5G on Rogers FAQs

Are there health concerns associated with Rogers 5G network?

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.

As a Rogers customer, what do I need to access 5G?

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.

Can I use an existing 5G device?

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.

How will 5G be different than 4G LTE

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
I have a 5G phone, Rogers 5G plan, and I’m in an area with 5G coverage – but I cannot connect to the 5G network, why?

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.
I’m concerned about network security, Is the Rogers 5G network safe to access?

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.

Is 5G replacing the current 4G LTE network?

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.

Is there a charge for 5G access?

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.

What’s the Rogers 5G experience like today?

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

Where is Rogers 5G available?

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

Will I be able to use my 5G device outside of Canada?

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 HomeTM with your 5G phone in over 185 international destinations when travelling, all for a low daily rate. Learn more about Roam Like Home.

Bell Long Distance Rates FAQs

What are the Bell long-distance rates for all countries?

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

Direct Distance Dialling Long Distance To:

Regular Rate

Country Code

Afganistan Person to person
Albania 2.04 355
Algeria 0.85 213
AmericanSamoa 1.50 684
Andorra 0.60 376
Angola 2.06 244
Anguilla 1.22 1-264
Antarctica (Aus.Terr.) 1.30 0
Antarctica (N.Z.Terr.) 0.57 672
Antigua 1.09 1-268
Argentina 0.72 54
Armenia 1.81 374
Aruba 0.72 297
Ascension Island 1.29 247
Australia 0.24 61
Austria 0.33 43
Azerbaijan 2.00 994
Azores 0.50 0
Bahamas 0.43 1-242
Bahrain 1.50 973
BalearicIslands 0.47 0
Bangladesh 1.43 880
Barbados 0.91 1-246
Barbuda 1.09 1-268
Belarus 0.91 375
Belgium 0.21 32
Belize 1.33 501
Benin 1.64 229
Bermuda 0.63 1-441
Bhutan 1.24 975
Bolivia 0.91 591
Bosnia & Herzegovina 1.49 387
Botswana 1.37 267
Virgin Islands (British) 1.76 0
Brazil 0.72 55
Brunei 0.80 673
Bulgaria 1.75 359
BurkinaFaso 1.34 226
Burundi 1.80 257
Cambodia (Kampuchea) 2.06 855
Cameroon 1.17 237
Canada 0.07 0
CanaryIslands 0.47 0
CapeVerde 1.32 238
Carriacou 0.99 0
Cayman Islands 0.51 1-345
Central African Rep. 1.68 236
Chad 2.13 235
Chatham Island 0.57 0
Chile 0.46 56
China (People’s Rep.of) 0.70 86
Christmas Islands 0.24 672
CIS (Russia) 1.05 700
Cocos Islands 0.24 672
Columbia 0.91 57
Comoros 1.29 16 or 269
Congo 1.68 242
Cook Islands 1.83 682
Costa Rica 0.64 506
Ivory Coast 2.26 225
Croatia 0.55 385
Cuba 2.62 53
Cuba (Guantanamo Bay) 2.62 53
Cyprus (North) 1.07 0
Cyprus (Rep.of) 1.46 357
Czech Republic 1.10 42
Democratic Republic of Congo 1.68 0
Denmark 0.25 45
Diego Garcia 1.10 246
Djibouti 1.97 253
Dominica 0.99 1-767
Dominican Republic 0.51 1-809
Easter Island 0.46 56
East Timor 0.85 0
Ecuador 1.45 593
Egypt 1.12 20
El Salvador 1.05 503
Equatorial Guinea 1.68 240
Eritrea 1.95 291
Estonia 0.87 372
Ethiopia 1.83 251
Falkland Islands 1.10 500
Faroe Islands 0.66 298
Fiji 1.45 679
Finland 0.29 358
French Guiana 1.17 594
French Polynesia 1.76 689
France 0.14 33
Gabon 1.04 241
Gambia 1.08 220
Georgia 2.03 995
Germany 0.16 49
Ghana 1.18 233
Gibraltar 1.20 350
Greece 0.38 30
Greenland 1.04 299
Grenada 0.99 1-473
Guadeloupe & Dependencies 0.72 590
Guam 0.75 671
Guatemala 1.10 502
Guinea 1.16 224
Guinea-Bissau 2.14 245
Guyana 2.30 592
Haiti 1.04 509
Honduras 0.92 504
Hong Kong 0.16 852
Hungary 0.57 36
Iceland 0.80 354
India 0.99 91
Indonesia 1.22 62
Iran 1.09 98
