NORTHWESTEL WIRELESS MOVES TO BELL MOBILITY
Dear loyal customers,
Today, Northwestel announced the transfer of our wireless business to Bell Mobility. I can confidently say you are in good hands. Bell Mobility is recognized in Canada and globally as a leader in the wireless industry. You will have access to the latest in mobile products and services including Canada’s most reliable national voice network and access to more than 40 mobile channels through Bell Mobile TV.
We are working with Bell Mobility to ensure the transfer is seamless and effortless on your part. You will retain your current cell phones and phone numbers, and your contracts will simply be transferred to a Bell Mobility account. You will receive more information in the coming weeks about the account transfer, and I encourage you to visit this website for updates.
To our wireless customers, I wish to thank you for your loyalty to Northwestel through the years. To all northerners, I want to assure you we will continue to bring the best Internet, home phone and television services to the north and we will continue to support and sponsor organizations in your community. We take great pride in being a northern company, offering consumers and businesses innovative, competitively priced communications solutions while supporting initiatives that deliver tremendous social and economic benefits to our region.
Thank you again for your support.
President and CEO
Why is Northwestel transferring its wireless business to Bell?
Increased access to advanced wireless services is an important part of Northwestel’s Modernization Plan for the North, and with its national scale, Bell Mobility is well positioned to deliver on the capital investments required to deliver those services while Northwestel remains focused on expanding the availability and capabilities of our wireline services that we know are extremely important to northerners
When will the transfer take place?
A transition plan is underway and is scheduled to last for several months. Our goal is to make the transition smooth and seamless for customers. Details regarding the transfer of contracts, including their terms and conditions, will be shared directly with customers in the coming weeks and months. We encourage customers to visit the Northwestel and Latitude Wireless websites for updates.
Will I need to change my wireless number or device?
Latitude and Northwestel wireless customers will keep their cell phones and phone numbers.
What benefits will Northwestel and Latitude wireless customers see under Bell Mobility?
Bell Mobility is recognized in Canada and globally for its network investment and innovation. Latitude and Northwestel wireless customers will have access to the latest in mobile products and services, including Canada’s most reliable national voice network and more than 40 mobile channels through Bell Mobile TV.
Who do I make my bill payments to?
For now and until the transfer is complete, customers will continue to receive a bill from Northwestel/Latitude and can pay through their regular channels. Once the transfer of accounts is complete and customers receive their first bill from Bell Mobility, they will receive instructions on payment options and where to address support inquiries.
How will my plan be transferred to Bell?
Customers will be contacted about the transfer in the coming weeks and months. We encourage customers to visit the Northwestel and Latitude Wireless websites for updates.
Does this mean I will need to call Bell’s call centre from now on?
While the transition is underway, customers will continue to receive their service, billing and customer support through Northwestel/Latitude. When customers receive their first bill from Bell Mobility they will also receive instructions on future service and support as well as contact information.
What will happen to the Modernization Plan with this transfer?
In January 2013, Northwestel announced an ambitious multi-year Modernization Plan to deliver the latest and greatest services to the vast majority of northerners and many of Canada’s most remote communities. This $233 million plan is the largest investment in communications ever undertaken in northern Canada and will provide tremendous economic and social benefits. Part of the plan is to deliver 4G cellular access to 99% of northerners. By the end of 2013, Northwestel will have introduced 4G service to more than 20 communities. Bell is fully committed to move forward with all additional Northwestel investments in 4G technology outlined in Northwestel’s Modernization Plan.
Who can I contact to get support before and after the transition?
Customers may continue to call the Northwestel’s Customer Care Centre or visit a Retail Centre for any questions pertaining to their wireless service. After the transfer of accounts in early 2014, customers will contact Bell Mobility to receive support
Do I need to do anything to have my account transferred to Bell Mobility?
There is no action required by wireless customers. Bell Mobility will notify customers in advance of the transfer. After this notification, customers will begin to receive their bills from Bell Mobility.
What will happen to the Hardware Credits offered by Latitude/Northwestel Mobility?
More specific information related to the transfer, including what will happen to current hardware credits, will be made available in the coming weeks and months.
Are Latitude/Northwestel Mobility plans still available?
Latitude/Northwestel Mobility plans are no longer available on new activations. Until November 30th, current customers may still change to any current Latitude/Northwestel Mobility plan. After November 30th, customers can maintain their existing plan, but will not be able to change to another Latitude/Northwestel Mobility plan.
When can I expect my account to be transferred to Bell Mobility?
Northwestel and Bell Mobility are working to ensure the transfer of accounts happens as smoothly and as quickly as possible. Customers can expect to have their accounts fully transferred to Bell Mobility in early 2014.
I do not live near a Northwestel Retail Centre. What will happen to your dealers in the communities?
Customers will be able to complete new activations and make changes to their existing accounts with Latitude and Northwestel Mobility dealers until November 30th. Customers may also continue to call Northwestel’s Customer Care Centre for any questions pertaining to their wireless account. Once the transition takes place, Bell Mobility will provide information on how to continue receiving support for wireless services.
I make payments on my wireless bill through a local Northwestel/Latitude payment agent in my community. Will I still be able to make payments in my community?
All payment agents will continue to take Northwestel payments until customers are transferred to Bell Mobility.
Where can I get more information?
More information will made available in the weeks ahead. We encourage customers to visit the Northwestel and Latitude Wireless websites for further updates.
What happens to pre-paid wireless services from Northwestel and Latitude Wireless? Will pre-paid cards, PINs and phones purchased over the coming weeks and months still work?
All pre-paid, wireless-related items from Northwestel and Latitude – including cards, PINs and phones – will continue to be available on a retail basis during the transition period. These products and services will function normally during and after the transition to Bell Mobility’s pre-paid products and services, which will occur gradually over a period of three to six months. Customers in specific communities will be advised about the availability of Bell Mobility pre-paid products and services over the course of the transition period.