TEL-GDB(A)-PRO-002-0809:TEL-GDB(A)-PRO-002-0808 9/18/08 3:24 PM Vidéotron Telephony TEL-GDB(A)-PRO-002-0809 User’s Guide Page 1
TEL-GDB(A)-PRO-002-0809:TEL-GDB(A)-PRO-002-0808 9/18/08 3:24 PM Page 2 How to reach us Customer Service Technical Support Montréal (514) 281-1711 (514) 841-2611 Québec City (418) 847-4410 (418) 842-2611 Saguenay (418) 545-1114 (418) 543-4611 Outaouais (819) 771-7715 (819) 771-2611 Toll free 1 88-VIDEOTRON 1-877-380-2611 Business hours: Business hours: Monday through Friday, 7:30 a.m. to 9:30 p.m 24 hours a day, Saturday, 8:00 a.m. to 6:00 p.m. 7 days a week Sunday, 9:00 a.m.
9/18/08 3:24 PM Page 3 INTRODUCTION . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .4 ASSISTANCE SERVICES . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .5 Customer Service . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .5 Technical Support and Repair service (611) . . . . . . . . . . . . . . . . . . . . .5 Operator (0) . . . . . . . . . . . . . . . . . . . . . . . . . . . .
9/18/08 3:24 PM Page 4 Welcome to the Vidéotron telephony universe. Your residential phone line is now connected to Vidéotron’s network: your telephone and telephone jacks are now linked to our switching centre. You are linked to our network via the cable that gives you access to our cable television and Internet services. The cable signal is processed by a multifunction cable modem installed in your home. This modem links your telephones to Vidéotron’s cable.
Customer Service 6 1 1 Technical Support and Repair Service 0 Operator 9/18/08 3:24 PM Page 5 For any questions, concerning your telephone service or your Vidéotron invoice, do not hesitate to contact our Customer Service at: (514) 281-1711 /1 88-VIDEOTRON Monday through Friday, 7:30 a.m. to 9:30 p.m. Saturday, 8:00 a.m. to 6:00 p.m. or e-mail us at serviceclient@videotron.ca To guarantee an optimal service, our network is closely monitored, 24 hours a day, 7 days a week.
Relay service for the hearing or speech-impaired 9/18/08 3:24 PM Page 6 The relay service provides telephone accessibility to persons with hearing problems who use a telecommunication device for the deaf, a teletypewriter or other type of specialized device to place or receive calls. A hearing person wishing to contact someone who is hearing or speech-impaired via the relay service can do so by dialing this toll free number 1-800-855-0511. There is no charge for local calls.
Dialing local calls 9/18/08 3:24 PM Page 7 Vidéotron telephone service can meet all your communication needs all under one roof. From basic local service to optional features such as Call Display or long distance, Vidéotron offers a wide range of services tailored to your needs.
Long distance calls 9/18/08 3:24 PM Page 8 As a cable telephone service subscriber, you have the option of bundling our long distance services with your local service from Vidéotron. Our long distance services let you make calls within Quebec, to other Canadian provinces, around North America and overseas. Long distance plans Many attractive long distance plans that may meet your needs are available. Contact our Customer Service for details.
/18/08 3:24 PM Page 9 Vidéotron offers a variety of optional features to suit every lifestyle and budget. Convenient tools that will soon become indispensable! * 9 8 Voice Mail With Voice Mail, your calls get redirected to your Vidéotron voice mail box whenever you’re on the phone or are unable to take a call. Your messages are accessible from any telephone. Service initialization To make your Voice Mail operational, you must first initialize it.
Voice Mail 9/18/08 3:24 PM Page 10 Access to your Voice Mail There are three ways to access your Voice Mail: From home Dial Away from home Dial your telephone number. Press 1 as soon as you hear your greeting message, then follow the instructions. When away from home without making your telephone ring Dial the Voice Mail access number and follow the instructions. Then dial your 10-digit telephone number and enter your password. SEE * 9 8 . Enter your password.