Iraq 1.92 964
Ireland 0.29 353
Israel 0.33 972
Italy 0.18 39
Jamaica 0.88 1-876
Japan 0.38 81
Jordan 1.08 962
Kazakhstan 1.05 7
Kenya 1.51 254
Kiribati 2.09 686
Korea (North) 2.62 85
Korea (South) 0.25 82
Kuwait 1.33 965
Kyrgyzstan 1.53 996
Laos 2.24 856
Latvia 1.96 371
Lebanon 1.28 961
Lesotho 1.07 266
Liberia 0.82 231
Libya 0.84 218
Liechtenstein 0.33 41
Lithuania 1.24 370
Luxembourg 0.82 352
Macau 1.28 853
Macedonia 1.20 389
Madagascar 2.53 261
Madeira 0.50 0
Malawi 0.82 265
Malaysia 0.51 60
Maldives 1.60 960
Mali 2.29 223
Malta 0.59 356
Mariana Islands 2.18 1-670
Marshall Islands 2.89 672/692
Martinique 0.74 596
Mauritania 1.47 222
Mauritius 1.57 230
Mayotte 1.29 269
Mexico 0.51 52
Micronesia 1.97 691
Moldova 1.24 373
Monaco 0.33 377
Mongolia 2.74 976
Montserrat 0.99 1-664
Morocco 0.99 212
Mozambique 2.26 258
Myanmar(Burma) 3.12 95
Namibia 1.20 264
Nauru 2.62 674
Nepal 1.43 977
Netherlands 0.24 31
Netherlands Antilles 0.75 599
New Caledonia 1.75 687
New Zealand 0.57 64
Nicaragua 1.25 505
Niger 1.21 227
Nigeria 1.17 234
Niue 1.83 683
Norfolk Island 1.30 672
Norway 0.26 47
Oman 2.80 968
Pakistan 1.30 92
Palau 2.09 680
Palestine 0.33 0
Panama 0.89 507
Papua New Guinea 0.80 675
Paraguay 0.92 595
Peru 0.75 51
Philippines 0.64 63
Pitcairn Islands Person to Person 0
Poland 0.45 48
Portugal 0.50 351
Puerto Rico 0.25 1-787
Qatar 1.17 974
Reunion 1.32 262
Romania 1.34 40
Russia 1.05 7
Rwanda 1.53 250
St. Helena 1.39 290
St.Kitts and Nevis 0.96 1-869
St.Lucia 1.01 1-758
St. Pierre-et-Miquelon 0.59 508
St. Vincent 1.00 1-784
San Marino 0.97 378
Sao Tome and Principe 1.78 239
Saudi Arabia 1.51 966
Senegal 2.33 221
Serbia 0.85 0
Seychelles 1.62 248
Sierra Leone 1.64 232
Singapore 0.51 65
Slovakia 1.10 421
Slovenia 1.28 386
Solomon Islands 2.62 677
Somali 3.13 252
South Africa Rep. 0.72 27
Spain 0.47 34
Spanish North Africa 0.47 0
Sri Lanka 0.99 94
Sudan 1.32 249
Suriname 1.70 597
Swaziland 1.25 268
Sweden 0.22 46
Switzerland 0.25 41
Syria 1.93 963
Taiwan 0.25 886
Tajikistan 1.57 7
Tanzania 1.10 255
Thailand 0.78 66
Togo 1.53 228
Tokelau 3.02 690
Tonga 1.67 676
Trinidad & Tobago 0.93 1-868
Tunisia 1.37 216
Turkey 0.91 90
Turkmenistan 1.42 993
Turks & Caicos Islands 1.07 1-649
Tuvalu 1.46 688
Uganda 1.33 256
Ukraine 1.47 380
United Arab Emirates 0.72 971
United Kingdom 0.14 44
United States 0.07 0
Uruguay 1.21 598
Uzbekistan 1.57 7
Vanuatu 1.97 678
Vatican City 0.18 39
Venezuela 0.78 58
Vietnam 1.64 84
Virgin Islands (U.S.) 0.53 1-340
Wallis and Futuna 5.25 681
Western Samoa 2.03 685
Western Sahara Person to Person 0
Yemen (Rep.Of) 1.89 967
Yugoslavia 0.85 381
Zambia 1.13 260
Zimbabwe 0.91 263


Inmarsat Rates
Inmarsat Ground to Ship A 17.18
B 8.00
M 8.00
Mini M 6.55
Inmarsat Ground to Air Altlantic Ocean West or Pacific Ocean Regions 15.56
Altlantic Ocean EAst or Indian Ocean Regions 17.31

Iridium Rates
Iridium 8816 7.89
Iridium 8817 15.26
  1. Rates listed show the cost per minute for a customer-dialed call and have been rounded to the nearest cent.
  2. Please note that due to rounding of the charge for the call, the average cost per minute of a call may vary. For example, a Canadian call may vary between 6.3 and 8.0 cents per minute for short duration calls.
  3. Long-distance calls are billed in six-second increments with a minimum billing period of 30 seconds.
  4. Rates listed include all applicable taxes and have been adjusted for the University’s GST rebate.
  5. International long-distance rates are subject to change without notice depending on the University’s monthly volume of long distance and on market conditions.
  6. Operator-assisted calls are considerably more expensive and are not covered by the University’s long-distance agreement.
What are the Bell rates for the most frequently called countries?

