Mobile Support

This page is available in Inuktitut! ᐃᓄᒃᑎᑐᑦ

OUR CUSTOMERS

At SSi, we strive to provide excellent support for our QINIQ customers. We are available by phone or email Monday through Friday from 8:30am – 7:00pm Eastern (ET). In every community there is a local CSP available to offer you assistance for your basic troubleshooting needs. SSi provides an account management system for your convenience.

Sign in to perform many functions including:

  • Load your Mobile Wallet to:
    • Ensure additional min when needed
    • Ensure additional data when needed
    • Roam when traveling outside Nunavut
  • Monitor your data usage
  • Determine your account status
  • Check your account balance
  • Make payments
  • Change plans and billing options
  • Redeem gift cards
  • Update contact details
  • View usage history
  • View invoices
  • Find out your monthly payment date
Customer Service

COMPLAINTS: If after contacting one of our representatives, you still have concerns, please see our complaints procedure

Northern community

Setup

Mobile Setup

The following instructions will guide you in setting up your mobile phone. If you experience any difficulties, please give us a call!

Device activation instructions

  1. Insert the SSi Mobile SIM card into the device and turn the device on
  2. Open a browser on your device and go to qiniq.com/my/lte. This will take you to the QINIQ customer portal. If your device has no browser, access the customer portal on a computer at qiniq.com/my/lte
  3. Log in with your existing QINIQ account or create a new account
  4. Enter the 10-digit Activation Code from the white box on your SIM card SSi Sim Card
  5. You will now be able to select a Mobile Plan and purchase additional data and minutes with a credit card
  6. To pay with cash, contact your local Community Service Provider

LTE Data Settings

Android phones

  1. Access your Settings menu Settings Icon
  2. Depending on your version of Android:
    • Select More, then Mobile Network, OR
    • Select Wireless Networks, tap More and then Mobile Networks, OR
    • Select Network & Internet, then Mobile Network, OR
    • Select Network & Internet, then Mobile Network, then Advanced
  3. Select Access Point Names, then Add or +
    Enter the following information….
    Name: SSi
    APN: ssi992.ssimicro.com
    MMSC: http://mms.ssimicro.com/
    MMS proxy: mms.ssimicro.com
    MMS port: 80
  4. Select More (If Android 7, select the Menu icon), and then Save
  5. Select/activate the new Access Point Name that you have just created
  6. If your device does not immediately establish a data connection, reboot the device

iPhones

  1. APN settings can be viewed in one of the following locations:
    1. Tap: Settings > Cellular > Cellular Data Options > Cellular Data Network > APN
    2. Tap: Settings > Cellular > Cellular Data Network > APN
    3. Tap: Settings > Mobile Data > Mobile Data Options > Mobile Data Network > APN
  2. Enter the following SSi Mobile Data APN and MMS settings:
    1. Cellular Data APN: ssi992.ssimicro.com
    2. LTE setup APN: ssi992.ssimicro.com
    3. MMS APN: ssi992.ssimicro.com
    4. MMSC: http://mms.ssimicro.com/
    5. MMS proxy: mms.ssimicro.com

Note: APN needs to be entered in three different places on the same screen as above.

Voicemail

Configuring Android phones

ANDROID 7

  1. Select the Green Call Icon icon, then the Menu in the upper right corner, then Settings
  2. Select Calls, then Voicemail, then Setup
  3. Enter the following as your voicemail number: 18672029191

ANDROID 8,9 and 10

  1. Select the Green Call Icon icon, then theMenu in the upper right corner, then Settings
  2. Select Voicemail then Advanced Settings, then Setup.
  3. Enter the following as your voicemail number: 18672029191.

Note: To check your voicemail. your default password is 0000.

