What is Red Wireless?

Red Wireless is a Rogers Authorized Dealer which features an expansive Rogers Preferred Program team. The Red Wireless Sales and Support team is highly educated on Rogers products and strive to uncover avenues to save you money while providing unparalleled customer service. We provide world-class support and help our customers connect with what matters most to them.

Who provides the service?

Services are provided through Rogers Communications.

Billing

How do I pay my monthly bill? How do you take my payment’s information?

We recommend that you set up autopay with a credit card or pre authorized debit from your bank account to ensure you never miss a payment and so you can take advantage of autopay discounts when they apply. 

You can view your bill at any time by visiting rogers.com or through your MyRogers app. Payments via credit card or Visa/Mastercard debit card can be made online or by using the app. Alternatively, you can call Rogers Customer Service at +1 (888) 764-3771 to pay with a credit card or Visa/Mastercard debit card. Payments can also be made through online banking or by pre-authorized payments set up through your MyRogers account.

Why is my first bill higher than expected? Explaining Proration?

If you do a Wireless plan change or activated a new cellular phone that is mid billing period, your usage is prorated from the date of your activation or change to the end of your billing period. Any overages that occur will be billed at regular rates.

For example: if your plan includes 100 minutes and your billing period is from the 1st to the 30th of the month and the change to our account occurred on the 15th you will have 50 minutes free in your plan because you are paying from the 15th to the 30th. (100 mins / 30 days x 15 days = 50 mins). It should be noted that your recurring fee is also prorated, so you will be charged a "partial" monthly service fee (MSF) as well.

What charges will appear on my first invoice?

Your first invoice is generated within 24-48 hours and will include any one time fees required such as the $60 setup service fee. It is important to note that if there are promotions or credits for any fees that these can take 1-2 bill cycles to credit back.

When will my credits be applied to my account?

All credits can take up to 2-3 billing cycles to be applied to your account.
If you do not see the credits after three billing cycles, please contact Red Wireless at +1 (888) 692-7184 so we can look into your account. 

How are fees and credits applied?

Plan Cost:
The monthly fee listed on your agreement is before any applicable discounts are applied. Please review the promotions and discounts section of your wireless agreement for all applicable discounts applied. Most wireless plans will receive up to a $40 discount off the original plan cost. Any additional promotions will be applied after that to reduce your fee further when promotions are available.

Device Cost:
Your phone will show the total device cost plus applicable taxes less any upfront edge discount amount. Additional financing promotions may be applied to reduce your overall device cost during promotional periods.

I had to make a down payment on my phone, What does this mean?

• Customers deemed medium risk will be required to make a down payment of 20%-30% of the hardware price, which will immediately apply to the cost of your device and reduce your monthly payments. A minimum down payment of $100 will be required. Whichever is higher.

• Customers deemed high risk will be required to make a down payment of 40%-50% of the hardware price, which will immediately apply to the cost of your device and reduce your monthly payments. A minimum down payment of $150 will be required. Whichever is higher.

• Customers deemed ultra-high risk will be required to make a down payment of 60%-70% of the hardware price, which will immediately apply to the cost of your device and reduce your monthly payments. A minimum down payment of $250 will be required. Whichever is higher.

How can I view my bill and how can I make a payment? 

You can view your bill at any time by visiting rogers.com or through your MyRogers app.
Payments via credit card or Visa/Mastercard debit card can be made online or by using the app. Alternatively, you can call Rogers Customer Service at +1 (888) 764-3771 to pay with a credit card or Visa/Mastercard debit card. Payments can also be made through online banking or by pre-authorized payments set up through your MyRogers account. 

Why does the e-mail I received from Rogers contain different pricing from what I ordered? 

The pricing specified in the Rogers e-mail and on all initial documents is shown before the discount. All discounts are applied directly to your bill, where you will see all applied promotions and discount amounts.

Who can I contact for questions regarding my bill?

Please contact Rogers Customer Service at +1 (888) 764-3771.

Plans, travel and usage

How does data work after I reach the plan limit?

There are no overages or fees for Rogers Infinite plans. Any additional data usage would simply be at a reduced speed for the remainder of the bill cycle.

What happens if I go over the data included in my plan?

There are no overages or fees for Rogers Infinite plans. Any additional data usage would simply be at a reduced speed for the remainder of the bill cycle.

What is roaming? What are the charges? Can I roam?

All Rogers Infinite plans include access to Roam Like Home. Roam Like Home allows customers to travel to the US as well as internationally and continue to use their phone plan as they do in Canada for a daily flat rate. You can visit www.rogers.com/travel for full details on travel options and roaming rates.

Can I travel with my cell phone? Are there any additional fees for international calling, roaming, or data usage abroad?

All Rogers Infinite plans include access to Roam Like Home. Roam Like Home allows customers to travel to the US as well as internationally and continue to use their phone plan as they do in Canada for a daily flat rate. You can visit www.rogers.com/travel for full details on travel options and roaming rates.

How can I monitor and manage my account online or through a mobile app?

Customers can view their account status, manage payments and much more through the myRogers app. This app is preinstalled on all Rogers devices and can be downloaded for free through the Google Play store for Android, or on the App Store for Apple devices.

Can I transfer my WHP service? What plans are available?

Yes, you can transfer your Wireless home phone service to Rogers and keep your phone number. There are a number of plans available to keep you connected to your family and friends.

Hardware

What is Upfront Edge?

The Upfront Edge program lowers the upfront cost of your device by your Upfront Edge Amount. You agree to settle your Upfront Edge Amount at a later date by either returning the device, or repaying your Upfront Edge Amount. Full details and terms can be found here: https://www.rogers.com/support/mobility/upfront-edge-program-faqs

Can I bring my own phone, or do I need to purchase a new one?

You can bring your own phone and activate a plan to use with your existing device or you can choose to purchase a new device through one of our financing options. We have two options to choose from. Regular Financing or Upfront Edge Financing

Upfront Edge
Here's how it works: https://youtu.be/Ui8FNw_RcLE

Choose a phone, get it with financing for $0 down and 0% interest, then enjoy up to $570 credit toward the total device cost

Return or keep it -Return your phone within 2 years and upgrade to the newest phone. Or just keep it and pay off your Upfront Edge amount. The choice is yours!

Regular Financing:
Financing allows customers on approved credit to finance phones, tablets, and smartwatches for $0 down. You’ll pay off the total financed amount through equal monthly payments over a 24-month period. There is 0% interest on financing.

To finance a phone, tablet, cellular-enabled smartwatch (e.g., Apple Watch), or mobile internet device, you must have an eligible postpaid plan.

What is the coverage and network quality in my area?

You can view the current coverage in your area by visiting https://www.rogers.com/mobility/network-coverage-map

Do I have to sign up to a contract?

All devices are under a 24 month term however if you are choosing to get a plan only to use with an existing device you already own, there is no contract.

Process

How long does it take to receive my new device/SIM card?

Your shipment will arrive within 3-5 business days. Please be advised that Red Wireless does not ship over the weekends or holidays. A Canada Post tracking number will be e-mailed to you so that you can monitor delivery status and activity. A $25 shipping fee may apply with your order. You can also opt for Express Shipping for a $45 fee and your shipment will be delivered within 1-2 business days via Purolator. Please note that we cannot control delivery delays by both Canada Post and Purolator once they have left our facility.

Can I keep my current phone number? What is the process for transferring the phone number to this new service?

If you would like to port your number you can do so over the phone when you speak to us, once you're a customer either by calling Rogers Customer Care at 1 888 764 3771 or through your myRogers app with the following steps:

1. Sign into your myRogers account on your device or tablet.

2. Select the temporary number and choose the option titled "Manage"

3. To begin the transfer, look for the blue banner that says "transfer my existing phone number"

4. Enter the number you are wanting to transfer and select "Check Eligibility" to confirm it is eligible to transfer.

5. Enter your previous provider's account number as requested in the form.

6. Review the details of your transfer and confirm all information is correct before proceeding to submit the transfer.

After your request is submitted, you will receive a text message on your number from your previous provider to confirm the transfer. You must reply Yes within 90 minutes to complete the request. If this is not completed within 90 minutes, the transfer will be canceled and you will need to restart from the beginning of the process. Once the transfer is complete, you will receive a text message from Rogers to confirm.

