The agreement between you ("Customer" or "you") and Bell Mobility Inc., doing business as Solo Mobile ("Solo", "Solo Mobile"or "we") includes the following documents, as they may apply to you:

  • a summary setting out critical information about what you are signing up for ("Critical Information Summary");
  • an agreement page so you can signify your agreement to our terms ("Our Agreement Page"); and
  • the actual terms of service spelling out your, and our, obligations (including the schedules attached) ("Terms of Service" and "Schedules")

(together the "Agreement").

You should review the entire Agreement. All of the parts are important and together create a legal contract that applies to you once you have accepted it. Solo relies upon your promise that you have reached the legal age of majority in your province or territory of residence and are authorized to enter into this Agreement. To help you to understand your rights and obligations under this Agreement, these Terms of Service are written in a question and answer format. At the end of these Terms of Service you'll find Solo's contact information.

1. What is covered by this Agreement? This Agreement is for "Solo Services" or "Services" (as they will be called in this Agreement), whether prepaid ("Prepaid") or postpaid ("Postpaid"), which include any wireless telecommunications services provided by or through Solo Mobile, including voice (exclusively for the purpose of making and receiving person-to-person voice calls and/ or accessing voicemail), text, data (including content) or other services, and account administration (for example, account changes and Customer support). This Agreement also applies to any wireless device ("Device") to be used with the Services. Only Solo-issued subscriber identity module cards ("SIM Cards"), which are required to connect your Device to Solo networks, can be activated on Solo networks.

2. How do I accept this Agreement? You (a) sign the signature page of this Agreement; (b) click "I Agree" or perform any other form of electronic acceptance; (c) agree verbally to enter into this Agreement; or (d) activate or use the Solo Services.

Your Information and Communication Preferences

3. How does Solo market products and services to me? Your privacy is important to Solo. Solo Mobile is a business name of Bell Mobility Inc. As such, Solo's commitment to privacy protection is the same as Bell Mobility's, which you will find at the end of these Terms of Service for your convenient reference. Solo protects your personal information in a manner consistent with Bell's Privacy Policies available at and applicable laws. By entering into this Agreement, you agree that Solo Mobile may share your information with Bell Canada, Bell ExpressVu, Bell Media, Bell Aliant, Virgin Mobile, The Source and their affiliates.

4. Does Solo collect, use or disclose my credit information? If you are a Postpaid customer, then by accepting this Agreement you consent to our collection of your credit and payment information from other Bell companies, credit grantors and reporting agencies over time. You also consent to our use and disclosure of this information to these parties to assist with assessing your creditworthiness, and our disclosure of this information to collection agencies to assist with the collection of monies owed, all from time to. Prepaid Services are available without a credit check.

5. How can I be sure that Solo has accurate contact information for my account? Remember you are responsible for keeping the contact and payment information you provide to Solo for yourself and any subscribers on your account (including name, mailing address, email address, telephone number, credit card or bank account information) up to date. Visit or call us to confirm that the information we have on file is correct. If you do not provide a forwarding address you may forfeit any outstanding credits or deposits on your account.

6. How does Solo market products and services to me? At Solo Mobile, we use a number of ways to keep our customers informed of ways to save, new product releases and other useful information. We may send you commercial electronic messages or call you to tell you about Solo's and our third party marketing partners' products and services. You can unsubscribe or manage your communication preferences for commercial electronic messages by visiting, and you can unsubscribe from telemarketing messages by calling 1 877 999-7656. You will continue to receive service-related messages even if you choose not to receive marketing communications.

Availability of Your Service and 9-1-1 Limitations

7. Where are the Services available? Visit for our latest service coverage areas and maps. Note that Solo and our roaming partners may, without notice, change networks or geographical coverage areas (both in and out of Canada) and remember that Solo isn't liable for any loss you or anyone else may suffer as a result of any disruptions or outages to the Services, or as a result of any changes to the networks or geographical coverage areas (both in and out of Canada).

8. What speed can I expect from the Services? As fast as our technology and ability allow. Solo doesn't guarantee the Services will achieve peak speeds (even if you pay extra to get higher peak speeds). Solo may deliver your Services from its different networks (including mobile networks and WiFi networks) in order to facilitate optimal network performance. Solo is a business name of Bell Mobility Inc. and as such, Solo complies with Bell Mobility's Responsible Use of Bell Services policy ("Responsible Use Policy") in Schedule B. If you violate the Responsible Use Policy, then Solo may reduce your speed for network management purposes. If you'd like, you can review the Responsible Use Policy for greater detail.

9. Is 9-1-1 always available? No. Solo provides 9-1-1 emergency call routing Service ("9-1-1 Service"), which may not always work for a variety of reasons. Also, 9-1-1 Service does not work with all Devices: data-only Devices like tablets, modems and turbo sticks/hubs can't be used to call or access 9-1-1. While Solo provides emergency call routing when the 9-1-1 Service is available and the Device is capable, it is your local government that provides the 9-1-1 emergency response services. If you live in an area where 9-1-1 emergency response services are not available, then your call may not be routed to a live operator. Contact your local government for additional information. For an explanation about enhanced mobile emergency call routing such as e-9-1-1 Service and additional information, please visit Solo is not responsible for any inability to access 9-1-1 Service, to the extent permitted by applicable law.

Managing Your Account

10. What is the length of my commitment? Month-to-month ("Month-to-Month Term"), unless you and Solo agree to a different commitment period ("Commitment Period"). If you agreed to a Commitment Period of 12 months or longer, Solo will notify you 90 calendar days prior to the expiry of your Commitment Period. To ensure continuity after your end date, this Agreement will continue to apply and Solo will continue to provide you with Solo Services on an ongoing Month-to-Month Term, unless you cancel your Agreement as provided in Section 55 or the Rate Plan (defined below) you subscribe to is no longer available.

11. What is the difference between a Rate Plan, an Add-on and Pay-Per-Use Services? Solo provides you with a variety of subscription options when ordering Solo Services. You can subscribe to a pre-defined bundle of Services (your "Rate Plan"), add features (not within the bundle) that interest you (an "Add-on"), and have the additional option of using and paying for certain Services as-needed ("Pay-Per-Use"). The amount you must pay for any use of the Services (your "Charges") will vary depending on the combination of Services you select. Any usage over and above that which is included in your Rate Plan or Add-on is additional usage ("Additional Usage") and will be charged in accordance with Section 12. Remember that you are responsible for choosing the combination of Services that is most appropriate to your needs.

12. What happens if I exceed the usage limits of my Rate Plan or Add-on? You will pay extra for that. Additional Usage will be charged to you at the Pay-Per-Use rate (visit, unless your Rate Plan or selected Add-ons specify a different rate, which may change over time in accordance with Section 53.

13. Will I have to pay any fees in addition to the Charges described above? There may indeed be cases where additional fees ("Fees") apply, for example, if a customer service representative completes a transaction on your behalf. Visit for additional information. Fees are usually charged separately from your Rate Plan and may change from time to time in accordance with Section 53.

14. How does Solo help me to manage my account and Charges? You can review your account and your voice, text and data usage online through self-serve at You can update account information, add Add-ons to your account, view your Rate Plan details, and monitor and manage your monthly activity to ensure your usage remains within your Rate Plan or Add-on limits through your self-serve profile.

