The Wireless Code

The CRTC’s Wireless Code (the “Code”) came into effect in December 2013. It was updated in 2017 and applies to all wireless service providers in Canada. Rogers was one of the original supporters of the Code and believes in giving our valued customers more choice, freedom and control over their wireless services.

Customers with accessibility needs are encouraged to watch The Wireless Code and Your Rights as a Canadian Wireless Consumer.

Who the Code applies to: 
Consumers and small business customers. The Code sets consistent standards across the country to provide equal rights for wireless customers, no matter what service provider they are with across Canada.

What the Code means for you: 
The Code addresses several key areas:

  • Critical Information Summary: Understanding your Rogers wireless account is easier than ever. Whenever we provide you with a wireless service agreement, we also provide you with a critical information summary highlighting the most important aspects of your contract with us. Our version of the critical information summary is called “Key Order Information Details.” 
  • Contract Delivery: All postpaid customers can receive their contract either in paper format or by email. They can also request a copy of it for free at any time.
  • Device Unlocking: All new devices will be sold unlocked* and any existing Rogers devices held by our customers can be unlocked for free at any time.
  • Domestic Data Overage Cap: All lines on an account are covered under a $50 domestic data overage cap. 
  • Data Roaming Cap: All lines on an account are covered under a $100 data roaming cap.
  • Trial Period: Customers have 15 days to try out our service and their wireless device (30 days if you self-identify as a person with a disability).
  • Flex Data Plans: All incremental data charges beyond the base tier monthly service fee now count toward the $50 domestic data overage cap.

Please visit the CRTC’s website for more information.

Table of Contents

If the charges on my wireless lines exceed either the $50 domestic data overage or data roaming cap, will my data be paused?

  • Unless you’ve pre-consentedto pay additional data charges, when your account reaches $50 in domestic data overage charges in a single bill cycle, data access will be paused on your account. You will continue to have access to voice and text services.
  • However, any line on your account with data remaining will continue to have uninterrupted data access until its data allowance is used up, even if data is currently paused after your account has reached the $50 data overage cap.
  • To restore data access for the remainder of the bill cycle, the account holder or an authorized user must consent to additional data overage charges.

Will data access for all my wireless lines be paused when my account reaches the $50 domestic data overage or data roaming cap?

Only lines on your account in overage will have their data paused. Any line on your account with data remaining will continue to have uninterrupted data access until its data allowance is used up.

What services count toward the $50 domestic data overage cap?

  • The Code specifies that any amount of domestic data overage, including one-time data add-ons, count toward the $50 domestic data overage cap.
  • If you have a flex data plan, all incremental data charges beyond the base tier monthly service fee count toward the $50 domestic data overage cap.

If the data roaming charges on my wireless lines exceed the $100 data roaming cap, will my data roaming be paused?

  • Unless you’ve pre-consented to pay additional data roaming charges, when your account reaches $100 in data roaming charges in a single bill cycle, data roaming will be paused for all lines on your account.
  • You will continue to have access to voice and text roaming services (roaming pay-per-use rates still apply, even if data roaming remains paused).
  • Roam Like Home, including Roam Like Home data usage will remain available (even if your pay-per-use data roaming remains paused).
  • To restore data roaming access for the remainder of the bill cycle, the account holder or an authorized user must consent to additional data roaming charges.

Will data roaming access for all my wireless lines be paused when my account reaches the $100 data roaming cap?

  • Yes, all lines on your account will have their pay-per-use data roaming access paused. Data roaming access can be restored if the account holder or authorized user consents to additional data roaming charges.
  • If no action is taken, pay-per-use data roaming access will be paused until the end of your bill cycle. However, you will still be able to use voice and text roaming services (roaming pay-per-use rates still apply, even if data roaming access remains paused).

What services count toward the $100 data roaming cap?

The Code specifies that any amount a customer pays in data roaming fees must count toward the cap. Currently, data roaming pay-per-use, travel pack and roaming data add-on charges are included in the data roaming cap.

How is my Roam Like Home data use counted toward the $100 data roaming and $50 domestic data overage caps?

The Roam Like Home daily fee does not count towards the $100 data roaming cap. However, if you go above your plan’s domestic data allowance while using Roaming Like Home, any data overage you incur will count toward the $50 domestic data overage cap. This is because Roam Like Home treats any data you use, whether in Canada or a Roam Like Home destination, as domestic data usage coming out of the domestic data allowance included in your plan.
Find out more about Roam Like Home.

