Get Answers

Got questions about your good2GO mobile phone? Get answers here.

Your Rates

What is my rate for local calling?

All local calls, whether you are receiving the call or calling out are $0.25 a minute.
Please note: All rates are subject to change without advance notice.

What constitutes a "local call?"

All phone numbers within your area code are considered local calls. This allows our customers a larger "local" coverage area than traditional wireless service providers, saving you money. Check out our rates.

What does a long distance call within North America cost?

Long distance charges are $0.15 a minute, plus regular airtime fees, for all long distance calls to within Canada or the United States.
Please note: All rates are subject to change without advance notice.

Can I use my good2GO mobile to make long distance phone calls anywhere in the world?

You can use your good2GO mobile phone within Canada to make long distance calls anywhere inside or outside of Canada. Long distance rates plus the airtime rates will apply. For our international long distance rates, contact good2GO mobile by dialing 611. Please note that good2GO mobile does not offer a roaming service. You cannot make phone calls outside of Canada with your good2GO mobile phone.

Do I pay a fee for 911 Emergency Service?

No airtime charges apply for the 911 Emergency Service. We do deduct a monthly Cost Recovery Fee of $1.25 from your account.  If your account has an insufficient balance to cover the cost of this fee on your monthly anniversary a partial amount will be deducted.  If your account has an insufficient balance to cover the cost of this fee on your monthly anniversary a partial amount will be deducted.  If the account is refilled the remainder of the fee 
will be deducted.   If your account balance remains at 0 for 30 consecutive days or if required payments towards your account such service fees (911 etc) are not made, for any reason, your wireless Telephone number will be deactivated.   

Please note: All rates are subject to change without advance notice.

Do I pay to call 411, for Directory Assistance?

Yes, there is a $1.99 fee, plus an airtime charge for calls to 411, Directory Assistance.
Please note: All rates are subject to change without advance notice.

If I need to speak to good2Go Customer Service, is that a free call?

Yes. Dial 611 from your good2GO phone to reach our Customer Service representatives. This is always a free call.

What is the fee to call a Toll Free number? (i.e. 1-8XX)

When calling a toll free number from your wireless phone, all regular local airtime minute charges apply.

While I am traveling outside of my area code, will my outgoing calls be long distance if they are considered local calls within that specific area/city?

All calls made outside of your local calling area (your area code) will be rated as long distance charges, unless you calling a phone number that is in your local calling area, or your within your area code.

My long distance provider has a toll-free number for long distance calls. Can I use that number to make long distance calls on my good 2Go mobile phone?

Yes, you can use your long-distance service provider's 1-800 long distance phone number to make calls. You will be charged the good2GO mobile local airtime rates.

Where can I use my good2GO mobile phone?

Our wireless coverage area is extensive, making our service available to 94% of Canadians from coast to coast. To see the coverage in your area, check out our coverage maps here.

What does it cost to send a text or MMS message?

The cost to send a text message varies, depending on the wireless number of the person you are contacting. See below:

  • 15 cents per text sent to Canadian wireless numbers
  • 15 cents per text sent to US wireless numbers
  • 35 cents per text sent to International wireless numbers
  • 50 cents per MMS message to Canadian and US wireless numbers.  Ensure your account has a plan with data.
Outgoing text messages can be 160 characters including spaces.  Texts that are longer in length will be sent as multiple messages and charged at a rate of 15 cents per message.

Please note: All rates are subject to change without advance notice.

Do I pay for incoming text/MMS messages?

Incoming text and MMS messages to your phone are always free; even text or MMS messages from subscribers of other mobile networks.

Can I send text messages to international wireless numbers?

Yes, you can send text messages to most international wireless GSM subscribers. However, as there are many third-party GSM wireless carriers in the marketplace, we cannot guarantee that international text messages will be delivered. This is a matter beyond our control.

Can I send messages to text message short codes?

No, good2GO mobile does not subscribe to short code service.

end faq

Your Plans

What does my plan include?

good2GO mobile plans offer local airtime minutes, text messages to mobile phones within Canada and/or data

How do I add a plan to my account?

Contact Customer Service at 611 from your mobile phone or by calling 1-877-844-5562 from a landline. The plan will renew automatically every 30 days provided there are sufficient funds on your account. Please make sure you have sufficient account balance to cover the cost of the feature or plan, plus $2.00. If you do not have sufficient funds in your account balance for the renewal of a 30 day plan, you will be charged the additional local per minute rate of 0.30¢ and 0.15¢ per outgoing text message.

