Where can I find answers to frequently asked questions?

We have more than 100 answers, and the list is growing all the time as we get more questions from Canadians about our new wireless service. Our FAQ topics are listed on the left hand side of all FAQ pages, and included here, too...

Answers about Joining WIND:

• Getting started (Picking your services)
• Phones at WIND
• Phone numbers at WIND
• Shopping
• Special Offers

Can I really get $150 credit when I join WIND?

Yep. Bring your number over to WIND Mobile by March 31, 2010 and we’ll give you a $150 credit toward WIND services. The credit will be applied to your account in five $30 monthly installments starting April 1st. This deal doesn't replace our first month free offer that's available for all new customers-- you can take advantage of both.

Got questions? Call us at 1-877-946-3403.

See how you can use the $150 credit: Voice Plans | Add-ons

If you’ve already joined WIND, you’re still eligible for this offer—just give us a call at 1-877-946-3403 or dial 611 from your WIND phone when in a WIND Home Zone.

What is a WIND HOME Zone versus a WIND AWAY Zone?

See a coverage map of current Home and Away Zones

With WIND, home is any HOME Zone (Toronto area, Calgary, and Edmonton right now). We'll be adding more Home Zones through 2010.

HOME Zones are not restricted to just the city associated with your phone number. You can buy your plan in Toronto and travel to Calgary, and will enjoy the same benefits. All of your unlimited plan features, HOME Zone minutes or outgoing texts are available in any WIND HOME Zone at no extra charge.

Your WIND mobile phone will display “WIND Home” when you are in any HOME Zone and “WIND Away” whenever you’re outside of our HOME Zones, anywhere in Canada.

When you are in an AWAY Zone, some services will cost a bit more:

• Calls to anywhere in Canada or the U.S. (all destinations): 25 cents/minute

• Any calls to you: 25 cents/minute

• Any text messages you receive (from anywhere in the world): free of charge

• To use the Internet on your phone: 10 cents/25 kB

Also, to make sure you don’t accidentally rack up a huge bill, we have capped your maximum call length to 120 minutes when you are in an AWAY Zone – we just want you to be sure you know you’re incurring those extra charges.

Can I buy a SIM card without buying a phone?

Thank you everyone for your feedback on this topic! You can now get a SIM card and service from WIND without buying a WIND phone. Learn about what kinds of phones are compatible with WIND SIM cards.
Here’s what you need to do:
1. Come in to any WIND store or kiosk
2. Bring the phone or data stick you want to use with a WIND SIM card – we need to check to make sure your phone will work on our service
3. Pick a WIND plan and activate it in the WIND store. There is no charge for the WIND SIM Card, you just need to buy WIND plan – any plan
4. We’ll give you a WIND SIM card, test it on your phone and make sure you leave our store with everything working

Can I keep my current number if I switch to WIND?

Yes, if you're a current Bell, Rogers, Telus, Koodo, Virgin, Fido, Shaw or Solo customer you can keep your current number when you join WIND. We're still getting the process worked out for Primus customers, which may take another week or more.

It's a simple process to bring your current mobile phone number to WIND. Just remember that you can only transfer an active number, so don’t cancel your existing service. Learn how to bring your existing number when you join WIND.

The process is a little bit official to ensure that no one except you is able to take your number, so bear with us, a lot of the legal mumbo-jumbo is to protect you. But it’s easy to do. You can bring your current number to WIND when you pick your plan at a WIND store or by calling WIND Customer Care at 1-877-809-4631 (1-877-80-WIND-1).

If you’d like to use a current landline telephone number on a WIND phone, please call us at 1-877-809-4631 (1-877-80-WIND-1).

You might have heard the term “Local Number Portability” or “porting your number” – that’s geek-speak for keeping your phone number when you move from one phone company to another.

Remember, when you bring your number to WIND, only your telephone number will be transferred – you need to get a WIND phone and plan.

What’s the difference between Pay Before and Pay After?

There is no difference in phones, plans, rates or service. The only difference is when you pay. Some people prefer a Pay Before (prepaid) account in order to manage their bills. Some people prefer a Pay After (postpaid) account because they are less bothered with the amount of their bill. You must have sufficient credit history to be a Pay After Customer. Either way, you can use your phone as much as you want. And either way, there are no contracts.

How do I activate my WIND phone?

If you already have a WIND phone and need to activate it and sign up for a new service plan, come see us in person (find a store here) or call us at 1-877-809-4631 (1-877-80-WIND-1).

Do you have the iPhone?

We do not have the iPhone. Apple’s current iPhone is not compatible with the WIND network, which is Advanced Wireless Spectrum (AWS/1700megahertz/BandIV). As soon as Apple creates an upgraded iPhone that can operate on our network, we’ll work on getting it, so stay tuned – or, write to Steve and let him know about your interest.

See our selection of handsets or learn about bringing your own unlocked AWS phone to WIND.

My phone keeps switching to AWAY, even though I’m in a HOME Zone. What can I do?

Thank you for your patience during the early days of our network. During this time, you may find that your phone switches between HOME and AWAY while you’re in a HOME Zone (see HOME Zones here). To prevent this from happening, you can manually select the network for your phone -- just make sure that you're in a WIND HOME Zone when you change your network settings.
Manually selecting the network will lock your phone onto “WIND Home” so if you travel outside a HOME Zone (whether in a WIND AWAY Zone or abroad), you will need to switch your phone to “automatic network selection” in order to enable service.
If you turn your phone off, you'll need to repeat this process when you turn it on again.

How to Manually Select the Network on Your WIND phone:

BlackBerry 9700 (see user manual)
1) Select “Manage Connections”
2) Click “Mobile Network Options”
3) Select: “Network Selection Mode: Set in manual”
4) Wait for network scan to complete
5) Select WIND Home from available networks list

HTC Maple
1) Click Start
2) Select “Settings, Phone”
3) Click “More, Select Networks”
4) Change “Network Selection” to Manual
5) Select WIND Home from available networks list

Samsung Gravity 2 (see user manual)
1) Select “Menu”
2) Click “Settings, Advanced”
3) Select “Network”
4) Click “Search Now”
5) Wait for network scan to complete
6) Select WIND Home from available networks list

Huawei U7519 (see user manual)
1) Select “Menu”
2) Click “Settings”
3) Open “Network”, Select “Network”
4) Set to manual, wait for network search
5) Select WIND Home from available networks list