Who gets notified when my account’s data access has been paused? And how will you notify us?

Once an account’s data has been paused, you will receive a pop-up notification and a text message with details on how to consent to additional data charges and restore data access on your account.

Who on my account can consent to additional domestic data overage and data roaming charges, and how?

  • The account holder and any authorized users on the account can consent to additional data charges by responding directly to the data cap text message.
  • The account holder and authorized users can also consent in MyRogers. Please refer to the steps below:
    1. Sign in to MyRogers on Rogers.com
    2. If you have more than one wireless account in your MyRogers profile, select the one you’d like to manage.
    3. From the Overview screen, scroll down to the Account Preferences section and select RESTORE DATA ACCESS.
    4. Review the data cap message and select Restore Data Access. You’ll receive a message confirming that data access has been restored for your current bill cycle.
    5. Restart your device.
  • When contacting us, only the account holder and Level 1 authorized users can consent to additional domestic data overage and data roaming charges above the $50/$100 caps.

How do I change who can consent to additional domestic data overage and data roaming charges?

You can sign in to MyRogers to manage who can restore data access on your account. When selected as an Authorized user, this person can authorize additional charges after reaching the cap. Please refer to the steps below:

Note: You must be the account holder to complete these steps.

  1. Sign in to MyRogers on Rogers.com
  2. If you have more than one wireless account in your MyRogers profile, select the one you’d like to manage.
  3. From the Overview screen, scroll down to the Account Preferences section and select MANAGE WHO CAN RESTORE DATA ACCESS.
  4. Use the toggle next to each phone number to select Yes or No to allow the user for that line to authorize additional charges.
  5. Select Confirm authorized user or Remove authorized user.

You’ll receive a message confirming your account permissions have been updated.

The account holder can also contact us to manage which lines can authorize additional data charges.

Are you a Rogers Small Business customer? Reach us for assistance via the Rogers Small Business Contact Us page.

I’m an account holder or authorized user. How can I consent to additional data charges in advance to avoid my data being paused?

  • Text GO to 3330 or 222 to pre-consent to domestic data overage charges above $50 for your current bill cycle.
  • Or text GOROAM to 3330 or 222 to pre-consent to data roaming charges above $100 for your current bill cycle.

Keep in mind:

  • Only account holders and authorized users may pre-consent to additional data charges.
  • You may only consent to additional data charges in advance for your current bill cycle: Follow the above instructions in each bill cycle in which you’d like to pre-consent to additional data charges. You may also opt-out of the domestic data overage and data roaming caps altogether (step-by-step instructions below).

How do I opt-out of the domestic data overage and data roaming caps?

If you want to opt-out of automatic notifications and blocks to data access after reaching the data caps (domestic or roaming), you can do this on MyRogers. Please refer to the steps below:

Note: You must be the account holder to complete these steps.

  1. Sign in to MyRogers on Rogers.com
  2. If you have more than one wireless account in your MyRogers profile, select the one you’d like to manage.
  3. From the Overview screen, scroll down to the Account Preferences section and select MANAGE WHO CAN RESTORE DATA ACCESS.
  4. Scroll down the page and check the box next to Do not notify me and do not pause my data access when my account reaches:.
  5. Review the confirmation message and select Confirm.

The Do not notify section will now appear in red.

If I consent to domestic data overage charges above the cap, does that mean I’ve also consented to data roaming charges above the cap (or vice-versa)?

  • No, each data cap is separate. The account holder or an authorized user needs to consent to each one individually.
  • Text message notifications regarding the domestic and roaming data caps are sent from 3330.

What is a Critical Information Summary?

The Wireless Code requires us to provide postpaid customers with a critical information summary whenever we provide a wireless service agreement. The critical information summary is provided to you in addition to your agreement and is a summary of the most important elements of your agreement. Our version of the critical information summary is called “Key Order Information Details” and it highlights important agreement information including your device subsidy, term, price plan details and monthly fees. The critical information summary gives you a quick and easy way to view the most important parts of your agreement with us.

How will I get a copy of my service agreement?

When you activate or change your services, you may choose to receive a copy of your wireless service agreement via e-mail or paper copy. The choice is yours and this applies to transactions you complete in store, over the phone and online.

Note:

Watch more videos describing terminology commonly used in wireless contracts. 
Videos are presented in American Sign Language (ASL) with English captions and an audio voiceover.