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Apple iPhone

Apple ID

Your Apple ID is an all in one account that allows you to access a variety of Apple's products and services.

Note:

Bell MTS does not provide you with an Apple ID, you will need to access the Apple website to obtain a new one or make changes to an existing one.

Find Your Apple ID

If you can't remember your Apple ID, you can find it: http://support.apple.com/kb/HT5625.

Recover or Reset Your Apple ID Password

If you can't remember your password and need to reset it: http://support.apple.com/kb/HE36.

For more information on creating, using, or making changes to your Apple ID: http://support.apple.com/kb/HE37.

iPhone Warranty

The Apple iPhone comes with a standard 12-month manufacturer's warranty beginning on the date of purchase. Your proof of purchase may be required to assist with any discrepancies associated with the warranty coverage period.

If you experience issues with your iPhone you can contact us to obtain assistance. If your iPhone is deemed to be defective, you may be required to visit the nearest Apple Service Provider or contact Apple directly to complete your service request. To find the nearest Apple Service Providers please visit: https://locate.apple.com/ca/en/. Direct support from Apple can be found via the Apple Call Centre contact number at 1-800-263-3394.

In-Warranty

In-warranty coverage provides protection against manufacturer defect. Warranty does not cover physical damage (ie. cracked screen).

Repairs that are deemed to be in-warranty, due to being within the warranty coverage period and not containing physical damage, will be No Charge*.

*Contingent on device not containing physical or liquid damage following manufacturer inspection of hardware.

Out-of-Warranty

Hardware containing physical or liquid damage is not covered under manufacturer warranty.

For the list of warranty rules and considerations please refer to the manufacturer warranty information included with your iPhone or visit www.apple.ca/support.

There are three (3) types of out-of-warranty service;

  1. Outside of 1-Year Manufacturer Warranty Period

    Devices that require servicing for a manufacturer defect, but are outside of the 1-year manufacturer warranty, will require out-of-warranty service. Repairs of this type will be subject to the out-of-warranty charge*.

    *Charge is model dependent.

  2. Out-of-Warranty Repairable Damage (physical or liquid damage)

    Devices that require servicing for physical or liquid damage, and deemed to be repairable damage, will require out-of-warranty service. Repairs of this type will be subject to the out-of-warranty charge*.

    *Charge is model dependent.

  3. Catastrophic Damage (non-repairable service)

    Devices that are deemed to be catastrophic, non-repairable damage will be subject to the full device replacement cost*.

    *Charge is model dependent.

iPhone Warranty Coverage Validation

Warranty status of your iPhone can be checked through Apple Service and Support. Users must bring their proof of purchase if the warranty coverage identified is inaccurate to purchase date.

AppleCare+ for iPhone

AppleCare+ extends your limited warranty and technical support from Apple to 24 months from the original purchase date of your iPhone. AppleCare+ also provides coverage for up to two incidents of accidental damage, each subject to a service fee that may vary by handset model. Visit the AppleCare+ site for further details.

AppleCare+ can be purchased at most Bell MTS stores (only available at time of purchase of a new iPhone) or from Apple at 1-800-MY-APPLE or Apple Store within 30 days of your iPhone purchase.

Support & Servicing FAQs

How do I update my devices software?

The following support article will help show you how to update your iPhone.

How do I turn off data or data while roaming?

The following support article will help you learn about the cellular data setting.

How do I update my carrier settings?

The following support article will help you with updating your carrier settings.

How do I join a Wi-Fi network?

The following support article will help you learn about Wi-Fi setup.

How do I configure Personal Hotspot?

The following support article will help you with understanding Personal Hotspot.

How do I pair a Bluetooth?

The following support article helps you learn how to pair your iPhone with third-party Bluetooth headsets, headphones, and keyboards.

Where can I get my iPhone serviced/repaired?

You can receive assistance from any Bell MTS store or from Apple Service Providers. Bell MTS representatives can help to resolve your issue or assist with hardware servicing where required.

Apple service technicians are best positioned to identify and resolve any issue you are experiencing with your iPhone. They are also equipped with comprehensive service options to ensure minimal downtime.

The nearest Apple Service Provider can be found at: https://locate.apple.com/ca/en/. You can also get direct support from Apple by contacting the Apple Contact Centre at 1-800-263-3394, to complete your service request.

*Individuals are encouraged to save a backup of their device through iTunes prior to visiting an Bell MTS or Apple Service Provider location for assistance to ensure no loss of content.

Will I be charged for my repair service?

The cost of the iPhone repair will vary by issue experienced, warranty coverage, and hardware model. Please reference the 'iPhone Warranty' section above for further detail on In-Warranty and Out-of-Warranty repairs.

Will I receive a replacement device?

You may be eligible to receive a replacement device through a Bell MTS store at the time of service however; in most instances, you may be required to contact Apple directly or visit an Apple Service Provider to complete your service request.

Will my replacement device be the same iPhone model as my original device?

Yes, if eligible for a replacement device, all iPhone replacement units will be the same model with the same specifications as the iPhone you originally purchased. The replacement iPhone will be new or equivalent to new in performance and reliability.

Will my replacement device have all my original content on it?

No. The data from your original device will not be automatically loaded onto your replacement device. Individuals are encouraged to sync their device to iTunes or iCloud prior to bringing their unit for servicing to ensure a content backup is saved. Performing this will preserve the accounts contacts, photos, email account settings, text messages, applications, and more. Users use this saved backup to load their content to their new device. Neither Apple nor Bell MTS are responsible for the loss of information during repair service.

