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Technical support

For help, you can reach us by phone on 1-855-396-2838. By e-mail at [email protected] And through our social media outlets.


WE'RE HERE TO HELP

This section features video tutorials, FAQs as well as tools and resources to help you with any issue you way have.

Video Tutorials

How to setup your modem

How to use your phone features

Frequently Asked Questions (FAQ)

General FAQ

SWITCHING TO VODALINK

How do I check which services are available at my address?

  • Simply select any service via the top banner at www.vodalink.ca and enter the address where you need service. The options available at your location will be displayed.
  • The Internet options will include download speed (Mbps), upload speed and technology (DSL/FTTN).
  • Our Digital Home Phone service is available across Canada, but does require a High Speed Internet connection. Our Television service is available in Quebec and Ontario only, but we are expanding.

How do I sign up?

  • We provide many convenient options for you to sign up and start saving. Sign up online in just a few easy clicks. Simply choose your service, check availability and complete the order. Or, you can call us at 1-855-396-2838 and speak to our friendly specialists who will help you figure out which combination of services is right for you.

If I sign up for service, do I need to advise my current provider to notify them of the change?

  • Actually, in most cases we’ll take care of that for you unless you ordered the service online. Our specialist will explain what we require in order to assist you on the cancellation process.

What can I expect during my High Speed Internet installation?

  • You can expect your DSL Internet service to be installed in 5-7 business days after your order is submitted.
  • Depending on the type of service, the equipment included in your package may differ.
  • For some installations, a technician may be required to visit your address to perform an installation. If necessary, our support team will book an appointment that fits your schedule. You should also ensure that a person over the age of 18 years is present during the day the appointment.
  • NOTE: If you have subscribed to Vodalink Home Phone service, you will be supplied with an Internet Voice Gateway.

What can I expect during my Vodalink Home Phone installation?

  • If you already have an active High Speed Internet service, getting phone service up and running can take 3-5 business days after we receive your confirmed order if a porting need to be performed to keep your old phone number, however, the service can be fulfil in 1 business day if a new number is required. Please note:As soon as you’ve received your equipment, you will be able to start making calls within yours plan.
  • If you’ve chosen to keep your old phone number, your number will be transferred over between 7-8am on the first business day after your installation and incoming calls will be routed by your former carrier until the port is complete.
  • If you are taking advantage of the savings available to you by Bundling Vodalink services, you will receive your Internet Voice Gateway in your Welcome Package along with the other equipment.
  • Please consult the “Support page” section of our website and view the tutorials on how to connect your phone and use its features

What can I expect during my TV service installation?

  • Depending on your area and the Internet Technology selected, the typical activation time for your TV & Internet package ranges from 5 to 10 business days after we receive your order: this includes time required to process orders for Internet and for TV, plus the shipping of your equipment.
  • Please consult the “Support” section of our website to view our tutorials on how to connect and use your TV services.

How long will it take to activate my Vodalink Long Distance plan?

  • The service will be activated within 6 hours of receiving your request.
  • When adding overseas access outside the areas covered in our Long Distance packages, a credit check will be required.

BUNDLE OPTIONS

How much can I save if I bundle?

  • You will receive a discount if you bundle Vodalink Digital Home Phone service with one of our High Speed Internet plans. The amount of the discount will vary depending on the Vodalink Digital Home Phone plan you select.
  • You will save even more by bundling Internet, Vodalink Digital Home Phone and Vodalink TV – (currently only available in Ontario and Quebec ).
  • Check out the “Bundles” section of our web site for more details.

Can I save more if I agree to a fixed term contract?

  • SureYou can!  Your monthly savings will vary based on the service(s) and the length of the term you choose.

Can I save by buying the equipment?

  • Modems: We offer great options to help you save on equipment costs and to meet your personal preference. You can rent, rent to own for 12 months or save the most by simply purchasing the equipment outright. All Rent-to-Own and purchased equipment comes with a 1-year warranty. If you choose to rent your equipment, it will remain under warranty until you cancel your services. You can also choose to purchase refurbished equipment which has been inspected, cleaned, repaired (if necessary) and repackaged.Refurbished equipment may have some cosmetic wear and comes with a three month warranty.
  • TV Equipment: All TV equipment can be purchased (new or refurbished). A rent-to-own option is also available.

Can I use my own equipment?

  • No, you’ll need to rent or purchase equipment from us when signing up for any of our Internet, Home Phone or TV services.

