Residential Needs > Shop for Digital Phone > FAQ |
 |
FAQ |
|
|
|
Q: Does Cogeco Digital Phone support the traditional 911 service?
A: With Cogeco Digital Phone, you get the full support to the 911 and Enhanced 9-1-1 (E9-1-1) emergency services. When you dial 9-1-1 from your Cogeco Digital Phone, our systems provides your name, address and telephone number to the emergency control centre serving your municipality, the same way as with traditional telephone. |
Back to top  |
| |
Q: How does Cogeco Digital Phone Service work?
A: Cogeco Digital Phone Services are digitized in the home, ensuring the highest level of voice quality. With Cogeco Digital Phone Service, voice communications are transported through a dedicated channel of your cable network, which guarantees that there will not be any interference with your data communications. This means your telephone conversations will be crystal clear and your communications will be of high quality.
|
| Back to top |
| |
|
Q: Will my telephone service work if there is no power?
A: In the event of a power failure, your telephone service will continue to operate since the multifonction cable modem is equipped with a battery back-up supporting up to 8-hours stand-by time.
|
| Back to top |
 |
Q: Where can I call with my new Cogeco Digital Phone Service?
A: You are free to call anywhere within Canada and the continental US (excluding Hawaii and Alaska) at any time. Overseas calls, however, are not available at this time with this service. Cogeco has partnered with Gold Line, a premier international calling prepaid provider. Their service allows you to make calls to anyone outside Canada and the US from your home phone to stay connected with your loved ones. For more information, please visit www.goldline.net/cogeco or call Gold Line’s customer service at 1-866-619-7708.
|
| Back to top |
|
Q: Can I receive collect calls?
A: No, you will not be able to receive collect calls on your phone at this time.
|
| Back to top |
|
Q: Is the "bill-to-third-number call" service available?
A: No, this service is not available at this time. All calls you make are included in your unlimited calling plan.
|
| Back to top |
|
Q: Will my name be listed in the phone directory?
A: Yes, the name appearing on your phone bill will be the one displayed in the phone directory. For a monthly fee of $2.00, you can have your name and phone number not listed in the phone directory. Note that your name will still be displayed when you make phone calls unless you dial *67 before each call.
|
| Back to top |
|
Q: Can I receive calls from overseas?
A: Yes, incoming calls placed from outside Canada and the continental US will be put through to you just as they were before you switched phone services.
|
| Back to top |
|
Q: Can I call toll-free numbers?
A: 1-800, 1-888, 1-877 and any other toll-free numbers you could access before, you can access now with Cogeco Digital Phone Service. In the case of toll-free numbers, you don't need to dial "1" before the "8xx" toll-free number. However, please note that the call will still go through if you dial "1".
|
| Back to top |
|
Q: Will my Cogeco Internet connection or Cogeco Digital Cable be affected by this service?
A: Even though they use the same channel, you can use your phone and the Internet at the same time, without any problems with either service. This also applies to your Cogeco Digital Cable Service, which will not be affected by your Cogeco Digital Phone.
|
| Back to top |
|
Q: Are there other features or services that are not currently available?
A: There are a number of services that are not available at the moment but will be launched in the future. Here are some examples:
- Last Call Return *69
- Three-Way Calling
- International calling
- 900-976 numbers
Our website - cogeco.ca/telephony - will have details of new services as they become available.
|
| Back to top |
|
Q: Is *57 Call Trace available?
A: Yes, this service is available and part of the monthly fee.
In emergency situations, the Call Trace service gives you the means to stop unwanted calls by tracing the last call received. The service is free of charge and may be used only to protect you from unwanted calls. You must limit its use to serious situations in which you are prepared to file charges, i.e. notify the police and make an official complaint. Once your complaint has been registered, and proof of warrant is received, Cogeco will transmit the telephone number, the date and the time of the call to the police. Just dial *57 immediately after the undesirable call has been received. Pertinent information will be stored for safekeeping by Cogeco.
|
| Back to top |
Q: Is *67 Call Display Blocking available?
A: This feature is available and free of charge.
The Call Display Blocking service prevents those you call from viewing your name and telephone number on their call display. Your name and phone number remain unknown to them. Just dial *67 before each call to remain anonymous.
|
| Back to top |
Q: Is 711 Message Relay Services available ?
A: Yes, this feature is available and included without additional charge in your monthly fee. Relay services 711 is a service that allows hearing-impaired and/or speech-impaired individuals to communicate by phone with any other non-impaired persons with a relay agent acting as an intermediary. |
| Back to top |
Q: Why can't I move my multifunction cable modem?
A: A lock has been put to ensure that 911 calls will be handed off to the Emergency 911 Call Center serving your residence which could not happen if the equipment is moved from its initial location.
|
| Back to top |
Q: How many voice mail messages will your service allow?
A: You will be able to receive up to 20 messages of 5 minutes in length per messages.
|
| Back to top |
Q: Can I change the number of rings before voice mail picks up?
A: No, it is not possible to change the number of rings.
|
| Back to top |
|
Q: Can I access my voicemail remotely?
A: You can access your voicemail remotely by using the following remote access phone numbers;
- Toll-Free: 1-866-669-8383
- From Burlington/Milton/Waterdown: 905-635-2300
- From Toronto: 416-673-5700
- From Oakville: 905-582-1000
- From Hamilton: 905-393-2000
- From Windsor: 519-962-3500
- From Kingston: 613-767-3001
You will be prompted to enter your 10 digit Digital Phone home phone number followed by the # key and then your voicemail password.
|
| Back to top |
Q: What is 10-digit local dialing?
A: 10-digit local dialing means that when dialing a local number, you'll simply need to add the 3-digit area code to the 7-digit phone number you've always called. This will become necessary due to an important increase in the demand for new phone numbers. Click here to learn more about 10-digit local dialing.
|
|
|
Q: Is Cogeco Digital Phone Service compatible with fax machines and interac/debit systems?
A: The Cogeco Digital Phone service currently offers 2 phone lines for voice communications purposes. Should you want to connect a fax machine on the second line, most fax machines using the T.30 standard (often referred to as Group 3) should work with our Digital Phone service. |
|
|
Q: What if I have a question that is not answered here?
A: You will find cogeco.ca/telephony an excellent place to go for additional information on your service. You can send us an e-mail at phone.support@cogeco.com or, if you are more comfortable, you can phone us at 611 from your phone or call our Customer Support number at
905-333-5522 or 1-800-267-9000 (toll-free). |
| Back to top |
|
|
|
