Support | Ice Wireless

How can I get an Ice Wireless Plan?

To sign up for an Ice Wireless plan you will need to visit your local Ice Wireless store or visit us online.

How soon can I start using my Ice Wireless service?

Your Ice Wireless Plan will become active the moment you signup. The units associated with your plan will be pro-rated for the remaining period of the month (depending on the signup date). For example, if you sign up on the 15th of the month for a plan that comes with 4GB of Data, you will have 2GB of Data allocated for the rest of the month. Starting with the 1st of the following month, the full 4 GB will be allocated. Same policy applies for Add-ons.

What happens while my number is being ported?

During the porting process, we provide you with a temporary phone number so that you can begin enjoying our service immediately.

How do I change my plan?

You can change your plan by visiting your local Ice Wireless store, contacting our Customer Care Team (dial 611 from your Ice Wireless phone number) or through our online self-serve portal.

How do I change my phone number?

You can change your phone number by visiting your local Ice Wireless store or by contacting our Customer Care Team (dial 611 from your Ice Wireless phone number).

How do I change my address or other contact information?

You can update your account information directly from the Ice Wireless Accounts Portal (coming soon), by visiting your local Ice Wireless store or by contacting our Customer Care Team (dial 611 from your Ice Wireless phone number).

Where can I see my account number?

Open your Ice Wireless invoice and check the upper, right corner of the first page, next to your Account Name. Your Ice Wireless account code is listed there. If you still need help, contact our Customer Care Team via email or phone (dial 611 from your Ice Wireless phone number)

What are the applicable administrative Charges

The following administrative charges may be applied during the life of your service: SIM Replacement fee: $25 Changing your phone number: starting with $25, depending on the format of the new number

How do I cancel my service?

You may cancel your service at any time by contacting our Customer Care Team via email or phone (dial 611 from your Ice Wireless phone number). Note, however, that you will be required to pay for any and all charges incurred up to the date of termination, as well as any applicable Early Termination Fees according to your Service Agreement.

First Invoice

Your first invoice will be issued on the 1st of the following month and will contain the following: The recurring service charges (Service Plan(s) and Add-ons), pro-rated from the date of activation to the end of the previous month. The recurring service charges (Service Plan and Add-ons) in advance for the current month. Any usage charges incurred from the date of activation to the end of the previous month. Any one-time set-up fees.

Monthly Invoice

The invoice is being issued on the 1st of each month and due by the 15th. Your monthly invoice will usually display: The recurring service charges (Service Plan and Add-ons) in advance for the current month Any usage charges incurred during the previous month

Final Invoice

Your final invoice will consist of: Any amount remaining to be paid at the date of your service termination (including unbilled usage) Any hardware subsidy remaining to be paid at the date of your service termination, if applicable. Please keep in mind that any security deposit amount will be used against the closing balance and any remaining security deposit amount will be returned.

How will I receive my invoice?

You may choose between email billing and paper billing (a hard copy of the invoice will be delivered to you by regular mail)

What are pro-rated charges?

If a new Service or Add-on is activated mid-month, the service charge will be pro-rated to reflect the mid-month change. Your next invoice will display partial charges for the month when the changes took place plus the charges in advance for the current full month.

Why am I being asked for a security deposit?

Ice Wireless provides credit-based services that are subject to a credit approval process. Following a standard verification using the tools available to us, we may determine that such credit information is not in compliance with the Services or credit limit requested. In this context a security deposit is requested to cover any potential payment delays.

When do I get my security deposit back?

The security deposit can be refunded, on request, after 12 consecutive invoices have been paid before the due date, or when you terminate your account. Alternatively, you may use this amount against the open balance on your account. The Security Deposit will earn interest based on 1% above the Bank of Canada’s target for the Overnight Rate in effect at the time of the return, calculated monthly.

Will I have to pay a security deposit for each line I activate on my account?

If a security deposit is needed, we will ask for this deposit to be submitted only upon initial activation, regardless of how many lines are activated under the same account.

What payment methods are available?

The following payment methods are available: Pre-authorized credit card payments Pay your invoice directly at a local Ice Wireless store Pay over the phone by dialing 611 from your Ice Wireless phone number Make a payment through most major Canadian financial institutions Mail a check or money order at 675 Cochrane Drive, East Tower, 6th Floor, Marhkam, ON L3R0B8, Canada

How can I set-up pre-authorized credit card payments?

Pre-authorized credit card payments can be set up from the Ice Wireless Accounts Portal (coming soon) or by contacting our Customer Care Team (dial 611 from your Ice Wireless phone number). Payment for your monthly invoice will be automatically withdrawn from your credit card on the invoice due date. Should you need to change/update the credit card details registered for pre-authorized payment, please keep in mind that the new information needs to be forwarded to us at least 5 days before the invoice due date.

