Support

I've set up my internet account, how do I get my e-mail addresses?

Call or e-mail our support department and we will gladly get them set up for you.

I lost or need to change my e-mail password. How do I do this?

Call us at 1-877-542-9945 or e-mail our support department.

I need more space in my inbox!

Each e-mail account comes with 25MB of space. This is more than enough for most people but sometimes you need a bit more room. Contact us if you require more storage.

What sort of Virus/Spam Protection do you provide with your e-mail?

It is estimated that 90% to 95% of e-mail is spam. Our e-mail servers run Spam Assassin to try and keep spam at a minimum. We do NOT run active virus scanners to detect viruses embedded directly in e-mails such as Trojan Horses, Keyloggers etc.

How to configure your e-mail client:

• Outlook Express
• Outlook 2003
• Outlook 2007

How to use your touch tone features

Call Display

• After one to two telephone rings, the name and number of the caller will be displayed, including calls made from non-published numbers.If a caller has intentionally blocked the display of their name and number, ―Private Number‖ and ―Private Name‖ will appear on your display screen.
• When you combine Call Display and Call Answer services you have the choice of answering immediately after recognizing the caller’s number, or letting Call Answer service take the call for you.

Call Waiting

To answer a waiting call (when you hear the beeps), briefly press the Link or Flash button. To return to the original call or to alternate between callers, briefly press the Link or Flash button. To end the first call before answering the second, hang up. The phone will ring with the second call.

To temporarily turn off Call Waiting signals before placing a call:

• Lift the receiver and press *70 or dial 1170 (rotary phones) and listen for a tone confirming the signals have been turned off. Place your call.
• Your callers will now receive a busy signal during this time or be routed to Call Answer service (if you subscribe to it). Call Waiting service will be turned back on automatically once you hang up.To temporarily turn off Call Waiting signals during a call
• Press the Link or Flash button briefly. Press *70 or dial 1170 (rotary phones) and listen for two short beeps confirming the signals have been turned off.
• You will be returned to your call.
• Your callers will now receive a busy signal during this time or be routed to Call Answer service (if you subscribe to it). Call Waiting service will be turned back on automatically once you hang up.

To turn off Long Distance Signals:

Long distance signals can interfere with the operation of your answering device or ring selector. To turn off the long distance signals lift the receiver and press *49 or 1149 (rotary phones) and listen for one long beep.The long distance signals have been turned off until you restore them. To restore the long distance signals, repeat the above steps. Two short beeps will confirm that they have been turned back on.

Call Answer

How to set up Call Answer service for the first time:

• From home, dial *98. Your mailbox number is always your telephone number.
• Enter your temporary password, which is the same as your telephone number excluding the 3 digit area code. Ex: 555-5555
• Enter a new password –It can be any combination of 4 to 15 digits not beginning with 0.
• Record your name or telephone number as a personal identification.
• Record a greeting that callers will hear when Call Answer service picks up. If you prefer, you may use the system’s prerecorded greeting.
• Press the * key to exit. Your Call Answer voice mail is now ready to automatically answer your calls.

To change number of rings: Enter *94. After 3 beeps, enter the number of times you want the phone to ring before taking messages (0 to 9).

To change your personal greeting: Enter *98 followed by your password. Respond to the voice prompts in the following order: 4, 3, 1, 2, record, #.

To change your pre-recorded name or phone number: Enter *98 followed by your password. Respond to the voice prompts in the following order: 4, 3, 3, new name, #.

To change your password: Enter *98 followed by your password. Respond to the voice prompts in the following order: 4, 2, 1 , new password, #.

Call Forwarding

How to use Call Forwarding service:

• Lift the receiver and press *72 (or dial 1172 on rotary phones). Listen for three beeps followed by dial tone. Dial the phone number to which your calls are to beforwarded. If the person answers, keep the line open for at least 5 seconds to establish service.
• If the number is busy or does not answer hang up. Lift the receiver and press *72 (or dial 1172 on rotary phones). Dial the number to which your calls are to be forwarded, listen for two beeps and hang up.

To cancel Call Forwarding service: Lift the receiver and press *73 (or dial 1173 on rotary phones). Listen for two beeps and hang up.

Visual Call Waiting

How to use Visual Call Waiting service:

• Local calls are signaled by a short beep while long distance calls are signaled by one long and two short beeps. After one to two signals the name and number of the caller will be displayed.
• To answer the waiting call briefly press the Link or Flash button.
• To return to the original call or to alternate between callers briefly press the Link or Flash button.
• To end the first call before answering the second, hang up. The phone will ring with the second call.

To temporarily turn off Visual Call Waiting signals before placing a call:

• Lift the receiver and press *70 or dial 1170 (rotary phones) and listen for a tone confirming the signals have been turned off.
• Place your call.
• Your callers will now receive a busy signal during this time or be routed to Call Answer service (if you subscribe to it). Visual Call Waiting service will be turned back on automatically once you hang up.