Following repair service, your device may have a newer mobile operating system (iOS) version. As a result you may need to update your App Store applications to ensure compatibility with the newer iOS. If you experience a problem with an application purchased from the App Store, check iTunes to see if an update is available or contact the application vendor directly.

Will I have to wait to have my device serviced?

In most instances you will be required to contact Apple directly to complete your service request. This process may require you to mail-in your defective device to Apple directly for servicing. Some Apple Service Providers, like the Apple Retail Store, are able to provide an iPhone replacement device at the time of service if they are unable to complete the repair in-store. Due to the nature of some hardware issues caused by physical or liquid damage, final cost of repair may not be known until final inspection by the manufacturer.

I have to mail my device in for service, how do I get a loaner phone?

In the event you are required to mail-in your defective device to Apple for servicing, you can receive a loaner-phone* free of charge from any of our Bell MTS stores. Please visit your nearest Bell MTS store or contact us for assistance.

*The loaner device you receive may not be the same make &/or model as your own device.

How do I know when my manufacturer warranty expires?

Users can check your service and support coverage using the Apple Support page. If the coverage period identified is not accurate, you can submit your proof of purchase online to Apple to attempt to have this changed, or you can bring your proof of purchase with you when looking to service your iPhone.

In what instances would I be charged the out-of-warranty service fee?

Individuals would be charged the out-of-warranty charge in the below scenarios:

  1. If, after visual inspection of the hardware, it is deemed to be out-of-warranty due to physical or liquid damage.
  2. If your warranty coverage has expired.

Please reference the 'Out-Of-Warranty' section above for further details.

What type of damage is not covered by my warranty?

Apple's Limited Warranty for iPhone excludes coverage for damage resulting from accident, disassembly, unauthorized service and unauthorized modifications. Please review the warranty for further details.

I have received an iPhone service replacement, what is the warranty on my replacement?

The replacement device warranty will cover the remaining term of the original iPhone's warranty or 90 days after iPhone service, which ever provides longer coverage.

How to unlock your Apple iPhone for use with other carriers

Visit Unlock Your Bell MTS Mobile Device for Use with Other Carriers for additional information on unlock eligibility. Upon having an unlock request completed these steps must be performed to complete the unlock process:

  1. Call Bell MTS Customer Care to request an iPhone unlock.
  2. The representative will complete the steps to unlock your phone.
  3. Remove the SIM card and insert a non-Bell MTS or Bell Mobility SIM card.
  4. Complete the setup instructions as displayed on your phone.

 

If you do not have a SIM card from another provider:

  1. Sync device to iTunes and back up iPhone content.
  2. Erase the content of your iPhone:
    • iTunes: Select Restore on device tab.
    • Device: Settings > General > Reset > Erase All Content and Settings.
  3. Complete setup and restore saved back up.
  4. If the problem persists please Contact us to verify your device unlock is pending.
IMAP Email Setup Instructions

Follow these steps to configure your iOS 7 or higher Apple device (iPod Touch, iPad or iPhone) to use your @mymts.net mailbox.

  1. Tap the Settings icon.
  2. Tap the Mail, Contacts, Calendars icon to view list of current accounts.
  3. Tap Add Account to start the setup process.
  4. Tap Other from the common account type list.
  5. Tap Add Mail Account to continue.
  6. Enter:
    • Name: Name to be displayed on your outgoing emails.
    • Email: Your Bell MTS email address or alias (e.g. @mymts.net, @mts.net, @mtsmail.ca) to be displayed on your outgoing emails.
    • Password: Your email password.
    • Description: Name displayed when viewing account on device.
  7. Tap Next to verify settings.
  8. If verification fails, click OK on the error if one appears and perform these steps:
    • Ensure the IMAP option is highlighted at the top of the page.
    • Ensure these items are entered correctly (Note: Some fields will be filled out based on previous entries):
      • Name: Name to be displayed on your outgoing emails.
      • Email: Your @mymts.net email address (e.g. @mymts.net, @mts.net, @mtsmail.ca) to be displayed on your outgoing emails.
      • Description: Name displayed when viewing account on device.
      • Incoming Mail Server:
        • Host Name: mail.mymts.net
        • User Name: Your @mymts.net email address (e.g. username@mymts.net).
        • Password: Your email password.
      • Outgoing Mail Server:
        • Host Name: mail.mymts.net
        • User Name: Your @mymts.net email address (e.g. username@mymts.net).
        • Password: Your email password.
        • Tap Next to accept the settings.
  9. Tap Save to return to the Mail, Contacts, Calendars page.
  10. The new account settings will be shown in the accounts list. Press the Home button on your device to return to the main screen.
  11. Tap the Mail icon to open the email app.

Your device will now retrieve your messages.

Change how often your device checks for mail

Follow these steps to change how often your iPhone or iPad checks for new email using POP3 or IMAP on Bell MTS Mail.

Note:

  • Push settings on iOS do not work with Bell MTS Mail
  • By default, iOS is usually set to check for email manually. As a result, the Mail icon on your home screen doesn't indicate when new email arrives.
  1. Tap the Settings icon.

  2. Tap the Mail, Contact and Calendars icon.

  3. Tap Fetch New Data to customize the email check frequency.

  4. Set your desired frequency under the "Fetch" heading by tapping one of these options:
    • Every 15 Minutes
    • Every 30 Minutes
    • Hourly
    • Manually (must open Mail app to pull new emails)
  5. Ensure that your Bell MTS Mail account is set to your desired setting (Fetch or Manual).
    • To Change your setting on MTS Mail, follow these steps:
      • Tap your Bell MTS Mail account in the Account Listing.
      • Tap Fetch under "Select Schedule".
      • Tap Back to save change and return to previous screen.

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