SUPPORT

Here to assist you!

Online and email support is available 24/7/365.

Tips for contacting support

When the number of inbound calls exceeds the number of agents, you will be sent to voicemail to leave a message for a callback in priority sequence. We felt this was a better option than leaving you sitting on hold for 45 minutes like a lot of other ISP’s do; this leaves you free to do other things rather than be tied to the phone waiting. If you get sent to voicemail, please LEAVE A MESSAGE. Calling back during these times will only delay talking to an agent. We typically target a response time of 1 hour for callbacks. E-mail requests sent either through the contact form or directly to support@netfox.ca will get the quickest response. If you still have the ability to e-mail through your phone or other device we recommend this method.

We do not provide support in programming your modem or router.

What is a DMC (Diagnostic Maintenance Charge)?

A Diagnostic Maintenance Charge occurs when Bell has been dispatched to check your line and they find no fault between the Central Office and the demarcation point on your house. In layman’s terms, if there is a clear DSL or phone signal getting to your house which is all they (and we) are obligated to provide under our Terms of Service and the fault resides either in the customers equipment or home wiring, a $110.00 charge will apply.

We do not want to see you incur this charge any more than you do. This is a straight charge from Bell to us which we must pass on to you. They’ve instituted this charge due to the exceedingly high number of dispatches that turned out to be a customer side problem which they are not responsible for. So before dispatching Bell the the customer will have to agree to pay the $110.00 DMC charge ‘IF’ Bell does not find a fault on their end.

How to use your touch tone features

Call Display

  • After one to two telephone rings, the name and number of the caller will be displayed, including calls made from non-published numbers.If a caller has intentionally blocked the display of their name and number, ―Private Number‖ and ―Private Name‖ will appear on your display screen.
    • When you combine Call Display and Call Answer services you have the choice of answering immediately after recognizing the caller’s number, or letting Call Answer service take the call for you.

    Call Waiting

    To answer a waiting call (when you hear the beeps), briefly press the Link or Flash button. To return to the original call or to alternate between callers, briefly press the Link or Flash button. To end the first call before answering the second, hang up. The phone will ring with the second call.

    To temporarily turn off Call Waiting signals before placing a call:


    • Lift the receiver and press *70 or dial 1170 (rotary phones) and listen for a tone confirming the signals have been turned off. Place your call.
    • Your callers will receive a busy signal during this time or be routed to Call Answer service (if you subscribe to it). Call Waiting service will be turned back on automatically once you hang up.To temporarily turn off Call Waiting signals during a call
    • Press the Link or Flash button briefly. Press *70 or dial 1170 (rotary phones) and listen for two short beeps confirming the signals have been turned off.
    • You will be returned to your call.
    • Your callers will now receive a busy signal during this time or be routed to Call Answer service (if you subscribe to it). Call Waiting service will be turned back on automatically once you hang up.

    To turn off Long Distance Signals:

    Long distance signals can interfere with the operation of your answering device or ring selector. To turn off the long distance signals lift the receiver and press *49 or 1149 (rotary phones) and listen for one long beep.The long distance signals have been turned off until you restore them. To restore the long distance signals, repeat the above steps. Two short beeps will confirm that they have been turned back on.

    Call Answering

    How to set up Call Answer service for the first time:

    • From home, dial *98. Your mailbox number is always your telephone number..
    • Enter your temporary password, which is the same as your telephone number excluding the 3 digit area code. Ex: 555-5555.
    • Enter a new password –It can be any combination of 4 to 15 digits not beginning with 0..
    • Record your name or telephone number as a personal identification.
    • Record a greeting that callers will hear when Call Answer service picks up. If you prefer, you may use the system’s prerecorded greeting.
    • Press the * key to exit. Your Call Answer voice mail is now ready to automatically answer your calls.

    To change number of rings: Enter *94. After 3 beeps, enter the number of times you want the phone to ring before taking messages (0 to 9).

    To change your personal greeting: Enter *98 followed by your password. Respond to the voice prompts in the following order: 4, 3, 1, 2, record, #.

    To change your pre-recorded name or phone number: Enter *98 followed by your password. Respond to the voice prompts in the following order: 4, 3, 3, new name, #.

    To change your password: Enter *98 followed by your password. Respond to the voice prompts in the following order: 4, 2, 1 , new password, #.

