All FAQs

The health and safety of all Canadians is of utmost importance to Rogers. They work closely with Innovation, Science and Economic Development Canada to make sure every product and service they offer Canadians meets rigorous safety standards.

All of their products and services meet Safety Code 6: Health Canada’s Radiofrequency Exposure Guidelines.

For further information about Safety Code 6, please visit Health Canada’s website.

Additional information can also be found at the Canadian Wireless Telecommunications Association.

5G access requires a 5G-enabled device in an area where there is 5G coverage. See the current 5G coverage map.

5G access is an option with Rogers Vendor of Record plans at no extra charge, users are automatically on the Unlimited data option ($49.75) without the option of the lower data tier.

Yes, but we suggest you check with your device manufacturer to make sure your device is certified for use on the Rogers network. Handsets purchased after December 2017 should be automatically unlocked due to CRTC ruling but we recommend checking the device is unlocked first.

Keep in mind, to access the 5G network you’ll need to be on the 5G option on the Rogers Vendor of Record plan. Also you’ll need to be in an area with 5G coverage.

5G will, over time, offer us experiences unlike any we’ve seen so far:

Connections everywhere

5G will support many more connections as the number of connected devices in our homes, businesses and communities grow.

• Think: Smart cities and digitally connected world!

Instant responses

5G will bring us ultra-low latency, meaning near-instantaneous network access and less of a delay in sending and receiving data.

• Think: Instant responses and lag-fee multi-player cloud gaming

Unprecedented speeds

5G will allow you to stream, download and upload massive quantities of data at unprecedented speeds.

• Think: Downloading your 4K movie in the blink of an eye

You might not be able to connect to a 5G network because:

• Your device is connecting to an HSPA+ or 4G LTE network, as that network’s signal is stronger.
• You’re in an Extended Coverage area.
• You’re roaming outside of Canada.

Rogers takes their responsibility for keeping customer data and information private and secure very seriously.

They work with government and industry partners to make sure their networks are safe and secure, and they ensure that the standards they set are built into our networks, including 5G.

Additionally, the devices they sell meet all Government of Canada standards and are certified for use in Canada.

No, Rogers are continuing to invest in the 4G LTE network. Their 4G LTE and 5G networks work together providing seamless coverage and the confidence to stay connected across Canada.

The corporate Vendor of Record rate provides 5G access at no extra charge.

If you choose to use the 5G option on the Vendor of Record plan with Rogers, you are automatically on the Unlimited Data tier.

The monthly charge is $49.75.

The option of the lower pricing for up to 6GB of data limit is not available on the 5G version of the plan.

Today, 5G speeds are similar to Rogers’ fastest 4G LTE experience and will continue to get faster over time.

Rogers started rolling out Canada’s first 5G network in Vancouver, Toronto, Ottawa and Montreal. Today, they provide 5G service in over 50 cities and they’re continuing to expand across Canada! Check the Rogers network coverage map for current availability. .

See Rogers current 5G coverage map

Rogers have started to roll out 5G roaming on select devices in the United States, and more devices will have this feature over time. For devices that do not currently support 5G roaming, you can use Roam Like Home_TM with your 5G phone in over 185 international destinations when travelling, all for a low daily rate. Learn more about Roam Like Home.

Rates listed here are for direct distance dialling, not operator assisted dialling

Rates listed here are for direct-distance dialling, not operator-assisted dialling

The Telecommunications department at the University of Toronto has negotiated agreements with its telecommunications suppliers in order to provide the University with a quality level of service consistent with the lowest possible rates. Below are  the rates for the most-frequently ordered telephone services.

CENTREX telephone line (monthly rate)

Please be advised that a ‘customer not-ready’ fee will be applied when a Bell technician arrives at a customer’s premises on an agreed date and the technician cannot proceed for any of the following reasons:

• site contact not available to instruct technician of work required,
• customer project postponed
• customer design change that pushed out the schedule
• any other client-related issue that changes the schedule when the tech arrives to do the work and the department is not ready to have Bell perform the work

A minimum $200 fee will be charged in such instances to reschedule the appointment to a later date.

