| Frequently
asked questions about
NorthernTel Cellular Services:
Other questions?
Call NorthernTel
Customer Care at 1-800-667-8350.
 What
is the System Access Fee?
A $6.95 per month System Access Fee is charged by NorthernTel to help in recovering
the significant costs associated with the operation of its wireless network, including the
costs for ongoing maintenance, new equipment installations, technology upgrades and
government license fees.
When does airtime apply for Message Centre?
Airtime applies when messages are retrieved from
your cellular phone. There are no airtime charges to retrieve messages from
any other Touch-ToneTM phone, or when messages deposited into
your Message Centre. Long-distance applies when retrieving messages from
outside your home service area.
When does long-distance apply?
Long-distance applies on incoming calls, if you answer your cellular phone while
travelling outside of your cellular telephone number’s local area (home service
area). Outgoing calls are local to the area/city from which you are dialing regardless of
your cellular telephone number (i.e. if you have a Kapuskasing number, and you are in
Toronto making an outgoing local call to Toronto, only airtime charges apply).
How do I set up my Message Centre and retrieve my messages
using my cellular phone? NEW!
- Dial the following sequence: area code; cellular
number; # (pound); and press SEND. Remember to dial "1" before your area
code if you are calling from outside your local calling area.
- When you do this for the first time, you will be
asked for your temporary passcode, this should be give by the NorthernTel Customer Care... An operator will come on the line and allow you
to change your passcode, record your recording and name etc.
- To retrieve your messages dial the following
sequence: area code; cellular number; # (pound); and press SEND. Then
follow the voice prompts.
How do I access my
voicemail automatically?
NEW!
It's possible to pre-program a
retrieval method on your cell phone. Instructions on how to program your
cell phone are available in your handset user manual. You can also click one
of the links below:
Audiovox 9100
Enter MIN - Press STO
Scroll to Cell -Press STO
Press CLR - Enter in name Voice Mail - Press STO
Enter Location ID 98 - Press STO
Audiovox 8200
Press Envelope Key
Scroll to Settings Press SEL
Scroll to Voice Call Back # - Press SEL
Enter in MIN Press SEL to store
Audiovox 8500
Press 2 DOT menu key
Scroll to Setting - Press OK
Scroll to Edit Voice Call Back #
Enter in MIN Press OK to store
Kyocera 5135
Press Menu
Scroll to Messages Press OK
Scroll to Message Settings Press OK
Scroll to Voicemail Number Enter in MIN Press OK
Motorola
V120c/270c/60c
Press Menu
Scroll to Messages Press Select
Press Menu
Scroll to Voicemail Setup Press Select
Enter in MIN Press OK
Nokia6185/6185i
Press Menu
Scroll to Messages Press Select
Scroll to Voice Messages Press Select
Scroll to Voice Mailbox Number Press Select
Enter in MIN Press OK
Samsung
A500
Press Menu
Scroll to Mail Kit Press OK
Scroll to Message Setup Press OK
Scroll to General Press OK
Scroll to Voicemail # - Press OK
Enter in MIN Press OK
Samsung A460
Press OK
Scroll to Message Setup Press OK
Scroll to General Press OK
Scroll to Voicemail # - Press OK
Enter in MIN Press OK
Samsung SCH-N370
Press OK
Scroll to Message Setup Press OK
Scroll to General Press OK
Scroll to Voicemail # - Press OK
Enter in MIN Press OK
How do I retrieve my messages?
NEW!
From your cellular phone:
- Dial your 10 digit cellular number
(11-digit if you are calling
from outside your local calling area), press # key,
and the SEND key.
- The operator will then ask you for your passcode
and advise you of any new messages.
From a Touch-Tone phone:
- Dial your 10 digit cellular number
(11-digit if you are calling
from outside your local calling area), wait for your
Message Centre greeting, press the # key. The operator will then ask you
for your passcode. The operator will then advise you of any new messages.
- When retrieving your messages, you will have other
options, refer to booklet or to "How
do I access my voicemail automatically?".
- There is a monthly cost for this feature. Airtime
applies to messages being deposited. The customer is not charged airtime
when retrieving the messages, long distance charges will apply for
retrieval of messages if the customer is not in his home territory.
When
is my bill due?
Payments are due upon receipt of the bill, therefore we request that you pay as
soon as you receive your invoice. Late payment charges apply if we do not receive your
payment by your next billing date.
Why does my bill say Mobility Canada on it?
NorthernTel currently contracts out the billing for our customers to Mobility
Canada. They run the bills and handle payments for NorthernTel at this time.
How
can I pay my bill?
Bills can be paid:
- At any chartered bank (please include your payment sub)
- By preauthorized chequing
- By cheque (please include your payment stub)
- By credit card via phone (details on credit card payments may be obtained from Customer
Care)
Does long-distance apply when using 1-800 numbers?
No, 1-800 numbers are toll free, but airtime charges do apply.
Why do I sometimes get Toronto when I call for
Customer Care?
This happens because 1-800-667-0123 is a shared number throughout North America as is
*611. What these numbers do is give you the Customer Care departments in what ever area
you are calling from, not necessarily your home carrier. If you have billing or package
inquiries just ask them to give you the correct tollfree number to reach your home area.