What happens when I use up all my minutes and/or data in my plan?

When if you use all your local calling minutes , additional local calling minutes will be charged at 30¢ per minute until your plan renews.  Once you have used all your data, your account will be charged 0.10 per MB until your plan or feature renews.
  

I have a new good2GO mobile SIM card and have added the data feature but it still doesn't work!

 It is possible that your handset does not detect the correct settings to access our browser. Also, there are some handsets that do not work with our browser. Refer to the settings for the APN:

APN: rogers-core-appl1.apn 
MMSC: 
http://mms.gprs.rogers.com 
MMS Proxy: 
mmsproxy.rogers.com 
MMS Port: 80 
APN Type: Default 
APN Protocol: IPv4/IPv6 
APN Roaming Protocol: IPv4/IPv6 

Please note that if you are using an BYOD (Bring Your Own Device) handset, our Customer Service group will not be able to troubleshoot your issue. If you are still having trouble, contact your handset manufacturer.

   

How do I cancel my plan?

If you decide to cancel your plan, contact Customer Service at 611 from your mobile phone or by calling 1-877-844-5562 from a landline. Any remaining minutes or texts are forfeited and the monthly plan fee is non-refundable.

What happens when I use all my data?

Once you have used all your data, your account will be charged 0.10 per MB until your plan or feature renews.

How can I check my data Usage?

You can check your data usage by dialing *777*4# and press send on your handset, your available data, plan expiration, account balance and account expiration will appear on your screen.

Why can't I send an MMS?

If your account does not have a sufficient balance to cover the MMS rate of 0.50, your MMS will not send.   Ensure your account has a sufficient balance.  Also ensure that you have a plan with data, as this is required to send an MMS.  
Check your MMS settings.  Your settings should be as follows:

APN: rogers-core-appl1.apn 

MMSC: http://mms.gprs.rogers.com 

MMS Proxy: mmsproxy.rogers.com 

MMS Port: 80 

APN Type: Default 

APN Protocol: IPv4/IPv6 
APN Roaming Protocol: IPv4/IPv6

Ensure your device is MMS capable.  Not all handsets have the ability to send an MMS.  If you are not sure, contact your handset manufacturer.

How do I add the International Call Plan?

To add any good2GO mobile plan to your account, call Customer Care at 1-877-844-5562 from a landline or 611 from your good2GO mobile phone and an agent can add the plan to your account.

How will I know when it's active?

Once your plan is active, you will receive a text message to your good2GO mobile phone advising that your plan is active and providing your local access number.

Once you have your local access number, save it into your phone's contact list.

How do I make a call with my International Calling Plan?

Dial your local access number, listen to the recording and follow the prompts.

Always dial 011 before your international number.

When I dial my local access number, the call doesn't work.

Make sure you have sufficient funds on your good2GO mobile account to ensure that you can make an outbound call.

Ensure the International Calling Plan is still active on your account by calling Customer Care at 611 from your mobile phone.

Can I use my local access number to make international calls from another phone or a landline?

good2GO mobile International Calling plan will only work with your good2GO mobile account.

My call gets through to the number but then I get the message that says the party is not answering.

While we try to ensure that all calls will be completed, occasionally some numbers will not function properly due to the nature of VOiP.

I forgot my local access number. How do I get a new one?

Give us a call and we will provide you the local access number that is assigned to your area.

Once you have your number, program it into your Contact's so it's easily accessible.

I placed a call to an International number and my account was charged.

If you neglected to call the local access number, your account balance will be charged.

When calling an International number using the plan, your account will be charged for the per minute local airtime charge.

Why are my plan minutes reducing when I make an International call using my International Calling Plan?

When placing an International call using the International Calling Plan, the minutes of the call are charged to your plan minutes. The International rate is charged to your main account balance.

I don't want the International Calling Plan any longer.

Contact us at 611 from your good2GO mobile phone and ask the agent to remove the plan from your account. The price of the plan is not refundable.

end faq

Your Account

I get promotional text messages of special offers from good2GO mobile and I would like to stop receiving them. How do I make them stop?

Contact our customer service team by dialing 611. They will remove your account information from text message broadcasts.

Does my good2GO mobile phone have any additional features?

