General - Support

What can I do online?

For now you can only purchase your phone and plans.
How is airtime billed?

We bill airtime from the moment network resources are used to either make or receive a call and all calls are rounded up to the nearest minute. Outgoing calls are billed from the time you initiate the call until the call ends. Incoming calls are billed for the entire duration of the call, including the time it takes to connect the call. We don’t bill for any calls that are not connected.
When will I be charged for long distance?

Depending on your CLEARNET plan, additional long distance charges may apply. If you are on a CLEARNET Province wide plan, long distance charges will apply when you make calls make calls to destinations outside of your home province. If you are on a CLEARNET Canada wide plan, long distance charges will apply when you make calls outside of Canada. Click here to see CLEARNET's long distance rates.

Additional charges will also apply when you use your CLEARNET device outside of your home province.
Am I charged for premium messages (text and picture)?

Yes. Premium text and picture messages are not included with your monthly plan. This applies even if you have unlimited messaging in your plan. So if you sign up for any text messaging contests, you will be charged by third party companies to use their service. It's important to always read the fine print before signing up for these contests and be aware of what you're agreeing to. If you currently subscribe to a service of this nature and wish to unsubscribe, text back "STOP" and the text messages should stop.
Can I travel to the U.S. with my CLEARNET mobile phone?

Of course. With CLEARNET Mobile you get service in hundreds of U.S. cities.
How can I pay my bill?
You can pay your bill:
- At most financial institutions
- At any Western Union
- By mailing cheque or money order
- With credit card by calling us at 1-877-597-2121
Call waiting

How to accept a Call Waiting call: There are no standard steps because the process is different from phone to phone. So please check out your phone’s online user guide or http://www.CLEARNET.com/guides. How to disable a Call Waiting call: To disable the feature for the duration of an important call, press Star key (*) followed by 70. It will immediately reactivate on the next call you make or receive.
What are your long distance rates?

We have the best wireless long distance rates for calls within Canada, North America or around the world. Click here to see our calling rates.
How do I program my CLEARNET mobile phone?

CLEARNET runs on an HSPA Network - there's no activation required. Just pop in your CLEARNET SIM card and you should be on your way. If your service isn't working after inserting your CLEARNET SIM card as indicated in your phone’s Manufacturer’s User Guide or online at http://www.cleanet.com/guides, give us a call at 1-877-597-2121.
What do I do if I’ve lost my phone?

Call us at 1-877-597-2121
What is an IMEI and where can I find it?

An ESN/IMEI is a unique identification number found on every phone. To find your mobile phone’s IMEI remove the back cover of the phone, take out the battery and look for a white label with an 16 or 18-digit number.
What do I do if I forget my voicemail password?

Call us at 1-877-597-2121 to reset your voicemail password.
How do I get my phone repaired?

CLEARNET offers a variety of repair options designed to get your phone back up and running.
Click here to see the different repair options you have at your disposal.
What is your 30 day money back guarantee?

We offer a 30 day money back guarantee if you're not satisfied. You'll get back whatever you paid for your mobile phone. Any other charges however will be your responsibility. Call us at 1-877-597-2121 and we'll send you a self-addressed return mailer to ship the phone back to us. Return your phone in its original condition with all original packaging and parts, along with a copy of your receipt. Accessories are not eligible for returns or refunds unless they're defective.
Is service available nationally?

Yes, you'll be glad to know CLEARNET provides coverage to 95% of the Canadian population. So your coverage will stretch from east to west and north to south. And of course, you can always roam south of the border.