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How to protect my mobile phone with Smart/Phone Care

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Smart/Phone Care overview

When you buy a new phone, it comes with a limited 12-month warranty for manufacturer’s defects and malfunctions. Smart/Phone Care gives you additional coverage and peace of mind, knowing that you don’t have to pay the full replacement value of your device.

With a Smart/Phone Care plan, you can choose your level of protection outside the manufacturer’s warranty, and can cancel at any time without termination fees.

Bell offers three levels of protection:

Smart/Phone Care Total Protect

Protect your device with extended warranty coverage if it’s lost/stolen, subject to water or accidental damage, a power surge, or normal wear and tear.

Protect the content on your device with an in-device app that manages content back-up, anti-virus protection, device Health Check and location services. If you did not purchase this app at the time of device activation, please visit a Bell store.

Be more productive with Premium Technical Support, which is perfect for simple instructions, as well as advanced troubleshooting.

Smart/Phone Care Premium

Protect your device with extended warranty coverage if it’s lost/stolen, subject to water or accidental damage, a power surge, or normal wear and tear.

Smart/Phone Care Extended

Protect your device with extended warranty coverage for manufacturer’s defects beyond the original 12 months.

Last Updated:31/07/2014

Smart/Phone Care overview

When you buy a new phone, it comes with a limited 12-month warranty for manufacturer’s defects and malfunctions. Smart/Phone Care gives you additional coverage and peace of mind, knowing that you don’t have to pay the full replacement value of your device.

With a Smart/Phone Care plan, you can choose your level of protection outside the manufacturer’s warranty, and can cancel at any time without termination fees.

Bell offers three levels of protection:

Smart/Phone Care Total Protect

Protect your device with extended warranty coverage if it’s lost/stolen, subject to water or accidental damage, a power surge, or normal wear and tear.

Protect the content on your device with an in-device app that manages content back-up, anti-virus protection, device Health Check and location services. If you did not purchase this app at the time of device activation, please visit a Bell store.

Be more productive with Premium Technical Support, which is perfect for simple instructions, as well as advanced troubleshooting.

Smart/Phone Care Premium

Protect your device with extended warranty coverage if it’s lost/stolen, subject to water or accidental damage, a power surge, or normal wear and tear.

Smart/Phone Care Extended

Protect your device with extended warranty coverage for manufacturer’s defects beyond the original 12 months.


Last Update:31/07/2014


Enrolling in Smart/Phone Care

Most phones, smartphones and Turbo Sticks are eligible for Smart/Phone Care. You must enroll in Smart/Phone Care in store, either when you activate your device or within 30 days of your activation date. If you purchased your new device online within the last 30 days and wish to enroll in the program, please visit your nearest Bell store.

If you don’t enroll at the time you purchase your device, you must bring your device with you to the store to enroll. We’ll verify that your service and account status are active and inspect your device, since damaged or defective devices are not eligible for the plan.

After you enroll, you must make or receive a phone call from the covered phone or smartphone and in the case of Turbo Sticks, use a minimum of 1 kilobyte of data, in order to complete your enrollment and for coverage to take effect.

Smart/Phone Care plans are month-to-month plans that you can cancel at any time without termination fees.


Last Update:31/07/2014


Requesting service

If your device requires repair during the original 12-month manufacturer's warranty period, please visit a Bell Product Assistance Centre for service.

For the Apple iPhone, call Bell Mobility to request service or repair.

To file a service request under one of these plans, call the Smart/Phone Care centre at 1 866 213-2143 24 hours a day, seven days a week (closed on statutory holidays).

Once your request is approved, we’ll ship a replacement device directly to you, typically within 1 or 2 business days. When you receive your replacement device, simply return the damaged or defective device in the postage-paid box we provide. We won’t return the damaged device to you.

Our goal is to give you the same make and model that you purchased. We may fulfill service requests with like-new equipment of the same or comparable model, but we can’t guarantee the colour or feature and accessory compatibility.