    Call Forwarding

    How to use Call Forwarding service:

    • Lift the receiver and press *72 (or dial 1172 on rotary phones). Listen for three beeps followed by dial tone. Dial the phone number to which your calls are to beforwarded. If the person answers, keep the line open for at least 5 seconds to establish service.
    • If the number is busy or does not answer hang up. Lift the receiver and press *72 (or dial 1172 on rotary phones). Dial the number to which your calls are to be forwarded, listen for two beeps and hang up.
    • To cancel Call Forwarding service: Lift the receiver and press *73 (or dial 1173 on rotary phones). Listen for two beeps and hang up.

      Visual Call Waiting

      How to use Visual Call Waiting service:

      • Local calls are signaled by a short beep while long distance calls are signaled by one long and two short beeps. After one to two signals the name and number of the caller will be displayed.
      • To answer the waiting call briefly press the Link or Flash button.
      • To return to the original call or to alternate between callers briefly press the Link or Flash button..
      • To end the first call before answering the second, hang up. The phone will ring with the second call..
      To temporarily turn off Visual Call Waiting signals before placing a call:

      • Lift the receiver and press *70 or dial 1170 (rotary phones) and listen for a tone confirming the signals have been turned off.
      • Place your call.
      • Your callers will now receive a busy signal during this time or be routed to Call Answer service (if you subscribe to it). Visual Call Waiting service will be turned back on automatically once you hang up.
      To temporarily turn off Visual Call Waiting signals during a call:

      • Press the Link or Flash button briefly. Press *70 or dial 1170 (rotary phones) and listen for two short beeps confirming the signals have been turned off.
      • You will be returned to your call.
        Your callers will now receive a busy signal during this time or be routed to Call Answer service (if you subscribe to it). Visual Call Waiting service will be turned back on automatically once you hang up.
      To turn off long distance signals:Long distance signals can be turned off if they interfere with the operation of your answering device or ring selector. To turn off the long distance signals lift the receiver and press *49 or 1149 (rotary phones) and listen for one long beep.The long distance signals have been turned off until you restore them. To restore the longdistance signals, repeat the above steps. Two short beeps will confirm that they have been turned back on.

      Call Privacy

      With Call Privacy service, once a call has been intercepted, and the caller has identified themselves, you simply have to look at your telephone display screen to decide whether you would like to take the call and be immediately connected to the caller. The caller will be asked to identify themselves by either pressing the star key to enter a 10-digit number, or releasing their number by pressing the pound key. A number must be entered or released before their call will ring through. To allow private numbers that call you frequently (such as calls from cellular phones) to get through to you automatically, you can add these numbers to your Selective Acceptance List. The service also allows you to set a Friends & Family Pass Code so friends and family members who call from either private or unknown numbers can get through immediately, without being intercepted. Call Privacy service offers you flexibility by giving you the option to turn the service ON or OFF. You also have the ability to screen out unwanted callers by redirecting these callers to a courteous recording. And, if you’re a Call Answer or Call Answer Message Manager service subscriber, you can enjoy peace and quiet without the phone ringing, by sending calls directly to your voice mailbox for a specified period of time.

      To customize your Call Privacy service press *11 on your phone to:

      • Turn Call Privacy service On or Off
      • Access your Selective Acceptance List
      • Set a three-digit Friends & Family Pass Code
      • Set Peace & Quiet time (must be subscribed to Call Answer) Then listen to the voice announcements for instructions.
      To screen out certain unwanted numbers: Lift the receiver and press *60. Then listen to the voice announcements for instructions. Please note Call Privacy service does not intercept calls that are displayed as unknown name or private name, therefore these calls will ring through.

      Things to know about your Digital Phone Service

      The most important thing to understand about Voice Over Internet (VoIP) is that it is NOT like your old Bell landline; it requires a dependable high speed connection to work properly. This means that if your internet connection is interrupted or your power goes out, your phone service will not work. If your internet has been down for a period of time you may need to power cycle the phone adapter to make sure it reconnects to the internet to ensure it works properly.

      If you get a message ‘device not registered’, it means the phone adapter is not receiving an internet signal. Power cycle all your equipment; modem, router and phone adapter. Wait a few minutes until all the lights on the adapter come back on and try again.

