations and monthly fees relating to the service agreement with your previous service provider.

1. What is the Wireless Home Phone service?

The Wireless Home Phone service is a service offering customers a value-priced home phone solution leveraging the SimplyConnect cellular network. Unlike traditional home phone services, the Wireless Home Phone does not use any interior wiring or phone jacks, but utilizes the wireless cellular network to make and receive phone calls. By connecting a Wireless Home Phone device to a customer’s existing regular corded or cordless telephone, all calls made on the regular phone now take place over the SimplyConnect cellular network instead.

2. Do I need any special equipment?

The only equipment that is required to purchase for this service is the ZTE Wireless Home Phone device. The only other equipment you need is a regular corded or cordless phone.

3. What kind of phone do I need to work with the Wireless Home Phone device?

Most standard touch tone phones may be used. Cordless phone systems (DECT) provide the most flexibility and allow you to easily place additional handsets throughout your home. Cordless phone systems still need to be plugged into a power outlet. During a power outage, a standard corded phone which doesn’t require electrical power is recommended.

4. How do I install the Wireless Home Phone device?

The Wireless Home Phone device is simple to use and easy to install. Follow the easy steps below for installation:

  1. Plug the Wireless Home Phone device into any home electrical outlet and slide the on/off switch to the on position.
  2. Raise the antenna to an upright position and check the signal strength.
  3. Plug your current home phone unit into the device.

A Quick Start Guide is included with your device and will provide you the most common installation methods.

Some helpful hints:

  • Installation near a window is strongly recommended to ensure the strongest possible wireless signal in order to maximize voice quality.
  • If the Wireless Home Phone signal strength indicator does not display high signal strength (Green) or voice quality is unacceptable, you may need to relocate the device to another part of the home with a stronger wireless signal.

5. Does the Wireless Home Phone device support data or text messaging?

No. The Wireless Home Phone device gives you access to the wireless cellular network and therefore does not support data, and/or text messaging. The Wireless Home Phone device is a voice solution only.

6. Do I need a broadband internet service for the Wireless Home Phone device to work?

No. The Wireless Home Phone device is a voice solution and therefore does not require any connection to a broadband internet service. The Wireless Home Phone operates on the wireless cellular network.

7. Can I move the Wireless Home Phone device to another location?

Yes you can. The Wireless Home Phone device is portable and can be moved to another location within Canada. So if you have a cottage, a temporary home, or are a university student, this product is an ideal solution for you to maintain your existing number and continue to be reached on your wireless home phone number. The Wireless Home Phone device includes unlimited outgoing and incoming Canada-wide calling, which means that you can make or receive calls within Canada without worrying about additional charges.

8. Will the Wireless Home Phone device work in areas with no or low wireless signal strength?

No. The Wireless Home Phone does require a strong wireless signal in order for the service to work. It is recommended to put your device close to a window, to ensure the best possible voice quality.

9. Will the Wireless Home Phone work with any phone? Will it even work with my old rotary phone?

The Wireless Home Phone will work with any corded or cordless phone; however, it is not compatible with the old rotary phones. The Wireless Home Phone device will support up to two cordless phone base stations. So if your cordless phone system has two base stations, the Wireless Home Phone can support each of these base stations.

10. Can I make international calls with this device?

You can make any U.S. or international calls from your Wireless Home Phone. Calls can be made either to a land line or a mobile number. There are various rates based on the country you call, and Long Distance packages are offered to give you lower long distance rates. Please refer to the Wireless Home Phone page on our website for more information.

11. Can I port my existing home telephone number?

Yes. In most situations, you will be able to port your existing home telephone number to the Wireless Home Phone Service.

12. How do I set up my voicemail for Wireless Home Phone?

To set up your voicemail service, simply press the #1 key.

The first time you access your voicemail service you’ll be prompted to create:

  • Your own personal access code
  • A personal greeting and a recording of your name

13. How do I retrieve my voicemail messages?

To retrieve your voicemail messages, simply press the #1 key.

14. Can I take this device with me to the U.S.? We have a condo and it would be great for the summer months?

No. The Wireless Home Phone device does not work within countries outside of Canada.

15. Can I do call forwarding and conference calling from this device?

Yes. Call forwarding, conference calling and call waiting are included in the monthly fee. Enhanced voicemail and call display are also included.

16. Can I take the SIM and use it in my smartphone?

No. The Wireless Home Phone SIM card can only be used exclusively with the ZTE Wireless Home Phone device. If you lose or damage your Wireless Home Phone SIM card, you can purchase a specific Wireless Home Phone SIM card from SimplyConnect.

17. I have a home security system, does the Wireless Home Phone service work with home security?

No. Unfortunately, the Wireless Home Phone service is not compatible with all home security systems. The service is not compatible with these other products:

  • Fax machines
  • Medical alert systems
  • Dial-up internet service
  • Wireless messaging and data services

18. Do you have user manuals for the devices?

A comprehensive User Manual is available here for more detailed information on the device.

Speak to a SimplyConnect customer care representative by dialling 611 on your cell phone.

Other ways to get support