BRUCE TELECOM LOCAL SERVICE SOUTHAMPTON AND OWEN SOUND FAQs

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1 ADMINISTRATION CENTRE Box 80, R.R. #3 Tiverton, Ontario N0G 2T0 Tel: BRUCE TELECOM LOCAL SERVICE SOUTHAMPTON AND OWEN SOUND FAQs Can I get local telephone service from Bruce Telecom? Bruce Telecom is able to provide local service to most areas in Owen Sound and Southampton. Can I keep my existing phone number? Yes - as long as you are currently with Bell. No - if you are currently with another provider such as Rogers, Bruce Telecom will have to assign you a new telephone number. Will my phone number and address be printed in my local phone directory? Yes each customer will be listed in the directory local to the customer. Can I get an unlisted number with Bruce Telecom? Yes the monthly charge for an unlisted number will be $2.00. What kind of services can Bruce Telecom offer? Bruce Telecom can offer: - local telephone service - variety of features to enhance your phone service - long distance including toll-free numbers for residential and business customers - High Speed Internet, DSL Lite and Unlimited Dial-up Internet What features are available with my phone service? Call Answer Call Answer to Call Blocking Call Display Number Call Display Name (must already have Call Display Number) Call Forwarding 3-Way Calling Call Transfer Speed Calling 8 or 30 Home Intercom Ident-a-call Call Waiting/Cancel Call Waiting Call Forward Busy Call Forward Don t Answer Safety Line 3- Way Calling Remote Call Forwarding Do not disturb Selective Call Return Call Screen Unidentified Call Rejection Selective Distinctive Ring Page 1 of 5 Updated: 8/28/2009

2 Can I choose whatever features I would like to have on my phone line? Bruce Telecom offers five packages - however the customers can change the features offered in the various packages or add additional features if they wish to. Can I change features at any time? Yes, simply call Bruce Telecom at and press 1 for Customer Care. Is there a charge for changing packages or features? No. How long will it take to transfer service to Bruce Telecom? Approximately 2-5 business days. Will I be required to provide a security deposit for service? In most cases deposits will not be required. Bruce Telecom will request a deposit if customers are not able to provide a current paid-to-date land line or cellular phone bill or do not wish to provide permission for a credit check with Bell Canada. Is there a contract for telephone service? No Bruce Telecom does not require customers to sign a contract for any of the telephone service packages. However, if the services are discontinued in less than 30 days the customer will be responsible for paying a minimum of one month s charges for all services, including local service, long distance if applicable, telephone features and Internet. Is there a minimum billing amount for telephone service? The minimum charge for service is one month for services. Are there any service charges for setting up local service with Bruce Telecom? No (with the exception of any wiring, cabling and jack installation). Will I get a monthly bill? Bruce Telecom creates a bill each month for its customers. We now have a paperless bill payment service called Online Advantage that will allow you to view your bill on line at any time. Online Advantage allows you to: - view and pay your bills online anytime, anywhere - review a 6-month history of your account - eliminates paper invoices - ability to identify a phone number on your bill - password protection Page 2 of 5 Updated: 8/28/2009

3 - pay the current amount owing online You will receive an from Bruce Telecom once your local service is in place advising what your account number and password are along with instructions to access Online Advantage. This will be sent to the address you give to Bruce Telecom when you are setting up your new service with us. Customers who wish to receive a paper copy of the monthly bill will be charged $1 per month for this service When will I be billed? You will receive a bill (either electronically or by mail) approximately the 10 th of each month. Payment will be due on or before the 27 th of each month. If I am an existing customer with Bruce Telecom will my account number change? Yes you will receive a new account number when you get local service with Bruce Telecom. Please make sure that if you are already paying your Bruce Telecom account through online banking that you change your account number before making your next payment. Your new account number will be sent to you by if you will be using Online Advantage to receive your bills or it will be printed on the top right corner of your paper bill if this is the option you have chosen to receive your monthly bill. Will I be charged late fees on unpaid account balances? Yes. At every monthly billing, a Late Payment Charge is applicable to each account not in dispute for which payment has not been received by Bruce Telecom on or before the due date of the 27 th of each month. Interest per month on the amount in arrears is charged at the rate of 1.0%. Does Bruce Telecom offer Internet service as well as local phone service? Yes - Bruce Telecom offers High Speed, DSL Lite and Unlimited Dial-up. What is included with Residential High Speed Internet? Access speed of up to 5 Mbps 5 Mailboxes Personal Webpage 10 hours of dial-up access Free Spam and virus protection What is included with Residential DSL Lite? Access speed of up to 512K upload and download 5 Mailboxes Personal Webpage Page 3 of 5 Updated: 8/28/2009

4 10 hours of dial-up access Modem Free Spam and virus protection What is included with Unlimited Dial-up Internet? Unlimited hours of Internet access each month 5 addresses 10 MB personal homepage Free span and virus protection Does Bruce Telecom offer Long Distance service? Yes - Bruce Telecom provides competitive long distance packages to its customers. Can I get an 800 number for my residence from Bruce Telecom? Yes - Bruce Telecom can arrange toll-free numbers for its residential customers. Will my long distance calling area change? No. You will have the same local calling area and the same long distance area as before. Will I be able to make 900/976 calls from my phone? No. This service will not be available from Bruce Telecom. Will I be able to accept collect calls or third-party billing calls? No - these calls will not be allowed. Bruce Telecom provides two options to collect calls and third-party billing calls: a) 800 numbers are available to residential customers b) customers may order as many calling cards as required so all family members can have a calling card Can I get a calling card from Bruce Telecom? Yes, for your Bruce Telecom long distance calls. Will I be able to access 911 service? Yes - all customers will have enhanced 911 service. A monthly service charge of 19 cents is automatically added to all customer accounts for this service. Will I be able to access Message Relay Service (MSR)? Yes. A monthly service charge of 13 cents is automatically added to all customer accounts for this service. Page 4 of 5 Updated: 8/28/2009

5 Can I transfer telephone service without changing current DSL provider? In most cases you will be able to keep your current DSL provider if you wish. What do I dial if I need repair service? Simply dialing 611 from your home telephone or from any other phone will take you directly to the Bruce Telecom repair service which is answered 24 hours a day. If my phone goes out who will repair it? How long will it take? Bruce Telecom will repair your phone service. The length of repair time will depend on the issue. Who will fix my inside wire? Bruce Telecom will be able to do this work. Installation charges for pre-wires, new jacks etc can be obtained by calling Bruce Telecom at and pressing 1 for Customer Care. Charge to repair wiring will be $95.00 plus materials for the first jack and an additional $50.00 for each additional jack. Page 5 of 5 Updated: 8/28/2009