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Frequently Asked Questions

HOME PHONE SERVICE FAQ

How to install your Distributel Home Phone service?

What is the Distributel Home Phone service?
Distributel’s Home Phone Service uses your high-speed Internet connection to deliver your phone service. Just like with a traditional telephone network, you can call anyone with conventional phone service, Internet-based phone service line, or a cellular phone.

Can I use my own jacks to connect my phone?
You will have to use the single jack we provide you to connect your phone and your Internet. Since our phone service uses the Internet, you will need to connect your primary phone to the voice gateway that will be provided to you. If you wish to have more than one phone device available, we recommend the acquisition of Multi handset Cordless phones, which can accommodate up to 5 telephone devices per single phone jack, depending on the model you choose.

Does my computer have to be on for me to make calls?
No. Only your modem and the Distributel adapter must be on to make or take calls.

Can I keep my current phone number?
Yes, you may be able to keep your current telephone number. Please contact us for service availability in your area.

Can I take my Distributel Home Phone service with me when I travel?
Yes. As long as you have access to high-speed Internet, you will be able to use your service. It is recommended that you first check the domestic laws of the country you are visiting to make sure that using Voice over Internet Protocol (VoIP) technology does not violate any regulations.

Can I speak on the phone and use the Internet at the same time?
You will be able to use your service to make or receive calls while you are surfing the Web.

Does Distributel offer a 7-1-1 service for hearing and speech impaired people?
Message Relay Service (7-1-1) is available to Distributel Home Phone customers. Please call us for more details.

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Are 9-1-1 Emergency Services available with the Distributel Home Phone service?
Yes, the Distributel Phone Service provides access to 9-1-1 Emergency Dialling.

There are some differences between the 9-1-1 service dialed from your new Distributel Phone Service and the traditional 9-1-1 service. When you dial 9-1-1 from your Distributel Phone Service, our emergency service operator will answer your call. Our operator will verify that you are still located at the address you have registered with Distributel.

If you are still at this location, our operator will transfer your call to the appropriate emergency agency. If you have moved your Distributel Phone Service equipment, you will need to provide our operator with your current location. They will determine the appropriate emergency agency and then transfer your call accordingly.

If you will be away from the service location you registered with Distributel for an extended period of time and will be taking your Distributel Phone Service with you, we recommend you update your user profile to ensure that the appropriate address is on file in the event of a 9-1-1 emergency call. This process can take up to 5 business days. Contact one of our customer service representatives to make any changes to your 9-1-1 profile.

Please note that there may be an additional delay to transfer your emergency service call to areas not served by traditional 9-1-1.

If you dial 9-1-1 when you are outside of Canada or the United States, our emergency service operator will advise you to hang up and find a local phone and dial the appropriate emergency number (it may not be 9-1-1).

WARNING: Power disruptions or failures, Internet Service Provider (ISP) outages or unavailability and tampering with equipment will also prevent dialling to emergency service numbers including 9-1-1.

Will my Distributel Home Phone service work if the power goes out?
No. Unless you have a back-up power source in place, your modem, router, home network and Internet Voice Gateway will not work in the event of a power outage.

Can I use my phone if my computer is turned off?
Yes. As long as your modem and router/home network (if applicable) are still on, you will be able to use your Distributel Phone Service.

What kind of Internet connection do I need to use the Distributel Phone Service?
The service will work with any Cable or DSL high-speed Internet connection.

Can I send a fax over the Distributel Home Phone service?
The service will work with any Cable or DSL high-speed Internet connection.

What will I receive in the Distributel Home Phone service Starter Kit?
The kit contains the following items:

  • Distributel Phone Service user guide;
  • Internet Voice Gateway;
  • Ethernet cable;
  • DC power adapter;
  • 9-1-1 stickers.

How do I contact Distributel technical support?
Dial 6-1-1 from your Distributel Phone Service to have technical support.

You can also refer to the Contact Us section, for communicating by email with the technical support.