15. How does Solo calculate my usage Charges? It depends on the Service being used.

(a) Voice: Both local and long distance calls are rounded up to the nearest minute, unless otherwise stated. Time begins when you initiate a call (for example, by pressing "Send") or, for calls you receive, from the moment the call request connects to Solo's network (which may be before the Device rings) until the time the activity is disconnected (for example, by pressing "End"). If you call a phone number outside of your local coverage area or if you receive a phone call when outside your local coverage area you may be charged for long distance Services. Airtime and long-distance Charges also apply to call-forwarding. For an explanation of local and long distance coverage areas, visit

(b) Text: Solo counts your incoming and outgoing text messages. Long text messages may be broken up into smaller segments, in which case you will be charged per segment. There may be circumstances where your Device is inactive and incoming text messages are received by Solo's networks but cannot be delivered to your Device. Applicable text Charges continue to apply and you will be billed for those text messages even if you do not immediately receive them. Interactive text messages (also known as premium short code messages) are billed outside of normal text message Charges and additional Fees apply. Premium short code messages can be stopped by replying to a message with the word STOP.

(c) Data: Data usage is rounded up to the nearest kilobyte, unless otherwise stated. Applicable data Charges apply from the moment a data transmission starts and are measured by the data sent and received by Solo's networks in connection with such transmission, whether or not the data request is successfully completed. This means that usage details that you see on your account may be greater than the data actually received by your Device in connection with the Services. Certain Rate Plans or Add-ons that include data may apply to on-Device transmissions only - so if you use your Device as a modem or tether, then you may be charged Pay-Per-Use Charges for data Services. Solo will notify you (or other subscribers on your account) at or before you (or they) reach Additional Usage Charges for data of $50 per subscriber on your account, per billing cycle. If you (or they) wish to continue to incur Additional Usage Charges after this notice, then you (or they) will be given the opportunity to expressly consent to continued Additional Usage Charges. If you (or they) do not expressly consent to such Additional Usage Charges, then your (or their) ability to access data Services will be suspended. You will also receive notice if your access to data Services is restricted or suspended due to a credit limit or past due amounts.

(d) Roaming: You're "roaming" whenever your Device has to use another wireless service provider's network to send or receive voice, text or data transmissions. Roaming can occur in Canada or internationally. Depending on your Rate Plan, international roaming rates may be significantly higher. Your Device will not be able to roam internationally unless you ask Solo to enable this function and Solo agrees to do so. Certain Rate Plans do not include international roaming and some Devices are unable to roam internationally. If you enable this function and enter an international roaming area, you will be advised that you are roaming internationally and be provided with details on your roaming rate Charges. For current roaming rate Charges, visit Solo will notify you (or subscribers on your account) once you (or they) reach Additional Usage Charges for international data roaming of $100 per subscriber on your account per billing cycle. If you (or they) continue to incur Additional Usage Charges after this notice, then you (or they) will be given the opportunity to expressly consent to continued Additional Usage Charges. If you (they) do not expressly consent to such Additional Usage Charges, then your (or their) ability to send or receive data transmissions while roaming will be suspended. You will also receive notice if your data roaming is restricted or suspended due to a credit limit or past due amounts.

Rounding practices for U.S. and international voice and data roaming may vary depending on how the wireless service provider permitting you to access their network calculates usage.

16. Can I change my Rate Plan after I agree to a Commitment Period? Solo may restrict Rate Plan changes, or require that you pay a Cancellation Fee (as described in Section 56).

17. What if I move during my Commitment Period? Certain Rate Plans are only available in certain locations. If you move to a different location than the one indicated on your account and wish to continue your Solo Services, you may need to change your Rate Plan (see Section 16) and/or your mobile number. Additional Fees may apply.

18. Can I share my Rate Plan with family and friends? Certain Rate Plans can be shared (check the Rate Plan details), but there are some things you should consider. If you share a plan with others ("Share Plan"), your Services are pooled and made available on a first-come, first-served basis each monthly billing cycle among the subscribers on the account. In other words, you might not receive the full allowance of Services in your Rate Plan in any monthly billing cycle if the included allowance is used up by other subscribers first. Some Services in a Share Plan can't be shared, and some Services cannot be blocked from other subscribers. A Share Plan requires at least two Devices on two separate plans designated as sharable.

19. Does my Rate Plan include a system access fee and/or $0.75 9-1-1 Service Fee? System access fees ("SAF") and 9-1-1 Service Fees apply only to certain Rate Plans and are charged as part of the consideration for Solo providing Services to you. Unlike the Government 9-1-1 Fees described in Section 46, they are not required by nor collected for any government. If you wish (and subject to Section 16), you may select one of Solo's current Rate Plans that do not charge SAF or 9-1-1 Service Fees.

20. Do I own the mobile number that Solo assigns me? No. You do not own or acquire any right in any assigned mobile number or identifier for Solo Services (e.g. IP address, email address, web space URL, host name, Internet fax). Solo may, at any time and without liability, change or withdraw any number or identifier assigned to you. Your mobile number may be automatically transmitted to the person you call, other carriers or to us. You can block this display either permanently or on a per-call basis at any time in accordance wtih the instructions posted from time to time on

21. Can I keep my mobile number? If you or your new service provider asks us to and your assigned account and mobile number are active, Solo will process a "transfer-out" or "port-out" request for your mobile number to your new service provider. You are responsible for all Charges, Fees and taxes associated with the transfer from Solo, including any applicable Cancellation Fee and unpaid account balances. Please refer to Section 55 to understand how to end your Agreement. Solo is not responsible for any interruption, disruption or disconnection of any services associated with the mobile number which is the subject of a transfer request. A "transfer" of a mobile number does not include the transfer of any associated services (including voicemails), or devices.

22. Who is responsible for protecting my account and Device? You are responsible for the protection of your account(s) and password(s) and for all use of your account, the Solo Services and your Device by yourself and any other users (authorized or not). You are responsible to back up and safeguard your data, including your text, email and voicemail messages. Solo may also require that you take proactive measures to protect your Device (such as, for example, updating software). Solo may delete your data and reset your Device to factory settings in certain circumstances.

23. How does Solo help to ensure responsible use of Solo Services? Solo works hard to ensure the continuous, efficient operation of the Solo Services and enforces the rules contained in the Responsible Use Policy. Solo requires your compliance with the Responsible Use Policy and all applicable laws when using the Solo Services, including your safe use of Devices and specifically, your use of handsfree capabilities during situations when you might be distracted (such as driving, biking or walking with your Device). Not all Services work with all Devices -- it is your responsibility to ensure that your chosen Device is able to fulfill your requirements, including that it is compatible with connecting technologies if you need handsfree or similar capabilities. Solo may, but is not required to, monitor (electronically or otherwise) or investigate your use of Solo Services and networks, including Device location, network consumption, use of Programming (as defined in Section 26) or your content. Solo may disclose any information necessary to satisfy any law, regulation, governmental or other lawful request from any applicable jurisdiction or as necessary to operate and optimize Solo Services and to protect itself or others and ensure Services are not being used contrary to the Responsible Use Policy.


