General

1. What is included with the Petro-Canada Mobility handset purchase?
   • $0.20 per minute local calling any time of the day, any day of the week
   • Petro-Canada Mobility handset
   • Battery and standard charger
   • $5 start-up credit
   • User guide
   • Quick reference guide

2. What services are included when I join Petro-Canada Mobility?
   • Voice mail
   • Caller ID
   • Call waiting
   • Three-way calling

3. Do I need a Petro-Canada mobile phone to use this service or can I use a phone from another mobile carrier?
   Yes, you must be using a Petro-Canada Mobility branded mobile phone. We do not support the use of other handsets.

4. Are there any contracts to sign?
   No, there are no contracts to sign.
   

5. Are there any activation fees?
   No, there are no hidden activation fees whatsoever.
   

6. Will I need to go through a credit check?
   No credit check is required for a prepaid account.
   

7. Will I ever receive a bill for services that I’ve used?
   No, you will never receive a Petro-Canada Mobility bill. Any charges you incur for calls or text messaging are automatically deducted from your account balance.
   
   
8. Can I forward my Petro-Canada Mobility phone to my home or office?
   No; we do offer call waiting and conference calling, but call forwarding is not available with this service.
   

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Number Portability: Retaining An Existing Cell Phone Number

1. What is local number portability?
   Local number portability enable Canada’s wireless phone subscribers to retain their phone number when changing service providers. This is similar to the system which is currently in place for home and business numbers. The country’s major wireless carriers have given their customers the option to “port out” their phone numbers (in most areas).
   

2. Can I port my landline phone number to wireless?
   Yes, in some cases you can keep the same phone number when transferring your landline phone service to wireless service. However, in some rural areas numbers are not eligible for number portability. Please call the Petro-Canada Activation line at 1 (800) 596-9935 to see if your existing number is eligible to be ported to Petro-Canada Mobility.
   

3. Can I port my existing prepaid or postpaid wireless number to Petro-Canada Mobility?
   Yes, it is possible to transfer a phone number from either a prepaid or postpaid wireless service. But before considering a switch, ensure that your phone number is still active with your existing service provider. Any unused airtime minutes from your current provider will be lost. You will not be able to carry unused phone time to Petro-Canada Mobility.
   

4. How does my phone number get ported in to Petro-Canada Mobility?
   
   • Visit your nearest participating location to purchase a new Petro-Canada Mobility phone.
   • Call the Petro-Canada Mobility Activation line 1 (800) 596-9935 or dial 611 from your Petro-Canada Mobility phone and we will start the process of transferring your number.
   
   Petro-Canada Mobility will notify your old service provider that you wish to move your number from their service to Petro-Canada Mobility. You are still responsible for any cancellation fees and residual charges that you may owe under your previous service provider’s agreement.
   

5. Will I be able to keep my existing phone when I make the switch to Petro-Canada Mobility?
   No, you will need to purchase a new Petro-Canada Mobility phone.
   

6. How long does it take to transfer my existing number to Petro-Canada Mobility?
   Transferring your number takes about two hours, during normal business hours. With certain rural numbers it may take up to 72 hours to complete. During this time you can still use your old number and mobile phone. Once the transfer is complete, your old phone will stop working and your Petro-Canada Mobility phone will now work with your old number.
   

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Rates

1. How much do calls cost?
   • $0.20 per minute for all local calling
   • $0.30 per minute for all long-distance calling (within Canada and the U.S.)
   
   

2. What do I get charged if I don’t call for an entire minute?
   Petro-Canada Mobility uses per-minute billing. Thus, the cost of every call you make or receive is deducted from your account balance in full-minute increments. If you talk for 45 seconds, it is rounded to one minute and $0.20 will be deducted. Similarly, one and a half minutes is rounded to two minutes ($0.40).
   

3. Do the rates ever change depending on weekday or weekend or time of day?
   No -- the rate is always $0.20 per minute any time of the day, any day of the week.
   

4. Are there any monthly service charges or system access fees to pay?
   There are no system access fees with Petro-Canada Mobility. Currently, a monthly service charge of $0.99 is required across Canada for 911 services and will be deducted automatically from your account balance.

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Activating Your Account

1. How do I activate my handset?
   • Ensure that your Petro-Canada Mobility phone is turned off.
   • Turn to the seven-digit activation code printed on the front cover of the Quick Start Guide.
   • Call the Petro-Canada activation line (the phone number is listed on the front of the Quick Start Guide).
   • Write down your new number.
   
   

2. Can I keep my existing cell phone number?
   Yes, please see the Number Portability section for more information.

3. Can I choose my own Petro-Canada Mobility phone number?
   Unfortunately, Petro-Canada Mobility does not enable choice of a phone number.

