Wind Mobile Customer Care: A Complete, Practical Guide (2025)

“Wind Mobile” commonly refers to two related brands: WINDTRE in Italy and Freedom Mobile in Canada (formerly WIND Mobile). Although the brands and ownership have evolved, customers still search for “Wind Mobile” when they need help fast. This guide consolidates the most reliable, up-to-date ways to reach customer care, what information to have on hand, typical timelines for common requests, and how to escalate issues effectively in both countries.

Whether you are dealing with a lost SIM, porting a number, a billing discrepancy, or roaming problems, the key to quick resolution is contacting the right channel with the right details ready. Below you’ll find concrete phone numbers, websites, and proven tips used by professionals who handle carrier support every day.

Who “Wind Mobile” Refers to Today

Italy: Wind and 3 Italia formed a joint venture in 2016 and introduced the unified consumer brand WINDTRE in March 2020. Most legacy WIND customer care routes now point to WINDTRE. The central consumer care number is 159, and the business care number is 1928. The official website is windtre.it and the WINDTRE app provides self-service for mobile, fixed, and convergent accounts.

Canada: WIND Mobile launched in 2009 and rebranded to Freedom Mobile in November 2016. In 2023, Freedom Mobile was acquired by Quebecor. Most legacy references to “WIND Mobile” support now redirect to Freedom Mobile support. The short code 611 from a Freedom handset and the toll-free number 1-877-946-3184 remain the primary phone support routes. The official website is freedommobile.ca and the MyFreedom app provides account control and plan changes.

How to Contact Customer Care Quickly

Italy — WINDTRE

For consumer accounts, dial 159 from a WINDTRE SIM; this is typically free from WINDTRE lines. From other Italian operators, standard voice tariffs apply. For business accounts (Partita IVA and enterprise), call 1928. If calling isn’t convenient, the digital touchpoints on windtre.it and the WINDTRE app (iOS/Android) provide SIM swaps, add-on purchases, PUK retrieval, and technical tickets without waiting on hold.

When you need in-person help (e.g., SIM replacement or identity verification), use the Store Locator on windtre.it to find the nearest authorized point of sale. Bring a valid ID (for Italy: carta d’identità or passport) and your codice fiscale. For portability (MNP), keep your current SIM active and have the serial number (ICCID) ready; in Italy, mobile number portability typically completes within one working day once validated.

Canada — Freedom Mobile (formerly WIND Mobile)

From a Freedom handset, dial 611 for customer care. From any Canadian phone, call the toll-free line 1-877-946-3184. Online, use freedommobile.ca to access live chat, coverage tools, and account services; the MyFreedom mobile app supports plan changes, add-ons, billing, and SIM/eSIM management for most devices.

If you need a store visit (e.g., SIM replacement, device diagnostics, identity verification for account changes), use the Store Locator on freedommobile.ca to find hours and availability. For number porting into Freedom, keep your old SIM active during the transfer; the port often completes in minutes to a few hours once you approve the authorization SMS. If you miss the port authorization SMS (a common cause of delays), request a new one via 611 or live chat.

• Italy (WINDTRE): Consumer care 159; Business care 1928; Website: https://www.windtre.it
• Canada (Freedom Mobile): Care from Freedom phone 611; Toll‑free 1-877-946-3184; Website: https://www.freedommobile.ca

Prepare Before You Call or Chat

Having the right identifiers ready can cut your handling time by half or more. For both countries, support agents will ask for account verification, which may include the account PIN/password or answers to security questions. If you do not know your PIN, be prepared to verify with government ID and recent account activity (e.g., last top-up amount or last bill payment method).

For technical issues, note the exact time and location (address or nearest cross-streets) where a problem occurs. Network troubleshooting relies on time stamps, affected services (voice/SMS/data), and device information. For device-related issues, know your IMEI (dial *#06#) and software version; for eSIM requests, ensure your phone is carrier-unlocked and eSIM-capable.

• Account details: account number (if available), billing name, and service address
• Identity: valid photo ID; Italy also requires codice fiscale for most changes
• SIM specifics: SIM serial (ICCID) printed on the card; PUK if you locked your PIN
• Device info: IMEI (*#06#), model, OS version; note if dual‑SIM/eSIM is used
• Recent activity: last top-up or bill amount/date; last plan change; add-ons active
• Trouble details: exact timestamps, location, error messages, speed test results

Common Requests and Typical Timelines

Lost or stolen phone/SIM: Call immediately (Italy 159; Canada 611 or 1-877-946-3184) to block service and request a SIM replacement. In most cases, replacement SIMs are issued same-day at official stores upon ID verification. If you have your device IMEI, ask the agent to blacklist it to prevent unauthorized use. eSIM re-issuance generally requires in-app or in-store identity verification.

Number portability (MNP): In Italy, mobile number portability typically completes within one working day after validation; ensure the ICCID and donor operator details are correct to avoid rejects. In Canada, ports commonly complete within minutes to a few hours; you must approve the port authorization SMS from your old SIM promptly. Keep both SIMs accessible until voice and data work on the new line.

Billing disputes and plan changes: For prepaid in both countries, most plans renew on a 30‑day cycle. Changes usually take effect immediately or at the next renewal depending on the offer. If you dispute charges, raise the case within the current cycle for the fastest credit decision; document dates, amounts, and any SMS/email confirmations for add-ons or promotions.

Roaming and International Use

Italy (WINDTRE, EU roaming): Since 15 June 2017, the EU’s “Roam Like at Home” rules apply across EU/EEA countries, subject to fair-use policies—data allowances may differ from domestic bundles. Check the WINDTRE app for your specific EU data cap and surcharge thresholds before travel. For non‑EU destinations, verify country‑specific daily packs to avoid pay‑per‑use data.

Canada (Freedom Mobile): International roaming requires an add‑on in most cases. Purchase roaming passes via the MyFreedom app or by contacting care before departure to lock in rates. When you land, reboot the device and ensure Data Roaming and VoLTE/Wi‑Fi Calling settings are configured as advised by support for the destination country and device model.

Escalation and Formal Complaints

Italy: If an issue remains unresolved, ask for a formal ticket number via 159 or the app and request written outcomes by SMS or email. If you still cannot reach a resolution, use AGCOM’s online dispute resolution platform “ConciliaWeb” (conciliaweb.agcom.it). This is a mandatory, free conciliation process for telecom disputes in Italy and typically results in a mediated settlement or a clear next step.

Canada: If repeated attempts via 611, 1-877-946-3184, or live chat do not resolve your case, ask for a case/interaction ID and an escalation to a supervisor. As a last resort, submit a complaint to the Commission for Complaints for Telecom‑television Services (CCTS) at ccts-cprst.ca. The CCTS is a free, independent body that handles unresolved billing, contract, and service delivery disputes.

Practical Money and Time Savers

Use the official apps (WINDTRE; MyFreedom) to manage add-ons and block unexpected charges. Many issues—PUK retrieval, invoice downloads, and add‑on purchases—complete in under two minutes in the app, far faster than waiting on a phone queue. For prepaid in Italy, standard recharge denominations include 5, 10, 15, 25, and 50 EUR; for Canada, top‑ups and auto‑pay can prevent plan interruptions and reactivation fees.

Both carriers support eSIM on a wide range of devices. If you travel frequently or switch phones often, ask customer care to migrate your line to eSIM; this reduces store visits and speeds up replacements if a physical SIM is damaged. Always keep a backup contact method (secondary number or email) on file with the carrier so they can reach you during porting or security checks.