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Frequently Asked Questions

Frequently Asked Questions

  1. Is there a penalty if I cancel my contract early?
  2. How long does it take to process an order?
  3. How and when will I receive my device?
  4. How do I activate my device after I have received it?
  5. What do devices come with?
  6. I live outside Toronto; can I get a device number local to my area?
  7. Can I choose my device number?
  8. Can I change my number at a later date?
  9. Do I get a warranty with my device purchase?
  10. What can I do if my device line's not working?
  11. How can I add or remove a feature from my device?
  12. Is there a long term commitment?
  13. If I ordered a device prior to the start of a promotional offer, can I get the discounts now?
  14. I ordered a 416 or 905 area code, but didn't get my request, why?
  15. I purchased a device as a gift, will there be charges for the entire month?
  16. What charges will be on my monthly bill?
  17. When will my bill arrive, and how long do I have to pay it before late fees are applied?
  18. How long do I have to get a full refund or exchange my device?
  19. Can any number be transferred?
  20. Can I keep my business number if I move to a different city?
  21. Will I need to get a new mobile device and rate plan when I transfer my business number to Bell?
  22. Will my voicemail and other calling features keep working when I transfer my number to Bell?
  23. Can I transfer my business number if I have a contract with my current service provider?
  24. Is there a charge to transfer my business number to Bell?
  25. Why won't my battery last longer than one day?
  26. Why can't I charge my device?
  27. What makes my device freeze?
  28. Why does my device say I have a message but I didn't hear it ring?
  29. Why does my device beep, even when it's fully charged?
  30. 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?
  31. Where can I get help with my smartphone (PDA's and RIM's)?
  32. Where can I get help with my world phone?
  33. If I am experiencing dropped calls in a specific area who would I report these network problems to?

  1. Q: Is there a penalty if I cancel my contract early?
    A: Yes. You are entering into a legal contract with Bell Mobility, and they reserve the right to charge a cancellation fee if you end your contract early. (To See Bell mobility’s terms of Service click here).
  2. Q: How long does it take to process an order?
    A: 3-10 business days if all information provided is accurate, and the Bell Mobility credit check for new activations has been approved.
  3. 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.
  4. 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 ensure that you can make/receive calls. If you have completed a hardware upgrade, you will need to call Baka at 1-800-268-1711 within 5 business days to maintain your discount, and have the device activated.
  5. 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 “more info” button on the device you are interested in.
  6. 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.
  7. Q: Can I choose my phone/device number?
    A: Unfortunately we cannot ensure exact numbers, but we will attempt to secure the last 4 digits you request and the closest available number will be selected.
  8. Q: Can I change my number at a later date?
    A: Yes. Bell Mobility will charge a $35.00 fee for any mobile number change.
  9. Q: Do I get a warranty with my device purchase?
    A: Yes, all devices come with a one-year parts and labour manufacturer’s warranty. This does not cover user abuse, liquid/moisture damage or shipping fees when sending the device in for repair. For full details, click here.
  10. Q: What can I do if my device's phone line's not working?
    A: Ensure that the device has been activated. For further assistance, call our help desk at 1-800-268-1711 option 4.
  11. Q: How can I add or remove a feature from my device?
    A: Call 1-800-268-1711 option 3 to have features added to your existing line. Only the key contact or authorized user on the account can request an addition or removal of features.
  12. Q: Is there a long term commitment?
    A: Yes. In order to qualify for applicable rebates, terms do apply. When you order online, you can choose your terms according to the preferred purchase price.
  13. 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 timeframe advertised. Unfortunately, we are unable to backdate promotional offers.
  14. Q: I ordered a specific area code, but didn't get my request, why?
    A: Unfortunately we cannot select a specific area code since the available number pool may be limited.
  15. Q: I purchased a device as a gift. Will there be charges for the entire month?
    A: We cannot postpone an activation. The device will be shipped out active, therefore your monthly charges will start from that date – even if the device will not be used immediately. We recommend you place your order within 10 business days from the date the gift will be received, to avoid unnecessary charges.
  16. Q: What charges will be on my monthly bill?
    A: Your monthly bill will include a one-time connection fee (if applicable), as well as the requested monthly rate plan. This monthly rate is subject to GST & PST/QST. 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 included in your monthly rate.
  17. 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 and we will get your new phone to you as soon as possible once it becomes active. Since your phone is active when we ship it, Baka cannot credit for any days of service while your phone is being shipped or delayed in shipping. We recommend you provide a shipping address where Purolator can receive a signature between Monday to Friday, from 9am 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.
  18. Q: When will my bill arrive, and how long do I have to pay before late fees are applied?
    A: Your bill will arrive monthly. To avoid late payment charges, we recommend you 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.
  19. 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 30 minutes of talk time/50MB of data usage (on mobile data devices) – 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 possible early termination fees (see terms and conditions), if you decide to prematurely end the contract.
  20. 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.
  21. 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.
  22. Q: Will I need to get a new mobile phone/device and rate plan when I transfer my business number to Bell?
    A: You will need a new rate plan when you transfer your business number to Bell. However, you can use an existing device if it is already on the Bell network OR an unlocked device. In both cases, you will need a new Bell sim card.
  23. 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.
  24. 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. We recommend you check the details of your current cellular contract to understand any charges, such as cancellation fees and outstanding balances you may be responsible for when the service is canceled.
  25. 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.
  26. Q: Why won't my battery last longer than one day?
    A: Are your back lighting 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.
  27. Q: Why can't I charge my device?
    A: Is your device plugged into the proper outlet? Check your user’s guide for details. If the issue persists, your device may need repair. To fill out an online request, you require a personalized account. Click here to fill out a request form.
  28. Q: What makes my device freeze?
    A: If this is occurring 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, you require a personalized account. Click here to fill out a request form or sign up.
  29. 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 occurrence. If this happens in multiple areas, indoors and out, then you may need a repair. To fill out a service request, you require a personalized account. Click here to fill out a request form or sign up.
  30. 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.
  31. 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: It may be a manufacturer defect or physical damage. If your screen is cracked, your manufacturer's warranty may be void. For more information, call our service department at 905-625-2431; or 1-800-268-1711, option 6.
  32. Q: Where can I get help with my smartphone (PDA's and RIM's)?
    A: Bell Mobility technical support, at 1-800-667-0123 (option 2) can help troubleshoot. If the issue has not been resolved, they will provide 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
  33. 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.
  34. Q: If I am experiencing dropped calls in a specific area, who would I report these network problems to?
    A: You would report these outages to Bell Mobility by clicking here.

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