To avoid penalties, customers should postpone the service installation by providing a 24 hour minimum notice to Bell.

Cancellation charges that will be applied on orders cancelled less than 2 business days prior to the service due date will be one month’s service charge plus the one-time-only installation charge or $262.50 – whichever is less.

No cancellation charge is applied if the order is cancelled 3 or more days prior to the due date.

Cancellation charges will not be applied in the following cases:

• New connections where there is no established account
• If replacing one service with another of equal or greater value. Replacement service must be identified to Bell at the time of cancellation
• Modifications to orders (ie: 2 Centrex lines changing to 1 Centrex Line, room numbers, etc)
• Disconnect orders
• One service is cancelled for an order with multiple service requests.

If you are able to make outgoing calls but don’t hear your set ringing for incoming calls:

• check your volume control to make sure your volume bar is turned up enough and not in an “off” or “low” volume position
• check to make sure that you have not manually call forwarded your telephone to another number and forgotten to cancel the call forwarding feature

Voice Grade Data Lines Only

Plug a single-line handset (e.g., Unity II 8000/9000 series set) into a fax or modem line jack to verify that this is a line problem, not a peripheral equipment malfunction.

• If you hear a dial tone and the line seems to be fine, check your peripheral equipment to see if it requires adjustments or repairs.
• If you do not hear a dial tone when the set is plugged in, email telecom.services@utoronto.ca or call 416-978-2000

To rule out set problems, test another set of exactly the same type in place of the problem set at the same jack location. If the other set works or the problem has cleared up, you probably do have a set problem.

Email telecom.services@utoronto.ca or call 416-978-2000

Line static and interferences can result from a line or a set problem.

• Check your connections for loose cords, especially the cord connection into your handset.
• See the suggestions in Set Problems to rule out a set problem before reporting a problem with your line
• Check to see if there is an electrical transformer for another device immediately behind the set. Sometimes electromagnetic waves emanating from the device can affect your set.

If your digital display has disappeared or appears to be scrambled, check the attached AC adapter (black box-power transformer) to make sure it is still plugged into the electrical wall/floor outlet or power bar; this is what controls the appearance of the digit display on your set.

Did you wait to hear the feature acceptance tone (3 beeps)?
Did you wait to hear the confirmation tone (2 beeps)?
If you are hearing only a fast busy tone, the feature you are trying to activate is not being accepted.

• Try to enter the numbers again or cancel
• Check with your department’s Telephone Coordinator to see whether the feature you are trying to use has been assigned to your set

Check all of your connections to the jack, to the set and also into the handset.

1. On the Home screen of your Polycom phone, navigate to Directories
2. Select Contact Directory
3. Select Add or Plus sign
4. Enter the information needed and press Save

Your BroadConnect VoIP voicemail can be configured to your preferences

Voicemail-to-email is included in your VoIP Standard or Premium license, but needs to be activated and an email address added. Once activated, your voicemail messages will appear with attached .wav sound files, along with the caller’s ID, in the email inbox you have specified.

Setting Voicemail Preferences in Communicator 7

To set voicemail preferences in Communicator 7 on your computer, do the following:

1. Open Communicator 7 on your computer
2. Click the gear icon on the left to open Settings
3. Click the dark bar near the top and select Voicemail from the dropdown.

Please see the diagram below for a description and explanation of the options.

Voicemail-to-email is included in your VoIP Standard or Premium license, but needs to be activated and an email address added. Once activated, your voicemail messages will appear with attached .wav sound files, along with the caller’s ID, in the email inbox associated with your VoIP license.