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Managing Your Account

1. How can I contact Petro-Canada Mobility customer service?
   Simply call 611 from your Petro-Canada Mobility handset for account information such as account balance (a free call), or call toll-free from a landline phone by calling the Petro-Canada Mobility customer service number (the phone number listed on the front of the Quick Start Guide).
   

2. How do I check my Petro-Canada Mobility airtime balance?
   Simply dial *777 and press the Send key from your Petro-Canada Mobility phone.

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Airtime

1. How do I add airtime to my account balance?
   • Purchase a Petro-Canada Mobility airtime refill at one of 700 participating Petro-Canada stores within Canada.
   • Airtime is available in $20, $50, and $100 denominations. Plus, you’ll always earn double Petro-Points on all airtime purchases.
   • Dial *888, a free call from your wireless phone.
   • Enter the PIN number printed on the front of your Petro-Canada Mobility airtime receipt when prompted.
   • You will hear a confirmation of your new account balance. Press the End key to terminate the call.
   
   

2. Can I add phone time to my Petro-Canada Mobility account using another provider’s airtime refill card?
   No. You can only top up your phone using Petro-Canada Mobility airtime refill cards, available at all participating Petro-Canada locations within Canada.
   

3. What denominations of Petro-Canada Mobility refill airtime are available?
   Refill airtime is available in $20, $50, and $100 denominations.
   

4. Will my airtime ever expire?
   Yes, $20 and $50 airtime will expire after 180 days; $100 airtime will expire after 365 days. You can prevent your airtime from expiring. If additional funds are placed into your account before the current account balance expires, the existing balance will roll over to the new expiration date. Your minutes will carry forward.
   

5. What happens if my airtime expires?
   If your airtime expires, you have 45 days to refill your account before your service is disconnected. If that happens, you may also lose your Petro-Canada Mobility phone number. Fortunately, you can reconnect your Petro-Canada Mobility service, but additional charges will apply and a new mobile number may be assigned to you.
   

6. Can I buy Rogers airtime refills at Petro-Canada for my Petro-Canada Mobility phone?
   No, only Petro-Canada Mobility airtime vouchers will work on Petro-Canada Mobility phones.
   

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Voice Mail

Note: Airtime charges apply only when leaving or checking messages using your Petro-Canada Mobility phone. No charges will apply when leaving or checking messages using another phone.

1. How do I get a voice mailbox password?
   Your temporary voicemail password can be found on the front of the Quick Start Guide.
   

2. How do I set up my voice mailbox?
   Press and hold the “1” key on your Petro-Canada Mobility phone and follow the voice prompts; or, dial your 10-digit mobile phone number. Once you hear the voice mail greeting, press the pound (#) key and follow the voice prompts.
   

3. How do I retrieve my voice mail messages?
   • Press and hold the “1” key from your mobile phone or dial your 10-digit mobile phone number from another phone.
   • When you hear the greeting, press the pound (#) key.
   • Enter your personal voice mail password and follow the voice prompts.
   • You may also check your voice messages from any other phone by dialling your 10-digit mobile phone number and pressing the pound (#) key when the greeting begins.

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International Long-Distance Calling

1. What are the long-distance rates within Canada and the U.S.?
   Long-distance calling within Canada and the U.S. is only $0.30 per minute.
   

2. What are the international calling rates outside of Canada and the U.S.?
   Since these rates are continually changing, please contact customer service using 611 from your Petro-Canada Mobility phone. Or dial the Petro-Canada Mobility customer service number from any landline phone.

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Text Messaging/Short Message Service (SMS)

1. How much does text messaging cost?
   
   

   Outgoing Message	Incoming Message	Area
   5¢	5¢	Canada
   10¢	5¢	United States
   25¢	5¢	Outside of North America

   
   
2. Can I send or receive text messages through instant messaging (e.g., MSN)?
   No, Petro-Canada Mobility handsets do not have this capability.

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Multimedia

1. Does the Petro-Canada Mobility phones have Web browser capability?
   No, Petro-Canada Mobility phones do not have this capability.

2. Can I download ringtones or screensavers or games?
   This feature is available on the Nokia 2610, 2630, and 2760. See the Mobile Store section for more information.

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Coverage Area

1. Where does my Petro-Canada Mobility phone work?
   The Petro-Canada Mobility service operates on the largest, integrated wireless voice and data network in Canada. Refer to the coverage map provided in the brochure or view complete details on network coverage online.

2. Can I use my Petro-Canada Mobility phone outside of Canada?
   Like many other prepaid programs offered in Canada, Petro-Canada Mobility does not work outside Canada.

