1: If I subscribe to a Call Management Service online, when would I have this service activated on my line?
You have to allow 48 working hours to our Customer Service to treat your order. Your service will be activated on your line at the latest the next 3rd workday.
2: What are the Pay-Per-Use services and their using rates?
Certain Call Management Services are available without a monthly subscription. You can use these services as and when you need them.
The Call Management Services currently available on a pay-per-use basis are:
*69 Last Call Return
*66 Busy Call Return
Each time you press *66 or *69, you will be billed $2.50, up to a maximum of $23.95 a month for the use of both functions combined. Once you reach the maximum $23.95, the two services are free.
You will be billed $2.50 each time you press *71, up to a maximum of $23.95 a month. Once you reach the maximum of $23.95, this option is free.
Do you use these services a lot?
Depending on how often you use them, you might want a monthly subscription to Call Return or Three-Way Calling.
3: How to take your messages remotely
Starting in September 2016, there are three different ways to take your messages from outside your home or your business.
First, you can dial the local Voice Mail access number that was provided at time of subscription. Then dial your telephone number, including the area code.
Second, you can dial your own telephone number, wait for your personal greetings and press 9.
Third, you can call the toll free number 1-877-235-5777 from anywhere in Canada. Then dial your telephone number, including the area code.
Once you have accessed your Voice Mail, you will need to dial your password.
4: What happens if there is a power failure and there are messages in my Voicemail mailbox?
Voicemail will keep messages even if a power failure occurs.
5: Is Voicemail compatible with a modem?
Voicemail and a modem can be compatible on the same line provided that you deactivate the message notification feature (intermittent tone or indicator light). This procedure eliminates any interference between the tone and the modem. You will, however, have to check regularly whether you have received any new messages by directly accessing your Voicemailbox.
How to activate or deactivate message notification:
6: I am subscribed to Voicemail and I use the Personalized Ring number to receive faxes. Will Voicemail intercept the faxes that I receive?
If your fax machine is equipped with a distinctive ring detector, the calls intended for the fax will be routed directly to your fax machine and will not be intercepted by Voicemail.
If your fax machine is not equipped with a distinctive ring detector, you will have to program your fax machine to answer after a higher number of rings than Voicemail to avoid your voice calls being sent to the fax machine. For example, if Voicemail is activated after three (3) rings, the fax machine must be set at eight (8) rings.
Why eight rings instead of four? The tone for the first Personalized Ring number is two short rings instead of one. If you want the fax machine to be programmed for a higher number of rings than your Voicemail service, you will have to program it for eight (8) rings, or the equivalent of two short rings 4 times. If your Voicemail service takes messages after 5 rings, you will have to program your fax machine for 12 rings, that is, two rings six times.
7: I am subscribed to Call Forwarding and Voicemail. What happens to my Voicemail service when I activate Call Forwarding?
Call Forwarding is a service that can be activated or deactivated as necessary. It is important to understand that Call Forwarding overrides Voicemail. This is to say that Call Forwarding is activated on the 1st ring, whereas Voicemail always comes on at the 2nd or higher ring, depending on the number of rings you have chosen. Thus, if you activate Call Forwarding, incoming calls will be transferred immediately to the call forward number you entered. Voicemail will not come on, even if there is no answer at the forward number or if the line is busy.
8: Can Voicemail take calls for a Personalized Ring number?
By default, calls to Personalized Ring numbers are not routed to your Voicemail service. If you want the calls to your Personalized Ring numbers to be forwarded to Voicemail, you must request this of a NorthernTel Customer Service agent by calling 1-800-360-8555.
Please note that, if you have two Personalized Ring numbers, you can have one or both of the numbers redirected to Voicemail.
9: My Voicemail service takes my calls before I have time to answer. Can I change the number of rings before it takes my messages?
You can change the number of rings before Voicemail takes your calls, at any time. Just press *94 on your phone keypad and then enter the digit for the number of rings desired. Hang up. Voicemail is now programmed.
10: Is it possible to deactivate my Voicemail service so that it does not take messages for a certain period of time?
You can deactivate Voicemail by dialing *93 on your phone keypad. To reactivate it later, dial *92. Your Voicemail service will be operating once again.
11: What happens when I have both Voicemail and a dial-up Internet access?