BILLING AND PAYMENT OPTIONS

Will I receive a monthly invoice in the mail?

  • No, we do not send monthly invoices by mail since your bill should be the same every month.
  • You will receive your statements every monthby email for free,  or by regular mail for 4$/month, or in person at our office for free.
  • In the event the fixed cost of your services changes, we will notify you in writing either electronically or by mail

What methods of payment are available?

  • We offer monthly pre-authorized payments using either your credit card, Visa debit or your bank account, or e-transfer, or cash at our office located at 4865 Rue Jean Talon West #201, Montreal, QC H4P 1W7

Are there any termination fees for cancelling?

  • No. Unless you are on a fixed term contract.

ACCOUNT MANAGEMENT OPTIONS

How do I make account changes?

  • You can always call in for assistance at 1-855-396-2838 but you can also manage many elements of your account online. Simply visiting our website here:https://www.vodalink.ca and click on login into the residential section of our website.

How far in advance should I notify you if I’m moving?

  • The more notice the better. Please note that if you notify us less than 2 weeks before your move date, an appointment to connect your High Speed Internet may not be available since some of our carriers request a notice of 10 business days.

How much is the moving fee?

  • There is a $85 fee for moving your Vodalink High Speed Internet service.

Will a technician need to come to my home when I move my service?

  • Most certainly, however Upon setting up your move with a Specialist, you will be advised if a technician is required.

Can I change my move appointment?

  • Yes, as long as you notify us 72 hours before the move.

What happens if I miss my move appointment?

  • You will need to call us at 1-855-396-2838 or use our Click to Chat service to book a new appointment.

Can I keep the same services and use the same equipment after I move?

  • Our Specialist will verify which services are available at your new location. In most cases, no new equipment is required but you may need to upgrade or downgrade your service level. Our Specialist will inform you if there is a need for new equipment and inform you how to return the old equipment.

FAQ of Services

HIGH SPEED INTERNET

What is the difference between DSL and VDSL Internet?

Both are types of Internet signals that are often referred to as broadband or High-Speed Internet:

  • DSL (Digital Subscriber Line):

Delivers Internet directly through the copper phone wiring inside your home.

  • FTTN (Fiber to the node):

In some areas, we also offer FTTN which is deployed the same way but is delivered via a fiber connection which allows for faster Internet speeds up to 50 Mbps. On our website we refer to all Internet service delivered over the telephone wires as DSL for simplicity.

Do I need an active phone line to sign up for DSL Internet?

  • No. There are two types of DSL and FTTN connections; “Regular” and “Dry Loop”
  • Regular DSL requires an active landline.
  • Dry Loop DSL is what is installed when an active landline does not exist.
  • For customers with landlines, no technician is required to go to the house.
  • Dry Loop DSL installations occur differently than Regular DSL. Depending on the previous provider, it is possible that the line is no longer going into the demarcation point. For this reason, a technician is scheduled to test the line at service address.

What are the system requirements?

  • System requirements vary based on the Internet speed you sign up for. In general, for operating systems, all versions of Windows, Mac OS, and Linux* released over the past fifteen years will function. For other requirements (processor, RAM, LAN card and Ethernet adapter), please consult the details of the individual Internet plans

 

Can I connect more than one computer to my Vodalink Internet service?

  • WiFi enabled, multi-port modems are available on a number of our Internet plans. Please consult the detail pages of the plan you are interested in to see if that option is available. You can also use our ‘Compare Plans’ function which provides information on the available equipment for each plan.
  • You can also purchase a router of your choice from any Store or Electronics store to enable WIFI functionality.

 

What happens if I exceed my Internet data cap?

  • You will never exceed your data limit with vodalink, all our plans are unlimited.

Is there a data transfer limit?

  • If the usage contravenes our Acceptable Use Policy, it may be limited.

TELEVISION

Setup Issues

  • When you first boot up the Set top box, if you see a black screen but you can still access the Guide, please restart your Set top box. If you have more than 1 Set top box, restart them all.

Restart (Power Cycle) your Set-top box and modem

  • Restarting the Set-top box or Set-top box and modem/router cam often restore the Set-top box quality of service. Try restarting to solve your issue.
  • Power off both your modem/router and Set-top box, wait 60 seconds and turn on the modem/router. Once the modem/router are connected, power on the Set-top box.