24. Am I responsible for content that I provide in connection with Solo Services? Yes. It is your responsibility to ensure that you have the rights to any content you post, upload, store, transmit or communicate to others using the Solo Services, including data, documents, videos, music, photos, etc. Solo is not liable for the unauthorized use or distribution of this content (including third-party content).

25. Can Solo use my content? Only as required to provide the Solo Services. In providing the Services, Solo may need to use, copy, adapt, transmit, display, publish and perform, distribute and create compilations and derivative works from your content. By agreeing to receive the Services, you agree to waive your moral rights and you authorize Solo to perform these activities in relation to your content anywhere in the world. You acknowledge that Solo may store your content so you can access it, but that if you fail to access such content within a certain period of time (as determined by Solo), or if the applicable Service is modified or terminated, Solo may delete it without notice to you.

26. What content does Solo provide? Solo provides content as part of certain Solo Services, including programming packages and subscriptions, pay-per-view, on-demand and interactive services, applications, a la carte programming and any other related Services that Solo provides to you ("Programming").

27. Is the Programming I subscribe to always available? No. All Programming is provided on a "subject to availability" basis and is subject to change. Solo will not refund Charges or credit you for any blackout period or temporary interruptions.

28. Can I redistribute the Programming I subscribe to? No. Programming may not be redistributed, rebroadcast, transmitted or performed in any form, and no admission may be charged or any other consideration received by or for your benefit from any third party in return for allowing such third party to listen to or view any Programming provided by or through Solo.

Your Device

29. What happens if I want to upgrade my Device? Solo is currently restricting Device upgrades to certain situations. Contact Solo for additional information. Discounted Device upgrade offers are made available in Solo's sole discretion, and may be withdrawn at any time.

30. What happens to my content if I upgrade, trade in or replace my Device? If you plan to stop using your Device, it is your responsibility to delete any personal information and content it contains. To do so, you must reset the Device to factory settings. Visit to find out how. If you upgrade or replace your Device, your content may not be transferrable. If your content is important to you, then ask whether the content can be transferred.

31. How does Solo install required updates on my Device? When you accept this Agreement, you agree to Solo updating the software, features and settings on your Device and/or Solo SIM Card wirelessly as necessary, without additional notice, and you agree that these updates may be required in order to continue receiving the Services.

32. Can I unlock my Device and is there a Fee? When you purchase a Device from Solo it will be locked and can only be used on the Solo network. If your Device was provided at a discount as part of this Agreement and your account is in good standing and your Device is eligible, you can unlock your Device after a minimum of 90 calendar days, if you pay an unlocking Fee (plus applicable taxes) of $50, or $150 if your account carries a security deposit or is subject to a credit limit. If your Device was purchased from Solo at full retail price or you brought your own Device (originally purchased from Solo), your Device can be unlocked upon request and payment of an unlocking Fee of $50, plus applicable taxes. If your account is in past due, your Device will not be unlocked until your account balance is paid in full using a credit card.

33. What is Solo's return policy? If you purchase a Device from Solo which does not meet your needs, you may return your Device (up to 2 Devices per subscriber) if the Device: (a) is returned within 15 calendar days of the start date; (b) is in "near new" condition with the original packaging, manuals and accessories; and (c) has not exceeded 30 minutes of voice usage or 50 MB of data usage. SIM Cards are not returnable once the packaging has been opened or the SIM Card is activated. If you are a person with a disability, your Device may be returned in "near new" condition with the original packaging, manuals and accessories within 30 calendar days of the start date and double the corresponding permitted usage set out above.

34. What happens if my Device is lost or stolen? As soon as you let us know that your Device has been lost or stolen, we can suspend your Service. If you report your Device as lost or stolen, and Solo has not been notified of its return within a specified time period, then the Device may be permanently disabled. Remember that this Agreement continues to apply even after you have reported your Device lost or stolen. What happens with your Charges or account balance depends on whether your Services with Solo are on a Postpaid or Prepaid Rate Plan, as set out below:

(a) Postpaid: You must pay (i) all Charges and Fees, plus applicable taxes, incurred up until such time as we receive your notice that the Device was lost or stolen; and (ii) either your minimum monthly Rate Plan Charge (if you continue this Agreement) or the applicable Cancellation Fee (if you cancel this Agreement).

(b) Prepaid: In order to ensure that your future Prepaid funds are not compromised, we will suspend your recurring Charges and any automatic "Top Up" program that you participate in (as further described in Section 39) once you notify us that your Device was lost or stolen. However, the Active Period (as further described in Section 39) applicable to your existing Prepaid funds continues to run when the Device is lost or stolen. Accordingly, you must continue to manually Top Up your Prepaid account within 7 calendar days of the end of the active period applicable to the Prepaid funds in your account to maintain your existing Prepaid account balance.

35. What happens if my Device doesn't work? Check your Device manual for troubleshooting tips that might help you solve the problem. You will also find troubleshooting information on our website at See Section 50 if your Device is covered by a manufacturer's warranty and needs to be repaired. If you give your Device to Solo for repair, you are responsible for backing up any personal information and content contained on the Device which you want to preserve and then deleting it (by resetting your Device to factory settings) prior to giving your Device to Solo. Visit to find out how.

36. Will I receive a loaner Device while my Device is being repaired? If the Device was purchased as part of this Agreement and either the Device is within the manufacturer's warranty period or you subscribe to Solo's Smart/Phone Care Plan, you will be provided with a loaner device (along with related accessories) ("Loaner Device") for free, if we have one available. If Solo is unable to provide you with a Loaner Device and you would otherwise have to pay a Cancellation Fee to avoid paying for Services during this time, then your Services will be suspended and you will not be charged for your Services while your Device is being repaired. If your Device is being repaired by Solo and it is not covered by the manufacturer's warranty or Solo's Smart/ Phone Care Plan, then you may be charged a Fee plus applicable taxes for the Loaner Device.

37. What do I do with my Loaner Device once my Device is repaired? Simply return it to the retail store location specified by Solo within 5 business days of receiving your repaired Device, unless instructed otherwise by Solo. Please remember that you must delete any personal information and content the Device contains (by resetting it to factory settings) prior to returning the Device to Solo.

38. What if I lose, damage or fail to return the Loaner Device? You're responsible for the Loaner Device. If you don't return the Loaner Device in good working order and without visible defects or damage, then you may be charged a Fee to replace the Loaner Device, as set out at without further notice. This Fee may be paid either in-store or, in some circumstances, applied to your account.

Billing and Payment

39. How does Solo bill me for Solo Services? Your billing arrangement depends on whether we are providing you with Prepaid or Postpaid Services. You must pay all Charges, plus applicable Fees and taxes.

(a) Postpaid: If we are providing you with Postpaid Services, you will be billed monthly in advance. Your account will be assigned a billing date ("Billing Date"). On your first bill there will be Charges for any Services which were provided between your start date and Billing Date, so the total monthly Charges on your first bill may be different from the amount shown on your Critical Information Summary. Your bill will include Charges for your Rate Plan, your Add-ons and your Pay-Per-Use Services, Additional Usage Charges and any additional Fees, plus applicable taxes. Your bill is payable on receipt. Make sure you pay on time because all amounts owing which are not paid by you or received by Solo by your next Billing Date are overdue and you will be charged and must pay interest at the rate of 3% per month (42.586% per year) ("Late Payment Charges") on all overdue amounts calculated and compounded monthly from the Billing Date. Recurring Charges billed in advance will not be refunded upon the cancellation of your Agreement.