A replacement fee will apply:

  • $50 for a mobile phone or Turbo Stick
  • $150 for a smartphone
  • $249 for a Premium Select smartphone

Note: If you submit a service request and don't return your damaged or defective covered device, except if it's been lost or stolen, you'll be charged a fee of $100 for a mobile phone or Turbo Stick, $300 for a smartphone and $600 for a Premium Select smartphone. If it's determined that we've replaced a device and its failure is not covered under your plan, you'll be charged a fee of $100 for a mobile phone or Turbo Stick, $300 for a smartphone and $600 for a Premium Select smartphone. Please read the Smart/Phone Care terms and conditions provided with your Bell Mobility service agreement for full details. These are the contract terms that govern our services and your participation in the plan.

See terms and conditions (PDF) - for customers who signed up for Smart/Phone Care before August 22, 2011.

Terms and conditions – for customers who signed up for Smart/Phone Care on or after August 22, 2011


Last Update:31/07/2014


Total Protect plan

The Smart/Phone Care Total Protect plan offers complete protection for your Android device or iPhone. Total protect covers your device for:

The Total Protect Plan also protects the content on your device:

  • Anti Virus/Security – safe and secure browsing on your device
  • Content Backup – ensure your contacts, photos and videos are safe
  • Phone Locate/Remote Wipe – find your phone in the couch, or protect your content from falling into the wrong hands
  • Premium Technical Support – ask anything from simple device instructions to complex troubleshooting, right from your device

To manage these new services, SPC Total Protect includes an in-device app, a web portal, and one-click access to Premium Technical Support.

Soluto in-device app

Available from Google Play and in the Apple App Store, the Soluto app allows you to:

  • Manage your anti-virus protection
  • Perform content back-up
  • Monitor device health
  • Access Premium Technical Support directly from the app with a convenient “Click 2 Call” feature.

How to download and install Asurion Mobile Security app

Soluto.com device support

Customers with the Soluto app on their phone can also get access to all of the app’s features by visiting the manufacturer’s website at www.soluto.com.

Additionally, the Soluto website will let you:

  • Manage your device remotely from the web site
  • Use location services to find your device
  • Easily transfer content to new devices when you upgrade

Premium Technical Support

Technical support team available 6am-12am ET, 7 days a week, except national Canadian holidays.

There to provide support for any question from device instructions to advanced troubleshooting.

Smart/Phone Care Total Protect is $10 a month for Android phones and smartphones, and $13 a month for iPhone and select Android smartphones.

Smart/Phone Care covers one device and allows for up to two replacements. It does not cover SIM cards or accessories such as batteries and chargers.


Last Update:31/07/2014


Premium plan

The Smart/Phone Care Premium plan covers your device for:

Smart/Phone Care Premium is $7 a month for mobile phones, smartphones and Turbo Sticks, and $10 a month for Premium Select smartphones.

Smart/Phone Care covers one device and allows for up to two replacements. It does not cover SIM cards or accessories such as batteries and chargers.


Last Update:31/07/2014


Extended plan

The Smart/Phone Care Extended plan covers your device for defects in parts and workmanship beyond the manufacturer's standard warranty period.

Smart/Phone Care Extended is $4 a month. It covers one device and allows for up to two out-of-warranty replacements.

Smart/Phone Care plans do not cover SIM cards or accessories such as batteries and chargers.


Last Update:31/07/2014


Expert and Support plan

Expert and Support provides content protection and access to Premium Technical Support for simple instructions and advanced troubleshooting.

Expert and Support does not include hardware protection. For complete protection, try Smart/Phone Care Total Protect:

  • Anti Virus/Security – safe and secure browsing on your device
  • Content Backup – ensure your contacts, photos and videos are safe
  • Phone Locate/Remote Wipe – find your phone in the couch, or protect your content from falling into the wrong hands
  • Premium Technical Support – ask anything from simple device instructions to advanced troubleshooting, right from your device

To manage these new services, SPC Total Protect includes an in-device app, a web portal, and the Soluto in-device app

Soluto.com device support

Customers with the Soluto app on their phone will also have access to all of the apps features by visiting the manufacturer’s website at www.soluto.com.

Additionally, the Soluto.com website will give you access to:

  • Manage your device remotely from the web site
  • Use location services to find your device
  • Easily transfer content to new devices when you upgrade

Premium Technical Support

Technical support team available 6am-12am ET, 7 days a week, except national Canadian holidays.

There to provide support for any question from simple device instructions to advanced troubleshooting.


Last Update:31/07/2014


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