1.  Log in to the voicemail by dialing *86 or press the Message key
2. Enter your password
3. Press *
4. Press 8 to change the password
5. Enter and confirm the new password

There are minimum standards to ensure that your voicemail remains secure:

• Minimum of 6 numeric characters
• Cannot be repeated number consecutively
• Cannot be the previous set password

Communicator 7 is the application used for the communications tools available to you on your desktop and mobile devices. The password can be changed from the desktop version of the application. To change the password:

• Reset the password using the Broadconnect portal link

or

1. Open Communicator 7 on your desktop computer
2. On the left icon menu, click the settings icon (the gear icon), then click Forgot password? A new page will open
3. Enter your username, which your 10-digit phone number (no dashes or spaces), and your email address. You will receive an email with a link to reset your password
4. Click the link in the email. A new page will open
5. Enter your new password in the two boxes.

• Password cannot contain login ID
• Password must contain at least one number
• Password must contain at least one uppercase alpha character
• Password must contain at least one lowercase alpha character
• Password must contain at least one non-alpha character
• Password must be a minimum of ten characters

You probably already know that you can make and receive calls on your computer with VoIP, but what kind of hardware do you need in addition to the computer?

The only additional hardware needed is either a headset, which includes earphones and a microphone, or, if you are not in a shared space, a microphone and/or speakers. There is a wide variety of options available at any of the well-known electronics retailers, so no specific models are recommended here; rather, below are some guidelines on what to look for when seeking a unit to connect to your computer. Apart from the factors mentioned here, there are the personal considerations of comfort and ease of use: these are quite unique to individuals and will depend on how long you need to wear the device in a day, what your particular use case is, and factors such as ear and head shape. A device that may be perfectly comfortable for one person to wear for a full day may irritate another person after only an hour, so some trial and error may be expected.

Connecting the audio devices

Depending on the capabilities of and connectors on your computer, the audio hardware can connect via Bluetooth, USB cable, or 3.5mm (mini) cable. The advantage of a Bluetooth headset is that you are not tethered to your computer; you can move a few meters away and remain connected to the call. Not all computers support Bluetooth, however, so make sure to check if yours does before going this route. USB and 3.5mm are the other common audio connector types for cabled devices; again, check your computer to see what yours has in term of inputs. Many newer computers don’t have jacks for 3.5mm connectors, and many older computers may not fully support the type of 3.5mm connector on headsets, so if you’re unsure, best to avoid these and go with Bluetooth or USB.

Plantronics, a popular headset manufacturer, has a proprietary connector called Quick Disconnect used on some of its wired headsets. You choose whether you need a USB or 3.5mm connector for connection to your desktop, and the Quick Disconnect allows you to easily disconnect your headset from that cable, enabling you to leave your station without removing your headset. See the Plantronics Quick Disconnect page for more information.

Headset Options

Read more

1. Log in to the voicemail by dialing *86.
2. Enter your password
3. Press 7 to delete all messages

To enable call forwarding:

1. On the Home screen of your Polycom phone, select the “Forward” icon or press the More key, then press the Forward button.
2. Select the Forwarding Type (Always, No answer or Busy)
3. Enter the number to which you would like calls forwarded in the Contact box and press the ‘Enable‘ key

To disable call forwarding:

1. On the Home screen of your Polycom phone, select the “Forward” icon or press the More key, then press the Forward button.
2. Select the Forwarding Type (Always, No answer or Busy)
3. Press the Disable key.

To initiate a 3-way conference call with your Polycom VVX411 phone, do the following:

1. While on an active call, press the More soft key on your Polycom VVX411, then press the Conference soft key. The first call is placed on hold
2. Dial the 2nd number.
3. When the 2nd party answers, press the More soft key, then press the Conference soft key to connect the calls.

When a VoIP user tries to sign in to the GoCo VoIP portal they will be directed to set up Two-Factor authentication. To access the portal you will need to set up Two Factor Authentication after April 23rd 2021.

GoCo has implemented Two-Factor Authentication as a security enhancement which will affect any VoIP user accessing the GoCo portal.

The options for the Two Factor Authentication are via a call or SMS Message. Please note the method cannot be changed after it has been enabled.

If authentication method needs to be changed or wrong number is entered please contact the VoIP Support Team to process your request as well as remove the old profile and have user re-enroll.

There is a 5 minute timeout to enter the token once selected.

