In order for the agent to serve our customers faster, better and more efficiently, AIC Wireless has completed a list of our most commonly asked questions and their answers.
Q: Are you Bell Mobility or related to Bell Mobility?
A: We are a Corporate Business Solutions Dealer for Bell Mobility, authorized to offer corporate rate plans to your organization.
Q: Can I get the advertised rate plan if I call Bell Mobility directly or go to a Bell store?
A: No, this plan is available exclusively through AIC Wireless Inc.
Q: What are the phones that you offer? Where can I find pricing information for your phones?
Q: What is your exchange policy?
A: Our Company Exchange Policy is the same as our Cancellation Policy, for VOICE phones activated within the first 30 days and SMARTPHONES activated within the first 15 days, including all of the same applicable terms and conditions. Customers will be subject to the following charges: Hardware Programming Fee - $35.00, Shipping & Handling Fee - $19.99, and the difference in pricing between the exchanged phones.
Q: What are the monthly System Access and 911 Fees?
A: The regular consumer rate is $8.95/month SAF & $0.75/month 911 fee. For your discounted rate, please view your plan details or ask your AIC Wireless Sales Agent.
Q: Why do you charge shipping and account start-up fees?
A: We charge a shipping fee to send the phone to you, as we do not have a retail store for you to pick it up. The account start-up fee is in place to ensure the high quality of your purchase, by having a rigorous pre-delivery inspection of your handset.
Q: What text messaging plans do you offer?
A: The basic text messaging plan is $5.00/month, which includes 250 outgoing text messages and unlimited incoming; $10.00/month includes 2500 outgoing text messages and unlimited incoming; and $15.00/month includes both unlimited incoming and outgoing. *(Discounts are dependent on the customer's rate plan.)
Q: Can my friend sign up for this offer?
A: You may extend this offer to your friends and family, however the account must be setup by the employee and the liability of the account remains in the employee's name.
Q: How long will it take for you to send me the phone?
A: Once you confirm your order, you should receive your phone within 3 to 5 business days.
Q: How can I track my order?
Q: Will the rate plan go up in price during my contract?
A: As long as your employer maintains their corporate relationship and contract with Bell Mobility, the pricing will remain the same for the duration of your contract.
Q: Why do I have to sign a 3 year agreement?
A: You do not necessarily need to sign a 3 year agreement. You may instead choose a 1 year contract, a 2 year contract, or no contract at all; however the phone pricing you've seen on the promotional offer is based on a 3 year contract.
Q: May I port my current number from my existing carrier?
A: With number portability, the customer may take their non-inter brand (such as Rogers, Fido, TELUS, SOLO and Virgin) number & port it to their new Bell account. This option is available from a landline to a cellular phone, from a cellular phone to another cellular phone, or from a business line to a cellular phone. A number port from a pager to a cellular phone CANNOT be done. A pay-as-you-go number may also be ported, unless it's with Bell's pay-as-you-go service.
For further details you may contact your AIC Wireless Sales Agent, or visit http://www.bell.ca/support/PrsCSrvWlsPrt_PrdPortability_Check.page.
Q: How can I access my voicemail?
A: Voicemail can be accessed by pressing and holding the #1 key on your cell phone, or by calling your mobile phone number from another phone.
Q: What is my voicemail password?
A: Your voicemail password will be supplied to you via email once your phone is activated. If you cannot find your password or have lost it, please contact Bell Mobility's Customer Service Team at 1-800-667-0123 or *611 from you Bell Mobility cellular phone.
Q: What is 'Message Centre'?
A: Message centre is the equivalent to voice mail, giving you the ability to save 25 messages up to five-minutes in length, while Message Centre Express gives you the ability to save only 5 one-minute messages.
Q: What is the procedure for exchanging / returning my phone?
A: Cancellation Policy: If a client is not completely satisfied with the purchase of their cellular phone, they may return it to the originating store for a full hardware refund, subject to the following conditions :
- The customer must return the VOICE phone within 30 days and with less than 30 minutes of accumulated usage from original activation, or within 15 days and with less than 15 minutes of usage for a SMARTPHONE.