Configuring iPhones

Voicemail should be configured automatically from the SSi

Mobile SIM card to the number 18672029191

Set up your personal voicemail

  1. Access voicemail menu: There are multiple ways to access your personal voicemail. Refer to your device’s manual for more options. You can access SSi voicemail with any of these methods on most phones:
    1. On the keypad, press and hold the number 1
    2. Dial *86 (shortcut to SSi Voicemail system)
    3. Call 867-202-9191 (SSi Voicemail system)
  2. Enter default password “0000”
  3. Enter your new password (Something you can remember)
  4. Confirm your new password
  5. Record a greeting that will be heard when somebody is calling.
  6. Record a spoken name that will be heard when you leave messages with others.

Unlocking Your Phone

SSi-supplied phones
All phones sold by SSi Mobile via your Community Service Providers are sold “Unlocked”. It is a good idea to ask your CSP to insert your SIM card to make sure your new phone connects to the SSi Mobile network. Follow all instructions above and there should be no problems.

Other Phones
If you are using a phone that was connected to another network, it may still be locked to that old network. If you insert your SIM card, and you cannot make a phone call, your phone may be locked to your old provider. To unlock your phone:

  1. Look up your 15-digit IMEI number unique to your phone.
    Android – Open Settings – About device – Status – Find the “IMEI” section.
    iPhone – Open Settings – General – About – Find the “IMEI” section. The fifteen-digit number listed in the IMEI section is your phone’s IMEI number.
  1. Call your previous provider and ask them to unlock your phone. (See chart below for common carriers. They will ask for your IMEI.)
    Bell Mobility: www.bell.ca/unlockdevice
    Rogers: 1-888-764-3771
    Telus: 1-866-558-2273
    Bell MTS: 1-800-883-2054
    Virgin Mobile: 1-888-999-2321
  2. Power off your phone.
  3. Insert the SIM card start again using “Device Activation Instructions” above.

Manuals and Agreements

Hardware Manuals

Your Customer Agreement consists of:

*Summary of key terms that apply to the Service Plan
**Includes SSi’s Privacy Policy and SSi’s Appropriate Use Policy

Warranties

Get the Most out of your usage

We want our customers to get the most out of their mobile plans and devices. To help ensure that you’re able to stay connected, we have put together a series of tips that will help you conserve your monthly Data usage.

The TIPS shown below are for SSi sold devices only (Android operating systems). Depending on your version of Android, there may be some slight differences to configure settings.

To manage data usage on iPhones, here are some useful links:
www.macworld.co.uk/how-to/iphone/how-save-data-on-iphone-or-ipad-3510292/
www.cnet.com/how-to/tips-to-reduce-iphone-data-usage/

To manage data usage on other operating systems, please consult the product instructions or search the Internet.

If you have any questions about any of these tips please give us a call! We’d be more than happy to walk you through anything we’ve discussed in order to ensure you’re getting the most out of your usage. Our toll-free number is 1-877-686-2888 (NUNAVUT).

Manage your Mobile Data

Turning off Mobile Data is a great way to conserve your data. In doing so you can only connect to the internet when you have a WI-FI connection. Ideal when connecting your device for the first time, since this is likely when the automatic system upgrades for your device will occur and will consume a lot of data right away. Also ideal when running low on your monthly limit.

Android 9:

Apps > Settings > Network & Internet > Data Usage > Mobile Data

Manage Data Manage Data Manage Data Manage Data

Set your Mobile Data Limit

Setting your Mobile Data Limit allows you to have peace of mind and keep you in control of how much data you consume on a month by month basis. It also conveniently warns you when you are running low.

Android 9:

Apps > Settings > Network & Internet > Data Usage > Data Warning & Limit > Set Data Limit

Set Data Limit

Restrict your Background Data

Restricting your background data stops your Apps from updating randomly. Apps have a tendency to update at anytime of the day and if you’re away from a WI-FI zone you’ll use data every time your Apps update without realizing it.

Android 9:

Apps > Settings > Network & Internet > Data Usage > Data Saver > Use Data Saver

Background Data

Download Files on WIFI only

Unless you absolutely have to, refrain from downloading songs, movies, or large files while using a cellular data connection. If you need to download files from the internet, always use WI-FI where possible.

