Baka Wireless - Frequently Asked Questions (FAQ)

Frequently Asked Questions

Is there a penalty if I cancel my contract early?
How long does it take to process an order?
How and when will I receive my device?
How do I activate my device after I have received it?
What do devices come with?
I live outside Toronto; can I get a device number local to my area?
Can I choose my device number?
Can I change my number at a later date?
Do I get a warranty with my device purchase?
What can I do if my device line's not working?
How can I add or remove a feature from my device?
Is there a long term commitment?
If I ordered a device prior to the start of a promotional offer, can I get the discounts now?
I ordered a 416 or 905 area code, but didn't get my request, why?
I purchased a device as a gift, will there be charges for the entire month?
What charges will be on my monthly bill?
When will my bill arrive, and how long do I have to pay it before late fees are applied?
How long do I have to get a full refund or exchange my device?
Can any number be transferred?
Can I keep my business number if I move to a different city?
Will I need to get a new mobile device and rate plan when I transfer my business number to bell?
Will my voicemail and other calling features keep working when I transfer my number to Bell?
Can I transfer my business number if I have a contract with my current service provider?
Is there a charge to transfer my business number to Bell?
Why won't my battery last longer than one day?
Why can't I charge my device?
What makes my device freeze?
Why does my device say I have a message but I didn't hear it ring?
Why does my device beep, even when it's fully charged?
My screen doesn't work anymore; I can place and receive calls, but I can't see anything on the screen, what's wrong with it?
Where can I get help with my smartphone (PDA's and RIM's)?
Where can I get help with my world phone?
If I am experiencing dropped calls in a specific area who would i report these network problems to?
When will my monthly Bill Date start?

Q: Is there a penalty if I cancel my contract early?
A: Yes; you are entering a legal contract and Bell mobility charges a cancellation fee of up to $400.00 for canceling a 36-month contract. (To See Bell mobility's terms of Service click here) If you cancel within the first 6 months you are responsible for paying Baka Wireless the full retail price of hardware/ promotional items you may have received.

Q: How long does it take to process an order?
A: 3-7 business days if all information provided is accurate, and Bell Mobility credit check has been approved.

Q: How and when will I receive my device?
A: All orders are shipped by Purolator Courier within Canada. A signature will be required, so please provide an address where someone will be present from Mon-Fri between 9am and 5pm. If your package is returned to Baka Wireless you will be charged $15.00 for the re-shipping of your package. Your device will be active, and you will not be credited for any airtime charges as a result of a delay in receiving your device. Allow 10 business days from the date on which you ordered for receipt of your device.

Q: How do I activate my device after I have received it?
A: Your device will arrive active with a username, number, and temporary voicemail password. Be sure to fully charge your battery, and make an outgoing call and then you are ready to receive calls. If you have just done a hardware upgrade, then you need to call Baka, at 1-800-268-1711 to maintain your discount, and have the device activated within 5 days.

Q: What do devices come with?
A: All devices come with a minimum of a battery, AC charger and instruction manual. For more information about what will be in the box, click the ï¿½more infoï¿½ button on the device you are interested in.

Q: I live outside Toronto; can I get a phone/device number local to my area?
A: Yes, specify the city or closest major urban center you would like for your phone/device number in the order. On the website, there is a drop down menu so you are able to designate your area.

Q: Can I choose my phone/device number?
A: No, but we will attempt to secure the last 4 digits you request and the closest available number will be selected. Once a number has been assigned, we are unable to choose another.

Q: Can I change my number at a later date?
A: Yes;Bell mobility will charge a $20.00 fee for a change of phone/device number.

Q: Do I get a warranty with my device purchase?
A: Yes, all devices come with a one-year parts and labour manufacturerï¿½s warranty. This does not cover user abuse, or liquid/moisture damage. For details click here

Q: What can I do if my device's phone line's not working?
A:Call 416-641-2800 or 1-800-268-1711 option 4. You must call in your hardware upgrade to Baka communications within 5 days in order to have your new device active and maintain your discounted rebates.

Q:How can I add or remove a feature from my device?
A:Call 416-641-2800 or 1-800-268-1711 option 3 to have features added to your existing line. Only the key contact on the account can request an addition or removal of features.

Q: Is there a long term commitment?
A:Yes; in order to qualify for applicable rebates, terms do apply. When you order online, you choose your terms according to the purchase price.

Q: If I ordered a device prior to the start of a promotional offer, can I get the discounts now?
A: No, the offer is only valid within the restricted time frame advertised. Unfortunately, we are unable to backdate promotional offers.

Q: I ordered a 416 or 905 area code, but didn't get my request, why?
A: We cannot select the specific area code since the available pool of 416, and 905 area codes are limited. We select the best number available on your behalf.

Q:I purchased a device as a gift. Will there be charges for the entire month?
A: No, your airtime bill from Bell mobility is pro-rated, which means that you will only be charged from the date of activation, not the entire month.We cannot postpone and activation once you place your order online we will activate it for you.

