Have questions about your existing account or an inquiry about our service? We are ready to assist you.
As of December 1, 2024, your Cityfone services will no longer be available. Customers can now transition to an affordable 5G plan with the Rogers Preferred Program, on Canada’s largest and most reliable 5G network. If no action is taken by December 1, 2024, your phone number and line will no longer be active.
How can I get support for my existing account?We are here to help. Please contact us at 1-888-632-1534 for any price plan changes, add on services, or any general inquiries related to your existing services.
How can I perform upgrades or add a line?Welcome to the exciting transition from Cityfone to Rogers! We have now partnered with Rogers Communications to develop an exclusive program for Cityfone members.
We are pleased to inform you that if you have a Cityfone phone, it will continue to work seamlessly. However, with the new partnership with Rogers we have some great news for you. We now offer U.S. roaming, allowing you to stay connected even when you're across the border. In addition, you will now have access to all phone models available at Rogers and new smartphone plans with more data.
Why Choose Rogers with Confidence:
100% Canadian Customer Service
• Get support when you need it, 24/7 service based entirely here at home.
Connect in More Places
• A fast and reliable 5G network that covers over 30M+ Canadians from coast to coast.
Identify Unwanted Callers
• With features like Spam Call Detect, you’ll be notified when you’re receiving a spam call.
30-Day Satisfaction Guarantee
• Enjoy your new service or get a refund on your setup and monthly fees if you cancel within the first 30 days.
At Rogers, we strive to provide you with the best possible experience. With our partnership with Cityfone and an improved range of services, we are here to meet your wireless needs with confidence and excellence.
Choose Rogers powered by Red Wireless today and enjoy a seamless transition, enhanced coverage, and exceptional customer service.
For more information, visit www.redwireless.ca or call 1-888-271-7206.
How am I billed?What is my activation date?
The day that your services is connected to the Network. This is typically not the first day of the bill cycle.
What is my bill cycle?
The bill cycle runs for one month until the bill date. If your bill cycle is on the 9th of each month, the first day of the bill cycle is the 9th and runs until the end of the 8th of the coming month. The payment due date for this cycle would be the 27th.
How am I billed?
Monthly service fees are billed in advance for the coming month. Your usage charges are billed in arrears on the following bill. Your monthly bill can be conveniently charged to your credit card on the payment due date of each month. You will also receive a statement detailing your monthly wireless charges, including any overage charges.
Why is my first bill higher than expected?
As we bill in advance, there may be partial charges on your first bill. This takes into account the dates between your activation date and your bill cycle date. You will end up seeing charges for two different date ranges; one for advanced billing and one for prorated charges. Future invoices will only include one month's worth of charges.
How are prorated charges calculated?
This charge is equal to the monthly plan amount prorated by the number of days from activation until the next bill cycle.
Setting up and checking voicemail (if applicable)
Call customer care and we will check whether your number is eligible for transferring, free of charge. If it is, we will start the process of transferring. You can select the plan and phone combination that’s right for you.
Monthly service fees are billed in advance for the coming month. Your usage charges are billed in arrears on the following bill. You will also receive a statement detailing your monthly wireless charges, including any overage charges.
As we bill in advance, there may be partial charges on your first bill. This takes into account the dates between your activation date and your bill cycle date. You will end up seeing charges for two different date ranges; one for advanced billing and one for prorated charges. Future invoices will only include one month's worth of charges.
The bill cycle runs for one month until the bill date. If your bill cycle is on the 9th of each month, the first day of the bill cycle is the 9th and runs until the end of the 8th of the coming month. The payment due date for this cycle would be the 27th.
Call customer care and we will check whether your number is eligible for transferring, free of charge, using the Local Number Portability. The Local Number Portability enables Canada’s wireless phone subscribers to keep their phone number when changing service providers. This is similar to the system which is currently in place for home and business numbers. If it is, we will start the process of transferring. You can select the plan and phone combination that’s right for you.
Yes, it is possible to transfer a phone number from a prepaid wireless service. But before considering a switch, you should ensure that your phone number is still active with your prepaid service provider. Please also note that any unused prepaid minutes cannot be switched over.
Yes, it is possible to keep the same phone number when transferring your landline phone service to wireless service.
It’s possible if you currently have a GSM network phone that works in Canada. Your cell phone must be unlocked or compatible with our network. We recommend upgrading your phone at the time of switching to ensure the best possible wireless experience.
Contact our customer and we will check whether your number is eligible for porting, free of charge. If it is, we will start the process of porting. You can select the plan and phone combination that’s right for you.
We will notify your previous service provider if you wish to move your number from their service. Please note that you are still responsible for any cancellation fees and residual charges that may be owing under your previous service provider’s agreement.
No, not every number is portable. Some areas of rural Canada are not eligible for Local Number Portability. Call us to find out if and when your phone number is eligible.