- Only the registered account-holder may request the cancellation for the account.
- The customer must pay a $99 restocking fee to AIC Wireless Inc.
- Phone must be returned to the same location where it was originally purchased.
- Phone must be "like new", in excellent condition, with no physical and/or mechanical damages. Note, this includes the packaging for the box.
- All original components, accessories, manuals, and packaging must be included. For an HSPA device this excludes the SIM card.
- NOTE: Customers will be responsible for any airtime used and will be billed by Bell Mobility, if the cancellation request is within 30 days of activation. If cancellation is made past 30 days of activation, the customer must call Bell Mobility directly at 1-800-667-0123 and will be subject to an early termination charge, up to a maximum of $400.
Exchange Policy
Our Company Exchange Policy is the same as our Cancellation Policy, for VOICE phones activated within the first 30 days and for SMARTPHONES activated within the first 15 days, including all of the same applicable terms and conditions. Customers will be subject to the following charges: Hardware Programming Fee - $35.00, Shipping & Handling Fee - $19.99, and the difference in pricing between the exchanged phones.
For further details on our exchange policy and procedure, please visit http://www.aicwireless.com/customerzone.php?page=support&cat=Return%20%26%20Exchange2.
Q: Who do I make my monthly payment to?
A: Your monthly payment will be made to Bell Mobility.
Q: My case / car charger is defective; what is the procedure?
A: All AIC Wireless branded products have a lifetime warranty, including car chargers and phone pouches. Customers must fill out the RMA Form when returning a phone or accessory item. To access the RMA Form, please visit www.aicwireless.com/rmaform. You must then enter their AIC Wireless account number and your postal code, and the system will generate a pre-populated form, which you must complete. The Operations Department will not accept any phones or packages prior to receiving a properly completed RMA Form. As per the Bell Policy, our Operations Department MUST receive the damaged VOICE phone within 30 days of activation, and the damaged SMARTPHONE within 15 days of activation. All original components, accessories, manuals and packaging must be returned. Note, this includes the packaging for the box.
Please send your defective item to:
50 Acadia Ave. Suite 100 | Markham, ON | L3R 0B3
Note: The customer will have to incur all shipping and handling charges when mailing the item.
Q: Why does a Smartphone require a data plan?
A: A data plan is required for smart phones in order to receive the full functionality of the device.
Q: What is the difference between the data plans you offer?
A: Please refer to the chart below, which provides sample estimates on data for your reference. Please note that these figures are specific to the activity listed below. For example, if you spend a lot of time streaming video, you will use all 500 MB within approximately 4 hours of use
(1 GB = 1,024 MB, 1 MB = 1,024 KB).
| Activity |
Average data per activity |
Sample Description |
500MB Plan |
1GB Plan |
3GB Plan |
5GB Plan |
| Email |
4 KB |
Text only, no attachments |
125,000 emails |
250,000 emails |
750,000 emails |
1,250,000 emails |
| Email with small attachment |
40 KB |
Smaller Word® documents, Excel® spreadsheets, PowerPoint® presentations. |
125,00 emails |
250,00 emails |
750,00 emails |
1,250,00 emails |
| Email with large attachment |
500 KB |
Larger Word® documents, Excel® spreadsheets, PowerPoint® presentations. |
1,000 emails |
2,000 emails |
6,000 emails |
10,000 emails |
| Email with graphic attachment |
1 MB |
Average picture quality |
500 emails |
1,000 emails |
3,000 emails |
5,000 emails |
| Web pages (average) |
100 KB |
Facebook™, eBay™ |
5000 webpages |
10,000 webpages |
30,00 web pages |
50,000 web pages |
| MP3 download |
4 MB |
3 minute song |
125 MP3S |
250 MP3S |
750 MP3S |
1250 MP3S |
| Online gaming |
270 KB / min |
"Flash" Internet games |
30 hours |
61 hours |
185 hours |
305 hours |
| Digital photos |
1 MB |
Average photo quality |
500 photos |
1,000 photos |
3,000 photos |
5,000 photos |
| Streaming audio |
1 MB / min |
Internet radio |
8 hours |
16 hours |
50 hours |
80 hours |
| Streaming video |
2 MB / min |
YouTube™ |
4 hours |
8 hours |
25 hours |
40 hours |
Q: What is the procedure for attaining a refund from AIC Wireless for an incorrect payment?
