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Questions and Helpful Tips

NOTICE: These products/services are not available in your location.

Yukon Customers: check out LatitudeWireless.ca for wireless service.

Availability of Service

Where can I pick up my prepaid service products?

Find a list of authorized dealers near you.

Where is Prepaid Service Available?

Find out more about availability details now.

Getting Started

Is there a contract required?

No contract is required.

Will I need to get a credit check?

No, credit checks are not required for My Way Prepaid service.

How do I sign up for prepaid services?

Go to your local prepaid dealer, purchase a prepaid phone, activate it and load your phone with credit (sold in $10, $20, $50 and $100 cards). You can then top up your phone as required

How do I activate my prepaid phone?

  • If you are in Whitehorse your phone is already activated!
  • From other areas served by Latitude Wireless and Northwestel Mobility you can activate your phone by:
    • putting the battery in 
    • dialing *228 from your prepaid phone and following the prompts
    • calling 1-888-867-3313 from another phone and talking to one of our representatives

How long does it take to activate a phone and load credit on my prepaid services?

Immediately - you can be calling or texting in seconds

Rate Inquiries

What are the activation fees for this service?

There are no activations fees with this service

Are there any monthly network or administrative fees?

No, there are no monthly service fees for this service

Will you send me a bill for this service?

No, you simply purchase the dollar amount you want to use. When that amount has been used, you can purchase additional amounts when you want

What phones can be used on the service and how much do they cost?

Initially there will be two phones available: Samsung Entro - $79.95, Samsung M620 $59.95, Motorola Hint $69.95

 

Can I use my existing cell phone or another model of cell phone?

At this time only these two models of phones will work

What are the rates of using prepaid voice and text messaging service from my "Home" region?

See My Way Prepaid Rates for a detailed list of the costs of using prepaid service in your “home” region

What are the costs of using voice and text messaging prepaid services away from my "Home" region?

See My Way Prepaid Rates link for a detailed list of the costs of using prepaid service when you are away from your “home” region 

Do I pay long distance charges for incoming calls?

There are no long distance charges to receive a call unless you are roaming (if you are roaming you pay the LD as opposed to the person calling you)

What is the billing increment for airtime and long distance?

Billing is rounded up to the next whole minute

What are the top-up options?

  • $10 cards expire 30 days after loading (unless more credit loaded prior to expiry)
  • $20 cards expire 30 days after loading (unless more credit loaded prior to expiry)
  • $50 cards expire 60 days after loading (unless more credit loaded prior to expiry)
  • $100 cards expire 180 days after loading (unless more credit loaded prior to expiry)

Can I use other prepaid cards to top up my prepaid service?

No, you must purchase a prepaid cell phone from Northwestel to use this service

How fast does it take to have the top-up credits come into effect?

The top-up credits come into effect immediately once the card is loaded 

Do existing credits roll over if you add additional credit?

Your existing credit will roll over if you purchase additional credit before the expiry of your original credit

Will I still be able to receive texts or voicemails if I have run out of credits?

You will not be able to send or receive texts, calls or voicemail once you have reached a zero balance

Can I top up my prepaid phone using cards from other prepaid carriers?

You must use Latitude Wireless / Northwestel Mobility prepaid service cards

Can I top up using my credit card?

Yes, you can top-up your credit card by visitingour Prepaid page here, login to  your account and then chose the "add money option"

Customer Service

How do I activate my prepaid phone for the first time?

See How Do I Sign Up above in the Getting Started section

Can I activate my prepaid phone from another phone?

  • Yes you can although the simple Over the Air (OTA) option is not available in that case
  • You can also activate your phone by
    • putting the battery in 
    • calling 1-888-867-3313 from another phone and talking to one of our representatives

Can I activate my phone from anywhere in Canada?

  • Over the Air activation is only available on the Latitude Wireless network outside of Whitehorse (in Whitehorse phones are already activated) and on the Northwestel Mobility network
  • You can activate your phone on some cellular networks in the south Canada or the US (if we have a roaming agreements) by calling 1-888-867-3313 from another phone and talking to one of our representatives

How do I top up my prepaid account?