Voice Mail 9/18/08 3:24 PM Page 11 Handy tips Skip the greeting message of another service subscriber Press # at the beginning of the greeting message and leave your message after the beep. Cancel the message you are recording Press Find out who left a message and when Press 5 while listening or at the end of the message to find out the date, time, source and duration of the message as well as the caller’s number, where available.
Voice Mail 9/18/08 Page 12 Customizing your Voice Mail Customizing of your Voice Mail Press * 9 4 . Wait for the tone and enter the number of ringings you want to hear (between 0 and 9) before the system takes the message. Two beeps followed by the dial tone will confirm execution of the command. The default settings consist of 4 ringtones. Customizing your greeting message Press * 9 8 , then your password. Follow the instructions in this sequence: 4 , 3 , 1 , 2 , * , record, # .
9/18/08 3:24 PM Page 13 Access to Voice Mail 1. Dial * 9 8 2.
Call Display 9/18/08 3:24 PM Page 14 As its name implies, Call Display allows you to see the telephone number and name of the person trying to reach you before you lift the receiver. Call Display requires a telephone with a display screen. When your telephone rings, the caller’s number and name are displayed on your telephone between the first and second ring. Find out who is calling before answering.
* 7 2 Call Forwarding 9/18/08 3:24 PM Page 15 Often away and hard to reach? With Call Forwarding, you can have your calls automatically forwarded to a number where you can be reached, including your cell phone, your pager or any other valid phone number. If someone tries to call you while Call Forwarding is on, your telephone will ring briefly to remind you that the service is activated. You can make outgoing calls but you cannot receive any calls.
Call Waiting 9/18/08 3:24 PM Page 16 With Call Waiting, you never miss a call because you are on the telephone. A brief tone alerts you to another incoming call. Using distinctive tones, this service also allows you to determine whether the call waiting is local or long distance. Incoming calls also have a distinctive sound to determine whether the call is local or long distance. Three options to answer a Call Waiting: No missed calls while you are on the phone.
Call Waiting 9/18/08 3:24 PM Page 17 Deactivate Call Waiting In some situations, you may prefer not to be disturbed by another incoming call. To temporarily deactivate the service before making a call: Visual Call Waiting 7 0 . • Pick up the handset and dial • You will hear two short tones followed by a continuous tone. • Make your call. • The Call Waiting service will automatically be reactivated when you hang up.
9/18/08 3:24 PM Page 18 This feature lets you obtain and redial automatically the number of the last person who called. * 6 9 How to use Last Call Return: • To find out the number of the last caller, press • A message will give you the number of the last caller and offer to redial this number automatically if you press 1 ; charges may apply. • If the line is busy, a message will offer to monitor the line for 30 minutes and let you know when it is free.
* 7 1 Three-Way Calling Add a third party to your conversation. 9/18/08 3:24 PM Page 19 This service allows you to talk with two people at the same time, no matter where they are. How to use Three-Way Calling: • Ask the first person to stay on the line. • Press the receiver button or the FLASH or LINK key to go from one caller to the other. • Wait for the tone, then dial • This will establish one-on-one communication.
* 5 7 Call Trace Trace unwanted calls. 20 9/18/08 3:24 PM Page 20 With Call Trace, you can have the caller’s number traced if you are harassed by threatening or obscene calls. Call Trace should only be used in serious situations. If you repeatedly receive harassing calls, you should call the police so they can investigate. How to use Call Trace: • Hang up after receiving the call. • Pick up the handset and wait for the tone.
9/18/08 3:24 PM Page 21 Summary table Optional features Voice Mail (p. 9) • When unable to take a call • When on the phone Activation or Access procedure * * * 9 9 9 8 2 0 Deactivation - * * 9 9 3 1 Comments As part of a package or as an option on a monthly basis only. Voice Messages by E-mail (p. 9) - - As part of a package or as an option on a monthly basis. Call Display (p. 14) - - As part of a package or as an option on a monthly basis only. - This service is free.
