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Telecommunication - FAQ's
- Do I have to switch my local service provider to switch long distance companies?
- How do I switch my long distance service provider?
- What Authorization do providers require before switching my long distance service?
- Who is authorized to switch my service to a new phone company?
- How long will it take before I am switched to the new service?
- How many bills will I receive, if I switch my long distance service provider?
- How do I make long distance calls with the new service providers?
- If I change local service providers can I keep my same telephone number?
- Will I be left without phone service during the switch?
- Will a change in local phone service affect my high-speed internet?
- Can equipment rented from my current service provider be transferred to the new provider?
- How many days after I sign up will my local service be transferred to the new service provider?
- Will I still receive my White and Yellow Pages Directories if I switch local providers?
- Can I transfer my features like voicemail to my new service provider?
- Who do I call if I have a complaint regarding my telephone service?
- What about calling cards? How do they compare?
1. Do I have to switch my local service provider to switch long distance companies?
No, you can sign up with another company for long distance and still keep your local lines with your present company.
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2. How do I switch my long distance service provider?
Just click the "Sign Up" button for the plan you select and fill out the online form. Your new long distance provider will notify your local service provider that you are switching your service to the new company.
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3. What Authorization do providers require before switching my long distance service?
All service providers must obtain your authorization before transferring your subscription from a current service provider. Valid authorization must include one of the following:
- Written authorization
- Oral authorization, as recorded or verified by a third party.
- Electronic order authorization
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4. Who is authorized to switch my service to a new phone company?
- The "customer" whose the name is on the bill.
- Authorization to switch phone companies can come from any member of the customer's household who is over the age of 18.
- Make sure everyone in the household is aware of the choice you make.
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5. How long will it take before I am switched to the new service?
It generally takes from 5 to 10 working days for the switch to be completed.
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6. How many bills will I receive, if I switch my long distance service provider?
You will receive a long distance bill from your new service provider, along with the bill you are receiving from your current company providing your local lines and other telephone services (call waiting etc.).
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7. How do I make long distance calls with the new service providers?
For most long distance plans you simply dial the way you've always done,
For long distance calls within North America:
Dial 1 + area code + telephone number
For long distance calls overseas:
Dial: 011 + country code + city code + telephone number
Plans that say Access Number Required do not require you to change long distance companies. You register your phone number(s) with the long distance company selected, for identification purposes. You will gain access to the carrier's system to make a long distance call by dialling either a local access number, or a Toll Free (800) number. You will then be prompted how to complete the call. (Some plans have eliminated the dialling of 1+ or 011 before the phone number of the person you are trying to reach.).
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8. If I change local service providers can I keep my same telephone number?
Yes. When you are switched, your phone number remains the same.
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9. Will I be left without phone service during the switch?
Not at all. However there may be a brief interruption during the day that you are switched to the new service provider. The service provider should inform you of the date of the switch.
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10. Will a change in long distance provider affect my high-speed internet?
No. Changing your long distance provider will not affect it. Only a change in your local phone service provider will have an impact. If you have internet access via cable, your service will not be affected either way. However if you have dial-up service or DSL high speed service offered by your phone service provider, and you change your local service provider, it will be affeted.
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11. Can equipment rented from my current service provider be transferred to the new provider?
Most service providers will allow you to utilize this equipment if it is compatible, however, you will still receive a rental bill from the old provider and a bill for local service from the new provider.
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12. How many days after I sign up will my local service be transferred to the new service provider?
It will take approximately 10 days to switch local service providers.
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13. Will I still receive my White and Yellow Pages Directories if I switch local providers?
Yes.
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14. Can I transfer my features like voicemail to my new service provider?
If you are only changing long distance providers, then nothing will be affected. If you change local providers, you must subscribe to features available from your new service provider.
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15. Who do I call if I have a complaint regarding my telephone service?
Most complaints can be resolved by phoning your service providers:
- If your phone works, but your long distance calls do not go through call your long distance provider's Customer Service number.
- If the phone does not work, you must go elsewhere and call your local line service provider.
If you do not get satisfactory complaint resolution from management in the company's business office, and wish to file a complaint with Provincial Consumers Affairs, a list of offices throughout Canada can be found here: Provincial Consumer Affairs Offices
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16. What about calling cards? How do they compare?
Calling cards can be both very cheap and very expensive, depending on how they are used. Calling cards are typically sold at a discount to their face value. This is because many time, and maybe most of the time, they are lost or discarded before all of the phone time has been used. If your use of these cards is extremely organized and complete, the cost can be as little as 3 cents per minute. However, it can be much more. So, if you buy calling cards, keep track of them and use all of the time provided by them.
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