Q: What charges will be on my monthly bill?
A: Your monthly bill will include: a sysetm access fee, and 911 fee (unless they are included in your monthly rate plan); a one time connection fee (if applicable). Your monthly rate plan fees are subject to Gst & Pst/Qst. On your first bill your account will be assigned a billing date, and there will be charges for services used between your activation date, and your bill date. Your bill includes charges for services and features billed one month in advance, as well as additional usage charges, such as long distance, roaming, additional airtime usage, text messaging, picture and video messaging and mobile browser usage that are not already part of your services.

Q: When will my bill arrive, and how long do I have to pay it before late fees are applied?
A: Your bill will arrive monthly; to avoid late payment charges pay upon receipt and allow 4-6 days for payment processing. If your payment is not received within 30 days of the statement date indicated on your bill, late fees are applied to your total amount due.

Q: How long do I have to get a full refund or exchange my device?
A: Bell will allow a client to exchange or get a full refund within 15 days of purchase, OR 15 minutes of use; whichever occurs first. The returned product must be in "like new" condition, complete with all components, such as manuals and original packaging. You are responsible for payment of any minutes or service incurred.You are bound by your Bell Mobility service agreement, and are responsible for paying any early termination fees (maximum $400 see terms of condition), if you decide to prematurely end the contract.

Q: Can any number be ported?
A: Not all numbers can be transferred; the following are non-transferable: inactive numbers, pager numbers, and numbers from areas that do not support transfers of phone numbers.

Q: Can I keep my business number if I move to a different city?
A: You cannot keep your number when moving to a new town or city, only numbers within the same general calling area can be switched.

Q: Will I need to get a new mobile phone/device and rate plan when I transfer my business number to bell?
A: Yes, you will need a new smartphone (PDA) or mobile phone and a new rate plan when you transfer your number to Bell.

Q: Will my voicemail and other calling features keep working when I transfer my number to Bell?
A: No, only phone/device numbers get transferred to Bell. Features from a previous service provider will be disconnected.

Q: Can I transfer my business number if I have a contract with my current service provider?
A: Yes, You can transfer your number at any time. Check the details of your current cellular provider. to understand any charges, such as cancellation fees and outstanding balances you may be responsible for when the service is cancelled.

Q: Is there a charge to transfer my business number to Bell?
A: No, there are no additional fees to transfer your number to Bell, but you are responsible for any contractual obligation with your previous service provider.

Q: Why won't my battery last longer than one day?
A: Are your backlighting settings at a minimum? Try picking a screensaver instead of a static screen. If the problem persists, the battery has a one year manufacturer's warranty. Contact Baka Client Care Team at 1-800-268-1711. Option 1 for an exchange.

Q: Why can't I charge my device?
A: Is your device plugged into the proper outlet? Check your users guide for details. Your device may need repair; to fill out an online request, click here.
Q: What makes my device freeze?
A: If this is occuring when you select a ringtone you've downloaded then the ring tone may be corrupted. Try deleting it from your device. If the problem persists, or isn't related to a ring tone then you may need repairs. To fill out an online service request, click here.

Q: Why does my device say I have a message but I didn't hear it ring?
A: If you are using your device inside a building the signal may not be strong enough to receive incoming calls. It may also be related to a network issue in the area of the occurance. If this happens in multiple areas, indoors and out, then you may need a repair, to fill out a service request, click here.

Q: Why does my device beep, even when it's fully charged?
A: Check the alerts in your settings menu; there may be a 1-minute alert, or a service change alert, set them to off. See your user guide for more details.
Q: My screen doesn't work anymore; I can place and receive calls, but I can't see anything on the screen, what's wrong with it?
A: If your screen is cracked, your manufacturer's warranty may be void. For an estimate call our service department at 905-625-2431; or 1-800-268-1711, option 6.

Q: Where can I get help with my smartphone (PDA's and RIM's)?
A:Bell Mobility technical support, at 1-877-DATA-123; they will help troubleshoot, and if the issue has not been resolved then they will give you a ticket number to have the device replaced. If it needs to be repaired under or out of warranty a service repair form needs to be filled out at www.baka.ca/service

Q: Where can I get help with my world phone?
A: If you are having a problem when you are overseas, call 011-514-420-7748, or +1-514-420-7748. The 011- numbers only work for certain countries, the 514 will work anywhere. Long distance charges apply.

Q: If I am experiencing dropped calls in a specific are who would I report these network problems to?
A: Fill out an online Wireless Reporting form by clicking here

Q: When will my monthly Bill Date start?
A:Your phone will be shipped active. Your bill date will start the day the line is active, we will strive to get your phone as soon as possible once it becomes active. Since your phone is active when we ship it, Baka Wireless cannot credit for any days of service while your phone is being shipped or delayed in shipping. It is your responsibility to provide us with an address where Purolator can receive a signature between Monday to Friday, from 9 am to 5pm. In the event there is no one available to sign for your package, it may be held at the Purolator terminal for up to 5 days and it will be your responsibility to pick it up. We ship overnight within Ontario, and via ground outside Ontario but within Canada. Ground may take up to 6 business days, depending on your location.