What happens if my payment is overdue?

A late payment charge may apply if payment has not been received fifteen days after the invoice date. This charge is a monthly compound rate of 1.5%. Please note that your account may be suspended once 2 invoices become overdue.

What is Share Plan?

A Share Plan allows you to share your Ice Wireless service with your family, friends of co-workers. You can share access to the voice, SMS and Data service, as well as your included units.

How many people can I add to the Share Plan?

You can share the Service with up to 3 other users.

How much will it cost me to share my plan?

You can share your plan for a one-time fee of $25 fee for each new user added and a monthly fee of $35 per user. To verify if your plan can be shared with other users, please visit the Plans section available on our website.

How do I setup a Share Plan?

You can setup Share Plan for your account by visiting your local Ice Wireless store or by contacting our Customer Care Team (dial 611 from your Ice Wireless phone number).

Can I return a phone I bought from Ice Wireless?

You may return the handset for a full refund or exchange within 15 days of the purchase. Keep in mind that the device must be returned in like-new condition with the original packaging, accessories and receipt. Furthermore, your cumulated usage cannot exceed 30 minutes of talk time and/or 50 MB of internet traffic.

Do phones purchased from Ice Wireless come with warranty?

Your device purchased from Ice Wireless is subject to Manufacturer’s warranty, which is typically valid for one year with your original purchase receipt. If your device was purchased as part of an Agreement and is under warranty with Ice Wireless or the manufacturer, you may request a free loaner device for use during the repair period. In order to use the warranty for your device you must also bring the original packaging and accessories along with the purchase receipt. Warranty does not cover damages caused by misuse.

Lost or Stolen phone

If your device is lost or stolen, you should immediately contact Ice Wireless to suspend the service and protect against unauthorized use. We do not charge a fee for suspending or reactivating the service but the monthly charges will continue to be billed on your account during the time service is suspended.

Pre-ordering Phones & devices

Ice Wireless gives you the opportunity to pre-order your favorite device if it’s not available in your local Ice Wireless store. Our agents will be able to assist you with your order and offer you a loaner device until your new phone arrives. The process involves filling in a Pre-Order agreement and making a down-payment.

How do I access my Voicemail?

After configuring your Voice Mail Center number, you can access your mail box by pressing and holding the “1” key from your handset.

How do I check my messages?

When using your Ice handset press and hold the “1” key or press directly the Voice Mail button, then proceed to following the instructions in the Voice Mail Menu.

For how long will my unheard messages be stored?

You can keep your unheard messages for as long as you like, as no aging policy applies.

Can I have my messages automatically erased?

Yes, you may choose to have heard/unheard messages erased automatically after a period starting immediately and going up to 60 days. You will need to contact our Customer Care Team to set up the number of days after which you would like the messages erased.

How do I set up the number of rings before the Voicemail kicks in?

In order to configure the number of rings, please contact our Customer Care Team by dialing 611 from your Ice Wireless phone number.

How do I change or reset my password?

When using your Ice handset: press and hold the “1” key or press directly the Voice Mail button, then proceed to following the instructions in the Voice Mail Menu or contact our Customer Care Team by dialing 611 from your Ice Wireless phone number.

How do I change my personal greeting?

When using your Ice handset press and hold the “1” key or press directly the Voice Mail button, press "3" to reach the "No answer greeting menu" and once again "1" to record new message.

What is Call Forwarding?

Call forwarding immediately redirects calls intended for your mobile phone to another number, such as your home or office number. You can still make outgoing calls when this feature is turned on.

How do I turn on Call Forwarding?

You need to dial *21* followed by the number you wish to forward all your calls to (please dial 1 in front of the number for any long distance phone number) and then #.

How do I deactivate Call Forwarding?

You need to dial #21# followed by the number you wish to forward all your calls to (please dial 1 in front of the number for North America).

How does a Virtual Number work?

Ice Wireless can provide you with a local presence outside of your area by configuring a Canadian or even an International Virtual Number, always forwarded on your Ice line. As soon as your new number is assigned you can start receiving unlimited phone calls.

How much will I pay for a Virtual Number?

The Virtual Number is an exclusive service provided by Ice Wireless charged depending on the zone. Additional details regarding the costs can be found here or by contacting our Customer Care Team (dial 611 from your Ice Wireless phone number).

How do I purchase a Virtual Number?

Virtual Numbers can be purchased and assigned to your account by contacting our Customer Care Team (dial 611 from your Ice Wireless phone number).

Can I place calls using my Virtual Number?

No, the Virtual Number is configured to always be forwarded to your Ice Wireless line. You will be able to receive unlimited calls, however you will not be able to make any calls from it.

How much will the caller be charged for calling my Virtual Number?

