Online and email support is available 24/7/365.
Tips for contacting support
When the number of inbound calls exceeds the number of agents, 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.
What is a DMC (Diagnostic Maintenance Charge)?
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.
Things to know about your Digital Phone Service
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.
Digital Phone Feature Codes
*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