If you experience issues completing the transfer with the above steps, you can review the following video tutorial here: Guide or reach out to Rogers Customer Care at 1 888 764 3771 to complete the transfer over the phone.

Is there a trial period during which I can test the service? What is the return policy in case I'm not satisfied with the service?

If you are not 100% satisfied with your purchase, it can be returned within 15 days from the date of activation. Your date of activation is indicated in the service agreements you will receive from both Red Wireless and Rogers. All product returns must be in the original packaging and in new, re-sellable condition. We reserve the right to refuse the return. Please note that all device exchanges are subject to a $50 exchange fee and any shipping fees paid are non-refundable. Additionally, we may charge up to a 25% restocking fee for any phones or accessories not returned in like-new condition.

What happens if I lose my phone or it's stolen?

You can report it lost or stolen directly from your MyRogers app or by contacting Rogers directly at 1-888-764-3771 to report it lost or stolen. This will put a block on your device so you are not charged for any additional charges should someone use your device outside your regular plan inclusions.

I need to port my number, How can I do that?

Once you receive your order from us, please contact Rogers customer service at +1 (888) 764-3771 to request your number from your previous provider.

Why is my number different from the number I requested to be ported? 

We understand the importance of you being able to keep your existing number. To ensure this, we will not port your number ahead of time to ensure that you remain connected. We will activate a temporary number for you and send you instructions by e-mail outlining how to port your number once you receive your device.

When will I receive my shipment?

Your shipment will arrive within 3-5 business days. Please be advised that Red Wireless does not ship over the weekends or holidays. A Canada Post tracking number will be e-mailed to you so that you can monitor delivery status and activity. A $25 shipping fee may apply with your order. You can also opt for Express Shipping for a $45 fee and your shipment will be delivered within 1-2 business days via Purolator. Please note that we cannot control delivery delays by both Canada Post and Purolator once they have left our facility. 

What is your return policy?

If you are not 100% satisfied with your purchase, it can be returned within 15 days from the date of activation. Your date of activation is indicated in the service agreements you will receive from both Red Wireless and Rogers. All product returns must be in the original packaging and in new, re-sellable condition. We reserve the right to refuse the return. Please note that all device exchanges are subject to a $50 exchange fee and any shipping fees paid are non-refundable. Additionally, we may charge up to a 25% restocking fee for any phones or accessories not returned in like-new condition.

How can I have my employer discount applied to my existing account without a new device?

If you would like to add your employer discount to your existing account but are not looking to upgrade your device, please submit a request for a discount through the website. Our team will review the account and reach out with offers for your account within 3 business days on average. Please note that representatives cannot assist you with this over the phone - requests must be submitted through the website.

What options do I have to protect my device? Do you offer Device Protection or Extra Warranty Coverage?

Accidents happen! Get protected with Premium Device Protection Plans and get your first phone screen break repaired by us.

The two plans we offer are:

• Premium Device Protection for Android

• Premium Device Protection for Apple featuring AppleCare Services

Requesting a Price Plan Change

***Existing Rogers customers who are enrolling in the Rogers Preferred Program for the first time, by changing the plan and/or upgrading, will have a $50 enrollment fee on their next invoice.

Quick Guide to Price Plan Changes - Requesting a Discount:

In order to request a discount to your current Rogers plan you will need the following information:

• Your first and last name as they appear on your Rogers bill

• Your address as it appears on your Rogers bill

• The Rogers number associated with the plan you’d like to change

• A valid email address

• A copy of your latest Rogers Bill

Click here

Once you have filled out your information and select “View Offers”.

From there, please select "Existing Rogers Customer" and "I would like a discount only". Select your province and click "Next" to continue.

Please fill out the details on the next pages using the information as it appears on your Rogers bill. This is important for verification purposes. You will be asked to upload a copy of your latest Rogers bill as well as provide a piece of identification.