By choosing a Virtual Number your family, friends or clients will be able to reach you at the cost of a local / national call, giving you a virtual presence in their area. Charges incurred to the caller vary depending on the carrier/service used by the caller.

How does it work?

ICE Wireless Home Phone uses the ICE cellular network to provide phone service to your corded or cordless home phone(s). Place it anywhere in your house where you have a wireless signal. It does not require the use of a home phone wall jack like traditional home phone service. Setting up the service requires connecting a device (which uses an Ice Wireless SIM card) to your home phone. That’s it!

Home phone Features

Your home phone comes pre-loaded with: Unlimited Canada wide long distance, Advanced Voicemail, Smart Call Flow, Caller ID, Call Waiting, 3-Way Conference Calling, Advanced Call Blocking, Speed dial, Call Hold and Emergency 911 Services. This service is also compatible with Virtual Numbers. Click here) for more details about Virtual Numbers.

Canada Rates

You can check the rate applicable for your plan here.

Long Distance to US

You can check the rate applicable for your plan here.

Where in Canada can I use my Ice service?

Ice Wireless Canada currently has a roaming agreement with Rogers Canada and Videotron. This means that you will be able to use your Ice Wireless service in all the area covered by the carriers previously mentioned. For details regarding the Roaming fees and coverage map, please click here.

What areas does Ice Wireless cover?

Ice Wireless currently covers Iqaluit, Whitehorse, Behchoko, Yellowknofe, Dettah, Hay River and Inuvik. For details regarding the coverage map, please click here.

How can I use my Ice service when travelling out of the country?

All the Ice Wireless postpaid plans have the “Roaming” feature enabled by default. This means that, as long as you visit an area where we have a roaming partner, you will be able to use your Ice Wireless service.

While traveling outside Canada, where can I use my Ice service?

Ice Wireless Canada currently has international roaming agreements with the following carriers: AT&T – United States of America NewCore – United States of America Vivacom – Bulgaria Vodafone - India This means that you will be able to use your Ice Wireless service in all the area covered by the carriers previously mentioned. For details regarding the Roaming fees and coverage map, please click here.

How can I get an Ice Wireless Prepaid Plan?

To sign up for an Ice Wireless prepaid plan you will need to visit your local Ice Wireless store. For details regarding our locations, please check the Contactsection on our website.

How soon can I start using my Ice Wireless prepaid plan?

Your plan will become active the moment you top-up your account. Depending on the type of prepaid service you chose, the corresponding units will be allocated.

Can I port over my number to Ice Wireless?

Yes! You can check if your number can be ported or not by using the "Portability Check" box located on our Home Page, lower left corner.

Can I still port my number if I cancel the service with my other provider?

No. A phone number can only be ported to Ice Wireless if it is active with your current provider; you may need to fulfill any contractual obligations including payment of any cancellation fees to your old service provider (if applicable).

What happens while my number is being ported?

During the porting process, we provide you with a temporary phone number so that you can begin enjoying our service immediately.

Can I transfer an existing landline to Ice Wireless?

Yes, landline numbers can also be transferred to the Ice Wireless network. You can check if your number can be ported or not by using the "Portability Check" box located on our Home Page, lower left corner.

How do I verify if the settings for MMS are correct?

Access the MMS APN Setting of your phone and type the following: Name: MMS APN: mms MMSC: http://mmsc.icew.ca:2134 APN Type: mms Keep in mind that the MMS will only function properly if the Internet APN is set up correctly (check the “Setting up Data” section for details regarding Internet APN settings). Alternatively, you may contact our Customer Care Team by dialing 611 from your Ice Wireless phone number.

How much will I be charged for sending/receiving international SMS/MMS?

All incoming SMS/MMS is free of charge; outgoing international SMS/MMS is free of charge starting with the $45 plan. For lower plans, the cost is $0.35 per SMS/MMS.

What are the applicable administrative Charges

The following administrative charges may be applied during the life of your service: SIM Replacement fee: $25 Changing your phone number: starting with $25, depending on the format of the new number

How do I cancel my service?

Should you decide that you want to stop using your Prepaid Ice Wireless service, you can simply stop topping up your account once your service period expires. Please make sure you disable any pre-authorized payment before the next due date, if the case.

How do I recharge my account?

You can recharge your account by: Dialing *423# (*ICE#) from your mobile phone – Option 4 Dialing *729# (*PAY#) from your mobile phone Over the phone with our Customer Care team by dialing 611 from your Ice Wireless phone number Make a payment at an Ice Wireless store; check locations here. Enable Pre-authorized credit card payments by contacting our Customer Care team (dial 611 from your Ice Wireless phone number)

Can I return a phone I bought from Ice Wireless?