(b) Prepaid: If we are providing you with Prepaid Services, you will not receive a monthly bill. You must maintain a positive balance of funds in your Prepaid account in order to use the Services. To add funds to your account, you must "Top Up". Taxes are extra. Prepaid funds are valid for a specified number of days starting from the time on the day they are added to your account ("Active Period"). Unused funds will expire at the end of the Active Period. Expired Prepaid funds will be restored if you Top Up your account within 7 calendar days of their expiry. If you Top Up your account before your existing Prepaid funds expire (or are used up), then your Top Up will be added to your existing Prepaid funds and the Active Period for the Top Up will apply to the combined amount of Prepaid funds. Prepaid funds are non-refundable. Any Prepaid funds which are added to your account on a promotional basis will have an Active Period of 30 calendar days unless otherwise stated and are not restored or extended by Top Up. Any included but unused minutes, text messages or data in Prepaid Rate Plans or Add-ons will not carry over beyond the applicable Rate Plan or Add-on period. If you use an automatic Top Up program to add funds to your Prepaid account, the funds may take up to 48 hours to be deposited into your account. You cannot transfer any funds deposited into your Prepaid account to another account. Visit the prepaid section for additional information.

40. How can I pay for Solo Services? It depends on whether we are providing you with Prepaid or Postpaid Services. Solo may also have specific payment method requirements.

(a) Postpaid: You can pay your bill online through your bank account, by cheque (through the mail) or by credit card unless otherwise advised. You may also set up a pre-authorized payment plan (which may be required to obtain certain Services). If you provide a credit card or bank account (or other pre-authorized payment method) to Solo for your monthly payments, you authorize Solo to charge your credit card or debit/charge your account for all outstanding Charges, additional Fees, applicable taxes and account balances due under this Agreement, including any applicable Late Payment Charges and Cancellation Fees (as defined in Sections 39 and 56 respectively). You confirm that the credit card or bank account from which you have authorised payment is in your name, is valid and has not expired. Your current and authorized credit card information appears on your Customer account profile at, and your current authorized bank account information is on your Preauthorized Debit Authorization form. Solo may charge your account a Fee plus applicable taxes if your payment is refused by your financial institution for insufficient funds to the extent permitted by law. This Fee is to offset costs incurred by Solo.

(b) Prepaid: You have a variety of options to Top Up your Prepaid funds. You can Top Up with your credit card or a prepaid card, or participate in a monthly Top Up program with a pre-authorized credit or debit card, or pre-authorize your credit card and do one-time Top Ups with your assigned personal identification number. Please visit for additional information.

41. Will Solo ever require an immediate interim payment? Sure. If we notice usage inconsistent with your normal usage pattern, for example, Solo may require you to pay certain amounts owing on an immediate interim basis, and in advance of your next Billing Date. If this happens, you must pay these amounts on or before the required payment date to avoid suspension or termination of your Solo Services. If your account is subject to a credit limit, you must ensure your usage Charges and Fees (both billed and unbilled) remain below your assigned credit limit to avoid suspension of your Services.

42. How do I correct a payment error? To correct any payment made by you through electronic means (such as Internet or telephone banking or ATM machine), you must ask your financial institution to correct the error.

43. Is a consolidated bill available if I subscribe to Solo and Home phone, Internet or TV from Bell Canada? By entering into this Agreement, you agree to receiving one bill for the Solo Services and the services of other Solo companies (known as "OneBill") if and when such consolidated billing is available and if you meet eligibility requirements.

44. What if I have a concern about a Charge or Fee? You have to contact us within 90 days of either the Billing Date (for Postpaid Services) or the date the Charges and Fees were incurred (for Prepaid Services) otherwise we assume you accepted them. Any Charges or Fees you are questioning will not be considered past due unless Solo has conducted an investigation and concluded that the Charges or Fees are correct and there is no basis for the dispute, or reasonably believes you are using the dispute to evade or delay payment. All undisputed portions of the applicable Charges and Fees and applicable taxes must be paid by the required payment date. Any undisputed and unpaid amount will be considered past due and you will be charged, and must pay, the applicable Late Payment Charge. If you are entitled to a credit from Solo, you confirm that you have made no separate claim for a refund for the same amount from a financial institution. Solo will apply any credits due to you from Solo against future Charges and Fees payable.

45. How do discounts or promotions work? Solo will apply any discounts, incentives or promotions to your account while:

(a) Solo maintains these discounts, incentives, or promotions; and (b) you meet the applicable eligibility requirements (including, maintaining your discounted Rate Plan without interruption). Solo may change any discounts, incentives or promotions and their eligibility requirements at any time. Discounts, incentives and promotions may take more than one billing cycle to be applied and appear on your bill and will not be applied retroactively.

46. Why does Solo charge a government 9-1-1 Fee? Solo does not provide emergency services, but does provide a 9-1-1 Service to assist with emergency call routing (as described earlier). In addition to any 9-1-1 Service Fee Solo may charge you itself for providing emergency call routing, Solo is required to remit mandatory 9-1-1 Fees in accordance with applicable law to some provincial or territorial governments for their provision of emergency services ("Government 9-1-1 Fees"). You agree to pay any applicable mandatory Government 9-1-1 Fees. Visit for details. See Section 9 for limitations that apply to Solo's emergency call routing 9-1-1 Service.

47. Does Solo require a security deposit? Solo may require a security deposit and will provide you with the reason for requiring a deposit. Deposits will earn simple interest based on a rate of 1% above the Bank of Canada's Target for the Overnight Rate in effect, calculated monthly on the last day of your monthly billing cycle, prorated for any partial month Solo holds the security deposit. When the Solo Services are cancelled or the conditions justifying the security deposit no longer apply (typically when you make six (6) consecutive monthly bill payments in full and on time), Solo will apply the security deposit and any earned interest against any outstanding amount owing, then refund you the balance of the deposit, if any, within 30 calendar days. Accounts with multiple subscribers will have the security deposit refunded on the earlier of when all subscribers on the account have cancelled Services or after six months from the last subscriber being added to the account and the account remaining in good standing. Accounts that have a security deposit requirement are not permitted to participate in Solo's OneBill billing option (described in Section 43).

48. What if I owe money to another Bell company? If your account with Bell Canada, Bell Mobility, Bell Aliant, Bell ExpressVu, or Virgin Mobile is in arrears, Solo may invoice you for, collect or set off any amounts owed to these Bell companies. Solo may also refuse to provide you with any Solo Services.

Warranties and Limitation of Liability

49. Are there any warranties on the Solo Services? To the extent permitted by applicable law, Solo makes no warranties, representations, claims, guarantees or conditions of any nature, express or implied, including fitness for a particular purpose, merchantability, title or non-infringement, with respect to any Solo Services and does not guarantee that communications are private or secure. Solo assumes no liability for any claims, damages, losses or expenses arising out of or otherwise relating to the unavailability of any Solo Services, even where such unavailability occurs after activation of the Solo Services.