DVR issues

  • To enable DVR functionality, you need to purchase a Setup Box with PVR functionality.
  • USB sticks or unpowered USB devices will not work, please don’t try it.

Missing Channels

  • Are you missing a specific add-on channel or theme pack that you have ordered? Call / Chat online
  • Are you seeing an error message, frozen, choppy or distorted video? Could be technical difficulties from the channel, weather related, or try Restarting (Power cycling) your Set-top box.

Image Quality / No Image

  • Do you see an error message? Try restarting.
  • Does the guide work? Can you see channel 2? Try restarting.
  • Are you seeing an error message, frozen, choppy or distorted video? Could be technical difficulties from the channel, weather related, or try Restarting (Power cycling) your Set-top box.
  • Are you using PLCs, MoCA, HDMI splitters or other devices? Try removing them and connecting the Set-top box directly to the modem and restart (Power cycle) the Set-top box and modem/router. If the problem continues you can rule out the PLCs or other devices as the problem.

Sound Quality

  • Check the volume / mute for your TV and Set-top box. Make sure you are on the right input for your TV and audio setup to HDMI passthrough.
  • Does the issue occur on just one channel, some or all? If there is no sound at all try Restarting (power cycle) the Set-top box and any connected sound system.
  • Single or a handful of channels with audio problems are often resolved quickly by the channels themselves. If you have restarted and are still experiencing no sound, try another device like a DVD player or game console to see if your TV / sound system is working. Try a different input on the TV.

Boot-up problem

  • Do you see an error message when you power on the Set-top box? Try restarting (Power-cycle) the Set-top box and modem/router.

PLCs (Power line connectors)

What are PLCs?

  • PLCs are adapters that allow you to use the electrical wiring in your home instead of connecting an ethernet cable over long distances. Important – Check your fuse panel, if you have glass fuses (older homes) you cannot use PLCs.

Do I need PLCs?

  • If your Set-top box is going to be far away from your modem/router and it is not convenient to run an ethernet cable, you can use PLCs.

How many PLCs do I need?

  • You need one PLC connected the modem/router and one for each of the Set-top boxes that is not connected by ethernet.
  • If you have 1 Set-top box and it will be far from the modem you need 2 PLCs
  • If you have 2 Set-top boxes and both will be far from the modem you need 3 PLCs
  • If you have 2 Set-top boxes and only 1 will be far from the modem you need 2 PLCs

If you have 3 or 4 Set-top boxes you will need 1 for each that is not connected to the modem by ethernet, plus one for the modem/router.

VODALINK DIGITAL HOME PHONE

Why is your Digital Home Phone service a VoIP service?

  • Because VoIP technology offer the best digital voice available today with all the great features, plus Clear Voice, and cheap calling worldwidethis technology provides users with crystal-clear voice calls using enhanced noise reduction technologies. These include:
    • Reduction of transmitted noise – normally caused by quality of handset or background sound
    • Reduction of acoustic echo – a reflection of the user’s own voice
    • Reduction of level imbalances – a downward correction for high pitch, and upward correction for low pitch.

How does the Vodalink Digital Home Phone service work?

  • Vodalink Digital Home Phone is a VoIP service (Voice over Internet Protocol).
  • A VoIP phone is no different than a regular home phone except that it is set up to transfer digital signals via an Internet connection, rather than through your regular landline phone plug.
  • VoIP is an exciting technology that is changing the way people talk. Not only does it have the ability to slash your phone bill, but it will also streamline your communications set up because of all of the great features and benefits.

 

How much money can I expect to save if I sign up for Vodalink Digital Home Phone service?

  • Many residential customers who have switched from traditional landlines see their bills reduced by as much as 80%.
  • Once you have signed up to one of our Digital Home Phone packages, the calling costs and monthly service fees are far lower than many other regular landline options.

 

Does the Vodalink Digital Home Phone service have better features and benefits than a traditional landline?

