Frequently Asked Questions
Do customers qualify for the promotion if their outstanding balance is greater than one year?
Yes. All mobile and residential customers with outstanding balances greater than one year will have their debt forgiven when they request the reconnection of service or sign up for new service.
Do customers qualify for the promotion if their outstanding balance is less than one year?
Yes. All mobile and residential customers with outstanding balances less than one year can have service restored by entering into a payment agreement.
● Customers with balances outstanding between 7-11 months can pay at least
331/3% down and the balance in up to 3 months.
● Customers with balances outstanding between 0-6 months can pay at least 25%
down and the balance in up to 4 months.
What is the duration of the Promotion?
The promotion is valid from October 1st 2021 to October 31st 2021
What services qualify for this promotion?
Customers can request reconnection or new service on any of the following services:
● Mobile Postpaid (including ported-in services)
● Fixed Wireless Broadband Service
● Fixed Wireless Bundles
● Broadband & Voice – Reconnection and new service
● Bundles with TV and/or Vigilance- Reconnection only
● Fixed Voice Service
● MiFi Service
● Vigilance (reconnection only)
How can customers participate in the promotion?
Customers can visit any bmobile Channel Partner to request their reconnection, sign up for any new service or complete a payment agreement.
Does debt forgiveness apply if the customer signs up for prepaid service?
No. Customers will only be eligible for debt forgiveness when they reconnect/sign up for any of the services listed above.
Can customers with outstanding balances under one year pay more than the promotional down payment when entering a payment agreement?
Yes. Customers can pay more than the recommended minimum payments.
Can customers with outstanding balances under one year pay off the remaining balance in less than the recommended time?
Yes. Customers can pay off the outstanding balance in less time (minimum is 1 month). Customers will not be allowed to exceed the maximum recommended time period. That is outstanding balances:
● 7-11 months must clear the remaining balance in 3 months
● 0-6 months must clear the remaining balance in 4 months
Is there any service charge if customers enter a payment agreement?
No. Customers entering into a payment agreement will not be charged any additional fees.
What happens if customers default on the payment agreement?
If customers default on the payment agreement, the services will be disconnected and they will be required to pay the full amount outstanding to have services restored. No additional charges will be applied to the customer’s account.
Can customers get back their number if they participate in this promotion?
Yes. If the customer’s number is available, it can be requested. A fee is applicable if the account was deactivated.
Residential customers will pay a monthly fee of $15+VAT
Mobile customers will pay a one time fee of $100+VAT
Do customers with arrears 1year and over need to sign a service contract if they are reconnecting service?
Yes. All customers with outstanding balances 1 year and over will be required to sign a 12-month contract.
Are residential customers whose service has been removed required to sign a contract when they reactivate/sign up for new service?
Yes. All residential customers, whose service has been removed, are required to sign a 12 month contract when they reactivate/sign up for new residential service.
Will a customer with an outstanding balance 1 year or older on a residential account qualify for debt forgiveness if (s)he only signs up for new mobile service during the promotional period?
Yes. Customers with outstanding balances on residential accounts will have their debt forgiven if they sign up for mobile service.
Customers can sign up for any new service and have their debt (1 year and older) on any type of account forgiven. The new service does not need to be the same type of service.
What if I have a debt, and I apply for reconnection or new service after the promotional period has ended?
If customers have a debt, and service is requested after the promotional period, customers will first be required to make arrangements to clear off the debt before services may be requested.
What are the requirements for customers signing up for the above services?
Standard existing requirements for each billed service apply.
What is the bmobile Postpaid Forgive & Reconnect Promotion?
The Forgive & Reconnect Promotion allows customers with outstanding balances 1 year and over (as at August 31 2021) to request the reconnection of service or sign up for any new bmobile service without having to pay off the outstanding balance. Plus! Customers with outstanding balances can enter into agreements to pay off their outstanding debt over a period of time.
● 7 -11 months can pay at least 331/3% down and the balance in up to 3 months.
● 0-6 months can pay at least 25% down and the balance in up to 4 months.