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What happened in the January 2026 incident?
Freedom Mobile says it detected unauthorized activity in its customer account-management platform between January 12 and 18, 2026. Its investigation determined that a third party used a subcontractor’s credentials to access some customers’ information. The incident notice was dated March 18, 2026. These are Freedom’s reported findings, not independently verified forensic conclusions. Freedom Mobile’s notice
Freedom says it disabled the compromised third-party account, reviewed its processes and controls for third-party access, and is monitoring affected accounts for unusual activity.
What personal information did Freedom say was accessed?
Freedom’s March 18 notice lists these categories:
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The company says payment information and passwords were not affected. It also says it has no indication the information was misused. Both statements are Freedom’s own account of its investigation.
How many customers were affected?
The March notice does not give a numeric count. Freedom says the incident involved “some” customers and that the update applies to people who received an email or text from the company on March 18, 2026. The public notice alone cannot establish an individual’s account status. Freedom’s notice states: “If you didn’t receive an email or text from us on March 18, 2026, this update doesn’t apply to your account.” Treat that as the company’s stated notice condition, not as an independently checked account-status tool.
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What should a notified customer do?
Be wary of messages that exploit the incident
Freedom advises customers to be cautious with unexpected messages asking for personal information or directing them to a website. Do not click suspicious links in email or texts or download unexpected attachments. The company says it will never ask for credit-card numbers, banking information, passwords, or PIN codes by email or SMS.
Check accounts for unusual activity
Follow Freedom’s advice to monitor your accounts for activity you do not recognize. If you have a question about the notice, use contact details reached through Freedom’s official website rather than replying to a message or following a link in it. Its contact page lists live messaging, support from 8 a.m. to 1 a.m. Eastern time seven days a week, and telephone support at 611 from a Freedom phone or 1-877-946-3184 within North America. Hours and channels can change, so type the official address yourself: Freedom Mobile Contact Us.
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How does this differ from Freedom’s December 2025 notice?
Freedom disclosed a separate earlier incident in a notice dated December 3, 2025, concerning unauthorized activity detected October 23, 2025. The archived copy consulted says a third party used a subcontractor account and describes the affected group as a “limited number”; it does not provide a numeric count. It lists names, home addresses, dates of birth, phone numbers, and Freedom account numbers, and says payment information and passwords were unaffected. The archived copy does not list email addresses among the accessed categories. Archived copy of the December 2025 notice. Contemporaneous reporting also described that separate disclosure: iPhone in Canada, December 4, 2025.
The notices should not be combined: their dates, data lists, and described containment differ. The sources provide no numeric count for either event, so they do not establish which incident affected more people.
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Where can customers raise privacy questions?
Freedom’s privacy policy identifies Videotron Ltd. as doing business as Freedom Mobile. The policy says customers may ask for access to personal information, request corrections, and ask for removal subject to legal, regulatory, and business requirements. It lists the Chief Privacy Officer and privacyofficer@freedommobile.ca as a privacy contact. These are the company’s stated policy options, not legal advice about an individual case. Freedom Mobile Privacy Policy
Freedom’s notice also links to the Canadian Anti-Fraud Centre for general fraud-prevention information; the cited sources do not establish any case-specific finding by the agency.
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