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INTERNET ACCESS FAQ

How to install your Distributel cable Internet service?

How to install your Distributel DSL Internet service?

What system requirements are necessary to use the Internet service on my computer?

  • Operating system: all versions of Windows, Mac OS, and Linux released over the past fifteen years
  • Processor: 166 MHz and above
  • RAM: 32 MB
  • Disk space: 30 MB
  • Modem: Distributel’s modem
  • LAN card and Ethernet adapter
  • CD-ROM reader
  • Video card

How fast is Distributel’s high-speed connection?
Speeds will vary depending on distance, internal wiring and signal strength. For more information on speeds, please visit our Internet product page.

What is included in Distributel’s Internet Starter Kit?
Included in the Internet Starter Kit :

  • ASDL modem
  • Phone cable
  • Documentation
  • Ethernet network cable
  • Power adapter
  • 3 phone line filters

How can I send and receive E-mail?
If you successfully installed Distributel's Internet "Starting-kit", your E-mail address is already configured. Simply select your E-mail software and start using it. Recommended E-mail software is Outlook Express.

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What information do I need to configure my E-mail software?
Regardless of the E-mail software you choose, they often require the same information about your account:

  • E-mail address: This is your user name followed by @distributel.net (Ex. john@distributel.net)
  • Username: This is the nickname you choose when subscribing to Distributel. Must be between two (2) and ten (10) characters long.
  • E-mail password: This is the password you choose when subscribing to Distributel. Must be between six (6) and eight (8) characters long.
  • Incoming (POP3) mail server: pop.distributel.net This is the name of the server that receives your E-mail.
  • Outgoing (SMTP) mail server: smtp.distributel.net This is the name of the server that sends E-mail for you.
  • Display name: This is the name, like John Smith or Dr. Smith, that others will see when they receive your E-mail.

What are Distributel’s server names? (SMTP, POP et DNS)

Note: Always use lower case.
Domain name www.distributel.net
POP Server pop.distributel.net
SMTP Server smtp.distributel.net
Primary DNS 209.197.128.2
Secondary DNS 209.197.128.5
For hosting Web site only
Primary Host Name ns1.distributel.net
Secondary Host Name ns2.distributel.net

How can I transfer my web page to the Webspace server?

1. Connect to the Distributel service as you normally would.
2. Start your FTP program.
3. Your FTP program will prompt you to enter a Host or Address, please enter members.distributel.net
For Username or Login ID, enter your Distributel User ID.
For your Password, enter your password.
Leave any Directory field blank.
4. Once connected to your Webspace directory with your FTP software, you should next upload your prepared .htm file(s), and any .gif or .jpg image file(s), to your Webspace directory.

Most FTP programs have an option to upload in ASCII or Binary mode. Be sure you upload any .htm text files as ASCII, and any .gif or .jpg image files as Binary.

Some FTP programs use the terminology "put" and "get" to refer to uploading and downloading, respectively; others have a graphical interface which allows you to choose with your mouse which file(s) you wish to transfer to your personal Webspace directory.
5. Once you have transferred your file(s) to your Webspace directory, exit your FTP software and start your Web browser.
6. Check that your Web page was uploaded properly by typing your personal Webspace address in the Address (Microsoft Internet Explorer) or Location (Netscape Communicator) box: http://members.distributel.net/~youremailprefix
7. If you find that your page was not uploaded properly, consult the instructions or help files that came with the FTP software you are using.

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What is the Web Accelerator?
The Web Accelerator is a software application that enhances your Dial-Up Internet experience.

* Compared with regular dial-up access, it allows you to accelerate up to 14 times your navigation speed and E-mail access.
* Web Accelerator is exclusive to Distributel Internet access clients.

What types of content does the What Web Accelerator speed up?
The Web Accelerator increases the downloading speed of the following elements:

  • Text
  • HTML
  • XML
  • Javascript
  • E-mail
  • Pictures (.jpeg, .gif)
  • Flash
  • Style sheets

Web Accelerator does speed up file downloads
(over FTP or file sharing programs) and HTTPS (secure web sites).

