If you’re moving, looking to make a change to your speed or want to change ownership of your account to another individual you can use our Change of Service Form.
When the number of inbound calls exceeds the number of agents or during non-office hours, you will be sent to voicemail to leave a message for a callback in priority sequence. We felt this was a better option than leaving you sitting on hold for 45 minutes like a lot of other ISP’s do; this leaves you free to do other things rather than be tied to the phone waiting. If you get sent to voicemail, please LEAVE A MESSAGE. Calling back during these times will only delay talking to an agent. We typically target a response time of 1 hour for callbacks. E-mail requests sent either through the contact form or directly to firstname.lastname@example.org will get the quickest response. If you still have the ability to e-mail through your phone or other device we recommend this method.
We do not provide support in programming your modem or router.
A Diagnostic Maintenance Charge occurs when Bell has been dispatched to check your line and they find no fault between the Central Office and the demarcation point on your house. In layman’s terms, if there is a clear DSL or phone signal getting to your house which is all they (and we) are obligated to provide under our Terms of Service and the fault resides either in the customers equipment or home wiring, a $110.00 charge will apply.
We do not want to see you incur this charge any more than you do. This is a straight charge from Bell to us which we must pass on to you. They’ve instituted this charge due to the exceedingly high number of dispatches that turned out to be a customer side problem which they are not responsible for. So before dispatching Bell the the customer will have to agree to pay the $110.00 DMC charge ‘IF’ Bell does not find a fault on their end.
These instructions are for landline phone services only, for VoIP service see tab to the right.
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:
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.
How to set up Call Answer service for the first time:
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, #.
How to use Call Forwarding service:
How to use Visual Call Waiting service:
To temporarily turn off Visual Call Waiting signals before placing a call:
To temporarily turn off Visual Call Waiting signals during a 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.
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:
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.
The most important thing to understand about Voice Over Internet (VoIP) is that it is NOT like your old Bell landline; it requires a dependable high speed connection to work properly. This means that if your internet connection is interrupted or your power goes out, your phone service will not work. If your internet has been down for a period of time you may need to power cycle the phone adapter to make sure it reconnects to the internet to ensure it works properly.
If you get a message ‘device not registered’, it means the phone adapter is not receiving an internet signal. Power cycle all your equipment; modem, router and phone adapter. Wait a few minutes until all the lights on the adapter come back on and try again.
*67 – Calling Line ID Delivery Blocking per Call
*72 – Call Forwarding Always Activation
*73 – Call Forwarding Always Deactivation
*74 – Call Forwarding Always To Voice Mail Activation
*75 – Call Forwarding Always To Voice Mail Deactivation
*78 – Do Not Disturb Activation
*79 – Do Not Disturb Deactivation
*92 – Call Forwarding No Answer Activation
*93 – Call Forwarding No Answer Deactivation
*94 – Call Forwarding No Answer to Voice Mail Activation
*95 – Call Forwarding No Answer to Voice Mail Deactivation
*98 – Voicemail Box
IMPORTANT: The first thing many people do when their internet stops working is they hit the reset button on the back of the modem. DO NOT DO THIS. It will erase all the settings in your modem and guarantee you will not get online again until it is reprogrammed. ‘Power cycling’ is the act of turning off (or unplugging) the modem for a few seconds and turning it back on again.
No Sync (ADSL light is off) Also known as ‘Forget about the internet light for a minute!’
If your internet stops working, this is the first thing to check. The ADSL light is an indicator of whether a signal is actually getting to the modem. If it isn’t, then nothing else is going to work. Here is a list of things to check if you have no ADSL light on the modem:
Since cable is a shared connection with other users in your neighborhood, during peak hours when the most people are online (6pm- 11pm) you will not get the full speeds based on the package you ordered. Although it should never be so bad you can’t surf; this could indicate a different problem. Try these steps to try to narrow down where your problem may be.
It’s a revolt against the high prices and poor service Canadian internet customers have had to endure for too long! Join the revolution today to see what value, reliability and personal service really looks like!