Technology Solutions Centre (TSC)

Computers and softwareComputers and software

Cell phones

All mobile device orders require departmental approval and must adhere to the university's Signing Authority Policy (FM5100).

Any questions about cell phones and billing inquiries can be directed to cell@uvic.ca

Models

Apple iPhones are recommended for use as standard hardware at the University of Victoria because devices connected to Microsoft Exchange via ActiveSync are secured with a passcode and encrypted. Visit the Apple website for models and colours. 

Android phones do not fully support ActiveSync encryption and are not considered standard devices at the University of Victoria. If you would like to order an Android device, you must submit a completed Request for Technical Approval form; if you work in a department under the Vice-President of Finance & Operations (VPFO), please complete the Standards Review Document. Completed technical approval request forms can be submitted to the TSC via tsc@uvic.ca. You must provide your approval form when placing your order via cell@uvic.ca

UVic faculty and staff can access ordering instructions for Rogers and Bell devices below. Sign in with your NetLink ID is required.

Order a device

Frequently asked questions

Obtaining a new phone

How do I order a cell phone through UVic?

UVic faculty and staff can access ordering instructions below.  Sign in with your NetLink ID is required.

Order a device

Can I switch from one cell phone provider to another?

Yes, although you may incur penalty fees depending on how much time is left on your current contract.

Contact cell@uvic.ca to cancel an existing contract and initiate another and provide the following information:

  • The phone number that you wish to have transferred
  • Current vendor and the vendor you wish to port to (either Bell or Rogers)
  • Provide proof of authorization for the number to be ported and approval of any cancellation fees to be charged to the budget attached to the device.

Can I port/transfer my phone number?

Porting from a personal account to a Corporate UVic account. Order a cell phone through UVic and provide the following information:

  • The phone number that you would like to have transferred
  • The provider that the phone number is currently with (e.g. Telus, Fido)

Porting from a Corporate UVic account to a personal device. Contact cell@uvic.ca and provide the following information:

  • The phone number that you wish to have transferred
  • Current vendor (either Bell or Rogers)
  • Vendor you wish to port to
  • Provide proof of authorization for the number to be ported and approval of any cancellation fees to be charged to the budget attached to the device.

Will my phone come unlocked?

Bell

As of October 2017, all new cell phones will come unlocked.

For older devices there is a $50 unlocking fee that Bell charges which will be charged to your cell phone bill. To start the process, send an email to cell@uvic.ca with the following information:

  • Cell number
  • IMEI of the device
  • Device type
  • Device colour

Rogers

If you have an existing Corporate Rogers cell that has run the length of its contract (3 years) the hardware can be unlocked. There is a $50 unlocking fee that Rogers charges which will be charged to your cell phone bill. To start the process, send an email to cell@uvic.ca with the following information:

  • Cell number
  • IMEI of the device
  • Device type
  • Device colour

Now that I have a new cellphone, can I buy my old one for private use?

No. The purchasing policy does not allow for this. Erase all data from your phone by resetting to factory settings. If you require assistance erasing your old phone data, contact your technical support person or the Computer Help Desk at 250-721-7687 or helpdesk@uvic.ca. Return your phone and its charger to the Computer Help Desk in Clearihue A037.

Is an employee purchase plan (EPP) available?

 

Rogers

Yes. Please email thalsted@imaginewireless.net for any questions regarding the EPP.

What is the return policy on items ordered and received?

 

Rogers

The standard return policy is less than 30 minutes of talking time used and less than 15 days since the date the order was processed (not from when the device is actually picked up by the client). All original packaging must also be present and in re-sellable condition. Any questions related to this should be directed to thalsted@imaginewireless.net.

Bell

New contracts and device upgrades are not available through Bell Mobility and Canadian Wireless at this time. Please see instructions above to order a device through Rogers.

Phones may be returned within 14 days provided they have 30 minutes or less of talk time and are in brand new condition with all accessories. Please note that phone upgrades

Please contact orderdesk@canwireless.ca for details, including Bell hardware upgrades and Bell terminations.

Travel, billing, and contracts

Who should I contact if I have cell phone billing questions?

Email cell@uvic.ca with cell phone number, provider and questions.

What is Roam Like Home?

Roam Like Home (RLH) is a travel package feature that is automatically added to all UVic Rogers clients with a voice and data plan. With RLH, clients no longer have to add travel packages when travelling to many destinations around the world. Standard rates apply. 

RLH features include:

  • Calling and messaging within the U.S. and to Canadian numbers just as you would at home on your monthly plan. All other calls and texts will be charged as if you're making them from Canada. (Long distance rates will apply.)
  • Use of data included in your monthly plan

Contact cell@uvic.ca for more details.

 

 

I will be travelling outside Canada on university business and will be using my UVic cell phone. What should I do?

If you will be traveling for longer than a month, or foresee yourself using large amounts of data, it is best to purchase a SIM card in the country/(s) of travel for use in your phone. Your phone must be unlocked in order to use a foreign SIM card.

If you wish to add a data roaming travel package to your device, you must contact cell@uvic.ca at least 1 week prior to your travel outside of Canada. When contacting the cell office, provde the following information:

  • The country/(s) you will be travelling to
  • Exact travel dates, including travel dates between countries
  • UVic cell phone number

The cell office will provide you with a response regarding various travel package options and add the selected package to your device.