Your good2Go Nokia mobile phone features the freedom of Unlimited Wireless web
browsing. †For $10 per month, you get Unlimited access to the websites you love to visit.*
*Service requires data capable handset, please call customer care to activate.
Please note: All rates are subject to change without advance notice.

How do I add airtime to my good2GO mobile account?

Purchase your airtime vouchers from one of our local good2GO mobile retailers in the amount of $15, $25, $35, $50 or $100.00 denominations. Simply dial *888*PIN# and press the"send" key from your good2GO mobile phone.  For example, if the voucher PIN is 123456789012, you would press *888*123456789012# and then "send". That's it! You are good to go.
Please note: All rates are subject to change without advance notice.

Where can I purchase more good2Go mobile airtime minutes?

Visit our current list of good2Go mobile retailers to find the location nearest you.

How can I check my airtime balance or my airtime expiration?

To display your account balance and expiration, simply dial *777# and press the "send" key from your good2GO mobile phone. 

To display your plan voice balance and expiration, as well as your main account balanace and expiration, simply dial *777*1# and press the "send" key from your good2GO mobile phone.

Can I transfer my airtime to another good2GO mobile account?

No, airtime is not transferable. Once you have added your minutes to your phone, they exist only on that phone number.

Can I add airtime from another carrier to my phone?

No, good2Go mobile airtime vouchers are only applicable on our phones. We cannot upload the airtime vouchers of another wireless carrier.

My good2GO airtime expired. How long can I keep my mobile phone number before it expires too?

Your mobile phone number will be re-assigned 45 days after your airtime has expired. Once your number has been re-assigned it cannot be retrieved and your SIM card will become invalid.You can purchase a new SIM card for $20. Call customer care at 1-877-844-5562 with your good2GO mobile voucher. After verification of your expired account, a new SIM card and new mobile number will be mailed to you. Any remaining balance from your voucher will be applied to your new account.

Does good2GO mobile offer a monthly invoice for account activity?

In order to lower our costs and save our customers money, we do not prepare monthly invoices.

Does my phone come with a SIM device?

All our good2GO mobile phones have a SIM device installed. It is attached to the unit underneath the phone battery.

What happens if I lose my SIM card or it is stolen?

If you lose your SIM card, contact our customer service team immediately at 1-877-844-5562. We will arrange for a new SIM card to be delivered direct to you. A fee of $20.00 will be debited from your good2GO mobile account. If you do not have the funds available in your account, you will be required to top up your account before your SIM card replacement request can be processed.
Customer Service will put a Lost/Stolen report on your mobile account, blocking anyone else from depleting your airtime balance. While your account is in blocked status, the expiration timer for your airtime continues. Purchase a new good2GO mobile handset and contact Customer Care to activate the SIM card located in your new phone onto your mobile number. If you have lost your SIM card, a new SIM card will be mailed to you for a fee of $20. All numbers that are in a blocked status will remain blocked for 30 days.

Can I purchase a good2GO mobile SIM card without a mobile phone?

SIM cards are sold at all good2GO mobile retailers for $9.99.  SIM cards may be purchased for $20.00 by calling Customer Care at 1-877-844-5562. Simply purchase a good2GO mobile airtime voucher at a good2GO mobile retailer (Click here). A new good2GO mobile SIM card will be mailed to you with a new good2GO mobile number. The SIM card and number are already active. Ensure you have an unlocked GSM/HSPA handset capable of operating on 850/1900 MHz frequencies. Customers that purchase a Mobile SIM Card may experience limitations with the good2GO mobile features if using a non-supported good2GO mobile handset. All Mobile SIM Card sales are considered final sale and are not eligible for a refund.

What happens if my SIM card is rejected?

If you accidentally change the security code on your SIM card and the SIM card is rejected, contact good2GO mobile Customer Service at 1-877-844-5562. Replacement SIM cards are available for purchase for $20.00 upon verification of an active good2GO mobile account.

end faq

Your Number

Can I choose my good2GO mobile phone number?

No. good2GO mobile numbers are randomly assigned based on your region. You may, however, request that your local phone number be in a specific city, if that is a location where you anticipate making the most calls.

What is local number portability?

Local Number Portability enables Canada's wireless phone subscribers to retain their phone number when changing mobile service providers. This is similar to the system which is currently in place for home and business numbers.