What operating systems or platforms can the Web Accelerator be installed on?
PC:

Windows Operating Systems:

  • Windows 98
  • Windows 98SE
  • Windows Millennium Edition (Windows ME)
  • Windows NT 4.0 Service Pack 6
  • Windows 2000
  • Windows XP
  • Windows Vista

Web Browser:

  • Internet Explorer 5.0 (or later)
  • Netscape 8.0 (or later)
  • FireFox 1.0 (or later)
  • Opera 8.0 (or later)
  • Safari 1.0 (or later)

Apple computers:

  • Macintosh Operating Systems: OS X 10.2 (or later)
    Acceleration up to 7 times faster only.
  • Web Browser: Safari 1.0 (or later)

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What is V.92 technology?
This technology permits you to see incoming calls and to answer them even when you are connected via dial-up to the Internet. A window opens on your screen to indicate that a phone call is incoming and gives you the choice to answer it or to continue surfing.

To use this service, you must have call waiting from your home phone service provider and have a v.92 compatible modem.

Is Distributel’s high-speed Internet service available in my area?
To find out, please contact us.

What kind of work is involved to install the High Speed Internet Service?
None. Our ADSL service uses a modem connected to your existing telephone line.

What do I need to access Distributel’s High Speed Internet Service?
You need a computer with a LAN card and an ADSL modem (supplied by Distributel). We do not supply LAN cards, but most of the computers made during the last ten years come equipped with one.

Can I connect more than one computer to my Distributel High Speed Internet Service?
Yes, but you need a router. Usually only one computer at a time can be connected to the modem, but a router (wireless or not) enables you to connect more than one. However, Distributel does not offer technical support for router installation or use.

What is the maximum speed of Distributel’s High Speed Internet Service?
A variety of download and upload speeds are available. For more information on speeds, please visit our Internet product page.

Is there a data transfer limit?
Depending on your area, you may have access to Internet services with or without download limits. For more information on speeds, please visit our Internet product page.

How do I contact Distributel technical support?

Refer to the Contact Us section for information on how to contact technical support.

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LONG DISTANCE PLANS FAQ

What are Distributel Access Codes?
Access Codes are 10-digit telephone numbers that must be dialed before the long distance number that you want to call. The access code provides access to the Distributel network so that you can enjoy our low rates.

Are there times when the service is limited?
No. This long distance plan is in effect anytime.

Are certain areas in Canada or the US excluded from the Canada/US long distance plan?
No. Both countries are completely covered, including Hawaii and Alaska.

Are unused Cosmopolitan Plan minutes transferable from one month to another?
No. Minutes are reset on the first day of each month.

What happens when I use up all of my minutes allocated for one month?
Additional minutes will be billed at a slightly increased rate of only 3.5 ¢ a minute.

Am I required to make any arrangements with my current long distance carrier when I sign up for Distributel services?
No. Distributel services can be used in conjunction with other long distance services. When you dial your local Distributel access number, you are choosing to place a call on our network. Other long distance providers have various fees associated with their long distance plans (such as monthly minimums or network fees). You may wish to review your long distance bill to ensure that you are not paying for anything you don't need.

How do I sign up?
Signing up for service is easy. All you need to do is call our office and give us your information over the phone. We then mail a service order for you to read, sign and return to our office. The first payment can be paid either by credit card when you call to sign-up, or by cheque or money order mailed with your service order. The first payment includes an activation fee and covers the initial service period.

Do I have to sign a contract for a certain period?
No. You will not be trapped by a long-term contract. Since our plans are payable one month in advance, please advise us 30 days beforehand if you would like to cancel your service. There are no cancellation fees.

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How long will it take to activate my Distributel Long Distance Plan?
The service will be activated within twenty-four hours of receiving your request. However, the activation of the No Access Code Required service option can take up to five working days.