If while travelling you do not wish to use data, you must turn off the data roaming option on your device.

Bell

Most Corporate UVic cell phones with Bell Mobility, have a Flex plan option attached to their contract. This is an automatic roaming package that kicks in when you do not have a travel package activated and are using your phone while traveling (i.e. voice, text or data usage). The rates associated with this package are based on usage thresholds and are not included in your contract. For information on the various thresholds, visit the Canadian Wireless Communication (CWC) site.

NOTE: The Flex plan operates in accordance with the monthly billing cycle. This means that if you are travelling over multiple billing cycles, you will receive multiple charges for use of the Flex plan (separate charges per billing cycle).

Rogers

Rogers devices with a voice plan have the Roam Like Home (RLH) travel plan automatically added. 

RLH features include:

  • Calling and messaging within the U.S. and to Canadian numbers just as you would at home on your monthly plan. All other calls and texts will be charged as if you're making them from Canada. (Long distance rates will apply.)
  • Use of data included in your monthly plan

Contact cell@uvic.ca for more details.

What are the long distance rates for calls made from Victoria to outside North America?

Bell

Please see Bell's Mobility international long distance rates.

Rogers

If you are calling internationally the rates vary from country to country. All rates can be found at Rogers Add ons Website, selecting the Long Distance Rates by Country option.

How can I see all the cell phones charged under my FAST code?

Departmental administrators can see all the phones charged under the FAST code(s) that they have signing authority for by visiting the Voice Services Charges Viewer.

How do I temporarily suspend a phone/number (also called hibernating)?

Bell

Contact cell@uvic.ca.

For Bell Mobility devices, specify which of the following options you would like when contacting cell@uvic.ca:

There are 2 options:

1. Full Recurring Cost Suspension: current monthly price plan $ + system access/911 (if applicable) + any chargeable features

  • Disables the line until you are ready to activate it again. This will not extend your contract end date.
  • The monthly cost can be reduced to the cost of the price plan by removing any chargeable features.

2. Reduced Cost Suspension: $15.00 per month + 911 fees if applicable

  • The contract end date (if applicable) and Hardware Upgrade date will be extended for the amount of time the line is suspended for.
  • There is a 6 month maximum on any phone suspension.
  • The line would automatically restore from suspension when it has reached the 6-month maximum.

What happens when my contract has ended?

When a contract has ended, the device billing will automatically continue on a month-to-month basis. To cancel a contract, contact cell@uvic.ca.

If a new phone is purchased, a new 3-year contract will be started.

When an employee has left the university, how should their UVic cell phone be handled?

There are three options for how the cell phone can be handled:

  1. Cancel the cell phone. Contact cell@uvic.ca with a cancellation request.
  2. Transfer cell phone ownership to another member within the department. Contact cell@uvic.ca  and provide the following information:
    • Name of faculty/staff member who will receive the device
    • Budget that the device will be charged to
    • **NOTE: For iPhones, the previous owner MUST remove their Apple ID from the iPhone before leaving the university.
  3. Transfer cell phone ownership to a member of another department. Contact cell@uvic.ca and provide the following information:
    • Name of department receiving the device
    • Name of faculty/staff member who will receive the device
    • Budget that the device will be charged to
    • Whether the faculty/staff member receiving the device will be keeping the current number attached to the device or using a different number
    • **NOTE: For iPhones, the previous owner MUST remove their Apple ID from the iPhone before leaving the university.

How do I cancel a contract or transfer a contract to another employee?

Please contact cell@uvic.ca.

Technical support and security

Who should I contact for repair and replacement of a device?

Bell

If your phone is not under warranty call Bell Mobility's Tech Support at 1-877-328-2123. When you ring ensure that you get an incident number and the name of the support representative for future reference.

If you have an iPhone under warranty, phone Apple Support at 1-800-263-3394 to speak with Apple customer care. Apple customer care will diagnose the issue over the phone and determine whether it can be resolved immediately (software) or if the device needs to be brought into a licensed Apple Dealer for hardware repair. (Please note you will need your IMEI when you call 1-800-263-3394. Go to Settings > General > About and look for your device's IMEI).

As per the process determined by Apple themselves, any problems with iPhones need to be dealt with by Apple directly. There is nothing that can be done to change this process; it does not matter if the phone is five minutes old or five years old.

If you have a non-iPhone under warranty, phone Bell Tech Support at 1-877-328-2123. They will connect you to the appropriate customer care personnel. If the Bell representative says the phone needs to be replaced they will supply a ticket number. Provide that ticket number to orderdesk@canwireless.ca along with a description of the phone issue(s). CWC may be able to arrange for a loaner phone and will initiate the repair process.

If you have a phone no longer under warranty contact orderdesk@canwireless.ca to replace the phone only.

Rogers

Call Rogers technical support at 1-877-274-3375 and press option 1 to request assistance.

What do I do if my phone is lost or stolen?

Contact the Computer Help Desk or your desktop support staff at helpdesk@uvic.ca immediately to erase your phone remotely.

Report the loss to Campus Security

Can I reset my voicemail password?

Bell

There is a $5 charge for a voicemail password reset. Please contact orderdesk@canwireless.ca, or phone 1-877-235-5150 extension 1.

Rogers

To reset your voicemail password, please contact MYBSG4@rci.rogers.com