50. Are there any warranties on Devices that I purchase from Solo? Solo is not the manufacturer of your Device. Your Device purchased from Solo is subject to the manufacturer's warranty, which is valid typically for one year from the purchase date of your Device with your original receipt. Some Devices may have a longer warranty period. Please review the manufacturer's warranty provided with your Device or through the manufacturer's website to understand what protection it offers and the duration of the warranty. Under certain provincial laws, implied warranties as to the quality or fitness for a particular purpose may also cover your Device. This would apply if you advised Solo of the particular purpose for which you will require the Device, you were not able to inspect the Device for defects or if the warranty is an industry practice. For Devices covered by the manufacturer's warranty, bring your Device to a designated Bell Mobility store with an assistance centre (visit Please visit for additional information about warranties. If your Device is not covered by a manufacturer's warranty or Solo's Smart/Phone Care Plan, Solo may, but is not required to, arrange with the manufacturer on your behalf to repair an out-of-warranty Device and may charge you Fees plus applicable taxes for such repair Services, which you will be advised of before being charged. Solo disclaims any other representations, warranties, and conditions, express, implied or statutory, except to the extent that this disclaimer is expressly prohibited by any law that applies to Solo.

51. How does Solo limit its liability? To the extent permitted by applicable law, Solo's liability for negligence, breach of contract, tort or other causes of action, including fundamental breach, is limited to payment, upon request, for actual and direct damages of a maximum amount of the greater of $20 or an amount equal to the Charges payable by you during any Service outage. Other than the above-mentioned payment and to the extent permitted by applicable law, Solo is not responsible to anyone for any damages, including direct, indirect, special, consequential, incidental, economic, exemplary or punitive damages. This limitation of liability does not apply to damages resulting from physical injuries, death or physical damage to your property wholly caused by Solo's gross negligence.

52. Are there any circumstances when Solo has no liability at all? In addition to the circumstances specifically described elsewhere in this Agreement where Solo has already stated it is not responsible for any claims, losses or damages, including Section 51, Solo will not be responsible for any claims related to the distribution of content by you or third parties. More generally, Solo will not be responsible for failing to meet obligations due to causes beyond its reasonable control, including work stoppage, labour disputes and strikes, pandemics, war, terrorism, civil insurrection, government decree, failure of the public power grid, unlawful acts, your failure to act in accordance with this Agreement, or the act or omission of a telecommunications carrier whose network is used in establishing connection to a point which Solo doesn't directly serve, acts of nature and all other force majeure events.

Changes to Your Agreement

53. Can Solo make changes to this Agreement or the Solo Services? Yes. By giving you at least 30 calendar days' prior notice in writing, Solo may change: (a) your Prepaid Services and associated Charges; (b) Solo Services which are provided to you on a Month-to-Month Term (including Add-ons and Pay-Per-Use Services) and associated Charges; and (c) Fees. Such changes may include the modification or termination of a Service. Solo may only change other Solo Services and their associated Charges in accordance with applicable law. Solo may give you notice of a change by posting it on, by including it on your bill, by sending it to you by email or text message, or by any other reasonable method. Subject to Solo's right to make these changes, no other statements (written or verbal) will change this Agreement.

54. Can I make changes to these Terms of Service? You may not make any changes to these Terms of Service. However, depending on the Solo Service you subscribe to and your Rate Plan details, you may be able to add or remove certain Services, subject to Section 16. You will need to check your Service details to see if additional Fees or Charges may apply.

Ending Your Agreement

55. How do I cancel my Services? We'll be sorry to see you go, but if you need to, you may contact Solo to cancel some or all of your Solo Services. Cancellation is effective the date Solo receives your cancellation notice (or the date you request the cancellation to take effect) ("Cancellation Date") and you will be charged and must pay the applicable Charges, Fees and taxes up until the Cancellation Date. If you have a credit owed to you for under $10 after your Postpaid account is closed, you must contact Solo to request that a cheque be mailed to you. Credits owed to you on your Postpaid account over $10 will be sent to your preferred mailing address automatically. SIM Cards will be deactivated and may not be reactivated. If you have a Postpaid account, you must contact your financial institution to cancel any pre-authorized debit and credit card authorizations relating to your account. If you have a Prepaid account and use an automatic Top Up program to add funds to your account, please contact us to cancel the automatic Top Up.

56. Will I be charged a Cancellation Fee if I cancel my Services? That depends. If you cancel a Solo Service that is subject to a Commitment Period prior to the end date, you must pay Solo a Cancellation Fee. The Cancellation Fee will be equal to your remaining Device balance at the time of cancellation, as determined in accordance with the "Cancellation Fee" section shown on your Critical Information Summary ("Cancellation Fee"), plus any applicable taxes. If you have no remaining Device balance outstanding and you are on a Month-to-Month Term (or you have a Prepaid account), you will not be charged a Cancellation Fee. The Cancellation Fee is not a penalty.

57. Can Solo disconnect my Services for non-payment? Solo may disconnect any Solo Service or terminate this Agreement if:

(a) you fail to pay an account that is past due, provided the amount owing exceeds $50 or has been past due for more than two months; (b) you fail to provide or maintain a reasonable security deposit or alternative as requested by Solo; or (c) you have previously agreed to a deferred payment plan with Solo and you fail to comply with its terms. If Solo is about to disconnect your Service, you will be provided with a minimum of 14 calendar days notice prior to disconnection, and that notice will let you know (i) the reason for the disconnection and amount owing; (ii) the scheduled disconnection date; (iii) information on the availability of deferred payment plans; (iv) the amount of the reconnection charge (if applicable); and (v) contact information for a Solo representative who can speak with you about the disconnection. Solo will attempt to notify you at least 24 hours in advance of your scheduled disconnection unless repeated attempts to contact you have failed. Disconnection will always occur on weekdays between 8 a.m. and 9 p.m. or on weekends between 9 a.m. and 5 p.m. (unless the weekday or weekend day precedes a statutory holiday, in which case disconnection may not occur after noon) in your province or territory of residence. See Section 44 if you dispute any Fees that are past due.

58. Are there other circumstances when Solo may suspend or disconnect my Services? Yes. Solo can, without notice and for cause, suspend, cancel or refuse to provide Solo Services to you (including blocking numbers or area codes), or disable your Device. Cause includes: (a) Solo would have to incur unanticipated, unaccounted for, unusual or unreasonable expenses to provide any Solo Service (such as certain conference services or adult services or to high-cost areas); (b) Solo has a reasonable suspicion that fraudulent activity has occurred or is likely to occur; (c) If your Prepaid account remains at $0 for 120 calendar days (or other applicable period) (note: you will also lose your mobile number and other identifiers); (d) you fail to comply with any part of the Agreement, including the Responsible Use Policy; or (e) your use of Solo Services is not consistent with your ordinary usage patterns.

59. Will I be charged a Cancellation Fee if Solo disconnects my Services? If Solo cancels your Solo Services for cause, a Cancellation Fee plus applicable taxes will be charged to your account.

60. Do I still have to pay Solo if my Services are suspended? Unless you are told otherwise (for example, in circumstances set out in Section 36), you are responsible to pay for your Solo Services even while they are suspended. If your Solo Services are suspended and the reason for suspension has not been resolved within 14 calendar days from the suspension date, Solo may cancel your Solo Services. If you wish to resume your subscription to any Solo Service, you must pay the applicable (re)connection Fee as set by Solo, plus applicable taxes. Solo is not responsible for notifying any third-party providers of services, merchandise or information of the termination of the Solo Services or this Agreement.