A: If you made an incorrect Bell Mobility monthly invoice payment to us via online banking and need a refund, contact your bank and have them send a "refund request" to AIC Wireless Inc., and you will be refunded within 7 business days.
Q: Why do I have to pay a security deposit for a loaner phone?
A: A security deposit must be paid for a loaner phone to ensure we receive the phone in the same condition as we sent it to you. If the phone is returned to us in a damaged condition, the security deposit will go towards the repair of the loaner phone.
Q: Why is there a Spending cap on my account? How can I get a cell phone if I have bad credit?
A: A Spending Cap is an account limit of $200 that is placed on a client's account at the time of activation based on their individual credit results. They will be notified of their account balance including billed and unbilled charges in order to maintain a balance of less than $200. The Spending Cap allows you to enjoy all of the benefits of a regular account while helping to maintain an account balance of less than $200. After 6 months of consecutive on time full bill payments, the Spending Cap is automatically removed from your account.
Q: What can I do if I need service (repairs) for my phone within the first year of warranty?
A: If the device is past the DOA period (30 days after activation) but still within the one year warranty period, the customer can take their phone with the original invoice to any local Product Assistance Centre (PAC) for repair arrangements. The customer may find the PAC closest to them by visiting www.bell.ca. If the customer has purchased an extended warranty with AIC Wireless, and they have passed the one-year activation date, they may complete the necessary RMA Form, and send the device to us for repairing. No accessories and components (such as the battery and SIM Card) should be sent together with the device to be repaired. AIC will not assume any responsibility for lost or damaged components and accessories sent back with the device. Warranty repairs may be subject to additional charges for items or damages not covered under the warranty terms. Repairs will take an average of six to eight weeks to be completed.
Q: Why is my first bill not the amount I had expected?
A: Based on the activation date of your device, Bell may charge more than one month of service on the first bill. Please contact Bell Mobility's Customer Service Team at 1-800-667-0123 for a more detailed description of your billing cycle.
Q: I received one package for multiple phones. Why am I being charged for shipping on each device?
A: You are charged for shipping on each device because they are individually weighed and insured.
Q: I already have a Bell Mobility cellular phone; do I qualify for this offer?
A: Yes, you may check if your account is eligible for a hardware upgrade at http://www.aicwireless.com/hug.php or by asking your AIC Wireless Sales Agent, and change your rate plan to that which we are offering. A rate plan migration fee of $35 will be charged.
Q: What is per-second billing?
A: When using your local anytime minutes, you will be billed for usage. With the per-second billing feature, you will be billed by the second versus rounding up to the minute, applicable after the first minute. This will save you approximately 40% talk-time.
Q: Can I activate the plan as a family share plan?
A: No, since this is a corporate plan you cannot share the minutes / features.
Q: How many people can I extend this offer to?
A: Please ask your AIC Wireless Sales Agent for individual eligibilities.
Q: Why do I need to provide my employee ID number?
A: Bell requires employee ID numbers when filling out an application in order to ensure these offers remain exclusive to corporate employees.
Q: I received my phone, but the mobile number is not what I had requested.
A: When you place your order you can make three requests for the last four digits of the phone number assigned to you. While we do our best to provide you with your requested phone number, it may not be available; hence we must choose the next closest number. Alternatively, you can request to have your number changed by calling Bell Mobility's Customer Service Team at 1-800-667-0123. A fee of $25 will apply for this service.
Q: What is the difference between the mobile browser feature and a data plan?
A: The mobile browser is a feature for cell phones that allows the phone to access the internet through the mobile phone's built-in web browser. A data plan is for Smartphones and allows the device to access internet and receive email.