Please click here for the information on setting up Two-Factor Authentication on the GoCo portal.

There are minimum standards to ensure that your voicemail remains secure. Please create your voicemail password using the following guidelines:

• Minimum of 6 numberic characters
• Cannot be repeated numbers consecutively
• Cannot be the previous set password

The VPN will affect the quality of service, since it goes through an additional set of routers. Dropping the VPN connection in the middle of an active call will cause the call session to be dropped for security reasons.

Some IT administrators can manage VoIP account settings in the BroadSoft portal. Those who have access can login to the BroadSoft portal.

1. On the Home screen of your Polycom phone, navigate to Settings
2. Select Status
3. Select Network
4. Select TCP/IP Parameters

IP address is your IPv4 Address
Gateway is your IPv4 Gateway

1. On the Home screen of your Polycom phone, navigate to Settings
2. Select Status
3. Select Network
4. Select Ethernet

ITS is currently using HP 5130 PoE switches to connect the VoIP phones. These switches are LLDP/PoE enabled for the voice VLAN feature.
There are two modes we can look into:

• If every user has a dedicated network port to connect a VoIP phone, you can configure each switch port as an access port (untagged VLAN)
• If users only have single network drop, the pass-through port will be used to connect a computer. We will configure a switch port to be hybrid mode to enable the voice VLAN feature via LLDP.

For switches not supporting LLDP, VLAN discovery mode is an alternative; however, without DHCP server, the VLAN discovery mode will not work. You may refer to this thread in the Polycom Community support discussion board for more information.

VoIP stands for Voice over Internet Protocol. It is a technology that allows you to make voice calls using a network connection instead of a regular (analog) phone line. VoIP converts your voice into a digital signal for transmission.

With VoIP, you don’t need a physical phone. To make and receive calls, you can use an application on your computer along with headphones or earbuds with a microphone, or an application on your mobile phone. To make a call to one of your contacts, search for their name in the application and call them. You can also manually dial numbers from the application.

Please visit the VoIP Training and Support page for user guides.

One of the end-user experiences that will be affected is 5-digit dialing (direct extension dialing). Currently, Bell Centrex users are able to dial 946- and 978- numbers using only the last 5 digits of the phone number.

Once a phone line is moved from Bell Centrex to VoIP, that number will no longer be reachable from a Bell Centrex line using 5 digits. Users will be required to dial all 10 digits of the phone number. If they call the number using only 5 digits, they will hear a ‘your call cannot be completed’ message. VoIP users will be able to dial both Bell Centrex and VoIP phone numbers using only 5 digits.

The circumstances below that indicate "yes" show when 5-digit dialing works:

• Centrex to Centrex calling – Yes
• Centrex to VoIP – No (you must dial 9 + 10 digit phone number)
• VoIP to Centrex – Yes
• VoIP to VoIP – Yes

Microsoft Teams Phone will be the University’s new VoIP solution for making and receiving phone calls. Teams Phone will replace the Communicator 7 soft client application, which is no longer supported by GoCo.

Please visit the VoIP Training and Support page.

Telecom provides the following support:

• A physical Polycom VVX311/411/501/601/IP6000 phone connected by wired cable to the internet
• Assist users to log into their Communicator 7 desktop software or mobile app
• Ensure the Communicator 7 desktop software can receive incoming calls and make outbound calls on a wired connection to the internet
• Ensure the Communicator 7 mobile app can receive incoming calls and make outbound calls on a mobile data connection to the internet

Please note that the following setup is not a standard configuration supported by Telecom. We will make our best effort to assist users if they encounter issues, however we cannot guarantee voice quality for these setups:

• Using Communicator 7 over Wi-Fi network on any type of device
• Headsets are not supported because there are too many headset variants among different manufacturers, and each model has its own features that may or may not work with Communicator 7
  • The user is responsible for ensuring the headset chosen works with Communicator 7. We can provide recommended hardware if requested, but it is not a substitute for standard configuration.