Can I port (transfer) my existing Pre-Paid wireless number to good2GO mobile?

Yes, if your prepaid account is still active with your existing service provider. Please also note that any unused airtime minutes from your pre-paid account cannot be carried over to your new good2GO mobile phone.

Is there a fee to change my mobile telephone number?

Yes, there is a fee of $10.00 to change your good2GO mobile phone number. The amount will be debited from your account. If you do not have the funds available in your account, you will be required to top up your account before your good2GO mobile phone number phone number request can be processed.

If I switch my current service to good2GO, can I keep the wireless device and just transfer over?

No, to become a new subscriber with good2GO mobile, you will need to purchase a new good2GO mobile phone. We have an affordable variety of phones to suit your needs. Check them out for more information.

What information will I need to provide to port (transfer) my current wireless phone number over to good2GO mobile?

You will need:
* ††Your current wireless phone number and most recent monthly bill
* ††OR, your phone number and one of the following:

  • your account number
  • your password/PIN
  • or your phone's Electronic Serial Number/International Mobile Equipment Identity (ESN/IMEI) number which is located on the back of your phone, under the battery.

I ported out my good2GO mobile number to another wireless carrier. I would like to re-activate my phone with good2GO mobile. What do I need to do?

When you port your phone number to another wireless carrier, your good2GO mobile SIM card becomes invalid.To reactivate your good2GO account, you need to purchase a good2GO mobile SIM card for $20.00.

Contact good2GO mobile Customer Care at 1-877-844-5562 with the good2GO mobile voucher to cover the cost of the SIM card.A new mobile number will be assigned to your new SIM card and any remaining balance from your voucher will be applied to your new mobile number.
We will mail your new mobile number and new SIM card within 7-10 business days.

Can I port (transfer) my home phone number to my wireless phone?

Yes, in some cases you will be able to keep the same phone number when transferring your landline phone service to wireless service. However, in some rural areas, home phone numbers are not eligible for Number Portability at this time. Please call 1-877-844-5562 to see if your existing number is eligible to be ported to good2GO mobile.

What information will I need to provide to port (transfer) my current landline phone number over to good2GO mobile?

You will need to provide a copy of your monthly landline phone bill, complete with your name and current address.

How long will it take to transfer my existing number to good2GO mobile?

During regular business hours, the process to transfer your current phone number to your good2GO mobile phone should take approximately 2 hours. However, because we have to deal with other carriers, it can take as long as 72 hours. Once your transfer is complete, your good2GO mobile number will become active and your old phone will no longer work.

Do I need to provide personal information when I purchase any good2GO mobile service?

No, we do not require any personal information at this time.

Can I use any GSM (Global System for Mobile communications) phone with good2GO mobile Service?

You may be able to use 850/1900 Mhz phones with good2GO mobile service, but good2GO mobile does not support non- good2GO mobile phones. Features such as voicemail, Text Messaging, and Wireless Web may not work with non- good2GO mobile phones.
Please note: All rates are subject to change without advance notice.

end faq

Handset Warranties

Does my new good2GO mobile phone come with warranty coverage?

Nokia Ltd. provides a one-year warranty on your handset. See your Nokia manual for additional information.

If you are experiencing any defects with your good2GO mobile phone within 15 days of your purchase, you may return your handset to the store location, with proof of purchase, to exchange your good2GO mobile phone. Please be advised that purchased airtime refills are not refundable.

end faq

Voicemail

How do I setup my voicemail?

You have two options:

  1. 1. Set up your voicemail by pressing and holding the 1 key on your mobile phone. Follow the voice prompts to record your name, password and answering message.
  2. 2. Dial your 10-digit mobile telephone number. When you hear the voicemail greeting, press the pound (#) key and follow the voice prompts to record your name, password and answering message.

 

How do I retrieve my voicemail messages?

From your good2GO mobile phone:

  1. Press and hold the 1 key on your mobile phone.
  2. Enter your 4/5 digit voicemail password.
  3. Follow the voice prompts.

From a landline telephone:

  1. Turn off your good2GO mobile phone.
  2. From a landline telephone, call your personal good2Go mobile phone number.
  3. When prompted, enter your 4/5 digit personal voicemail password. Follow the voice prompts.
  4. If you forget your pass code, contact good2GO mobile Customer Service by dialing 611 from your mobile phone. Your password will be reset. This is always a free call.

end faq