We do not charge any fees for porting your wireless telephone number. However, cancellation charges may apply from your current provider. You should check with them. We are not responsible for any contractual obligations and monthly fees relating to the service agreement with your previous service provider.
There are different ways to transfer contact information from your old phone to your new phone.
There are also ways to transfer contacts if you are using a non-Android device. For assistance, visit the Help section of our website or contact Customer Service.
How to make a video call?
How can a smartphone help you get fit?
How to transfer files?
Do you need minutes, texts or data for your next trip? For the full list of countries included in each zone, see our list of destinations:
Zone 2: Europe
Zone 3: Asia, Caribbean, Latin America & Oceania
Zone 4: Africa
Premium Destinations
Monthly service fees are billed in advance for the coming month. Your usage charges are billed in arrears on the following bill. You will also receive a statement detailing your monthly wireless charges, including any overage charges.
As we bill in advance, there may be partial charges on your first bill. This takes into account the dates between your activation date and your bill cycle date. You will end up seeing charges for two different date ranges; one for advanced billing and one for prorated charges. Future invoices will only include one month's worth of charges.
The bill cycle runs for one month until the bill date. If your bill cycle is on the 9th of each month, the first day of the bill cycle is the 9th and runs until the end of the 8th of the coming month. The payment due date for this cycle would be the 27th.
How to make a video call?
How can a smartphone help you get fit?
How to transfer files?
There are different ways to transfer contact information from your old phone to your new phone.
There are also ways to transfer contacts if you are using a non-Android device. For assistance, visit the Help section of our website or contact Customer Service.
Call customer care and we will check whether your number is eligible for transferring, free of charge, using the Local Number Portability. The Local Number Portability enables Canada’s wireless phone subscribers to keep their phone number when changing service providers. This is similar to the system which is currently in place for home and business numbers. If it is, we will start the process of transferring. You can select the plan and phone combination that’s right for you.
Yes, it is possible to transfer a phone number from a prepaid wireless service. But before considering a switch, you should ensure that your phone number is still active with your prepaid service provider. Please also note that any unused prepaid minutes cannot be switched over.
Yes, it is possible to keep the same phone number when transferring your landline phone service to wireless service.
It’s possible if you currently have a GSM network phone that works in Canada. Your cell phone must be unlocked or compatible with our network. We recommend upgrading your phone at the time of switching to ensure the best possible wireless experience.
Contact our customer and we will check whether your number is eligible for porting, free of charge. If it is, we will start the process of porting. You can select the plan and phone combination that’s right for you.
We will notify your previous service provider if you wish to move your number from their service. Please note that you are still responsible for any cancellation fees and residual charges that may be owing under your previous service provider’s agreement.
No, not every number is portable. Some areas of rural Canada are not eligible for Local Number Portability. Call us to find out if and when your phone number is eligible.
We do not charge any fees for porting your wireless telephone number. However, cancellation charges may apply from your current provider. You should check with them. We are not responsible for any contractual obligations and monthly fees relating to the service agreement with your previous service provider.
Do you need minutes, texts or data for your next trip? For the full list of countries included in each zone, see our list of destinations:
Zone 2: Europe
Zone 3: Asia, Caribbean, Latin America & Oceania
Zone 4: Africa
Premium Destinations
You can dial 911 for emergency assistance, and for Cityfone customers, the call is always free! But who do you reach when you place that call?
In many areas, you connect to the 911 service provided by the municipality or province. In other areas, where there is no 911 service, calls are sent to a local emergency service provider prepared to handle the situation (e.g. a local police department). You get the closest emergency assistance available.
Tips for Using 911
When calling 911, always provide 1) your name, 2) wireless phone number and 3) the location you are calling from. And remember, it's important to speak clearly. Unlike wireline-based E911, the emergency operator does not know your actual location until you provide this information. Stay on the line for as long as the 911 operator requires. Calls to 911 are free so take all the time that you need. Leave your handset turned on after hanging up in case the 911 operator needs to call you back. Please do not program 911 into your speed dial. This can lead to accidental calls that take up valuable emergency resources.
A Note About Limitations
Calls to 911 from your wireless phone are subject to the same limitations as regular wireless calls. For example, if you are underground or too far from a wireless network antenna, the quality of your call may be affected, or you may not be able to connect to the network.
Phase One Enhanced 911
Phase One Enhanced 911 or E911 is a computer-aided communication system that helps emergency providers react more quickly and accurately to calls. When you dial 911, the system provides the operator with important information, such as your wireless phone number and the location of the cellular tower handling the call.
E911 helps 9-1-1 operators to quickly identify the most appropriate emergency service to dispatch.
Where E911 is not available, we provide voice connectivity to a local emergency services provider. In this case, neither your wireless phone number nor your location will be displayed to the 911 operator.