  • Yes. There’s really no comparison in this regard.
  • At Vodalink, we pride ourselves with having the most options to ensure that you find exactly what is right for you.
  • We offer Digital Home Phone in 3 different flavors:
    • Basic
    • Plus
    • Full
  • All of the Vodalink Digital Home Phone plans come with the following features:
    • Unlimited Local Calling
    • Unlimited Vodalink-to-Vodalink Calling – so sign up a friend and Vodalink with them anytime for free worldwide!
    • Call display
    • Voicemail
    • Caller ID Block
    • Visual Call Waiting
    • Speed Dialling
    • 3 Way Calling
    • Free Listing (Optional)
    • Free Inter_Vodalink Calling
    • Service Codes
    • Keep existing number at no additional cost
    • Do Not Disturb
    • Follow Me on multiple numbers
    • Voice Mail to email message
    • Smartphone APP to keep your Home Hone while on the go
    • And many more options
  • In addition to the features, here are some of the added benefits you can enjoy by making the switch:
    • Choose a number from a different area code so your remote friends and family can call you locally and save on Long Distance costs
    • Take your phone with you when you travel and call back home locally as long as you have access to High Speed Internet

 

Can I keep my current phone number?

  • Yes, you are likely able to keep your current telephone number. Please contact us to verify the number availability in your area.

Can I take my Vodalink 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. Secondly, please contact VodalinkTechnical Support prior to your departure as your RingoMax Smartphone App may need to be configured beforehand.

Can I speak on the phone and use the Internet at the same time?

  • Yes. You can to make or receive calls while you’re surfing the Web.

Does the Vodalink Home Phone Service only work with a Vodalink High Speed Internet connection?

  • No, you can use our phone service with any Internet connection, however, you can save up to $9 a month if you bundle Vodalink Home Phone Service with one of our High Speed Internet packages.

Is there a minimum speed requirement to use the Vodalink Home Phone service?

  • We recommend that your High Speed Internet connection have a minimum download speed of 2 Mbps and an upload speed of at least 500 Kbps to ensure the quality of your Vodalink Digital Home Phone service.

What is included in the Vodalink Home Phone service starter kit?

  • The material included in your kit varies depending on the type of service you selected. Please refer to installation guide in the customer center section and download the corresponding guide.

Can I use my own jacks to connect my phone?

  • Phone jacks are no longer necessary with Digital Home Phone. You simply connect your phone and Internet through a device called an “ATA”. 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 you acquire Multi handset Cordless phones, which can accommodate up to 5 telephone devices, depending on the model you choose.

Will my Vodalink Digital 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.

Are 9-1-1 Emergency Services available with the Vodalink Home Phone service?

  • Yes, the Vodalink Digital Home Phone service provides access to 9-1-1 Emergency. There are some differences between the 9-1-1 service dialed from your new Vodalink Digital Home Phone service and the traditional 9-1-1 service. When you dial 9-1-1 from your Vodalink Digital Home 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 Vodalink.
    If you are still at this location, our operator will transfer your call to the appropriate emergency agency. If you have moved your Vodalink Digital Home 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 that you registered with Vodalink for an extended period of time and you will be taking your Vodalink Digital Home Phone service with you, we recommend that 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 may take up to 5 business days. Please contact one of our customer service agents 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 of 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 dialing to emergency service numbers including 9-1-1. In this regard, we suggest, you plus your phone to the internet Dryloop and dial 911 as you used to in the past.

Does Vodalink offer a 7-1-1 service for hearing and speech impaired people?

  • Message Relay Service (7-1-1) is not available atVodalink Home Phone customers.

How do I access my voicemail?

  • To access your voicemail from your Vodalink Home Phone, dial (*MAIL) (*6245) To access your voicemail when you’re away from home, you can use the RingoMax Phone App for free or dial our tollfree access number 1-855-629-5647 if you have subscribed to that enhanced service and follow the recorded instructions.

Can I send a fax over the Vodalink Home Phone service?

  • Yes. The service will work with all types of DSL or FTTN high speed Internet. Please ensure that the connection is stable before sending a fax, in order to ensure its transmission.

 

Can I change my phone number?

  • Yes, there’s a $25 charge if you decide to change your phone number.

 

VODALINK LONG DISTANCE PLANS

What type of plans are available?

  • Check out all our Vodalink Canada/US and World plans on our website for details, we offer great rates for your needs, and always provide the best rates when you bundle a plan with Vodalink Digital Home Phone service.
  • You can also choose to save by dialing our Access number first, or simply get low rates with Direct Dialing from home or by our smartphone Apps.

What are Vodalink Access Codes?

  • Access Codes are 10-digit local telephone numbers that must be dialed before the Long-Distance number that you want to call. The Access Code provides access to the Vodalink network from non vodalink phone service, so that you can enjoy our low rates.

What access number should I be dialing to use my Vodalink service?

Can I make a Long Distance call without dialing an Access Number?