To temporarily turn off Visual Call Waiting signals during a call:

• Press the Link or Flash button briefly. Press *70 or dial 1170 (rotary phones) and listen for two short beeps confirming the signals have been turned off.
• You will be returned to your call.
• Your callers will now receive a busy signal during this time or be routed to Call Answer service (if you subscribe to it). Visual Call Waiting service will be turned back on automatically once you hang up.

To turn off long distance signals:Long distance signals can be turned off if they interfere with the operation of your answering device or ring selector. To turn off the long distance signals lift the receiver and press *49 or 1149 (rotary phones) and listen for one long beep.The long distance signals have been turned off until you restore them. To restore the longdistance signals, repeat the above steps. Two short beeps will confirm that they have been turned back on.

Call Privacy

With Call Privacy service, once a call has been intercepted, and the caller has identified themselves, you simply have to look at your telephone display screen to decide whether you would like to take the call and be immediately connected to the caller. The caller will be asked to identify themselves by either pressing the star key to enter a 10-digit number, or releasing their number by pressing the pound key. A number must be entered or released before their call will ring through. To allow private numbers that call you frequently (such as calls from cellular phones) to get through to you automatically, you can add these numbers to your Selective Acceptance List. The service also allows you to set a Friends & Family Pass Code so friends and family members who call from either private or unknown numbers can get through immediately, without being intercepted. Call Privacy service offers you flexibility by giving you the option to turn the service ON or OFF. You also have the ability to screen out unwanted callers by redirecting these callers to a courteous recording. And, if you’re a Call Answer or Call Answer Message Manager service subscriber, you can enjoy peace and quiet without the phone ringing, by sending calls directly to your voice mailbox for a specified period of time.

To customize your Call Privacy service press *11 on your phone to:

• Turn Call Privacy service On or Off
• Access your Selective Acceptance List
• Set a three-digit Friends & Family Pass Code
• Set Peace & Quiet time (must be subscribed to Call Answer) Then listen to the voice announcements for instructions.

To screen out certain unwanted numbers: Lift the receiver and press *60. Then listen to the voice announcements for instructions. Please note Call Privacy service does not intercept calls that are displayed as unknown name or private name, therefore these calls will ring through.

An important thing to keep in mind with DSL is that like any technology, there are a thousand points of possible failure between the equipment at the phone company and your computer. What we've found in our time doing troubleshooting with DSL is that in 90% of cases, it is not the DSL connection that is causing the problem but an issue at the customers premise. This can be one of several things:

• Modem/router just needs a reset: Simply turn the power off (or unplug) for a few seconds and then plug them back in.
• Modem/router has died or been fried in an electrical storm.
• Equipment was moved and not reinstalled properly.
• Excessive rain in your area. Water gets in the lines and can slow things down for a bit.
• Computer Issues

The above issues are all the customers responsibility. Our responsibility is to get the DSL signal to the demarcation point on the outside of your house; we are not responsible for internal wiring or the functionality of your equipment.

When you call support with a DSL related issue, we are going to walk through the following troubleshooting guide to try to be 100% sure it's not an issue on your end. This is to your benefit because Bell is now charging $110.00 Diagnostic Maintenance Charge if they are dispatched and do not find a problem with your service up to the demarc point on your house. So if the problem is not on Bell's end, it's going to cost you; and we'd rather not have you pay it either!

Download this to your computer now so you have it handy in case of connection problems!

DSL Troubleshooting Guide

Still having trouble? Give us a call at 1-877-542-9945.

This area is currently under construction. Please call 1-877-542-9945 if you have any support related questions. Thank you.

Receiving Faxes

When faxes are sent to your number our systems receive the fax and then convert it to an industry standard PDF file (or TIFF graphic file if you prefer). TIFF's are universally supported by Windows PCs and Mac's and will automatically open when you click on them.

The TIFF or PDF file is then attached to an email and sent to you at the email address(es) you have assigned. When you receive the email you can view the fax onscreen and then you have the option to either print, save, forward or delete the email - the choice is yours.

If you have any more questions please visit our FAQ's.

Sending Faxes

With a FaxCentral Internet Fax account you can send a fax from your desktop in two different ways provided you have an internet connection:

• Email: You can email the document(s) & images to our server which will then convert the documents into a faxable format and send it to the fax number you specified in the email message.
• Via Web Site: You can follow the step-by-step directions on our website.

We support most popular office and image file formats.

How to Send a Fax by E-mail

Sending a fax by Email is very easy, all you need to do is follow these easy steps.

Step 1

• Open your Email program and "Create a New" Email message just like you normally do.
• In the "To" field enter the destination Fax Number followed by "@faxcentral.ca".
  
  The destination fax number must include the Country Code + Area Code + Number.

Step 2

• Attach the document(s) you want to fax. Supported file types include Microsoft Word, Excel, PowerPoint, Snapshot, PDF, Text files and HTML to name a few.
  
  You can attach as many documents as you like and they will be faxed in the order they are attached.

Step 3

• Click on "Send" to send the email. FaxCentral Internet Fax will convert the email and the attachments and then fax them to the recipient your specified.
• You will receive an Email with the status of your fax transmission.

That's how EASY it is to send a fax by Email!