Help

Common questions.

The short answers to what people ask us most.

Activation

No. While you can not choose a custom phone number, during activation you will select your home calling area based off Province and nearest City.

If you are wanting to activate with SpeakOut Wireless and get a new number: Activate online on the Activate page.

If you are wanting to port in your existing phone number from another service provider to SpeakOut Wireless, Activate online on the Activate page and then complete the Port In request form located on the Switch page.

SpeakOut Wireless can work anywhere we have coverage in Canada. You can check our coverage map on the Coverage page. SpeakOut Wireless will not roam outside of Canada.

Voicemail

If you are not able to remember your 6 digit voicemail passcode, please call Customer Service for assistance. Customer Service can be reached by calling 611 from your cell phone.

Set up your voicemail by pressing and holding the number 1 key on your mobile phone and follow the voice prompts.

Press and hold the number 1 key on your mobile phone, enter your personal voicemail passcode, and follow the voice prompts.

To retrieve voicemail messages from another phone dial 1-639-344-0000. Enter your 10-digit SpeakOut mobile number and voicemail passcode when prompted.

30 Day Plans

Log on to your online SpeakOut account. You can add a plan from the My Profile page. After you select the plan online, please wait until you receive the confirmation text message stating that your plan is ready.

No. All plans are non-refundable. While you can elect to change the plan before the 30 days are up, there is no partial refund for any unused days.

Phones & Accessories

Contact us so we can help to resolve your issue or arrange a return through our contact form.

Data and Messaging

Check your data usage online using My Account. Simply login and check your data balance.

In order to access the new SpeakOut data plans, program your device with the following settings:

  • Name: Telus SP
  • APN: sp.telus.com
  • MMSC: http://aliasredirect.net/proxy/mmsc
  • MMS Proxy: mmscproxy.mobility.ca
  • MMS Port: 8799
  • MCC: 302
  • MNC: 220
  • APN type: default, supl, mms

If you need assistance adding these settings into your phone, please contact your handset manufacturer.

Long Distance

There is no charge for Canadian Long Distance. All SpeakOut plans include Canada Wide Calling.

SIM Cards

Yes you can! SpeakOut Wireless sells a SIM only product. Your phone must be an unlocked 4G LTE phones that support LTE Bands: 2,4,7 and 66 and are VoLTE capable.

SIM cards purchased in store and online are non-refundable.

Local Number Portability

Yes. But before considering a switch, you should ensure that your phone number is still active with your existing service provider. We suggest contacting your current provider to ensure that you understand any fees and any further action required by you when porting your number out. Your current provider may require you to confirm your porting request by text message sent to your phone. You may need to insert your current providers SIM into your phone to receive the text and instructions. You can also confirm this with your current provider. You cannot transfer any balances with your current provider to SpeakOut Wireless.

Yes. But before considering a switch, you should ensure that your phone number is still active with SpeakOut. Porting your number to another provider will cancel your account with SpeakOut. Any remaining balance will be forfeited and any active or expired plans will be removed immediately. Your SpeakOut SIM card will no longer be valid. Provide your new provider with the current IMEI being used on your account and/or your 4-digit account PIN. If you are not able to provide this information, contact Customer Service by calling 611 from your cell.

The transfer of your wireless phone number will be done the next business day. With certain rural numbers it may take up to 72 hours to complete. During this time you can still use your old number. Once the transfer is complete, your old phone will stop working and your SpeakOut Wireless phone will now work with your number.

Note: It takes between three to five business days to transfer a landline number to SpeakOut Wireless.

To transfer a wireless number to SpeakOut here’s what you need:

  • an active SpeakOut phone number with an active plan
  • the 4 digit SpeakOut PIN created at time of account activation
  • the current number you are wanting to transfer
  • the name of your current provider
  • the account number associated with your current provider
  • the account PIN associated with your current provider
  • the IMEI number of the phone you are using (the IMEI can be found by dialing *#06# from your keypad

To transfer a landline number to SpeakOut here’s what you need:

  • an active SpeakOut phone number with an active plan
  • the 4 digit SpeakOut PIN created at time of account activation
  • the current number you are wanting to transfer
  • the name of your current provider
  • your name as it exactly appears on your bill from the current provider
  • your address as it exactly appears on your bill from the current provider
  • your city and province as it exactly appears on your bill from the current provider
  • your postal code as it exactly appears on your bill from the current provider

Local Number Portability enables Canada’s wireless phone subscribers to retain their phone number when changing service providers. This is similar to the system that is currently in place for home and business numbers.

Buy Online - General

We accept MasterCard®, AMEX®, Visa® and Discover® credit cards as well as Visa debit and Debit MasterCard registered to Canadian billing addresses. 

