Is this another ‘Internet phone service’ (VOIP)?

No. With Home Phone your call will never go over the Internet. It is securely relayed over Northwestel’s state of the art coax network and directly transferred to the Public Telephone Network. Services are digitized in the office, ensuring the highest level of voice quality and telephone conversations that are crystal clear.

Do I need a computer to get Home Phone Service?

Customers must subscribe to one of Northwestel’s Cable Internet packages in order to receive the Home Phone product. Once the phone service is installed you use a regular telephone.

Can I keep my existing phone number?

Yes. If you wish to continue to use the same phone number you are using with Telus, we’ll take care of all the details for you. If you wish to obtain a new phone number from Northwestel, you will need to contact Telus to let them know you no longer require their service.

Does my service include a listing in the phone book?

Yes. You will still have a listing in the residential section of the white pages in the same phone book you are used to being listed in.

Can I get an unlisted number?

Yes. When you sign up simply tell the customer service rep that you want your number to be unlisted.

Do I have to sign a contract?

No. There are no contracts to sign and no 'catches' with our service.

Where can I call with my new Northwestel Home Phone Service?

You are free to call anywhere within Canada and the continental USA (excluding Hawaii and Alaska) at any time. Overseas calls, however, are not available at this time with this service.

Can I receive collect calls?

Yes. You will be able to receive collect calls on your phone. Please note that you will be billed for any collect calls that you receive.

Can I call toll-free numbers?

1-800, 1-888, 1-877 and any other toll-free numbers you could access before, you can access now with Northwestel’s Home Phone Service.

Are there any phone numbers that I cannot access with my Home Phone service?

1-900 and 1-976 numbers are not available at this time.

How many voice mail messages will your service allow?

You will be able to receive up to 20 messages of 5 minutes in length per messages. Messages can be stored for up to 21 days.

What if the power goes out? Will my phone service work?

In the event of a power failure, your telephone service will continue to operate since the multifunction cable modem is equipped with a battery backup supporting up to 8-hours stand-by time.

Do I have 911 service?

Northwestel offers a form of 911 Dialing service similar to traditional 911 service but has some important differences and limitations. With Northwestel’s Home Phone 911 Dialing service, your call is sent to a national emergency call center. The call center operator will confirm your location information and then transfer your 911 call to the emergency response center nearest your location. You should be prepared to confirm your address and call-back number with the operator. Do not hang up unless told directly to do so and if disconnected, you should dial 911 again.

Why can’t I move my modem?

A lock has been put to ensure that 911 calls will be handed off to the Emergency 911 Call Center serving your office. Moving your cable modem without notifying Northwestel may result in Emergency Services being dispatched to the wrong address.

What happens to my existing phone jacks?

They will work like normal. With Northwestel’s Home Phone you use your regular telephone with your existing jacks!

Will my Northwestel Internet or Digital Cable be affected by this service?

No. Northwestel uses advanced technology to ensure that Internet traffic and your phone calls are totally separate on our network. You can use your phone and the Internet at the same time, without any problems with either service. This also applies to your Northwestel Digital Cable service, which will not be affected by your Home Phone service.

Can I access my voicemail remotely?

You can access your voicemail remotely by using the following remote access phone numbers: (780) 821-4100 or (867) 765-5900. You will be prompted to enter your 10 digit Home Phone number followed by the # key and then your voicemail password.