      Digital Phone Feature Codes

      *67 – Calling Line ID Delivery Blocking per Call
      *72 – Call Forwarding Always Activation
      *73 – Call Forwarding Always Deactivation
      *74 – Call Forwarding Always To Voice Mail Activation
      *75 – Call Forwarding Always To Voice Mail Deactivation
      *78 – Do Not Disturb Activation
      *79 – Do Not Disturb Deactivation
      *92 – Call Forwarding No Answer Activation
      *93 – Call Forwarding No Answer Deactivation
      *94 – Call Forwarding No Answer to Voice Mail Activation
      *95 – Call Forwarding No Answer to Voice Mail Deactivation
      *98 – Voicemail Box

      Troubleshooting DSL Issues

      IMPORTANT: The first thing many people do when their internet stops working is they hit the reset button on the back of the modem. DO NOT DO THIS. It will erase all the settings in your modem and guarantee you will not get online again until it is reprogrammed. ‘Power cycling’ is the act of turning off (or unplugging) the modem for a few seconds and turning it back on again.

      No Sync (ADSL light is off) Also known as ‘Forget about the internet light for a minute!’

      If your internet stops working, this is the first thing to check. The ADSL light is an indicator of whether a signal is actually getting to the modem. If it isn’t, then nothing else is going to work. Here is a list of things to check if you have no ADSL light on the modem:

      1. Power cycle the modem & router to see if they just need to be refreshed. (Turn them off for 10 seconds and back on again. Wait at least one minute to see if ADSL light comes on and stays on solid or if you can get back online again)

      2. Make sure all phones have DSL filters; someone may have moved a phone or added a new one and forgot to add a filter. Disconnect all phones from their jacks so that the modem is the only thing connected. Power cycle the modem again and see if sync is restored. If it is, then the issue may be interference from a phone. Start reconnecting them one at a time to determine which phone is causing the interference. (Does not apply to dry loops)

      3. Inspect the phone cord, modem port where it connects, and phone jack for any signs of damage or corrosion. Make sure the connections are not loose.

      4. Make sure the phone cord to the modem is under 10ft, test at other jacks in your residence.

      5. If your residence has an outside demarcation point (grey Bell box, usually found near hydro meter) see if it has a working jack to test your connection there. You should be able to see where the line comes in from the pole and connects through this box; there should be a jack next to it. The newer demarcs that this can be done at are usually about the size of a hardcover book and can be opened with a flat head screwdriver; if it’s an older one you will not be able to open and test it there.

      6. If you have any friends, family or neighbours with DSL try testing your modem there. All you need to do is plug it into one of their jacks and power it up to see if you get a solid ADSL light; no programming necessary. This is just to confirm that the modem is still capable of receiving a signal and rules it out as a possible source of the problem.

      7. If you’ve done this testing and are satisfied that the issue is not your equipment or inside wiring, you can request that we submit a ticket to Bell to check the route, line and build. You will first need to agree to a possible charge of $110.00+ tax if Bell is dispatched and do NOT find a problem on their side of the network; meaning the issue is still somewhere within your residence. If the problem is on their end (network, central office hardware etc.) then there is no charge.

      Cable Slow Speeds

      Since cable is a shared connection with other users in your neighborhood, during peak hours when the most people are online (6pm- 11pm) you will not get the full speeds based on the package you ordered. Although it should never be so bad you can’t surf; this could indicate a different problem. Try these steps to try to narrow down where your problem may be.

      • Are you speeds bad all the time or just certain hours? Peak usage would explain some speed loss if it’s primarily in the evenings you’re seeing slowdowns.
      • Are you speeds bad all the time or just certain hours? Peak usage would explain some speed loss if it’s primarily in the evenings you’re seeing slowdowns.
      • If you use Torrent/P2P sites for downloading, make sure they are all turned off, make sure there are no Windows updates running. If you are using a wireless router, remove the router and connect the cable modem directly to your computer.
        Power cycle the modem and try a speedtest to see if there is a marked improvement in your speeds. If there is, this would indicate a possible problem with your routers settings or the router itself.
      • Go to www.speedtest.net to do your speed test, make sure it chooses a server in your province.
        Inspect the coaxial cable going to the wall, insure there are no signs of damage or corrosion. Make sure the connection isn’t loose or dirty.
      • If you’re still having issues, do a full factory reset on the modem. There is a small button on the back, hold it down for 5 to 10 seconds until all the lights flash. Give it a minute or two to restart and reconnect and try the speedtest again..
      • Do an IP release/renew.
      • Flush your DNS cache