61. Does any part of this Agreement continue after termination of my Services? Yes. The following sections will continue to survive: Sections 3-6 (Your Information and Communication Preferences), Sections 39-48 (Billing and Payment), Sections 49-52 (Warranties and Limitation of Liability), this Section 61 and the Our Agreement Page will remain in effect even after the applicable Solo Service or Agreement has been cancelled.


62. What if parts of this Agreement become unenforceable? If any part of this Agreement becomes unenforceable, the remaining parts will continue to apply to you and Solo. Remember that even if Solo decides not to enforce any part of this Agreement for any period of time, that part still remains valid and Solo can enforce it in the future.

63. What laws apply to this Agreement? Solo is federally regulated. This Agreement is governed by the federal laws and regulations of Canada, including the Canadian Radio-television and Telecommunications Commission's Wireless Code of Conduct which sets out the basic rights of all wireless customers and can be found at, along with additional helpful information.

64. What if I have a complaint that Solo hasn't been able to resolve? If you have a complaint that Solo's Customer service department (contact information listed below) has been unable to resolve to your satisfaction, you can contact the Commissioner for Complaints for Telecommunications Services (CCTS): P.O. Box 81088 Ottawa, Ontario, K1P 1B1. Toll-free: 1 888 221-1687. TTY: 1 877 782-2384. Fax: 1 877 782-2924. Email: CCTS website information is at:

65. Can this Agreement be transferred? Solo may transfer or assign all or part of this Agreement (including any rights in accounts receivable) at any time without prior notice or your consent. You may not transfer or assign this Agreement, your account or the Solo Service without Solo's prior written consent.

66. Is this Agreement available in alternative formats? Yes. You can request alternative formats through Solo Mobile and Bell Mobility's Accessibility Services Centre at, via email at, through a dedicated TTY number available Monday to Friday in your province/territory of residence between 8:30 a.m. and 5 p.m. at 310-BELL or 1 800 668-6878 and ask for the Accessibility Services Centre. To contact the Accessibility Services Centre using a TTY in Ontario at 1 800 268-9242 or in Quebec: 1 800 361-6476.

67. What if I prefer this Agreement to be in French? You are receiving this Agreement in English because you requested a copy in English. Vous avez demandé que cette entente ainsi que tous les documents en faisant partie soient rédigés dans la langue anglaise mais si vous souhaitez que votre entente soit en français, veuillez communiquer avec nous, aux coordonnées indiquées à la fin de ce document.

Contact Information

We're here to help. If you have any questions about your Solo Mobile Service or your Agreement, we'd be happy to help. Contact us anytime online at, or call 1 877 999-SOLO Monday to Friday from 8 a.m. to 9 p.m. in your province/ territory of residence and weekends 9 a.m. to 6 p.m. Our mailing address is: 5099 Creekbank Rd., Mississauga, ON L4W 5N2 and 200 Boul. Bouchard, Dorval, QC H9S 5X5.


The following terms only apply to you if you have signed up for a Smart/Phone Care plan ("SPC" or "SPC Plan") including, SPC Extended Plan, SPC Premium Plan, SPC Mobile Expert & Support Apps Plan or an available combination of plans (such as SPC Total Protect Plan) and are an active Bell Customer at the time you file a service request. For more information on Bell's SPC Plan, visit

1. How do I subscribe to an SPC Plan? That depends on which SPC Plan you wish to subscribe to. You can subscribe to any of the SPC Extended Plan, SPC Premium Plan or SPC Total Protect Plan for protection of your eligible turbo stick, wireless phone, smartphone, premium smartphone , tablet or premium tablet (each a "Device" for the purposes of this Schedule A) at time of activation or upgrade, or you may sign up at a Solo store within 30 calendar days of your start date. A visual inspection of the Device is required because previously damaged Devices are not eligible for the SPC Plan. Once you have signed up, a phone call from or to the Device must be made (or for turbo sticks, tablets and premium tablets, a minimum of 1 kilobyte of data must be transmitted) for SPC coverage to begin ("Protected Device"). You may sign up for the SPC Mobile Expert & Support Apps Plan at any time during your Month-to-Month Term or Commitment Period with Solo ("Protected Software"). Note that SIM Cards do not form a part of the Protected Device and SPC coverage will not apply to a device in which a SIM Card is inserted even if that SIM Card was originally associated with a Protected Device.

2. How do the SPC Extended Plan, SPC Premium Plan and SPC Total Protect Plan offer protection? If you have subscribed to the SPC Extended Plan, SPC Premium Plan or SPC Total Protect Plan and your Protected Device is lost, stolen or suffers an operational or structural failure due to defects in parts or workmanship which does not fall under one of the Device Coverage Hardware Exclusions set out in the Protection Details and Fees table below after the first 12 months of the manufacturer's limited warranty ("Failure"), then Bell will replace it with a Device of comparable kind and quality ("Replacement Device") so long as you: (a) file a service request within 30 calendar days of the Failure; (b) provide proof of purchase of the Protected Device; (c) provide identification as requested; (d) provide an affidavit, as requested; and (e) pay the required applicable Fees as set out in the Protection Details and Fees table below. The Premium Plan includes additional coverage as set out in the Protection Details and Fees table below. Solo makes no promise, representation or warranty that any Replacement Device will be new, identical or offer the same functionalities as the Protected Device being replaced. However, if the Replacement Device you are given (which may be new or refurbished) is a different model than the Protected Device that has suffered a Failure, then Bell will also replace the battery and/or charger used with your Protected Device. Replacement Devices will not exceed $950 retail price per replacement even if the retail price of the Protected Device is higher.

3. What happens if my Protected Device suffers a failure during the original 12 month manufacturer's warranty period? If (a) the failure happens within the first 12 months of you activating the Protected Device on the Solo network; and (b) the failure is due to defects in parts or workmanship, then the manufacturer's warranty will apply and Solo will not replace the Protected Device under your SPC Plan. Instead, you must return the Protected Device to be serviced by the manufacturer under the terms of the manufacturer's warranty. See Section 50 of the Terms of Service for additional information.

4. When will I receive my Replacement Device if my service request is approved? If your service request is approved, the Replacement Device will be shipped to you by mail within 2 to 10 business days, or you may be required to pick up the Replacement Device at a retail location in your area. You must accept delivery of the Replacement Device within 30 calendar days of Solo having shipped it to you or else Solo will close your service request.

5. Will I be charged a Fee for my Replacement Device? Yes. You will be charged a non-refundable fee ("Service Replacement Fee") for each approved Replacement Device depending on the type of Protected Device you are replacing. Fees vary depending on whether the Protected Device is a wireless phone, turbo stick, smartphone, premium smartphone, tablet or premium tablet. Service Replacement Fees are lower than the full retail value of the Protected Device. See the TableSmart/Phone Care Fees table below for your applicable Service Replacement Fee.