Once you have completed your request, please verify all the information is correct before clicking “Submit”.

Please allow 5 to 7 business days for us to process your Price Plan Change (Discount). We will email you with any updates so please check your junk folder! If further verification is needed, one of our agents will call.

Migrate your existing lines from consumer price plans to the Rogers Preferred Program price plans.

Time-limited promotions and offers are reserved for new customers ordering a new activation, or for existing customers ordering a hardware upgrade for an existing line or adding an additional line to their account. It's important to note that not all plans are eligible for price plan changes. For details on eligible plans for price plan changes, please submit a price change request to receive the best offer possible.

I already have a phone number with Rogers. Can I bring my personal number over to this program?

If you are an existing Rogers wireless customer either off contract, or on a device term that is at least 181 days into your term, you will be charged a one-time enrollment fee of $50 to change to a discounted in-market plan.

If you are a Rogers wireless customer on a term contract and have been a customer for 180 days (6 months) or less, then you are not eligible to receive a Preferred Program discount. Contact us again after 6 months have passed to apply for your discount.

All plans on an account must change to a new in-market Rogers Preferred Program plan upon enrollment. Discounts apply only to specific new plans, and do not apply to share everything, consumer, small business, loyalty, or other plan types.

Who is eligible for the employee discount?

If you are an employee of an eligible company, you are eligible for a discount on the plan cost for your primary line on select eligible plans with Rogers. These eligible plans are subject to change without notice. Each employee is eligible for discounts on one account only and may not have the discount on multiple plans across multiple accounts.

Family members or friends are not eligible to receive an employee discount unless the employee is the account holder. You can add friends and family to your own employee discounted account as additional shared lines.

Each employee will be required to provide proof of employment (corporate email, pay stub, employee letter, employee ID card, etc) in order to receive a discount or any exclusive promotions. Rogers reserves the right to request proof of employment at any time.

Employees that are on a leave from work, but still employed, may still get the employee offers as long as they can still provide proof of that employment. In most cases, a letter of employment stating that they are on leave would be accepted.

What is the process for changing an existing Rogers plan to a new employee discounted plan? (existing Rogers customer)

If you determine you are eligible to change your plan based on your contract, please submit an order on our website at redwireless.ca/vip. You may select “existing customer” then “I want a discount only” to submit your request.  We will require your proof of employment (Corporate email, letter of employment, courier status, employee ID or pay stub) to validate you.  Please ensure that you include your most recent postal code as listed on your Rogers bill so we can review your account for special loyalty offers. 

Transfer of Responsibility:

Here are the steps involved in a Transfer of Responsibility:

1. Existing Account Owner will need to call into Rogers (1-888-764-3771) and give authorization that you can take over the line. Please have them take note of the interaction number.

2. Once that is completed, you will need to call into Rogers (1-888-764-3771) with that interaction number to complete the TOR. You will need to confirm that you are taking full responsibility for the existing line. The Rogers rep on the phone will create a new Rogers account number (if required) under your name and will move the existing line over. There is a one-time fee of $50 (per line) for each TOR.

3. The Rogers rep will need to put the transferred lines onto a consumer account with a consumer plan temporarily. We will apply the RPP discount and update the plan as per your order once they have completed this.

Changes To Website Content Or Offers

Red Wireless at all times reserves the right to:

1. Correct any error, inaccuracy or omission in Website content at any time without prior notice or liability to you or any other person;

2. Change at any time the products and services advertised or made available for sale on the Website, the prices, fees, charges and specifications of such products and services, any promotional offers and any other Website content without any notice or liability to you or any other person;

3. Limit quantities available for sale or sold; and

4. Reject, correct, cancel or terminate any order, including accepted orders for any reason; including but not limited to:

a. If the product or service is not available;

b. If we do not receive confirmation of your payment from the relevant payment processing company;

c. If there has been a product or service pricing or description error, inaccuracy or omission; or

d. If you do not meet the eligibility criteria set out in our Terms and Conditions.

Questions?
Call Us: 1-888-819-1007
Text Us: 1-888-505-2899