You may return the handset for a full refund or exchange within 15 days of the purchase. Keep in mind that the device must be returned in like-new condition with the original packaging, accessories and receipt. Furthermore, your cumulated usage cannot exceed 30 minutes of talk time and/or 50 MB of internet traffic.

Do phones purchased from Ice Wireless come with warranty?

Your device purchased from Ice Wireless is subject to Manufacturer’s warranty, which is typically valid for one year with your original purchase receipt. If your device was purchased as part of an Agreement and is under warranty with Ice Wireless or the manufacturer, you may request a free loaner device for use during the repair period. In order to use the warranty for your device you must also bring the original packaging and accessories along with the purchase receipt. Warranty does not cover damages caused by misuse.

Lost or Stolen phone

If your device is lost or stolen, you should immediately contact Ice Wireless to suspend the service and protect against unauthorized use. We do not charge a fee for suspending or reactivating the service but the charges will continue to be billed on your account during the time service is suspended.

Pre-ordering Phones & devices

Ice Wireless gives you the opportunity to pre-order your favorite device if it’s not available in your local Ice Wireless store. Our agents will be able to assist you with your order and offer you a loaner device until your new phone arrives. The process involves filling in a Pre-Order agreement and making a down-payment.

The prepaid Ice Wireless service currently covers the following areas:

Iqaluit Whitehorse Behchoko Yellowknofe Dettah Hay River Inuvik For details regarding the coverage map, please click here. Roaming with your prepaid Ice Wireless service will be available soon!

How does prepaid work?

Prepaid plans are provided in 30-day billing periods, starting with the date of activation. In order to activate the plan, the monthly fee (plus add-ons and additional features, if the case) will automatically be collected from your account balance, on the first day of the billing cycle. Subsequently, after each 30 day period, the service fees will be collected in order to renew the plan.

What features come by default with prepaid?

Call Forwarding Call Waiting Call Transfer Caller ID

What happens if there is not enough balance to renew the plan?

If the account balance is not sufficient to cover the service fees, your account will be suspended. To restore service, you will have to recharge your account with sufficient balance to cover the top-up fees plus taxes.

What is the expiration policy for this plan?

If the plan is not renewed within 90 days of the last billing period, the account will be terminated.

How do I check my balance?

You can check your account balance by: Dialing *423# (*ICE#) from your mobile phone – Option 2 Dialing *225# (*BAL#) from your mobile phone Contacting our Customer Care team by dialing 611 from your Ice Wireless phone number

How do I recharge my account?

You can recharge your account by: Dialing *423# (*ICE#) from your mobile phone – Option 4 Dialing *729# (*PAY#) from your mobile phone Over the phone with our Customer Care team by dialing 611 from your Ice Wireless phone number Make a payment at an Ice Wireless store; check locations here. Enable Pre-authorized credit card payments by contacting our Customer Care team (dial 611 from your Ice Wireless phone number)

Are my add-ons and additional automatically reactivated when I top-up?

Yes. All the Data add-ons and/or additional features (Voice Mail, for example), will be renewed automatically when the new 30-day billing period begins. To deactivate an add-on/additional feature, please contact our Customer Care Team (by dialing 611 from your Ice Wireless phone number).

Can I switch from a prepaid plan to post-paid?

Of course! Switching to a postpaid plan is a process that will take only a few minutes and you can keep the same phone number. Simply, contact our Customer Care Team (by dialing 611 from your Ice Wireless phone number) or go to your local Ice Wireless store.

How do I install my Ice Wireless home phone?

1. Plug the device into a power outlet. 2. Connect your telephone handset into the Wireless Home Phone device. 3. Login to your Ice Wireless account (www.icewireless.com/login) and then select “Activate”. Your Home Phone is ready to use!

Number Port-in Instructions

If you’d like to port-in your existing phone number to be used with your new Ice Wireless Home Phone, please follow these instructions: 1. Verify that you’re able to make and receive calls using your new Ice Wireless Home Phone. 2. Login to your Ice Wireless account (www.icewireless.com/login), then select “Phone Number Transfers” and complete the form to initiate a request. We will follow up with a confirmation.

How do I access my Voicemail?

After configuring your Voice Mail Center number, you can access your mail box by pressing and holding the “1” key from your handset.

How do I turn on Call Forwarding?

You need to dial *21* followed by the number you wish to forward all your calls to (please dial 1 in front of the number for any long distance phone number) and then #.

How do I use conference calling?

1. When you’re on a call, press the Flash (or Phone/Talk) key on your phone to put the first call on hold. 2. When you hear a dial tone, dial the second number. 3. When you’re connected to the second party, press the Flash (or Phone/Talk) key again to complete the three way connection.

What is the cost for long distance calling to USA?

Calls to USA are charged $0.05/min.

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