6. Does my Replacement Device come with a manufacturer's warranty? The Replacement Device immediately becomes the Protected Device, and it is warranted to be free of defects in parts and workmanship for a period of 90 calendar days from, the date it is shipped to you ("Replacement Device Warranty Period"). If, during the Replacement Device Warranty Period, the Replacement Device fails to operate due to defects in parts or workmanship, it will be replaced with a further replacement device of comparable kind and quality and such further replacement will not be subject to a Service Replacement Fee nor will it be counted toward the maximum of 2 Replacement Devices you are entitled to as described in Section 8 below.

7. What happens if I return my Protected Device to Solo and Solo decides the failure is excluded from coverage? If Solo decides the Protected Device did not suffer a Failure or the failure is not covered by your SPC Plan, then we'll let you know in writing. You will also have to pay the Non-Covered Service Fee as set out in the Smart/Phone Care Protection Details and Fees table below. See the Protection Details table for a list of excluded Failures.

8. What happens once I've replaced the Protected Device twice under my SPC Plan? Once you have completed 2 service requests and have received and paid for your second Replacement Device (not including replacements as a result of Failure during the Replacement Device Warranty Period), your SPC Plan will be cancelled. Solo will also discontinue all subsequent monthly charges for the SPC Plan at the time of cancellation. You can sign up for SPC again on your next purchase of a new eligible Device.

9. What do I do with the Protected Device that is being replaced? The Protected Device that is being replaced (other than a Protected Device being replaced due to loss or theft) must be returned to Solo in the return mailer included with your Replacement Device within 5 business days of you receiving the Replacement Device. You can call Solo at: 1 866 213-2143 to request a prepaid return mailer, if misplaced. The Protected Device that is replaced becomes property of Solo and may not be activated on the Solo networks or on any other wireless network. You assign to Solo all rights and benefits of any manufacturer's warranty or other coverage relating to the Protected Device that is replaced. You are also responsible for first backing up any personal information and content contained on the Protected Device which you want to preserve and then deleting such personal information and content (by resetting your Device to factory settings) prior to giving your Device to Solo (visit for instructions).

10. What happens if I don't return to Bell the Protected Device that is being replaced? If you don't return to Solo the Protected Device that is being replaced, you will have to pay the fee ("Non-Return Fee") set out in the Smart/Phone Care Fees table below, which varies depending on the Protected Device.

11. What if I receive a Replacement Device under my SPC Plan due to loss or theft of my Protected Device and I find or recover the Protected Device later? You must return the recovered Protected Device to Solo immediately. The Protected Device that has been replaced becomes the property of Bell and may not be activated on the Bell networks or any other wireless network. Follow the instructions in Section 9 of this Schedule or you can call 1 877 999-SOLO for more information.

12. What protection does the SPC Mobile Expert & Support Apps Plan cover? Subject to the exclusions discussed in the Protection Details table below, if you have subscribed to the SPC Mobile Expert & Support Apps Plan you have access to anti-virus and security software, content backup capability, Device locate/wipe software and premier tech support (provided by Solo's third-party supplier and subject to the applicable end-user license agreement) to assist you with Device malfunctions associated with your software.

13. How does Solo bill me for my chosen SPC Plan? Normally, the monthly Fees for the SPC Plan you selected (plus applicable taxes) will appear on your monthly bill for your Solo Services. Other applicable Fees related to your SPC Plan (for example, Non-Return Fees, Service Replacement Fees, Non-Covered Service Fees (as set out below) plus applicable taxes) might be added to your monthly bill or Solo may decide to collect such Fees from you before providing you with any Replacement Device.

Smart/Phone Care Fees*
Extended Premium Total Protect Mobile Expert & Support Apps
Price and Device Type $4/month -
wireless phones, turbo sticks, certain smartphones and tablets
$7/month -
wireless phones, turbo sticks, certain smartphones and tablets
$10/month -
premium smartphones, premium tablets
$10/month -
wireless phones, turbo sticks, certain smartphones and tablets
$13/month -
premium smartphones, premium tablets
$7/month -
wireless phones, certain smartphones and tablets
Service Replacement Fee $50 to $299 - Fee varies depending on Device model chosen N/A
Non-Covered Service Fee Applies if Failure determined to be excluded from coverage.
$100 - wireless phone or turbo stick
$300 - smartphone or tablet
$400 - premium smartphone or premium tablet
Non-Return Fee Applies if damaged device not returned by customer.
$100 - wireless phone or turbo stick
$300 - smartphone or tablet
$400 - premium smartphone or premium tablet
Smart/Phone Care Protection Details*
Extended Premium Total Protect Mobile Expert & Support Apps
Price and Device Type $4/month
- wireless phones, turbo sticks, certain smartphones and tablets
- wireless phones, turbo sticks, certain smartphones and tablets
- premium smartphones, premium tablets
- wireless phones, turbo sticks, certain smartphones and tablets
- premium smartphones, premium tablets
- wireless phones, certain smartphones and tablets
Device Hardware Coverage Inclusions Defects in parts and workmanship beyond original manufacturer's warranty (a) Defects in parts and workmanship beyond original manufacturer's warranty; (b) accidental damage (including liquid); (c) power surge; (d) loss or theft; (e) normal wear and tear Device hardware not covered
Device Hardware Coverage Exclusions (a) Incidental or consequential damages; (b) any failures caused by any act of God or any other cause beyond the control of Bell, the manufacturer of the Protected Device or any other person or entity, including but not limited to, war, acts of public enemy or terrorist, labour difficulties and/or acts of government; (c) abuse, misuse or intentional acts; (d) pre-existing Failures prior to subscribing to SPC; (e) Failures that occur within the first twelve (12) months of the date the Protected Device is activated on the Bell network and which are due to defects in parts or workmanship; (f) changes or enhancements in colour, texture, finish, expansion, contraction, or any cosmetic damage to Protected Device (whatever the cause), including but not limited to, scratches that do not affect the mechanical or electrical function of the Protected Device; (g) Failure of the Protected Device caused by computer viruses or similar unauthorized codes or programming; (h) contraband or any property transported or traded illegally; (i) any property sent to you from anyone other than Bell; (j) routine maintenance and consumable items (for example, batteries); (k) battery chargers (except that one standard charger will be provided with Replacement Device if the Replacement Device is a different model than the Protected Device or if the charger has also failed); (l) antennas; (m) SIM Card; and (n) any accessories Device hardware not covered
Device Software Coverage Inclusions Device software not covered (a) Anti-virus/security; (b) content backup; (c) Device locate/wipe; (d) premier tech support
Device Software Coverage Exclusions Device software not covered (a) Assistance with network coverage issues, such as dropped calls/data interruptions; (b) over-the-air updates to operating systems, firmware, or other software; (c) diagnostic support not related to the Protected Device; (d) modification of Original Equipment Manufacturer ("OEM") software; (e) installation of third-party software or OEM drivers not supported by the Protected Device; (f) computer setup, support or repair; (g) home or wireless router/modem or network setup, support or repair; (h) peripheral setup, support or repair; (i) installation of non-sanctioned applications; (j) data migration from phone to phone or computer to computer; and (k) additional equipment or software required to receive the full benefit of Premier Support Services
Replacement Device Max Maximum of 2 Replacement Devices with a maximum value of $950 per Replacement Device N/A
Replacement Device Warranty 90 days from date Bell ships Replacement Device to you N/A
Replacement Device Coverage Yes - SPC automatically continues and applies to your Replacement Device N/A

*Applicable taxes extra. A complete list of the Devices which are considered to be wireless phones, turbo sticks, smartphones, premium smartphones, tablets or premium tablets is available at: or in Bell stores.