What are the methods of payment?
For most of our services, we collect by pre-authorized debit. This means that the amount is deducted from your bank account, or from your credit card (available in Ontario), on a monthly basis. Pre-authorized debiting allows us to keep your rates lower, and eliminates the hassle of paying by cheque.

Other methods of payment may be available for certain services.

How do I make a long distance call using the Distributel network?
1) Service «WITH ACCESS CODE».
Just follow these easy steps:

1. Dial you local access number from a touch-tone phone.
2. Wait for the dial tone.
3. Dial the destination number.

Notes:

  • If you have a plan that offers reverse calling, people will have to dial the local access number in their region to reach you.
  • The telephone numbers that begin with 1-555, 1-800, 1-866, 1-877, 1-888, 1-900 and 1-976 are not accessible through Distributel and must be dialed direct.
  • Our system has built-in diagnostic messages, so if you do make a mistake in dialling, the system will attempt to inform you of what happened.

2) Service «WITHOUT ACCESS CODE».
Just follow these easy steps:

1. Dial 1.
2. Dial the area code.
3. Dial the destination number.

Notes:

  • A monthly network fee of $2.95 is applicable.
  • This service is only available to Bell Canada local phone service customers.
  • This service is not available for use with a cellular phone.

How much will I pay for the no-access-code dialling service?
A monthly network fee of $2.95 is applicable.

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How do I know that the service has been activated on my phone line?
To verify that Distributel is your long distance provider, dial 1-700-555-4141 from your phone line. A recorded message will inform you who your current long distance provider is. If the line has been activated you should hear Distributel. Please note it can take up to 5 business days to process your order. Once you have confirmed that Distributel is your long distance provider, you can begin placing calls directly instead of dialling an access code.

What access number should I be dialling to use my Distributel service?
Consult our list of local access number by clicking the link below:

Access numbers for Long Distance Service

Will I get any busy signals?
Our equipment is constantly monitored and upgraded. We design our network to provide the same grade of service as Bell Canada, which means that we provision for our busiest time of day. As a result, it is unlikely that you will encounter any busy signals when using our service.

Can I use Distributel services with my cellular phone?
Yes. You can use your cellular phone with Distributel services provided that your telephone number shows up when calling others.

 

CALLING CARD FAQ

How do I get the Distributel Calling Card?
To obtain a Distributel Calling Card, please contact one of our customer service representatives. The card will be sent out to you by mail.

How do I use the Distributel Calling Card?
Just follow these easy steps:
1. Dial the Distributel toll free number. Wait for the dial tone
2. Enter your authorization code. Wait for the dial tone
3. Dial the destination number. Wait for the dial tone
4. Enter your personal identification number. (PIN)

What is the coverage area for the Calling Card?
The calling card lets you make calls to Canada, the United States and elsewhere in the world. Calls must be made from Canada or the United States.

What are the Calling Card rates?
The rate per minute is 10 cents for all calls to and from Canada and the United States at any time. For overseas calls, you simply add this rate to the regular overseas charge for all calls worldwide.

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WEBMAIL

How do I access Distributel Webmail?
Simply visit http://webmail.distributel.net and log in.

What’s my Distributel Webmail username?
Your username is your Distributel email address.

What should I do if I’ve forgotten my password?
If you’ve forgotten your password, simply call our Customer Service department – we’ll be happy to help! For security reasons, we can’t divulge your password via email.

If I’m already using a Distributel.net email address with a local mail client (like Outlook), how do I get started with Distributel Webmail?
In order to switch to Distributel Webmail or to use your local mail client (such as Outlook) and Distributel Webmail interchangeably, you will need to switch your mail configuration from POP3 to IMAP. Simply select your mail client from the list provided and follow the easy, step-by-step instructions. Before getting started, make sure to have your username and password handy. Once you’ve switched your configuration to IMAP, simply visit http://webmail.distributel.net and log in.

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