How do I receive incoming calls when I travel outside
of my home area?
Your calls will automatically follow you across most of Canada and the U.S. Other
networks require you to self-register each day by entering *18 and *19 to de-register, if
you wish to receive incoming calls. For exact details on roaming coverage, refer to your
roaming guide or call Customer Care at *611 from your cellular phone or 1-800-667-8350
from a landline.
Can people call me locally when I’m roaming?
Yes, each North American , metropolitan city, and many smaller towns, that offer
cellular service has a special access phone number that can be used from a Touch-ToneTM
phone. The caller dials the Roamer access number for the city where the cellular is
located. Once they hear the dial tone, they should enter the 10 digit mobile number.
What will be my
charge if I travel in the U.S.?
When you travel outside of Canada in a digital
coverage area, airtime charges are now $ 0.99 CDN per minute and long
distance is $ 0.75 CDN per minute. In analog coverage areas, airtime is now
$ 1.80 CDN per minute and long distance is $ 0.99 CDN per minute. If you
currently subscribe to a special roaming feature or rate plan, your rate is
not affected.
If I’m roaming in the U.S. will my Message
Centre accept
calls while I’m away from my phone?
Yes, Enter *19 SEND to remove your Follow-Me-Roaming feature and your
Message Centre will be activated; to reconnect Follow-Me-Roaming, enter *18 and press SEND
How
To Use Call Forwarding
To activate
- Dial *72#
- If you are in your home territory and wish to direct your calls to a local number,
enter the 10 digits of the number.
- If you are in your home territory and wish to direct your calls to a long distance
number, enter the 11 digits of the number.
- Press the SEND key and wait for a confirmation tone.
To deactivate
- Dial *73 and press the SEND key. You will receive a tone confirming that the feature
has been deactivated.
- Note: If you are forwarding calls to a long distance number, applicable long distance
charges will appear on your invoice.
- The call forward feature does not charge unless the customer is on a safety or
retention package.
- If you have both Call Forwarding and Message Centre, activating Call Forward will
override your Messaging feature.
How to
Use Call Waiting
- Your second call will be signaled by a fast two-beep
tone.
- To answer the second call, press the SEND key. This puts your first call on hold and
connects you with your second call.
- To put the second call on hold and reconnect with the first, press the SEND key.
- You can alternate between callers as often as you wish, by repeatedly pressing SEND.
- Do not press END to terminate one call as this will terminate both calls. Ask the
calling party to hang up and your contact with the remaining caller will be resumed.
Note: Airtime charges will apply for both calls. The two-beep tone will sound twice. If
you do not respond to the second set of beeps, and if you subscribe to voice mail, the
call will be forwarded directly to your mailbox.
How
To Use Three-Way Calling
- Dial the first number, then press the SEND key. Your first call is now in
progress. Wait until the first party answers.
- Press SEND to place the first call on hold. Wait for a dial tone.
- Dial the second number, press the SEND key. Your second call is now in progress. Wait
until the second party answers.
- To disconnect the second party, press the SEND key.
- Press END to terminate both calls.
Note: Airtime charges apply to both calls.
Locking
and unlocking your phone
Some cellular phone models can be locked to prevent unauthorized usage. If the lock
indicator light is on, the unlock code must be dialed before any calls can be placed. The
unlock code is programmed into your cellular phone by the dealer at the time of
activation. Some examples of unlock codes may be 123, 1234, last 3 or 4 digits of a
person’s cellular number.
How to Set up Voice Mail
From your cellular phone:
- Dial # then your 10 digit cellular number then the SEND key.
- The operator will ask you for a temporary password. By default, when activating the
voice mail in Octel, we put the last 4 digits of the cellular number as the temporary
passcode. If the last 4 digits of the cellular number starts with a zero, replace the zero
with 1.
- After you have entered your temporary passcode, the operator will then ask the customer
to change it to another number he/she can remember.
From a Touch-Tone phone:
- Dial your cellular number and enter the # key when the system answers.
- The operator will ask you for a temporary password. By default, when activating the
voice mail in Octel, we put the last 4 digits of the cellular number as the temporary
passcode. If the last 4 digits of the cellular number starts with a zero, replace the zero
with a 1.
- After you have entered your temporary passcode, the operator will then ask the customer
to change it to another number he/she can remember.
- Follow the prompts to record your name.
- Follow the prompts to record your personal greeting.
How
to retrieve your messages:
From your cellular phone:
- Press # key, your 10 digit cellular number, your passcode and the SEND key.
- The operator will then advise you of any new messages.
From a Touch-Tone phone:
- Dial your cellular number, wait for your Message
Centre greeting, press the # key. The
operator will then ask you for your passcode. The operator will then advise you of any new
messages.
- When retrieving your messages, you will have other options, refer to booklet.
- There is a monthly cost for this feature. Airtime applies to messages being deposited.
The customer is not charged airtime when retrieving the messages, long distance charges
will apply for retrieval of messages if the customer is not in his home territory.
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