Are there any rules regarding my use of Bell Services, the Bell networks or my Device? Yes. Bell encourages all of its Customers to use the Bell Services responsibly. Abuse or misuse of Bell Services the Bell networks, or Devices impacts all Customers and is something Bell takes very seriously - and which could result in the termination of your Agreement with Bell, or lead to criminal or civil charges. Bell may immediately suspend, restrict, change or cancel all or part of your Services and modify or deactivate your Device without notice or take other necessary protective measures if Bell has reasonable grounds to believe there is a breach of any of these provisions. For example, you are prohibited from:

(a) using, enabling, facilitating, or permitting the use of any Bell Service or your Device for an illegal purpose, criminal or civil offence, intellectual property infringement, harassment (including cyber-bulling, cyber-crime, disruptive, intimidating, annoying or offensive calls/transmissions), or in a manner that would breach any law, regulation or the policies of any Internet host;

(b) installing, using or permitting the use of any Bell Services without reading and accepting (or in contravention of) the terms of any separate license agreement or terms of use for the use of software, content (including Programming) and/or documentation (as applicable) in connection with the Bell Services;

(c) enabling, facilitating or permitting the transmission of unsolicited messages such as spamming or phishing. Bell may (i) filter any message determined by Bell to be spam from your in-box to an anti-spam folder and delete this message; and (ii) set a limit on the number of messages a Customer may send or receive through e-mail;

(d) uploading or downloading, making available, transmitting, posting, publishing, disseminating, receiving, retrieving, storing, linking to or otherwise reproducing, offering, distributing, enabling or providing access to information, software, content, files or other material which: (i) is confidential or protected by copyright or other intellectual property rights without prior authorization of the rights holder(s); (ii) is defamatory, discriminatory, violent, obscene, child pornography or hate propaganda; (iii) constitutes invasion of privacy, impersonation, forging, appropriation of identity or unauthorized linking or framing; or (iv) is designed to assist users in defeating technological protection measures (like geoblocks), registration and any other anti-theft mechanisms or in the fraudulent use of telecommunications or broadcasting services;

(e) using any Bell Service for the purpose of reselling, remarketing, transferring, sharing or receiving any charge or other benefit for the use of any Bell Service, or for continuous data transmission or broadcasts (including multi-media streaming, automatic data feeds, automated machine to machine connections or peer-to-peer file sharing, voice over Internet protocol or any other application that is not made available to you by Bell which uses excessive network capacity), or to provide a substitute or back-up for private lines or dedicated data connections such as DSL and/or to operate any server system. If you engage in any of these activities you will pay in full all charges billed to you at a rate which will be the greater of the in-market rate or $30 per megabyte plus applicable taxes, regardless of the total amount due;

(f) attempting to receive any Bell Service without paying the applicable Fees, modifying or disassembling your Device (including the alteration, copying, reproduction of or tampering with electronic serial numbers, IMEI or other identification, signaling or transmission functions or components of your Device), changing any identifier issued by Bell or a Bell company, attempting to bypass Bell's network, or re-arranging, disconnecting, removing, repairing or otherwise interfering with Bell Services, Bell Equipment or Bell's facilities;

(g) excessive use of Bell Services. Bell considers that data usage in excess of 25 GB per billing cycle is disproportionate and excessive for network management purposes. Customers whose wireless usage exceeds this threshold may, in Bell's sole discretion, have their Services suspended, disconnected, changed or restricted, including having data speeds reduced to as low as 16 kbps;

(h) adapting, reproducing, translating, modifying, decompiling, disassembling, reverse engineering or otherwise interfering with any software, applications or programs used in connection with Bell Services (whether owned by or used under licence to Bell) for any purpose including "testing" or research purposes; or modifying, altering, or defacing any of the trade-marks, or other intellectual property made available through Bell Services or using any indemnity or intellectual property except for the express purpose for which such intellectual property is made available to you through Bell Services;

(i) posting or transmitting any content, data or software containing a virus, "cancelbot", "Trojan horse", "worm" or other harmful or disruptive component or committing any act which may compromise the security of your Internet host in any way (including analyzing or penetrating a host's security mechanisms); and

(j) using harassing or abusive language or actions, whether verbal, written or otherwise, directed at Bell employees, suppliers, agents and representatives.


The Bell companies have long been committed to maintaining the accuracy, confidentiality, security and privacy of your information, earning a reputation as a leader in the protection of Customer privacy. To continue to earn your trust, we want to keep you up-to-date on your rights as our Customer and on how the Bell companies use and safeguard your personal information.

1. What is Bell's Privacy Policy and where can I find it? You can get a copy of Bell's Privacy Policy online at: or by contacting the Bell Privacy Ombudsman's office at the address provided below.

2. Who and what does the Bell Privacy Policy apply to? The Bell Privacy Policy applies to the Bell companies offering wireless, Internet, satellite and IP television, TV, local and long distance wireline services as well as radio, television and digital media services and our various retail locations. The Bell companies include Bell Canada, Bell Mobility Inc., the Ontario and Quebec operations of Bell Aliant Regional Communications L.P. , Bell ExpressVu L.P., Virgin Mobile, Solo Mobile, The Source (Bell) Electronics Inc. and Bell Media Inc.

Any time you do business with any of these companies, or with anyone acting as our agent, you are protected by the rights and safeguards contained in the Bell Privacy Policy.

The Bell Privacy Policy applies to your Personal Information. Personal information can include:

  • Your name, address and phone number(s)
  • Other information about the Bell product(s) that you subscribe to, such as calling features or Bell TV programming.
  • Your service usage such as wireless call records, long distance usage or Internet surfing habits.
  • Account information such as the status of your account or your method of payment.

3. How and why does Bell collect personal information? We collect information during the application process, when communicating or transacting business with you, when you browse the Internet using your Device, laptop, computer or TV, and when providing you with service. Occasionally we collect information about you from third parties, such as credit reporting agencies for credit checks.

We collect information to:

  • Establish and maintain a responsible commercial relationship with you. For example, we may collect information to confirm your identity or to establish creditworthiness.
  • Understand your needs and preferences to recommend relevant offers, products, services and bundled discounts on behalf of Bell and its affiliates and third-party marketing partners.
  • Understand who the people are that use our products and services, how they use them, and how we can improve them.
  • Manage and develop Bell's business and operations. For example, we monitor usage volumes in order to plan and provision our communications networks. We also track product sales to determine the success of features, promotions and pricing.
  • Meet legal and regulatory requirements. For example, we may be required to collect information by a court order or to demonstrate compliance with a CRTC requirement.

Your personal information will not be used for any other purpose without your consent.

4. Questions or concerns about your privacy? We'd be happy to discuss any questions or concerns you may have about your privacy. To reach us, please visit

If you still have unresolved privacy concerns, you can write to the Bell Privacy Ombudsman at:

The Office of the Bell Privacy Ombudsman
160 Elgin St.
Ottawa ON K2P 2C4
Or by email at