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


24 Hour Rate

Australia 0.24
Brazil 0.72
Canada 0.07
Chile 0.46
China (People’s Republic) 0.70
France 0.14
Germany 0.16
Greece 0.38
Hong Kong 0.16
India 0.99
Israel 0.33
Italy 0.18
Japan 0.38
Mexico 0.51
Netherlands (Holland) 0.24
South Africa Rep 0.72
Spain 0.47
Switzerland 0.25
United Kingdom 0.14
United States 0.07

Bell Services FAQs

What are the rates for Bell CENTREX telephone lines?

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)


Charge ($)
Basic rate charged by Bell Canada (effective 2009-12-01) $27.85
Taxes after HST rebate  $0 .72
Public Switched Telephone Network Charge (billed by U of T Telecommunications)  $1.64
Monthly after-tax CENTREX line charge $23.46
What is the Bell Not-Ready charge?

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.

What is the Bell order-cancellation policy?

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.

Bell Troubleshooting FAQs

How can I fix a phone set that does not ring?

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
How can I troubleshoot fax and modem line problems?

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
How do I troubleshoot handset problems?

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

What can I do if I hear line static and interference?

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.
What can I do if my digital display disappears or is scrambled?

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.

What should I do if a feature does not work?

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
What should I do if I can’t hear sound on my headset?

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

VoIP "How Do I..." FAQS

How do I add a contact to my local directory using my Polycom phone?
  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
How do I change my voicemail options?

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.

How do I change my voicemail password using my Polycom phone?
  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
How do I change the password for Communicator 7?

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


  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
How do I choose a headset for using VoIP on my computer?

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

3.5mm headset jack

3.5mm headset jack

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


How do I delete messages from my voicemail box?
  1. Log in to the voicemail by dialing *86.
  2. Enter your password
  3. Press 7 to delete all messages
How do I enable or disable Call Forwarding from my Polycom phone?

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.
How do I initiate a 3-way conference call with my Polycom VVX411 phone?

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.
How do I set up Two-Factor Authentication for the GoCo (Broadconnect) portal

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.

How should I choose my voicemail password?

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

VoIP FAQs for Techs

FAQs related to VoIP set up and issues for technicians

Does using a Virtual Private Network (VPN) affect the call quality of my desktop application?

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.

How do I find the IP address of my phone?
  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

How do I find the MAC address of my phone?


  1. On the Home screen of your Polycom phone, navigate to Settings
  2. Select Status
  3. Select Network
  4. Select Ethernet
Which switches should we have for VoIP?
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 General FAQs

As a user, where can I find training for the new system?

Please visit the downloads and training site

How does 5-digit dialling work between Bell Centrex and BCT VoIP phones?

One of the end user experiences that will be immediately affected is 5-digit dialling (direct extension dialling). 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 BCT (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. BCT users will be able to dial both Bell Centrex and BCT phone numbers using only 5 digits.

The chart below shows the circumstances under which 5-digit dialling will and will not work:

Calling Scenario Does 5-digit dialling work?
Centrex to Centrex Yes
Centrex to BCT No (you must dial 9 + 10 digit phone number)
BCT to Centrex Yes
BCT to BCT Yes



I understand that I don’t need a physical phone. How do I make and receive calls if I don’t have a handset?

With VoIP, you don’t need a physical phone in the traditional sense. 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, you right-click on their name and select Call:

You can also manually dial the number from the application:

What does the Telecom Admin fee pay for?

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.
Telecom manages 4 separate contracts on behalf of the University:

Bell Centrex – while most departments have already migrated to VoIP, we are still obliged to offer the ability to have and maintain copper telephone lines throughout the University.

Bell Mobility – we support close to 3,000 Bell Mobility lines across the university offering tiered cellphone plans to departments as well as access to a portal for ordering phones and accessories.

Rogers – In 2021 we have started some new projects with the Rogers network, testing innovative features for online communication as well as starting a new contract with Rogers Mobility, offering new services and aligning our corporate mobility services with the vendor of record for ministry of government services.

GoCo (BroadConnect) – Telecom is the central point of contact for the University’s VoIP provider, GoCo, which provides over 12,000 VoIP lines. Telecom manages the contract, handles public procurement obligations including the initial RFP process through which the University procured the VoIP services.

Specific to VoIP, Telecom provides support to all U of T departments dealing primarily as an escalation point for local IT support. Telecom offers guidance on network setup, troubleshooting and access to the servers to execute changes. In some cases, Telecom provides detailed troubleshooting and support in cases where a department does not have the local expertise to field technical questions.

Telecom provides ongoing training and information sessions to help answer many of the questions that users might otherwise pose to their local IT. Telecom also maintains a collection of support and training materials such as user guides and video tutorials.

Telecom provides expertise in Call Centre setup as well as providing practical assistance in setting up call queues and reports.

During the 3 year migration-to-VoIP period which has now ended, departments were paying 3 components: the VoIP line fee, the migration fee and the Telecom admin fee. Now that the migration period is over, departments that have migrated are only being charged 2 components: the GoCo line fee and the Telecom admin fee.

Departments used to pay $33 per line all in for Bell Centrex. Now they are paying $17.75 for a standard VoIP line or $19.75 for a Premium line which include a personal audio-conferencing bridge which they used to pay for separately.

Started in Summer 2020, the new automated billing system for VoIP will be introducing enhanced VoIP billing reports. This is a major improvement on the old Bell reports that did not allow for any kind of analysis other than manually checking data. The new reports provide Business Officers the ability to drill down into much more detailed information per line.
The UofT Phonebook integration project currently underway will allow for seamless updates to the U of T phone directory. Typically, it was incumbent on Business Officers to manage their departmental directory through a very antiquated system. The legacy phone directly was out of date so a new solution is being built to ensure that any updates to the VoIP user data is also reflected in the U of T directory.

Lastly, a new emergency dashboard used by Campus Police provides real time data of emergency calls to 8-2222 and non-emergency calls to 8-2323. This completely replaces the old system used by Campus Police that was handled with paper updates faxed from Telecom to Campus Police where updates were manually entered. With the new system, updates are done is in real time and operators receiving a call know exactly who is calling and can see the street address in a person’s VoIP profile. Telecom is continuing to work on enhancing this service to provide prompts to users to confirm their location data to ensure that user profiles are kept current.

What is VoIP?
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.
What support does the Telecommunications department provide?

Telecom will support user in the following setup:

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

The following setup is not a standard configuration supported by Telecom, we will provide best effort in assisting the users if they encounter issue however we cannot guarantee voice quality in these setups:

  • Using Communicator 7 over Wi-Fi network on any types of device
  • Headsets are not supported. Due to the fact that there are too many headset variants among different manufacturers, and each model has its own features that may or may not work with C7, the onus is on the user to make sure the headset chosen is working for C7. We can provide recommended hardware if requested but it is not a substitute for standard configuration.

Best Practise for Communicator 7 Usage:

  • C7 account should not be logged in more than once simultaneously on the same platform. Example: computer and computer, or cellphone and cellphone.  Account logged-in in multiple places of the same platform will cause incoming call routing issue where sometimes a call is presented to one computer but not the other, or not ringing on any computer at all.
  • You can however log in to different platforms (computer/mobile/tablet/Polycom phone) at the same time using the same account
  • We strongly recommend assigning one C7 account per user. If account must be shared, then “one log in at a time” policy needs to be strictly enforced.  The person using a shared C7 account must log out of the app at the end of their shift.
  • We strongly recommend not to enable VPN connection while using Communicator 7 as it can cause audio degradation during high traffic times
Where can I find the links to download the Communicator 7 app?

The website www.myphonetraining.com has all of the links to download the C7 app for Windows desktop and IOS.

For downloading the app to a cell phone you can find the application in the App Store on an Apple device or on Google Play on an Android device.

The myphonetraining site also has video tutorial and manual guides for using both the application and the physical Polycom handsets.

Who is the supplier of VoIP at U of T?

The company supplying VoIP services to the U of T community is BroadConnect Telecom.

Why am I being billed a Telecom Admin fee?

Departments have always paid a Telecom Admin fee in order to cover the staffing and operating costs of the central Telecommunications unit.
As part of the new VoIP billing process, one of the primary goals was to increase transparency. Whereas the Telecom Admin fee used to be built into the Bell Centrex line fees charged to departments, the new VoIP billing process splits out the VoIP line fee from the Telecom Admin fee. This is why you are seeing a separate Telecom Admin fee in your departmental phone bill.

Will I lose phone service when power goes out ?

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 that happens, you will not be able to make phone calls using the VoIP system.  We recommend that you keep a Bell line active as an emergency line or use a cell phone to make calls during power outages.