Before we start
Complete your WhatsApp onboarding
Our automated WhatsApp walkthrough gets everything ready for processing. We can't start your order until it's complete, and it only takes about 2 minutes.
Missed the button at the end of the order form? Check your email for instructions to start it manually.
We message you when it's your turn
Plans are processed in the order they came in. We're a small team with a lot of orders, so there's usually a queue.
When it's your turn, we'll message you on WhatsApp to check if you're available. For this series, our timings are usually 12pm to 3pm EST. If you reply yes, we expect you to be close to your phone with notifications on.
How long is the wait? This was mentioned on the order form, but here's a reminder:
Send us your 6-digit code Stay near your phone
If you let us know you're available, stay close to your phone because when we login to your account, Rogers emails you a 6-digit code that only lasts a few minutes. Send it over right away so we can get in. This is the only thing we need from you.
We make the changes
We change your plan & apply all add-ons
Sit back and relax while we work our magic. This is the part you paid us for. Your myRogers will not show all your features because most providers' online profile systems suck. More on that in Phase 3, so don't freak out.
We send your closing walkthrough on WhatsApp
When your plan is done, you'll get a WhatsApp message from us. Similar to our onboarding, please complete the walkthrough until the end, then come back to this page to read Phase 3.
Rogers emails your confirmation A few hours later
Rogers will email you a "Confirmation of changes" with a mobile service agreement PDF. That email is the only accurate record of your plan. Not the app, not the website.
Read the PDF carefully and don't confuse it with the similar agreement you received with your temporary plan. About 10% of our customers read the wrong one and panic. Don't join them.
After your plan is changed
Most things that look wrong are completely normal.
We didn't make a mistake, and you didn't get scammed. If you're typing a message similar to one below, stop now and continue reading.
- This is not the plan I signed up for
- myRogers shows the wrong plan
- The data is wrong
- Why is my first bill so high?
- I don't see the correct price
- My number didn't transfer over
After 13 years in business and tens of thousands of plans activated, all the concerns you could possibly have and more are covered below. Once you've read and understood them, the final section gives you the two things you may need to do next.
This is where nearly every message we get comes from. Read these now and save yourself the 11pm panic.
I don't see the right plan on myRogers, WTF?+
We mentioned this above. Classic case of not reading carefully! Don't worry, it happens to the best of us. Here's the deal: carriers in Canada never show full features on their apps or online profiles. Relax, you're not getting scammed.
Pro tip: (this was also mentioned above). Check your service agreement. Please read it slowly and carefully. Many people think something's missing but historically this next bit solves most cases: take a deep breath, and read the agreement again. It's all there! You should see all your features, add-ons, data and price!
I didn't get any emails+
Please be patient. I know, a terrible thing to ask in this age. You should receive a confirmation of mobile changes email within a few hours. Sometimes it can take up to 24 hours. Also check your junk/spam folder, because important emails enjoy hiding there for no reason.
Tip: You may have already received an agreement when you activated your temporary plan. Don't confuse that one with the updated agreement you'll receive after we make the changes.
My data amount is wrong+
Again, Rogers does not show certain add-ons in myRogers. This is an issue with myRogers, not our plan or service.
We use data add-on(s) to total the amount of data advertised in our plans. You can confirm you have the right amount by checking your "confirmation of mobile changes" email.
The whole point is to save money. Why is my first bill after this going to be high?+
Great question—and it's totally unrelated to us. This is just how postpaid billing works in Canada. But hey, for the past 12 years, we've made it our mission to help you understand the process. Smarter customers = lower prices. Carriers want you in the dark so they can keep gouging you.
Here's why your first bill (or bill after a plan change) can be higher than you expected:
- Partial charges. The day you activate or change your plan might not match your billing cycle. So if you activate on the 1st, your bill cycle isn't guaranteed to start on the 1st. You'll be charged from your activation date to the start of your cycle, then for a full month on top of that.
- Billing in advance. As soon as you activate, your bill starts generating. It doesn't change the price, but it can be a bit of a surprise to see a bill pop up right after activation.
- Activation fee. You may see an activation fee depending on the method of activation. Any accounts activated via Rogers.com Self-Serve do not have an activation fee.
These rules apply to all postpaid carriers in Canada. Congrats—you're now a first-bill expert!