  • Yes, yousimply dial 1 followed by the area code and number you wish to dial from home or by our Smartphone Apps RingoMax.
  • When we provide you with this service, we become your dedicated Long Distance provider or Primary Interexchange Carrier (PIC) on your current phone line. All the Long Distance calls you make, whether domestic or International, will be routed directly through our network and billed at our best rates!

Are there times when the calling is restricted?

  • No, Vodalink Long Distance plans are in effect at all times.

 

What calls are considered Local and what calls are considered Long Distance?

  • We use the same local calling areas as other Telecommunications Service Providers. To find out whether a call is local or long distance, go to http://www.localcallingguide.com/.

Are certain areas in Canada or the US excluded from the Canada/US Long Distance plan?

  • Yes, calls to Alaska, Hawaii, and the Canadian Territories are billed separately.

Are unused Vodalink Long Distance plan minutes transferable from one month to another?

  • No, minutes are reset each month.

What happens when I use up all my Vodalink Long Distance minutes allocated for one month?

  • Additional minutes will be billed at the applicable country rate as per your Long Distance plan.

In what increments are Vodalink Long Distance calls billed?

  • All calls are billed in full one minute increments, rounded up to the next minute.

Can I have multiple phone numbers registered to the same Vodalink Long Distance plan?

  • Yes, you can sign up to 10 phone numbers to the same VodalinkLong Distance plan.

Can I register my fax line with Vodalink Long Distance?

  • Yes, Vodalink Long Distance can be used on either a fax or standard telephone line.

Am I required to make any arrangements with my current Long Distance carrier when I sign up for Vodalink services?

  • No, our services can be used in conjunction with other Long Distance services. When you dial your local Vodalink 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 make a Long Distance call using the Vodalink network?

With Direct Dial Service:

  • Dial 1. (North America) or 011. (Internartional)
  • Dial the area code.
  • Dial the destination number.
  • The Direct Dial service is not available for use with a cellular phone.
  • Telephone numbers that begin with 1-555, 1-800, 1-866, 1-877, 1-888, 1-900 and 1-976 are not accessible through our network.

 

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.

.

Aren’t Cell Phones just as convenient for placing Long Distance calls while away from home?

  • While Cell Phones are flexible, you may incur expensive and unpredictable Roaming or Long Distance charges depending on the location where you are placing your call. The Ringomax Apps for (Android or Iphone )will not change, regardless of your location as long you have an internet connection, making your Smartphone a home extension and enabling you to use your service as if you are at home..

 

What rates will I be charged when using the VodalinkLong Distance?

  • Click here for a complete list of rates. Rates for calling landlines and Cell Phones are the same for calls placed to Canada and the United States. For some countries, a higher rate may apply for calling a Cell Phone. Certain countries may be subject to a credit check.

Are there minimum usage requirements to get these rates?

  • No, you get the best of Vodalink rates no matter how many calls you make.

Are the rates the same 24 hours a day, 7 days a week?

  • Yes, you will get the same Vodalink rates no matter when you call.

What is a special country code termination? How do I find out if I’m dialing to a special country code termination?

  • A special country code termination is an International toll number assigned to certain institutions in various destinations. These may include army bases, universities, hospitals, banks and other government institutions. If you’re calling a special country code termination, your call could be billed at a higher rate. Some governments and organizations charge higher fees for these calls.

I have a different company than Vodalink for my Long Distance. Can I still use Vodalink Long Distance rates?

  • Yes. VodalinkLong Distance rates is available to everyone no matter who their Long Distance company is – there is no need to switch.

Is there a connection fee when placing a call with the Vodalink Long distance ?

  • No, with VodalinkLong Distance there are no per call connection fees and or monthly fees.

How do I use my Vodalink Long distance?

  1. Dial the Number on this links, local or toll freehttps://vodalink.ca/access_numbers
  2. Enter your Access Code (found on the card) if phone is not registered
  • Dial the destination number follow by # sign

 

Will I ever get a busy signal when I call the Vodalink Long Distance Access Number?

  • No, you will not get a busy signal when you call the VodalinkLong distance Access local or toll-free number. We have our own state-of-the-art digital switching system that will connect and complete your call.

How I can activate my Vodalink Long Distance access option?

  • You will need to call Vodalink support service to activate the Long Distance Access that will set you up in 6 to 12 hours. You must have an active account and you will require identify yourself to complete your order.
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