So I'm thinking...

I hope you had a chance to spend some time with your family and friends over the holidays, and I’d like to wish you a fantastic 2010. I also want to personally say “thank you” for all of the suggestions, feedback and ideas that you’ve been giving us over the past few weeks since launch. My team and I have been reading, listening and acting on many of the constructive ideas on how we can build a better wireless experience in Canada.

After reading all the posts from customers and community members, we’ve put together a quick list of the most commonly asked questions from future and existing customers below. Hope these are helpful. You can also check our more complete online FAQs at anytime for more answers.

Network Coverage & Expansion

What are you doing to improve WIND’s network coverage?

We are adding towers (they’re not all “towers”, but you get the point) daily throughout the GTA and Calgary. For example, we added 12 more in Toronto and 6 more in Calgary just in the last few days! As well, we are using your feedback to help focus the efforts of our network team by dispatching crews to modify the positioning, power and signal strength of the towers to meet the needs of our customers wherever we can.

What can I do if I continue to experience issues using the WIND network?

Some of our customers have had issues with their phone switching to Away while they're in a Home Zone. If you're experiencing this issue, try this helpful hint: Try switching your phone so that it directly seeks out the WIND network.

I am the first to admit that this is not the long term solution, but it may help in the short term, and some customers like the self-serve approach! See what one community member had to say here.

What do “Home Zone” and “Away Zone” mean?

Chris Robbins, WIND’s CCO, said it best in an earlier blog post when he said, "Essentially you’re at Home whenever you’re on the WIND network”.
Learn more about Home and Away here
Also keep in mind that our Away pricing is comparable and even often better than the combined long distance and minute charges from current operators. However, we would be the first to admit that it may not make sense for you to join WIND if you are not living in the Home Zone.

When will WIND be available in other cities or across the country?

WIND will be available in Vancouver, Edmonton, and Ottawa early in 2010, and we’ll also be expanding our footprint around the GTA at the same time (and continuing to build extensively inside the GTA and Calgary). And we are for sure taking our lessons learned from the GTA and Calgary launches as we build out this network nationally.

WIND Rate Plans

What does Pay Before and Pay After mean?

All of our plans are the same, whether they're prepaid or postpaid. That's why we prefer to talk about them as Pay Before or Pay After (Learn more here!)

At WIND, there is no difference in prices or services based on whether you want to Pay Before (prepaid) or Pay After (postpaid). Want a Blackberry Bold 9700 with an unlimited talk and data plan on Pay Before? No problem.

What are your current rate plans? Will you be launching new plans soon?

WIND has 3 simple voice plans and a number of add-on options for things like unlimited texting, voicemail, and data.

We’ve also heard some great feedback on additional pricing that customers are looking for, such as the need for a lower-priced data plan. We will ensure that we’re reflecting ideas like this as we continue to introduce simple and valuable plans in 2010 and beyond for our customers.

My contract is expiring soon. What should I do while I wait for WIND?

You may want to go month-to-month with a current provider. Our hope is you give WIND Mobile a try, but ultimately we think you should compare service, selection and personal needs to make the best choice for you.

Handsets – New and Existing

Can I use my existing phone with WIND?

Maybe, if your phone is unlocked and compatible with Advanced Wireless Service (AWS 1700/2100 band). Check our 'Phones at WIND' FAQs for more details. If you do have an unlocked AWS phone, then you can pick up a SIM card at one of our stores, choose a plan, and you’re ready to go.

When will you offer more phones, such as the Nokia N900 or Apple iPhone?

The N900 and iPhone are hot topics within the community and other forums...and at WIND as well: I’m excited about these too!

We obviously want to provide you with the phones that you want. The only challenge right now is having manufacturers build their phones so that they work on our GSM Advanced Wireless Service (AWS) network. As we expand, and as more and more operators evolve, too, more handsets will become available and we’ll carry them. Specifically for the N900 – which does work on our network – we hope to have the phone in early 2010.

Customer Care & Experience

We’re working hard to launch even more of the call centre options based on your feedback here.
We’ll continue to stay in touch, be responsive and participate in the conversation with you – whether by calling us, in our community or here.

While some customers may have experienced early disappointment with WIND, your comments and suggestions allow us to focus our attention on what matters most to you. So thank you for your candid feedback. Your words mean a great deal to us.

My personal commitment to you is to listen, be responsive and help make WIND the kind of wireless company you want it to be. With your input, we know we’re on the right track.

I hope each and every one of you have a safe and happy 2010. May this year be the best ever.