Best practices for Communicator 7 use:

• Your Communicator 7 account should not be logged in more than once simultaneously on the same type of device (i.e., on two computers at once). This will cause incoming call routing issues, where a call can be received on one device but not the other, or calls may not ring on either device. However, you can login using difference devices (i.e., your computer and mobile)at the same time using the same account.
• Assign one Communicator 7 account per user (strongly recommended). If the account must be shared, then a “one login at a time” policy needs to be strictly enforced. The person using a shared Communicator 7 account must log out of the app at the end of their shift.
• Do not enable VPN connection while using Communicator 7, as this can cause reduced audio quality during high-traffic times.

Visit the My Phone Training website for links to download the Communicator 7 app for Windows desktop and IOS.

To download the app on a cell phone, you can find the application in the App Store for Apple devices or Google Play for Android devices.

Depending on where you are and whether or not the network you are using has emergency backup power, your VoIP phone and/or computer may lose power. If this happens, you will not be able to make phone calls using the VoIP system. We recommend that you keep a Bell line active for emergencies or use a cell phone to make calls during power outages.

Departments pay a Telecom admin fee to cover the staffing and operating costs of the central Telecommunications unit.

As part of the VoIP billing process, one of the primary goals was to increase transparency. The Telecom admin fee used to be built into the Bell Centrex line fees charged to departments. The updated VoIP billing process splits out the VoIP line fee from the Telecom admin fee in your departmental phone bill.

Telecommunications is a central cost recovery unit which provides a wide variety of services to departments. The Telecom admin fee covers the staffing and operating costs of this unit. Learn more about Telecom services.

Faculty and staff who have individual VoIP phone lines will be migrated. Currently, Teams Phone is not meant for complex, multi-line calling environments (i.e., hunt groups, where incoming calls are routed to a group of users, call centres, auto-attendant).

Please note that physical VoIP phones are currently not in scope for the migration.

Active staff and faculty with an active UTmail+ A5 license account are eligible to migrate to Teams Phone.

Note: Most staff and faculty have a UTmail+ A5 license account. Telecom will be validating these accounts during the migration process.

Teams Phone will replace the Communicator 7 soft client application, which is no longer supported by GoCo. The migration to Teams Phone will also unify the University’s communication tools and simplify the user experience.

The Telecom team will reach out to each department and work with them on a migration schedule.

Yes, you will be able to keep your current number.

Teams Phone is integrated into Microsoft Teams. If you don’t already have Teams on your device(s), you will need to install it.

Yes, users will be able to get the same experience on mobile devices as on the desktop Teams app.

No, this is currently not supported.

As with most VoIP solutions, Teams Phone calling should not be relied upon for emergency situations or safety issues. A cell phone or hardwired Bell Centrex phone is recommended in these situations.

No, Telecom will manage all spare phone numbers.

The cost is a $15 flat rate per user per month.

No, there is no cost to migrate to Teams Phone.

You will need a VoIP line assigned to you to use Teams Phone. Please speak with your manager if you need VoIP.

Yes, we have tested the Polycom VVX311 and VVX411 phones and can confirm that they will work with MS Teams and Office 365 with some manual reconfiguration of the phone’s settings. Telecom can provide instructions on how to do this, however it is not an officially supported mode of operation.

The pivot to remote work forced by the pandemic has demonstrated that the use of a headset and a software client like Communicator 7 or MS Teams is far more flexible and allows users much greater mobility.

The Polycom phones that were purchased during the initial VoIP migration are much like other IT assets and have a more limited lifespan than the old beige Bell Centrex phones, and they will reach end of life over the next two to three years, depending on the model.

While Telecom will provide a list of recommended MS Teams compatible desk phones that departments may purchase to replace these phones, we recommend that the MS Teams client be the standard and that the use of desk phones be the exception.

Departments may still choose to have a hardwired Bell Centrex phone installed in areas where safety is a concern. View pricing here.

Facilities and Services recycles the University’s e-waste. Please contact the Waste Management and Recycling team at recycling@utoronto.ca to determine the best way to recycle your old desk phone.

Please refer to the features comparison table.