74
75
I’m moving. Can I keep my phone number?
If you’re moving within the same service area, you can indeed keep your phone number in most cases. If you are moving
outside of your current service area, we will provide you with a new phone number.
Call Rogers 30 days before you move and we’ll help you connect your services at your new address. No matter what services
you move, we can install them with one quick visit. Just call us as soon as you can before you move and you’ll be connected,
comfortable, entertained and at ease before you know it.
How do I change the name on my account?
Updating your contact information is quick and easy. Just call
1 888 ROGERS1 (1 888 764-3771)
and request Account Changes.
Can I change my phone number?
Yes. To have your phone number changed, please call
1 888 ROGERS1 (1 888 764-3771)
and request Rogers Home Phone
Account Changes.
Will I continue to receive my White Pages and Yellow Pages Directories every year, when new versions
become available?
Yes.
Will I be listed in the White Pages Telephone Directory?
Yes. Unless you choose a non-published number, your listing will appear in the next White Pages Telephone Directory.
I cannot hear a dial tone. I cannot place calls.
1.
Try placing a call from a different phone in your home.
2.
Ensure that all your phones are properly connected to their jacks, that they are not off the hook and that they are plugged
into a wall outlet (if they require power).
3.
If you are using a cordless phone, make sure that the handset is in range of its base and that it is properly charged.
4.
Ensure that a telephone splitter has not been connected between your Rogers Home Phone Terminal and the telephone jack.
5.
Unplug each of your phones from its jack and try connecting a single phone to isolate the problem to a specifi c phone or jack.
•
If you hear a dial tone, it may indicate a problem with one of your jacks.
•
If you do not hear a dial tone from any of your jacks, go to step 6 below.
6.
Check the LED pattern on your Rogers Home Phone Terminal to ensure that it is working correctly.
•
If you still do not hear a dial tone from any of your jacks, call
1 888 ROGERS1 (1 888 764-3771)
and request Rogers
Home Phone Technical Support from another phone number.
I cannot receive calls. My phone does not ring.
1.
Ensure that you hear a dial tone and can place a call. If you can’t, refer to the steps above, “I cannot hear a dial tone.”
2.
Ensure that the Call Forward – All Calls feature is not on. (Dial
to deactivate it.)
3.
Make sure that your phone ringer is on and loud enough to hear. (Refer to your phone manual for instructions.)
4.
Ensure that all your phones are properly connected to their jacks, that they are not off the hook and that they are plugged
into a wall outlet (if they require power).
5.
If you are using a cordless phone, make sure that the handset is within range of its base and that it is properly charged. If
none of the steps above resolves the issue of no dial tone/unable to receive calls, please call
1 888 ROGERS1 (1 888 764-3771)
and request Rogers Home Phone Technical Support.
How does Rogers Home Phone work?
Rogers Home Phone uses Rogers cable lines to deliver your phone service. Simply put, instead of getting your phone service over the telephone
company’s wires, you’ll get it through Rogers cable lines.
Rogers Home Phone uses the same physical cable as your other services. However, the data and services will be routed through a dedicated,
monitored network. You don’t have to have TV or Internet service with Rogers in order to have Rogers Home Phone.
If you do have other Rogers services, we want to assure you that our Network Engineering Team carefully plans each maintenance event to
ensure that activity to upgrade and improve one service does not impact other services. For example, when maintenance is performed on the
Rogers Digital Cable network, it rarely impacts the Rogers Hi-Speed Internet service.
Will my Rogers Home Phone service continue to work during a power outage?
Your Rogers Home Phone Terminal has a battery back-up that allows you to use your telephone service while the power is out. Provided that
the battery in your Rogers Home Phone Terminal is correctly installed and fully charged, you will be able to make and receive calls for up to 5 hours.
Rogers may need to replace the battery in your Home Phone Terminal over time. If your battery needs to be replaced, Rogers can arrange to
have it changed at no additional cost to you.
NOTE: Cordless phones cannot work in the event of a power outage. We recommend that you keep at least one corded phone in your home
in case of a power outage.
Is Rogers Home Phone compatible with dial-up modems?
Rogers Home Phone supports most types of telephone devices. Because of the wide variety of modems, however, we cannot guarantee full
compatibility with every type of modem.
If you use a dial-up Internet service, we highly recommend switching to the Rogers Hi-Speed Internet Ultra-Lite service, which provides faster
speeds than dial-up at a similar cost, and you may qualify for a bundle discount on your phone service.
For more information about Better Choice Bundles
™
and Rogers Hi-Speed Internet service, please visit
rogers.com/bundles
or call
1 888 ROGERS1 (1 888 764-3771)
and request Rogers Home Phone Account Changes.
Does Rogers Home Phone work with home alarm systems?
Yes. Rogers Home Phone works with the majority of home alarm systems such as ADT, Alarmforce, Chubb and many more. The Rogers
Home Phone service is easily incorporated into an existing home alarm system because it uses a dedicated, private cable network, not Voice
over Internet Protocol (VoIP) or the Internet, to transmit information to the alarm company. Your alarm company does not need to make any
adjustments or upgrades to work with your new Rogers Home Phone service.
NOTE: If your phone number has changed, you should provide the new number to your alarm company immediately so that they can update
your account with accurate contact information.
How can I temporarily disconnect my Rogers Home Phone while I’m away for an extended period?
If you want to temporarily disconnect all your telephone services and suspend your billing while retaining your telephone number, you can
subscribe to the Seasonal Suspension service by calling
1 888 ROGERS1 (1 888 764-3771)
and requesting Rogers Home Phone Account Changes.
I do not want my phone to ring differently on Long Distance calls. Can this be disabled?
Yes. This feature can be activated/deactivated by dialing
.
I receive a fast busy signal when trying to place a call.
All outgoing lines in your area may be in use, preventing you from placing a call. These situations do not last long. Please try to place your call
later. We apologize for the inconvenience.
Frequently Asked Questions
Questions About Rogers Home Phone
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