Text with 9-1-1 (T9-1-1)
Text with 9-1-1 (T9-1-1) allows customers that are members of the Deaf, Hard of Hearing or Speech Impaired (DHHSI) community to communicate with an emergency 9-1-1 operator via text message once they have registered for the service.
As of January 23, 2014, Cityfone is T9-1-1 service ready across Canada (where local emergency 9-1-1 call centres have made the necessary upgrades to support the T9-1-1 service).
View the emergency call centre roll out schedule of the T9-1-1 service at www.textwith911.ca.
Registration for this service is now available.
Limitations of T9-1-1:
T9-1-1 is not supported for data only devices (i.e. tablets), IP based devices, and landlines.
Visit the Accessibility page to browse the Accessible Devices for Customers Using T9-1-1.
You may return Equipment purchased from Cityfone within 30 days from the date of activation of the Equipment to us as long as you return it to us in complete and original condition and you have not used more than your plan’s monthly voice, text and data usage limits. Cityfone will refund you the purchase price for the returned Equipment and will not charge you any early cancellation fee, provided that you return the Equipment in its original condition, together with all accessories, manuals and packaging. If your Equipment is not returned in its complete and original condition or any accessories, manuals or packaging are missing or damaged, Cityfone may, at its discretion, still accept the return of your Equipment. However, we may charge a replacement fee for any of the missing or damaged items. A list of these fees is available on the Charges and Service Fees page. You will be billed for all charges incurred up to the cancellation date. After 30 days, you will be responsible for an early cancellation fee equal to the device subsidy multiplied by the number of months remaining in your contract term divided by the total number of months of your term (plus applicable taxes).
Allow 3-5 business days for delivery from the time of order.
A SIM card, also referred to as a smart card, is necessary for the operation of GSM phones. It stores your service information and can be used to store your phone book entries. The SIM card comes pre-inserted and pre-activated with your new phone. Our SIM cards are LTE network compatible and “3-in1” as they can fit into Nano, Micro, and Standard types enabling phone.
Devices come with a 12-month manufacturer's warranty. All accessories and batteries come with a 90-day warranty. Any malfunction due to misuse, physical or liquid damage is not covered by the manufacturer's warranty. Lost or stolen phones are the responsibility of the owner and are not covered under warranty. Please call Customer Care for warranty assistance.
Your monthly bill is conveniently charged to your credit card on the payment due date each month. You will receive a statement detailing your monthly wireless charges. On your credit card statement, your charge will be identified as from Cityfone.
Your first invoice will be slightly different as it includes the advance billing for the current month and a prorated charge for the month in which the service was activated. This charge is equal to the monthly plan amount prorated by the number of days from activation until month end. Don't worry --- your future invoices will only include one month's worth of charges.
Your last invoice will not contain any charges for monthly services, just unbilled additional usage, long distance, roaming, SMS and other similar usage charges. These charges can sometimes take up to two months from the date of cancellation to appear on your wireless invoice.
Your phone's battery should be properly conditioned to reach its peak performance. For best performance, please consult the manufacturer’s guide that comes with your phone.
If your call display does not work, please check the following:
These are numbers such as 1-800 numbers, private numbers, numbers blocked by the calling party, calls originating from a business switchboard or a pay phone, accidental roaming, roaming outside of Canada, internationally originated calls and calls forwarded to your phone from another phone.
Call customer care immediately and report your phone missing. Customers calling after business hours are advised to leave a voice message with their account and cell phone number. We will temporarily suspend your line and block it from any further use. Once you've called customer care, a representative will provide you with options to obtain another phone if necessary.
Yes, you can make some changes in your plan. Contact us to know what options are available to you.
Call customer care and we will check whether your number is eligible for transferring, free of charge. If it is, we will start the process of transferring. You can select the plan and phone combination that’s right for you.
We offer our customers the ability to roam on other carriers’ networks when traveling outside of Canada. Calls made while roaming are not included in your monthly plan.
There is now only one per minute rate for each country and region, making it easier to budget and track your roaming usage. For example, the same rate will apply for local calls and for calls back to Canada while in your roaming destination.
Roaming usage is charged on a per minute basis and is rounded up to the next minute. All charges are billed directly to your account in Canadian funds. In unusual circumstances, calls may appear on your invoice up to 120 days after they were made. Rates are subject to change.
Check our different roaming options:
Setting up and checking voicemail (if applicable)
To set up voicemail:
To check voicemail:
Note: Accessing your voicemail from your mobile phone uses airtime minutes.
On most wireless phones, the volume can be set with the dedicated volume control key or directly from the phone settings.
Your speaker volume may be turned down. In order to increase the speaker volume you must adjust the setting while on a call.