Once your payment information is processed, it is not refundable or transferable.

A New phone can be returned within 15 days from the date of being delivered (as confirmed by Loomis-Express online tracking). If your New phone has defects, it may be returned within 30 days from the date of delivery. To make arrangements, please reach us through our contact form. We will provide you with shipping instructions for returning your phone. Upon receipt of your handset in as-new condition (including all packing materials and accessories), a credit will be issued to the credit card used for the purchase. Refunds will be processed within three business days of receipt of the return. Phones purchased online cannot be returned to a store location. If you wish to exchange your phone for a different model, you must first return your phone to our shipper and make a new online purchase for the phone of your choice. If you have purchased or are intending to purchase a SpeakOut Top Up Voucher to add funds to your account, note that Top Up Vouchers are non-refundable. If you are replacing a defective unit, ensure that you remove your SIM card. While you wait for your replacement, you can continue to use your SpeakOut Wireless account by inserting your SIM card into another unlocked device that is HSPA compatible using 850 MHz. When your replacement phone arrives, simply move your SIM into your replacement phone.

SIM cards are non-refundable.

Buy Online - Shipping

Expect your order to take about three to five business days to process, depending on where you live and where you are shipping from. You should receive an email within 24 hours of the payment process, which will allow you to track your shipment online at Loomis-express.

No, SpeakOut’s courier does not ship to P.O. Box addresses at this time.

SIM cards are delivered by Canada Post and are not provided a tracking number. It can take up to 10 business days to arrive.

No, the SpeakOut program is not available for Quebec residents.

Auto Renewals

Yes. Using Auto Renewal, you can set up automatic payments using your credit card. After you are logged into your SpeakOut Account, simply select the Manage Auto Renewal tab, and register your credit card. Your account will be topped-up at that time, and then again every 30 days.

Yes. You can cancel Auto Renewal; however, you must cancel your Auto Renewal before your next payment is due. The billing date of your next payment can be found when you log into your online account.

No. For security reasons and to protect your credit card information, Auto Renewals can only be set up as you are making a purchase.

We accept MasterCard®, AMEX®, Visa® and Discover® credit cards as well as Visa debit and Debit MasterCard registered to Canadian billing addresses. 

If your scheduled Auto Renewal is declined, all purchases will be cancelled. In order to continue Auto Renewal, you will need to set it up again.

Miscellaneous

SpeakOut Wireless does not issue monthly invoices.

No, SpeakOut Wireless does not offer roaming so when you are outside Canada your SpeakOut number will not work.

911 is available for all SpeakOut Wireless customers. A call to 911 is a free call. Depending on your location, calls are connected to the 911 service provided by the municipality or province or a local emergency service provider.

The charges you're seeing for plan purchases related to 911 are government-mandated taxes, not fees. These taxes support local 911 emergency services and vary by province.


Here's what you need to know:


Provinces with no 911 tax:

  • British Columbia
  • Ontario
  • Manitoba

Provinces with 911 taxes (added monthly):

  • Quebec: $0.54
  • Alberta: $0.95
  • Saskatchewan: $2.14
  • New Brunswick: $0.97
  • Nova Scotia: $0.43
  • Prince Edward Island: $0.70
  • Newfoundland: $0.75
  • Northwest Territories: $3.00

The tax amount depends on the area code associated with your phone number. 7-Eleven SpeakOut is required by provincial governments to collect and remit these taxes to support emergency 911 operations.


If you're using vouchers to top up your account, remember to include the 911 tax amount to ensure you have sufficient funds for both your plan and the tax.


If you are selecting an annual plan, the tax amount is for the whole year collected all at once.

To change your SpeakOut Wireless number, simply call Customer Care by dialing 611 from your SpeakOut phone.

Before topping up your account, it was sitting in a low balance state. As a result, we were unable to deduct all or part of the Government Regulatory Recovery Fee of $1.25. If we are unable to remove the entire fee, we will remove any remaining balance, and your balance will be set to $0.00. The outstanding fees are accumulated until you top up again. After you added your top up, the system automatically removed the outstanding fees. Please note: Should your account remain at $0.00 for 30 days, the account will expire. If you do not add a top up within 45 days of the account becoming expired, your account will be closed and the SpeakOut Wireless phone number will be reassigned.

The Alert Ready Warning System is offered to compatible devices effective April 6th, 2018. Alert Ready messages will be received by handsets that are WPAs enabled using the HSPA network. The messages will also be broadcast on television and radio. For more information, visit www.alertready.ca

We're here to help

Still need help? Contact us.

If you didn't find your answer above, reach out. A real person will get back to you.

From your phone you can also dial 611 to reach SpeakOut customer care.

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