I received a bill for my "temporary plan", will this be fixed?+
Even if we changed your plan the next day, you would still have received the same bill. This is because your first bill is generated instantly after you activate. This is how postpaid billing works in Canada and is totally unrelated to our service.
While the first bill won't be "changed" or "fixed", on your next bill you will receive corrections. You will be credited back for the days you did not own the "temporary" plan and then be charged for the correct plan. This is an automated process by the billing system. If you have questions or concerns about your bill, please refer to this link to learn about how postpaid billing works in Canada.
Tip: Always view your full PDF bill and not your bill summary, and pay close attention to the dates.
I've received the email of my changes, but myRogers still didn't update?+
Sometimes myRogers has a glitch and won't update until one of the following happens:
- You make a change (like porting your number)
- 2–3 business days pass
- Your next bill cycle (worst case)
Rest assured — if you've received the confirmation email, your plan is effective immediately.
Do I need to port my number now?+
My number didn't port?+
How long does this plan last?+
As discussed in our sales FAQ — which you were supposed to read before submitting an order — this plan does not include any limited time discounts or add-ons with expiry dates. So it does not have a timed expiry date like most offers in Canada.
With that being said, we cannot legally guarantee this plan lasts forever. Providers are allowed to increase the base rate of your plan with 30 days notice. That is true for all BYOD plans in Canada, so rest assured — you have one of the best deals in Canadian telecom history.
How do these discounts work?+
Our Platinum Series and Inner Circle Series do not rely on any discounts, with the exception of the automatic payments discount for Inner Circle Series.
We use a combination of base plan + add-ons.
Neither the base plan nor the add-ons have an expiry date.
Can I use my data in the USA?+
Depends which plan you bought. You know, the thing that clearly listed the features on it.
Quick refresher:
- Platinum Essential — USA roaming included.
- Platinum Ultra — USA + Mexico roaming included.
- IG Travel — free roaming in 64 countries.
- IG Core — Canada usage only. Hopefully you didn't discover this while crossing the border.
We would never sell a plan without clearly listing what's included. And surely you wouldn't ever buy one without reading the features first, right?
Can I upgrade my phone?+
Both our Inner Circle and Platinum Series are BYOD only. If you need a phone, we highly recommend financing through the manufacturer directly, such as Apple or Samsung.
Benefits of purchasing direct:
- Avoid providers' 2-year upgrade cycle
- No need to return your phone
- Keep your wireless plan cost low
- More flexibility
Can I tell people about my plan?+
Why does Cellphone Man have such a 'tone'? Are you mad at me?+
We could never be mad at you! We are aware that some people have found our tone a little too snippy at times. Our tone is meant to be lighthearted and fun—especially when helping customers who might feel overwhelmed or panicked. It's never snippy or dismissive, and we're always happy to answer your questions, even if they're in our guide (we'll send you the link for reference).
That said, respect goes both ways. While it's okay to feel frustrated, it's not okay to call our reps names or make threats.
Lastly, let's all take a moment to lighten up. In today's world, it's easy to take things personally, but we promise — our tone is all in good fun. We don't take ourselves too seriously, and we hope you won't either. We're here to save you money and make things easy!
I f*cking love you, Cellphone Man+
🛑 Wait for your confirmation before you port
Porting cancels your old account automatically. If you port before we've changed your plan and we get hit by a bus, or AI starts World War 3, you'll be stuck on the temporary plan, with your old plan gone for nothing.
So wait until your plan is changed before porting your number.
Load your eSIM Follow the best practices
- Follow the "Activate via Portal" section of our eSIM guide and label your new eSIM
- The guide's tips exist for a reason. Labelling in particular saves you a lot of confusion later
- Don't remove or replace your old SIM yet. Your phone runs in dual-SIM mode for now
- Phone doesn't support eSIM? Visit a store with 2 pieces of ID and ask for a SIM swap to a physical SIM
Port your number Old SIM still in your phone
- Follow the steps in this video to submit the port
- Your old provider texts your old SIM to confirm. Reply "YES" within 90 minutes or the port fails
- Always use the account number from your old provider. Not IMEI, not PIN. They're offered as options and they often fail
- Once Rogers texts you that the port is complete, your old SIM is useless. Remove it, and your phone returns to single-SIM mode. Your number is ported 🎉
📱 Still seeing your old number afterwards?
iPhones are notorious for not updating the number shown in cellular settings. It usually updates within a few days, but if you're having trouble with iMessage or calls, .