Make sure the phone is turned on and fully charged. If your battery is drained it will shut off the phone, which results in a black screen. You must charge the phone and use the power button to turn it back on.
If your battery is fully charged it could be due to the backlight being turned off. In order to save power, all phones turn off the backlight after idling for a short amount of time. To turn on the backlight, press any key on the phone (make sure the key-lock function is off). For best performance, please consult the manufacturer’s guide that comes with your phone.
Digital information that is transmitted or accessed over the air to a wireless device such as a mobile phone or smartphone enabled for mobile Internet access. Data includes sending/receiving email and instant messages, downloading content from 3rd party sites, tethering, web browsing and using mobile applications. It excludes typical voice transmission.
Data is billed according to the volume of data transferred, and not for the amount of time a customer is connected. Data activities are calculated for each KB of data that is downloaded over the network, with usage rounded to the next full KB. Eg: 1,024 KB = 1 MB; and 1,024 MB = 1 GB.
Data is billed differently abroad compared to when in Canada. If you subscribe to a plan with data, the plan does not apply when outside of Canada. Data usage charges will incur when smartphone customers roam outside of Canada unless data is turned off on the device. If data is not turned off, even if you do nothing, applications will continue to update in the back end, and you will incur incidental charges.
We strive to provide outstanding customer service each and every day. We realize that there's always room for improvement, so we want to make it easy for you to voice any concerns you may have and resolve them in a satisfactory manner.
* STEP 1: Contact Customer Service to discuss any questions or concerns you may have regarding our service. Our customer service representatives will be happy to assist. You can request to speak with a Team Manager if the customer service representative is unable to resolve your concern to your satisfaction or you can share a concern.
* STEP 2: Most complaints will be resolved within the first step. If not, the manager will escalate your concerns to our Contact Centre Manager. They will be happy to provide you with the direct contact information of our Contact Centre Manager. Should your concern still be unresolved after completing these steps, you may pursue the issue further by filing your complaint with the CCTS.
The Commission for Complaints for Telecom-television Services (CCTS) is an agency independent of the telecommunications industry, whose mandate is to resolve complaints of individual and small business retail customers about their telecommunications services. If you have a complaint about your services, including local or long distance telephone services, wireless telephone service, or Internet service, you must first try to resolve it directly with your service provider. If you have done so and have been unable to reach a satisfactory resolution, CCTS may be able to help you, free of charge. To learn more about CCTS, you may visit its website at www.ccts-cprst.ca or call toll-free at 1-888-221-1687.
Here’s everything you need to know about Universal Call Blocking and how it will protect you from unsafe calls.
What is Universal Call Blocking (UCB)?
Universal Call Blocking is a CRTC mandate (CRTC decision 2018-484) to block all incoming voice calls that have malformed calling line ID information. This applies to all Canadian service providers. Malformed calling line ID information contains telephone numbers that do not comply with North American or International numbering plans.
How will Universal Call Blocking affect me?
Universal Call Blocking will prevent you from receiving calls with calling line IDs that have malformed numbers.
How does Universal Call Blocking work?
Any incoming call with a malformed calling line ID will likely be blocked by the destination party’s service provider.
How can I tell if a number is malformed?
Generally, any number that does not comply with the North American Numbering Plan or international standards will be blocked. 000 000-0000, 111 111-1111 or numbers with more than 15 digits are examples of non-compliant numbers.
Can I opt out of Universal Call Blocking?
No, Universal Call Blocking is a CRTC- mandated service that applies to all customers.
Will Universal Call Blocking work on any device?
Yes, Universal Call Blocking is a network-level solution that is applied to all incoming voice calls for wireless, IP and landline phones.
Will I be charged for this?
No, the Universal Call Blocking is free of charge.
Will Universal Call Blocking impact Cityfone customers roaming in the U.S. or any other country?
Yes, Universal Call Blocking rules will still apply while roaming out of Canada.
Why am I still receiving spam calls from numbers that appear legitimate?
Universal Call Blocking only blocks calls with malformed calling line IDs. Unfortunately, this may not stop all spam calls.
Alert Ready, also known as Wireless Public Alerting Service (WPAS) is a service designed to deliver critical and potentially life-saving emergency alert messages to Canadians.
All wireless service providers will have the capability to distribute emergency alerts directly to consumers’ WPA-compatible wireless devices using Cell Broadcast distribution.
These messages will only be issued for threat-to-life situations.
In the event of such an emergency, a government issuer will deliver the alert to the National Alert Aggregation and Dissemination (NAAD) System, which will deliver it to wireless service providers, or broadcast companies.
No, you can’t opt out of receiving threat-to-life emergency alerts via Alert Ready.
Current compatible devices (if they are purchased from us and the device software is kept up to date):
Note: Any new devices introduced after April 6th, 2018 should be compatible with Alert Ready.
You can visit Alert Ready’s website here.