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| TROUBLESHOOTING |
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| Q: What should I do if there's no telephone signal/dial
tone? |
| Q: What should I do if my phone doesn't ring? |
| Q: What do I do if I have a router? Will the multifunction cable modem
interfere with my configuration and the installation of my
network? |
| Q: Is Cogeco Digital Phone Service compatible with
home alarm systems? |
| Q: What if I am having difficulty calling a phone number in Canada
or the continental US? |
| Q: Do I need to have a computer turned on to use Cogeco Digital Phone
Service? |
| Q: What is the best way to reach Cogeco Digital Phone Customer
Support? |
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Q:
What should I do if there's
no telephone signal/dial tone?
A:
Make sure that your multifunction cable modem is powered
on, but in the event of a power failure, the battery of your multifunction cable
modem will take over for up to 8 hours. The phone service will not work
in the event of a network failure or a cable modem failure. Cogeco will do everything possible to restore normal service as soon as
possible following a power, network, or cable modem
failure.
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Q: What should I do if my phone
doesn't ring?
A:
If you subscribe to 1 line, make sure the phone is plugged
into port 1 of the multifunction cable modem and not Line 2. If you subscribe to
2 Lines, make sure each phone is plugged into the appropriate port.
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Q:
What do I do if I have a
router? Will the multifunction cable modem interfere with my configuration and
the installation of my network?
A:
No. The multifunction cable modem connects your PC or
router directly to the Internet and should not cause any problems with your home
network. However, there are many routers and possible configurations and in the
unlikely event that you are having problems, please contact Customer Support at
assistance@cogeco.com
or call (819) 379-2624 or (toll-free
1-877-379-2624).
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Q: Is Cogeco Digital
Phone Service compatible with home alarm systems?
A:
Cogeco Digital Phone Service is compatible with
most home alarm systems. There are no technical reasons why other systems should
not work. In any case, we recommend that you contact your home alarm company to
make sure they are compatible and that they provide the support.
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Q:
What if I am having
difficulty calling a phone number in Canada or the continental
US?
A:
Remember, you do not need to dial "1" before the
10-digit number.
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Q:
Do I need to have a
computer turned on to use Cogeco Digital Phone Service?
A: No, Cogeco Digital Phone
Service does not require the use of your computer. Although it is based on the
same technology as your Internet service and uses the same cable modem, your
Cogeco Digital Phone Service operates independently from your Internet
connection and PC. You do not need to turn on your PC or use your PC to use your
phones. You do need to ensure that your cable modem is powered on, at all times, for your Cogeco Digital Phone Service to work.
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Q:
What is the best way to
reach Cogeco Digital Phone Customer Support?
A: Dial 611 from your
phone. We are available to assist you 24 hours a day, 7 days a week. From any
other phone, you may dial (819) 379-2624 or 1-877-379-2624 (toll-free). You can send us an e-mail at assistance@cogeco.com.
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