ITS

Information Technology Services
Information Technology Services

FAQs for QMobile

If you require a change to your existing plan or  payment method, or you have a general enquiry, please email qmobile@queensu.ca with your request, and we will have the appropriate team member contact you as soon as possible.

Q. Can I change my phone number?

If you require a change to your existing plan or  payment method, or you have a general enquiry, please email qmobile@queensu.ca with your request, and we will have the appropriate team member contact you as soon as possible.

Q. Can I change my plan to include data?

If you require a change to your existing plan or  payment method, or you have a general enquiry, please email qmobile@queensu.ca with your request, and we will have the appropriate team member contact you as soon as possible.

Q. I am not going to be using my phone for awhile.  Can I deactivate my phone?

If you require a change to your existing plan or  payment method, or you have a general enquiry, please email qmobile@queensu.ca with your request, and we will have the appropriate team member contact you as soon as possible.

Q. How do I change my credit card information?

If you require a change to your existing plan or  payment method, or you have a general enquiry, please email qmobile@queensu.ca with your request, and we will have the appropriate team member contact you as soon as possible.

Q. What happens when I exceed my phone plan data limit?

The data on our plan is pooled and consequently you cannot be notified when you go over your data allotment.

ITS will notify you if you have gone over the previous month's data limit via email, with the intention of preventing this from happening in the future.

Please note:  Repeatedly using excess data will result in the overages charged at $0.05/MB.

Here are some helpful hints to reduce your data usage:

  1. Connect to Wi-Fi whenever possible.
  2. Turn off video auto-play for popular apps such as Facebook.
  3. If using Netflix on your device, log into your account and reduce the quality of the feed to low or medium. Leaving it automatic provides HD quality using up to 3 GB per hour or Ultra HD, which uses 7 GB per hour!
  4. When tethering to a computer (creating a hot spot), make sure automatic updates are turned off on the computer.  Windows updates running in the background can add up to 2-3 GB!

To prevent going over your data limit, we strongly recommend you track your data usage monthly on your device by following the instructions below:

Tracking usage on iOS:

  1. Open Settings. You can find this app on your home screen.
  2. Tap Cellular. This is locate in the top group of options.
  3. Scroll down to Cellular Data Usage. Your usage information will be listed. The current period tracking does not automatically reset for your billing cycle. This means that if you do not reset it yourself, the information here may be very inaccurate.
  4. Reset your data usage statistics. In order to get the most accurate readings from the iPhone, reset the statistics on the first day of every billing cycle (25th of each month). You can reset them by scrolling to the bottom of the screen and tapping
    the 'Reset Statistics' option.

Tracking usage on Android:

  1. Open Settings,
  2. Tap Data Usage.
  3. Change the dates to start on the 25th of each month.
  4. You can move the two lines to make your phone notify you when you reach the warning amount and the limit amount.
  5. Check the Set Mobile Data Limit check box to avoid overages.
Q.What is our billing cycle?

Answer:  The billing cycle is from the 25th of the current month to the 24th of the next month.  You are billed one month in advance for your basic fee. If you have overages or add-ons,  they will be charged separately.

Q.What happens if my monthly payment has been declined by my credit card?

Answer:  There is a late fee of $15.00 for each payment not made when due.

Q. Do I have to be a current student or staff member?

Answer:  Yes

Q. Can I use cash or debit for cellphone usage payments?

Answer:  No, a valid credit card is required. Debit/Visa is accepted.

Q. May I bring my own device?

Answer: Yes.  The advantage to bringing your own device is that you do not have to tie yourself to an 18 month contract; you may go month to month.

Q. May I purchase a phone without a plan?

Answer: New phones may not be purchased without a plan.  Depending on supply, however, used phones may be available for purchase.

Q. How long is my contract?

Answer: If QMobile provides you with a phone, your contract is 18 months.  If you are still eligible at the end of your contract you will be able to renew and choose a new phone (see the QMobile website for further details)

Q. Can I get a cellphone with larger memory than the base model?

Answer: Yes, there is a non-refundable cost for upgraded cellphones.

Q. What happens if I break the cellphone? 

Answer: The phone must be returned in its original condition - minus normal wear and tear.  Repairs may be handled through independent repair centres or arranged through QMobile.  In warranty issues must be arranged through QMobile only.

Q. What happens if I lose the cellphone?

Answer: The cellphone must be reported as stolen to stop any charges, then it must be purchased; a loaner will be provided for the duration of the contract.

Q. Can I get the cellphone unlocked?

Answer: Yes for a non-refundable charge of approximately $50.00 after being active for 90 days.

Q. Will I get an invoice?

Answer: No, however, receipts will be emailed for charges other than the regular monthly usage.

Q. Can I access my statement to view my charges or usage?

Answer: No, this is a corporate account only accessible by the provider. The Administrators of the QMobile Plan will access billing information upon request to provide billing details.

Q. Will I get notified when close to maximum data usage?

Answer: No as this is a "pooled" account.  We recommend downloading a data manager application.