Most Asked Questions
1: What number do I call to reach Zoomer Wireless Customer Care?
A: You can speak to a Zoomer Wireless Customer Care Representative by calling 1-888-632-1525. You can also dial 611 on your Zoomer Wireless cell phone.
2: Can I keep my current phone number and switch to Zoomer Wireless?
A: Yes, you can. Click here for more details on transferring your number.
3: How long does it take for my order to be shipped to me?
A: Allow 3-5 business days for delivery from the time of order.
4: How does the 30-day Money Back Guarantee work?
A: Zoomer Wireless provides you with 30 days to try your new phone. If you are not completely satisfied with your purchase, you can return the phone within the 30-day period and within 30 minutes of airtime, as well as 150 kilobytes of data usage, for a full hardware refund. You must obtain a Return Authorization Number (RA#) before returning the phone. An RA# can be obtained by contacting customer service. All items, including the phone and accessories must be returned in original condition for a refund. You will be responsible for service fees, any long distance or roaming charges and 411 directory assistance calls.
5: Do I receive a warranty with my new cell phone?
A: Zoomer Wireless phones 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.
6: How do I pay my monthly bill?
A: Your monthly Zoomer Wireless wireless bill is conveniently charged to your credit card on the 19th of each month. You will receive a statement from Zoomer Wireless detailing your monthly wireless charges. When you receive your statement, your charge will be identified as Cityfone.
7: What charges will appear on my first bill?
A: Your first bill will be slightly different as it includes the advanced 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 bills will only include one month's worth of charges.
8: What charges will appear on my last bill?
A: Your last bill 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.
9: What is roaming and what are the charges?
A: Roaming is when you are using the services of another carrier's network outside of Canada. Roaming usage is charged on a per minute basis and all charges are expressed in Canadian funds.
• Calls made locally within the USA are charged at 95 cents per minute.
• Calls made within the USA back to Canada will be charged 75 cents per minute in addition to the 95 cents roaming charge.
• Calls received from Canada while you are in the USA are charged at 25 cents per minute in addition to the 95 cents roaming charge.
• Services used while roaming in the U.S. and Internationally incur costs that are not covered by your monthly plan.
Purchasing a roaming bundle makes using your phone while travelling very affordable. Visit the Long Distance and Roaming page to see our current rates, and remember to give us a call to add one to your plan before you leave.
10: Can I change my plan or wireless extras services options?
A: Certainly. If you are interested in changing plans or your wireless extras service options, be sure to contact us 7 days prior to month end to have a plan change made effective for the first of the following month.
11: I ordered Voicemail. How do I activate it?
A: To set up voicemail:
1. Press and hold the 1 key.
2. Follow the voice prompts to set up your personal password and greeting.
Note: Set-up voicemail within 72 hrs from time of order or it will be deactivated.
12: Why don't all numbers display on my Call Display?
A: 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.
13: How do I change the ringer volume?
A: On most wireless phones, the volume can be set by either the navigation key or dedicated volume control key. Volume settings can also be changed directly from the PHONE SETTINGS option from the Main Menu of your phone.
14: I can't hear the other person. Is there something wrong?
A: Your speaker volume may be turned down. In order to increase the speaker volume you must adjust the setting while on a call.
15: My screen is black. What do I do?
A: 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).
16: Does the battery need to be fully drained before I charge it?
A: Do not charge the phone’s battery right away. Wait until the battery has completely drained, then charge it fully (no more than 5-6 hours). By doing this, you will prolong the battery life and enhance your phone’s performance. Zoomer Wireless provides you with 30 days to try your new phone. If you are not completely satisfied, you can return the phone for a full hardware refund within 30-days of the purchase date, if it has been used for no more than 30 minutes of airtime and 150 kilobytes of data usage. All items, including the phone and accessories must be returned in original condition at the subscriber’s cost.
17: What is a SIM card?
A: 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 Zoomer Wireless phone.
18: What should I do if I lost my phone or if it is stolen?
A: 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. Zoomer Wireless will suspend the phone 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.
19: How is wireless 911 different from landline 911?
A: Read about our 911 service on our information page.
20: What is Zoomer Wireless' process should I have a concern or complaint?
A: At Zoomer Wireless, 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 here 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 Commissioner for Complaints for Telecommunications Services (CCTS).
21: What is the CCTS?
A: The CCTS is an agency independent of the telecommunications industry, created to assist consumers and telecommunication industry participants to resolve their disputes. The CCTS strives to do this in an accessible, impartial, timely, efficient and informal manner, after direct communication between a consumer or small business and a CCTS member has proven ineffective. Visit their website www.ccts-cprst.ca or call 1-888-221-1687 for further information.