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Petro-Points

1. How many Petro-Points can I earn with Petro-Canada Mobility purchases?
   When you buy a Petro-Canada Mobility phone, you’ll earn 10 points for every $1 spent. When you buy Petro-Canada Mobility airtime refills, you’ll earn double Petro-Points — 20 points for every $1!
   

2. Can I redeem my Petro-Points for Petro-Canada Mobility products?
   Absolutely! In fact, you’ll have better redemption rates on Petro-Canada Mobility airtime refills and handsets!

Check out our Petro-Points rewards browser for more Petro-Canada Mobility rewards. 

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Mobile Store

1. How much does it cost to view the Mobile Store?
   At this time, there is no cost to view the Mobile Store — you only pay for what you download.
   

2. Can I use a data-capable phone that I purchased elsewhere to download content from the Mobile Store?
   No. Since the content is handset specific, only phones purchased from Petro-Canada Mobility are supported.
   

3. I purchased a Nokia 2610 phone from Petro-Canada Mobility. Can I access the Mobile Store?
   Yes. Simply contact Petro-Canada Mobility Customer Service at 1(800) 668-0220 or (647) 837-2471 in Toronto to have the configuration sent to your phone.
   

4. I attempted to download wallpaper from the Mobile Store but the download failed. Am I billed for this?
   No. You are only billed for content that has been downloaded successfully.
   

5. Is all content available for all Petro-Canada Mobility phones?
   No. Since phones vary in screen sizes and capabilities, not all content is available for all models.
   

6. Can I send or transfer content that I downloaded on my phone to another phone?
   No. All content is protected with DRM (Digital Rights Management).
   

7. Can I access other internet sites and/or email from my Petro-Canada Mobility phone?
   No. At this time we offer the ability to purchase content such as ringtones and games.
   

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Return & Warranty Policy

1. What is Petro-Canada Mobility’s return and warranty policy?
   If you are not satisfied with your Petro-Canada Mobility phone within 15 days of purchasing it, you may return the phone for a full refund of its purchase price only. Any usage charges prior to return, such as airtime, long distance, additional services, etc., are non-refundable. Any unused cash you still have on your phone is non-refundable. The phone must be returned to its original Petro-Canada point of purchase, in its original condition, with all original packaging and components intact. You must present the original receipt.

   Your Petro-Canada Mobility handset has a one-year manufacturer’s warranty against manufacturing defects. This warranty does not include normal wear and tear, or damage caused by dropping or otherwise breaking the phone or any of its parts.

   To contact the manufacturer for any hardware related issues, call 1 (888) 22-NOKIA.

   Please refer to Petro-Canada Mobility Terms and Conditions for complete details.

2. Can I get a refund on airtime?
   No, airtime is non-refundable.
   If you return a Petro-Canada Mobility phone, any usage charges prior to return are non-refundable. This includes charges such as airtime or text messaging (SMS) costs, long distance fees, or any additional fees associated with using the Petro-Canada Mobility service.

3. What is the return policy on the BH-200 Bluetooth headset?
   Due to health issues concerning the ear piece, we cannot accept returns of the BH-200 Bluetooth headset.
   If you are experiencing hardware issues with your Bluetooth headset, please call Nokia at 1 (888) 22-NOKIA or 1 (888) 226-6542.

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Customer Care

1. I am not yet a customer, but I’m very interested in finding out more about Petro-Canada Mobility. Who can I contact?
   If you are not yet a Petro-Canada Mobility customer but would like to find out more information about the program, please call us at 1 (800) 668-0220 or (647) 837-2471 in Toronto. You can also send an email to custsvs@petro-canada.ca.

2. I have recently purchased or received a new Petro-Canada Mobility phone. Who can I contact to activate it?
   To activate your Petro-Canada Mobility phone, call the number listed on the front of the Quick Start Guide.
   

3. I am an existing Petro-Canada Mobility customer and would like to inquire about my account. Who do I call?
   If you are an existing Petro-Canada Mobility customer and require support from our customer service team, please dial 611 from your Petro-Canada Mobility handset, or use a landline to call us at the number listed in the Quick Reference Guide.
   

4. My Nokia phone from Petro-Canada Mobility doesn’t seem to be working, and I think there’s a problem with my cell phone. Who can I contact?
   If you are experiencing a hardware issue with your Nokia phone, please call Nokia directly at 1 (888) 22-NOKIA or 1 (888) 226-6542.
   

5. My Bluetooth headset doesn't seem to be working properly. Who can I contact?
   If you are experiencing hardware issues with your Bluetooth headset, please call Nokia at 1 (888) 22-NOKIA or 1 (888) 226-6542.

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