  • You can top up your prepaid account by purchasing a prepaid card from you local prepaid dealer and by:

Is it possible to top up my account if I don't have a prepaid phone with me?

How do I check my balance and when my credits expire?

  • You can check your balance and when your credits expire by:

Features

What is included with My Way Prepaid phone purchase?

  • A Northwestel My Way Prepaid cell phone
  • Battery and standard charger unit
  • Quick Tips Card

What is included with My Way Prepaid Mobility services?

  • Free incoming text messages from Canada and the US
  • Free Long Distance to all communities that have Northwestel mobility service within your territory
  • Free Voice Mail
  • Free Caller ID
  • Free Call Waiting

How do I setup voicemail, retrieve voicemail or change my voicemail password?

How do I use call forwarding?

  • Call forwarding allows you to forward calls from your prepaid cell phone to another phone number
  • To activate call forwarding, dial *72 and the phone number you want the call forwarded to
  • To turn off call forward dial *720

How do I use call waiting?

  • Call waiting allows you to answer two calls at the same time
  • You will hear a beep on the line indicating that a second caller is trying to get through
  • Press the green (talk) button to answer the second call
  • If you want to go back to the first call press the green (talk) button again
  • Press the red (end) key to disconnect

Can I change my phone number?

You can not change the phone number on your prepaid phone

My prepaid phone expired, can I get it re-activated and keep the same number?

  • Once a phone is expired, it can not be re-activated
  • The phone number from one prepaid phone can not be transferred to another prepaid phone

Warranty And Troubleshooting

If you have a hardware issue with your phone (IE: buttons stick, does not hold a charge, etc.)

  • If the problem is within the first 30 days of purchase go back to the dealer with proof of purchase and return the undamaged phone for an exchange
  • If the 30 day time period has passed then the warranty is void and a new phone will have to be purchased

If your phone is not working

  • Perhaps the phone is not charged – put the battery in the phone and charge it
  • Has the phone been activated?
  • Has the phone expired (181 days with no credit on the phone)?
  • Is there credit remaining on the phone?
    • credits expire after 30 days for $10.00 and $20.00 cards, after 60 days for $50.00 and 180 days for $100.00 cards
    • existing credits will roll over when additional credit is added (the old credits will now expire on the same date the new credits expire)
  • Perhaps you are calling from an area where; there is no service, there is not a signed roaming agreement or from an international location

If your prepaid phone broke / was lost / was stolen; can I transfer my old phone number to a new prepaid phone?

The phone number from one prepaid phone can not be transferred to another prepaid phone

I had my phone replaced under warranty can I keep the number from my original prepaid phone? 

The phone number from one prepaid phone can not be transferred to another prepaid phone

If you can’t activate your phone

See How Do I Sign Up above in the Getting Started section

If you can’t make calls from your phone

  • Make sure your phone battery is charged and your phone is activated
  • Perhaps there is no credit remaining on the phone - check on-line or call 1-888-867-3313 (option 2) to see the credit balance
  • Perhaps you are calling from an area where; there is no service, there is not a signed roaming agreement or from an international location

If you can only call some numbers

  • Are you trying to call an International number?  International calls are not permitted
  • Perhaps you are calling to a wrong number, a disconnected phone or an expired prepaid number
  • Is it possible a key is sticking on your dial pad?

If you can’t send or receive a text message

  • Perhaps there is no credit remaining on the phone - check on-line or call 1-888-867-3313 (option 2) to see the credit balance
  • Are you trying to text message an International number? International calls are not permitted
  • Perhaps you are calling to a wrong number, a disconnected phone or an expired prepaid number

If you have lost your phone and want a replacement of the credit that was on the phone

Credits will not be transferred from a lost or stolen phone

If you want to return your phone and would like your unused credits back

  • We can not take the phone back
  • We can provide them the phone balance so you can sell the phone or give it away
  • The phone will remain active for 181 days after credit has expired