Billing methods 9/18/08 3:24 PM Page 22 The statement of account for your Vidéotron telephone service will be sent on a monthly basis or at the same frequency as your other services. It provides details about the charges for your telephone line, optional features (monthly and per-use rates), long distance calls, and use of operator and Directory Assistance, plus the applicable taxes.
General description 9/18/08 3:24 PM Page 23 The multifunction cable modem* can supply two separate telephone lines in addition to the cable Internet access. The multifunction cable modem is an essential component of your telephone service. Do not disconnect the power or telephone jack as this could interrupt your telephone service. This modem is designed to fit into your workspace. It can be placed horizontally, upright (fig. 1) or mounted on the wall using the screws supplied with the unit.
Front panel 9/18/08 3:24 PM Page 24 The front panel of certain multifunction cable modems is equipped with a Standby button and indicator lights to show the status of the modem. The Standby button switches off the Internet link without cutting off the telephone link. When you press the Standby button, the modem switches to the following modes: • Inactive mode (normal): the modem is linked to Vidéotron's Internet network.
Front panel 9/18/08 3:24 PM Page 25 4 Online (Internet network) The modem is connected to Vidéotron’s network. 5 Link (Computer hook-up) The modem is connected to a computer, either by the Ethernet network cable or the USB cable. 6 Telephone 1 or Tel 1 Vidéotron No. 1 telephone line is active. This light flashes when the telephone line is been used. 7 Telephone 2 or Tel 2 Vidéotron No. 2 telephone line is active. This light flashes when the telephone line is been used.
Rear panel 9/18/08 3:24 PM Page 26 The multifunction cable modem includes the connections required to hook up two separate telephone lines and a computer for Internet service (using an Ethernet or USB cable), power source and Vidéotron cable. Figure 4 1 2 3 4 5 6 7 Multifunction cable modem rear panel connections* (fig.
Ethernet connection troubleshooting/ Solution 9/18/08 3:24 PM Page 27 Problem The Ethernet port does not transmit data. Solution 1. 2. 3. 4. 5. 6. 7. Make sure the multifunction cable modem is powered (the Power indicator light should be on). Make sure the multifunction cable modem has finished transmitting or receiving a signal and that it is not on standby (available on certain models only).
USB connection troubleshooting/ Solution 9/18/08 3:24 PM Page 28 Problem The data service is not working or the computer does not automatically detect the multifunction cable modem through the USB connection. Solution 1. 2. 3. 4. 5. 6. 7. 8. Check that the multifunction cable modem is powered (the Power indicator should be on). Make sure the multifunction cable modem has finished transmitting or receiving a signal and that it is not on standby (available on certain models only).
Telephone connection troubleshooting/ Solution 9/18/08 3:24 PM Page 29 Problem Telephone access is unavailable (whether you hear a busy tone or no tone at all). Solution 1. 2. 3. 4. 5. 6. 7. 8. Make sure the multifunction cable modem is powered (the Power indicator light should be on). Make sure the multifunction cable modem has finished transmitting or receiving a signal. The Standby function (available on certain models only) does not affect the telephone service.
TEL-GDB(A)-PRO-002-0809:TEL-GDB(A)-PRO-002-0808 Notes 30 9/18/08 3:24 PM Page 30
TEL-GDB(A)-PRO-002-0809:TEL-GDB(A)-PRO-002-0808 9/18/08 3:24 PM Page 31 Notes 31
TEL-GDB(A)-PRO-002-0809:TEL-GDB(A)-PRO-002-0808 Notes 32 9/18/08 3:24 PM Page 32
TEL-GDB(A)-PRO-002-0809:TEL-GDB(A)-PRO-002-0808 9/18/08 3:24 PM Page 33 Notes 33
TEL-GDB(A)-PRO-002-0809:TEL-GDB(A)-PRO-002-0808 Notes 34 9/18/08 3:24 PM Page 34
