Billing Support

Understanding your bill

Thank you for choosing Solo Mobile – we appreciate your business and would like the opportunity to explain your bill to you.

Your first bill will be different than future bills. We bill in advance, so you will be billed for one full month of charges in addition to some prorated charges. The example below will provide you with a closer look at a typical first bill and help you understand how everything adds up.

Reading your bill

In this example, the activation date is June 30th, with a billing date of the 4th of every month. Point your mouse over the sample bill to highlight the different sections. Roll over any numbered section to see an explanation.


Account Information

This section includes useful information that will appear on every bill:

  • Bill date - Your wireless bill is generated on this date each month, included will be a complete breakdown of your charges. The account balance is payable upon receipt and a late payment charge of 3% per month, calculated from the bill date, will apply if we have not received your payment before your next bill date. You will need this to register for paperless billing (e-bill) on your online account.
  • Mobile Number - You'll need your mobile number (or account number) to use the automated phone system to make payments, check your account balance, and make changes to your account.
  • Account Number - You'll need your 9-digit account number (or mobile number) to make payments and to confirm your account when speaking with a customer service representative. You will need this to register for paperless billing (e-bill) on your online account.
  • 14-Digit Client ID Number - You may use this number to make payments online or through telephone banking.

Account Summary

This section summarizes your current charges, including:

  • Monthly charges
  • Other charges and credits
  • Usage and long distance
  • Total taxes on current charges
  • Breakdown of taxes
  • Total amount due and specific due date

Each type of charge is explained below.

On future bills, the Account Summary page will show the previous balance, payments made and any late payment charges if applicable.

Notification Box:

This box indicates you have prorated charged on your bill. Proration will occur on your first bill and any future bills when a plan, feature or service is changed mid bill cycle. See section 5 for a further explanation.


Monthly Charges

This section of your bill provides details of your:

  • Monthly rate plan
  • Features
  • Services

A monthly e9-1-1 fee may be applicable.

The charges in this section are billed one month in advance. You'll see the name of your rate plan, as well as the term (e.g. 24M which indicates a 24 month term contract) you’ve choosen and the features and services. In this example, if your bill date is the 4th, monthly charges will be from the 4th of this month to the 3rd of next month.

Other charges and credits

This section details prorated monthly charges and credits that have been applied to your account from the time between the date you activated your service and your bill date. These charges include:

  • e-9-1-1 fee
  • All features and services requested
  • Rate plan
  • Any promotional features or airtime

For an explanation of partial monthly charges, please refer to the example below.

If an account is activated on the 30th and the bill date is the 4th, prorated charges will appear from June 30th until July 3rd (4 days).

Charges: Package or feature monthly charge ÷ 30 × number of days the package or feature was active.
$25 monthly rate plan / 30 calendar days = $0.83 - this establishes the daily breakdown
$0.83 daily cost of rate plan x 4 days (activation date to billing date) = $3.33

Credit: Package or feature recurring charge ÷ 30 × number of days remaining from the time of the cancellation until the next bill date.
Usage: Included minutes ÷ 30 × number of days the package or feature was active

This also applies to features, usage, long distance and data.

Usage and long distance

Additional usage charges are incurred on use outside of those included in your regular monthly rate plan, feature or service. Usage is billed for the previous month.

Examples include:

To track your bill and unbilled usage, please register your account at

For your information

This section provides a summary of your total usage for the month, highlighting:

  • Any Discounts you may have received for the month
  • Usage Summary of the total amount of minutes used (excluding roaming) for the month
  • An Event Summary of the total number of text messaging sent and received (pay per use, premium and short messages) as well as the total number of download events (i.e. ringtones and games) completed on your mobile phone.
  • Your Packet Plan Usage Summary, which shows the total volume of data (measured in megabytes)

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Understanding call details on your bill

The following table explains the columns of your invoice that list details about your usage.

Column Description
Item no. Call, session or event number
Date Start date of the call, session or event
Time Start time of the call, session or event
Type Type of call made (when available description can be found at the bottom of the page)
From Incoming calls (calls you received)

Outgoing calls (where you were located at the time of the call)
Number called Incoming calls (your own number)

Outgoing calls (number you dialed)
Min: sec Call duration
Rate Rate for the airtime part of the call; rate for the usage event
Long distance Rate for the long distance part of the call
Total Total cost for this call, session or event
Details Usage description
Event description Event description
Event type Event type
Total usage Total usage for each category (call, session or event)
Subtotal Subtotal for each category (call, session or event)
Total Total usage cost (includes calls, sessions and events)

Understanding call types

The following table explains the types of calls you might find in your invoice. You can also find an explanation of these codes at the bottom of each page of itemized calls on your invoice.

Code Type of call
b2b Business Calling Circle
BM2BM Solo Mobile to Solo Mobile
brwsr Mobile Browser
Dir Directory Assistance
FMR Follow Me Roaming
FM2M Mobile-to-Mobile Calling
FWD Call Forwarding
home Touch Base/20 Free Calls
m2m Incoming Mobile-to-Mobile
MsgCR Mobile retrieval of messages from your Message Centre
MsgD Message Deposit
MsgLrl Landline retrieval of messages from your Message Centre
OPER Operator-assisted call
ROAM Calls placed while you are traveling outside the Solo Mobile network
Work Work free calling

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Roaming charges

If you have travelled to the United States, your itemized call list will show roaming calls in the ‘Roamer’ section.

The roaming calls will be listed with prices in Canadian dollars. All incoming calls will be displayed twice: once in your ‘Itemized calls’ list to show long distance charges, and once more in the ‘Roamer’ section to show roaming charges.

Why do I pay long distance charges while roaming?

When you receive a call, our network sends the call from your home calling area to you in the United States, making it a long distance call. In the ‘Number called’ column, you will see the area code of the location from which you placed the call, followed by *18.

Why do I pay an extra charge for roaming?

When you use airtime in the United States, you pay an extra charge for using the U.S. network.

Which time zone shows up on my bill?

On your roamer calls, the time zone is that of the calling area you are physically in.

On your incoming itemized calls, the time zone is that of your phone number's area code.

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