Preload Streaming-App Content

As we become increasingly frugal about cellular data usage, more apps offer caching (or preloading), letting you download content on Wi-Fi and view it at any later time. Spotify, for example, lets users download playlists. Similarly, YouTube preloads subscriptions and videos on your “Watch Later” list.

Update Apps on WIFI only

Head to the Google Play store and tap:

Play Store > Menu > Settings > Auto-update apps

Here, be sure “Auto-update apps over Wi-Fi only” is selected. You also have the option to choose “Do not auto-update apps,” but it’s less preferred, since you’ll have to remember to update apps manually.

Auto Updates

Adjusting Youtube video quality

You can change video quality in the YouTube mobile apps just as you can on the web. Adjusting the quality will help you conserve your data when not connected to WI-FI.

Android 9:

Apps > Youtube > Menu > Quality

Youtube

Limit Facebook Data usage

Inside the Facebook app, tap on the icon on the right hand side and scroll down to App Settings. Tap on App Settings and you’ll see a list of toggle features. Untoggle ‘Upload photos in HD’ and ‘Upload Videos in HD’” To disable the dreaded Facebook video auto-play feature, tap on Auto-play. Now you can choose if, when and how videos will now auto-play in your Facebook feed.

Restrict Facebook Messengers background Data consumption

Go to “Settings”. Tap on the “Data Usage” option located under the Connections section. Scroll down and you will see a list of apps that are consuming data, look for the “Messenger” and tap on it Once. Under Messenger, scroll down a little bit and you will see a checkbox that says, “Restrict background data”. Tap to enable the checkbox. You will see a popup box asking for the confirmation, simply tap on “Ok”.

Monitor Your Usage in the Customer Portal

Our easy-to-use Customer Portal provides you with convenient tools for:
Viewing your daily, weekly or monthly usage

View Usage

Setting a low usage warning

Low Usage

Setting your download speed with Cruise Control

Cruise Control

Access the Customer Portal at: www.qiniq.com/my/lte

NETWORK COMPATIBILITY

All phones that operate on the SSi Mobile network must support the following frequencies:

  • GSM 1900 MHz (PCS 1900) for voice and texting
  • LTE 2600 MHz (Band 7) for LTE data

MESSAGE RELAY SERVICE

For persons with hearing or speech disabilities

Message Relay Service (MRS) is available to customers on the QINIQ/SSi Mobile network who are hearing or speech impaired, allowing them to conveniently communicate with others through a relay operator. MRS is a text-to-voice and voice-to-text service by which the operator communicates to the hearing or speech impaired person via text (over a text phone, computer, laptop or wireless device) and to the other party via voice over the phone. Customers send their message via text to the relay operator, who reads the message to the other party. The relay operator then types the other party’s spoken words back to the customer.

For more information on our Message Relay Service, please contact a customer service agent at 1-877-686-2888 or by email support@qiniq.com.

UNIVERSAL CALL BLOCKING

Protecting our customers from illegitimate phone calls

Universal Network-Level Call Blocking is a service mandated by the Canadian Radio-Television and Telecommunications Commission (CRTC) to protect phone customers in Canada from receiving certain types of unsolicited calls. SSi is implementing this service on the SSi Mobile network, at no charge to customers, beginning in December, 2019.

Any inbound calls containing telephone numbers that do not conform to the established North American or International numbering plans are considered “malformed” and will be blocked. This includes:

  • Calls where the number being displayed has more than 15 digits
  • Invalid numbers (for example 222-222-2222 or calls displaying area codes that do not exist)

These are often unwanted, unsolicited, or spam phone calls and typically originate from telemarketers who attempt to spoof their call display with inaccurate, false or misleading information. Unfortunately, this new call blocking service will not block all spam calls. Those with legitimate display numbers will still be treated as normal calls.

For more detailed information on the CRTC’s Universal Network-Level Call Blocking policy, see https://crtc.gc.ca/eng/archive/2018/2018-484.htm.