Well, there’s no easy way to say this. We have some bad news.

THE DECISION
On March 1, 2017, the Canadian Radio-television and Telecommunications Commission (CRTC) came to a decision that affects all of us. Moving forward, Sugar Mobile customers will no longer be free to roam on Rogers’ network unless they’re primarily served by our home network, Ice Wireless.
Ice Wireless currently serves Canada’s three territories, as well as northern Quebec. It’s growing all the time, but the fact is many of our customers will likely fall outside the network. Still, check the map of Ice Wireless’ operating territory to see if you’re covered:
https://www.icewireless.com/en/network-coverage

WHAT’S CHANGING
Like all telecom providers in Canada, we’re regulated by the CRTC, and unfortunately in this case, we have to do what they say. We’ve been working hard this past month, trying to find the best way to put this decision into action, but we weren’t left with much wiggle room. So here it is.
Starting April 20th, the following changes are being made to our service:

  • Sugar Mobile customers who don’t have a residential or business address within Ice Wireless’ operating territory will no longer be able to roam on Rogers’ network.
  • For those Sugar Mobile customers who do have a residential or business addresses within Ice Wireless’ operating territory, the following Permanent Roaming Policy will apply:

    • If, within a ninety (90) day period, fifty percent (50%) or more of a Sugar Mobile customer’s non-WIFI data is generated on Rogers’ cellular network when measured against the customer’s usage of Ice Wireless’ cellular network, Sugar Mobile will send a disconnection notice to that customer and proceed to cut off the ability of that customer to roam on Rogers’ network within thirty (30) days of the disconnection notice being sent.

WHAT’S STAYING
While the CRTC has required us to change our roaming policy, all of our customers will still be able to make full use of Sugar Mobile over Wi-Fi.

As a courtesy to our subscribers who are affected by this decision, we will remove the expiration date on their accounts and they'll be able to Talk & Text using WIFI and the Sugar Mobile App for free, forever.

We can’t say we’re happy with how this went down. We fought hard for a different outcome, but in the end, the decision didn’t go our way. Mostly we regret what this means for our customers and the future of mobile in Canada.

If you have questions about this decision and if it'll affect your service, please feel free to reach out to our Customer Support team. Send a text message to 611 using the Sugar Mobile Talk and Text App, or send an email to [email protected]

Thank you for all of your support. It has been truly appreciated.
Sincerely,

Samer Bishay, CEO