How to File a Complaint About SpeakOut or Good2Go
For customers who lost a number, a balance or service when Ztar Mobile was cut off the Rogers network, and for everyone with an ordinary problem since.
SpeakOut Wireless, sold at 7-Eleven, and Good2Go Mobile are both run by Ztar Mobile. Ztar does not own a network. Until December 11, 2025 it resold service on the Rogers network; on that date Rogers disconnected it. Both brands still operate today on a new network, and both remain participating providers with the CCTS.
Last updated: September 2026
Your complaint goes to the CCTS. It is free, independent of Ztar, and can order refunds of up to $5,000. The CRTC has directed Ztar to tell its disconnected customers that the CCTS is there for them. Reach it at 1-888-221-1687.
The clock is running. The CCTS will not act on a complaint brought more than one year after you knew, or ought to have known, the facts behind it. If you lost service, a number or a balance in the December 11, 2025 disconnection, that year runs out in December 2026. File now rather than later.
Reaching SpeakOut or Good2Go First
The CCTS expects you to have tried the provider first. Note the date, who you spoke to and any ticket number. These are the numbers each brand publishes:
- SpeakOut: 1-866-310-1023, or dial 611 free from a SpeakOut phone. There is also a contact form on SpeakOut's Contact Us page.
- Good2Go: 1-866-788-3475, Monday to Friday, 10am to 6pm Eastern.
Neither brand publishes a management team or executive office to escalate to. Both go straight from customer service to the CCTS: SpeakOut on its complaints page, Good2Go in its terms and conditions. If customer service cannot fix it, or you cannot get through, that is your next step.
If You Lost Your Phone Number
When Rogers disconnected Ztar, customers who had not moved their numbers to another carrier lost the ordinary way to do it. Rogers let Ztar keep using its number-porting system until January 22, 2026. Ztar then asked the CRTC to order that access restored for up to 40,000 customers, and in Telecom Decision CRTC 2026-211 the CRTC refused. What the decision tells you, in plain terms:
- Your old number went back to Rogers, and it may already have been given to someone else. The longer you wait, the less likely it is to be free.
- The CRTC said Rogers, which holds the numbers, may be in the best position to tell you whether yours can still be recovered.
- The CRTC directed Ztar to tell its disconnected customers about other ways to get service and that they can complain to the CCTS. If you never heard from Ztar about either, say so in your complaint.
Be realistic about what a complaint can do here. The CCTS resolves your dispute with Ztar; it cannot order Rogers to hand back a number that has been reassigned. It can, though, get you a remedy from Ztar for what you lost.
If You Lost a Prepaid Balance
A credit or refund that never arrived is the single most common thing SpeakOut and Good2Go customers took to the CCTS in the latest reporting period. Good2Go's own porting page says a number can only be moved out of an active account that has not expired, and that any remaining balance is forfeited when you port out. If a balance vanished because the service was switched off under you rather than because you chose to leave, that is a dispute worth filing: ask for the amount back, in dollars, and say when it disappeared.
We follow what happens to customers when a provider exits
The dissent in Decision 2026-211 argued for a rule that would let customers recover their numbers when a reseller disappears. If the CRTC takes that up, we will send one email saying what changed.
SpeakOut and Good2Go at the CCTS: The Numbers
For years both brands barely registered. The CCTS accepted 32 complaints about SpeakOut in the year to July 2024 and 37 in the year to July 2025; Good2Go drew 12 in the latest of those years. In the six months from August 2025 to January 2026, the CCTS accepted 638 about SpeakOut, sixth of every provider in Canada, and 173 about Good2Go. Together that is more than Koodo.
The issues raised most often, among the leading issues the CCTS reports for that period:
- SpeakOut: a credit or refund not received (31%), complete loss of service (27%), changes to the contract (16%).
- Good2Go: a credit or refund not received (34%), complete loss of service (30%), intermittent service (14%).
These complaints are also harder to settle than most. Across all providers, 79% of complaints in the period were resolved at the first step, when the CCTS refers the file back to the provider. For SpeakOut it was 33%; most went on to conciliation, where CCTS staff broker the outcome. Expect it to take longer, and keep every record you have. The full story in the data.
Sources: CCTS open data for the 2023-24 and 2024-25 annual reports and the 2025-26 mid-year report, counted by acceptance date. Contains information licensed by CCTS under its data licence. See every provider ranked.
Filing with the CCTS
Both brands are on the CCTS participating-provider list, as Speak Out Wireless and good2GO Mobile. File against the brand you actually had service with.
- Go to the CCTS complaint form
- Select Speak Out Wireless or good2GO Mobile as your provider
- Say what you lost (service, number, balance) and when, and what you did to try to fix it with the provider
- Include your phone number, account details, and any top-up receipts or screenshots of your balance
- The CCTS contacts Ztar on your behalf, and the provider gets 20 days to resolve it before the CCTS takes it further
Free Complaint Template
Fill in the bracketed details and paste this into the CCTS form. Keep what applies and delete the rest:
"I was a [SpeakOut Wireless / Good2Go Mobile] customer on number [number]. My service stopped working on [date] when Ztar Mobile was disconnected from the Rogers network. [I was not able to move my number to another provider / My number was not transferred and is now lost / My prepaid balance of $X was not refunded or honoured.] I contacted the provider on [dates] by [phone / contact form] and [describe the response, or that you could not get through]. I did not receive [notice of the disconnection / information about other service options] from the provider. I am seeking [a refund of $X / compensation for the loss of my number / a written explanation of what happened to my number and balance]. I have [top-up receipts / screenshots / emails] available."