Before you access the Internet with a dial-up connection, you must listen to all your new messages waiting in Call Answer. If you still have messages waiting to be heard, you will not be able to connect to the Internet with your dial-up connection.
While you are on the Internet, all your calls will be directed to your Voicemail service.
If you have a phone with a message waiting indicator light, the light will only come on when you have quit the Internet. If you do not have a phone with a light, just lift the handset on your phone at the end of your Internet session and listen for an intermittent tone indicating that you have a message waiting in your Voicemail mailbox.
You do not need to deactivate the intermittent tone or light before you access the Internet with a dial-up connection. On the other hand, if you decide to turn off these features, you will have to regularly access your Voice mailbox directly to check for new messages.
12: What happens with Call Waiting when I am using a dial-up Internet connection?
When you are subscribed to Call Waiting and are using a dial-up Internet connection, it is important that you deactivate Call Waiting each time before you go on the Internet. Just press *70 on your phone keypad before you connect to the Internet. You can also type *70 before the Internet access telephone number on your computer. If you do not deactivate Call Waiting and you receive a call while you are on the Internet, your Internet session will be disconnected.
13: I am subscribed to Call Display and Call Screen. When I receive calls from numbers on my Call Screen list, can I see them in my phone’s display window?
When you are subscribed to Call Display only and you receive a call, the number is displayed on your phone’s display screen between the 1st and 2nd ring. However, if you are also subscribed to Call Screen service, you do not hear any ringing when the incoming call is from a telephone number on your Call Screen list and the number is not displayed on your phone screen. You are not aware of this call, as it is redirected to your Call Screen general message.
14: I am subscribed to Call Waiting and Call Forwarding. What happens with Call Waiting if I activate Call Forwarding?
When you activate Call Forwarding, it automatically overrides Call Waiting.
15: If I set up a Three-Way Call and I am subscribed to Call Waiting, will I hear the Call Waiting beeps if somebody calls me during my conversation?
No. Activating Three-Way Calling automatically overrides Call Waiting when the two services are installed or used on the same line.
16: Does Call Waiting work with Personalized Ring?
If you are subscribed to Call Waiting and Personalized Ring, you can determine for what number a waiting call is intended. You will hear a different number of beeps depending on whether the call is for your main line or for one of your Personalized Ring numbers:
Call Waiting recognition of Personalized Ring is available where technology permits. Otherwise, you hear a single beep when you have an incoming call.
17: I am subscribed to Personalized Ring and Call Forwarding. What happens to calls meant for my Personalized Ring number when I activate Call Forwarding?
By default, calls to your Personalized Ring number are not routed to Call Forwarding.
If you want the calls to your Personalized Ring number to be directed to Call Forwarding, you must make this request of a NorthernTel Customer Service agent by calling 1-800-360-8555.
18: When I place my calls, can I block my name from being displayed on other people’s telephones?
You can block your name from being displayed on other people’s telephones by dialing *67 before each call. The person you are calling will see instead “unknown name” and “unknown number” in the phone screen. *67 is a free service.
If you have a private telephone number, that is, one that is not published in the telephone directory, you can have your name and number blocked at all times without having to dial *67. Simply contact a NorthernTel Customer Service agent at 1-800-360-8555 to make your request.
19: Can I change how my name appears on phone screens?
Your full surname must appear. You can, however, ask that your first name appear as an initial or in full, up to a maximum of 15 characters.
20: I am subscribed to Call Trace. Can I find out the number I have had traced?
For your security, the only people authorized to know the telephone number you had traced using Call Trace are the police, when they request us to give it to them. For more information, contact your Police Department.
21: I am trying to reach my office at 1-800-123-4567, but the line is always busy. I tried dialing *66, but I am told that the call cannot be completed. Why?
*66 service does not work with 411, 611, 911, 1-800, 1-900 and 555-1212 calls.
22: How can I have a line that gives a busy signal checked?
To have a line that gives a busy signal checked, dial 0 (zero) and ask the operator for a busy line verification or interruption. Charges apply each time an operator verifies if a line is in use ($2.00) or interrupts a conversation that is in progress on a line ($4.25). On a long distance call, these charges are in addition to the long distance charge.
When an operator verifies a busy signal and interrupts a conversation on the same request, only the interruption charge applies.
These charges do not apply: