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.

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.

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.

To mute incoming calls, set your Teams status to do not disturb. You can find this setting via your Teams icon in the top right of the Teams desktop app and in the top left of the mobile app. Any missed calls received while your status was set to do no disturb will be visible in your calls history.

Visit the VoIP training and support page for Teams Phone user guides.

Select settings via the ellipses in the Teams app (...), then calls to set your preferences for how you want to handle incoming calls and voicemail.

If you would like to configure a customized voicemail message or out-of-office greeting, visit the voicemail page for instructions.

Visit the VoIP training and support page for Teams Phone user guides.

1. Select the calls tab, then voicemail.
2. Hover your cursor over the voicemail you would like to delete until the ellipses displays (...).
3. Select the ellipses, then select delete from the drop-down menu.

Visit the VoIP training and support page for Teams Phone user guides.

Refer to Telecom's list of recommended headsets for VoIP.

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.

1. On the home screen of your Polycom phone, navigate to directories.
2. Select the contact directory.
3. Select the add/plus sign.
4. Enter the information needed and press save.

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:

• On the home screen of your Polycom phone, select the forward icon or press the more key, then press the forward button.
• Select the forwarding type (always, no answer or busy).
• Press the disable key.

1. While on an active call, press the more soft key on your Polycom VVX411, then press the conference soft key. The first call will be placed on hold.
2. Dial the second number.
3. When the second 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 (BroadConnect) VoIP portal, they will be directed to set up two-factor authentication. The options for two-factor authentication are via a phone call or SMS message. There is a five-minute timeout to enter the token once selected.

If your two-factor authentication method needs to be changed or if you entered the wrong number, please contact please contact voipsupport@utoronto.ca to reset your profile.

Refer to the instructions for setting up two-factor authentication in the GoCo portal.

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.

Please note that if a BroadSoft admin user gets migrated to Teams Phone, they will no longer have access to the OSS/BSS portal. Admins who want to maintain access can order a new number with admin access or contact voipsupport@utoronto.ca to request admin access for an existing number.

1. On the home screen of your Polycom phone, navigate to settings
2. Select status
3. Select network
4. Select TCP/IP parameters

Note: 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. 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.

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

Please visit the VoIP training and support page.

• Provides VoIP licenses
• Assists users to log into VoIP
• Ensures the VoIP solution can receive incoming calls and make outbound calls
• Manages VoIP migration

Learn more about Telecom services.

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.

Any individual VoIP phone lines (single user or shared line) will be migrated.  Call centres agents are excluded from this 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 has replaced 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.

Your physical Polycom phone is not required to use Teams Phone. All features of Teams Phone are accessible through the Teams app on your desktop/laptop and mobile.

If you prefer to continue using your existing Polycom phone, your local IT/department will be in charge of this process. Your local IT will be provided with instructions from Telecom to manually convert your phone to Teams Phone. Your department may also procure new Teams-compatible phones if needed.

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

Please refer to the features comparison table.

Your Teams Phone will be ready to use once the dial pad appears in the Teams app when you select the “Calls” icon. Once your number has been ported to Teams, the dial pad should appear within an hour for most users. For some users, it may take up to 24 hours for the dial pad to appear. Users may not be able to make external outbound calls until the dial pad appears.

If you don’t see your dial pad appear, try logging out of the Teams app and logging back in. If you experience any issues, please contact voipsupport@utoronto.ca.

No, Communicator 7 reached end of life on April 30, 2023.