FAQ's

Account and Billing

Q. How can I pay my bill?
A: Customers have a choice of five convenient payment options:
1. Cheque
2. Through most financial institutions
3. By money order
4. Payment in person
5. Online

Calling Features

Q. How do I add a feature to my service?
A: Our most popular items such as Home Voice Mail, Call Waiting, and Caller ID can be ordered online.

Q. Does A Suite Offer have a feature that allows the phone to ring differently when receiving a Long Distance call?
A: If you choose Call Waiting, you will hear a different ring for Long Distance calls whether or not you are on the phone at the time.

Q. How do I deactivate Call Forwarding?
A: To deactivate Call Forwarding:
You must turn Call Forwarding off from the same phone number that you turned it on.

1. Press *73 (or 1173 on rotary or pulse-dialing phones).
2. Listen for two short tones, which indicates that Call Forwarding is turned off.

Q. How do I place a three-way call?
A: To place a three-way call:

1. Call one of your parties. Tell them to stay on the line. Then, press your phone's recall feature (Flash, hookswitch, or recall button, depending on the type of phone you have).
2. Listen for three short tones followed by a dial tone. When you hear the dial tone, dial the number for the third party.
3. When the third party answers, press the recall feature (Flash, hookswitch, or recall button) again. You will be able to have a three-way conversation.
If the third party's line is busy or there is no answer, you can return to the second party by pressing the recall feature twice. To disconnect the third party at any time, press the recall feature once. If either of your parties hangs up, you can continue speaking with the person on the other line. To end your three-way call, simply hang up.

To add a third person to your conversation:

1. Press your recall feature (the hookswitch, recall button or flash key-whichever your telephone has). This puts the person in your first conversation on hold. (The timing involved in pressing your recall feature may vary according to the type of telephone you have.)
2. Listen for three quick beeps, followed by a dial tone.
3. Dial the number of the person you want to include. (If you have the Speed Dialing feature, just use the code for that number.) When this person answers, you may talk privately, if you wish, before all three of you speak together.
4. Press your recall feature again, and all three of you can talk. If the number you've dialed is busy or there is no answer, press your recall feature twice. You're once again speaking to the original person.

To disconnect the third person:

1. Press your recall feature (the hookswitch or Flash button). Just you and the original caller are now together again.
2. Within the next few seconds, the third party could return to the conversation by picking up the telephone again. If you press the hookswitch, recall button or flash key twice, you can make sure this doesn't happen.

To disconnect completely:

1. If either of the people you're speaking with hangs up, you can continue to talk with the remaining party.
2. Because you're the one with Three-Way Calling, when you hang up, the entire connection is broken.
Wait about four seconds before making another call.

Q. What is Call Waiting?
A: Call Waiting lets you know that someone is calling you while you're on the phone. A special tone alerts you of a second caller. By briefly pressing the hookswitch, you can answer the second caller. You can switch between callers, as often as you like.

You may also temporarily deactivate Call Waiting before placing a call by pressing *70 (or 1170 on rotary or pulse-dialing phones).

Pricing and Ordering: You can order Call Waiting online.

Q. How do I activate Call Waiting?

A: To activate Call Waiting:
Once you have added Call Waiting service to your account, it is "always on."

To answer your second call:

1. A special tone lets you know another caller is trying to reach you.
2. To answer the call, simply place your first caller on hold by briefly pressing the hookswitch. You will immediately be switched over to your second caller. To switch back to your first caller, simply press the hookswitch again. You can switch back and forth between conversations as often as you like.
3. If you don't wish to answer the new call, continue talking. A reminder tone will signal you ten seconds later that your second caller is still trying to reach you.
4. To end your first call, just hang up. If your second caller is still on the line, the phone will quickly ring with that call.

Q. How do I deactivate Call Waiting while on a call?
A: To deactivate Call Waiting while on a call:
Note: For this feature of Call Waiting, you must also have Three-Way Calling.

1. Press the hookswitch briefly. This puts the first party on hold.
2. Listen for three short tones and then a dial tone.
3. Press *70 (or 1170 on rotary or pulse-dialing phones).
Listen for a dial tone, then return to your call by pressing the hookswitch.

Call Waiting is now disabled for that call only. Anyone trying to call you while you are on the phone will get a busy signal. After you hang up, the Call Waiting signal is automatically restored.

Q. How many people can I put on hold at one time?
A: Call Waiting lets you put one person on hold while you talk to the other.
You can have no more than two people connected to your phone line simultaneously, and no more than one person on hold at a time.

If you're on the phone with one person and you have a second person on hold, a third person calling you will hear a normal busy signal at their end — unless you have Voice Mail or Call Forwarding service.

If you activate Three Way Calling, you can bring both parties into your conversation at the same time. If a call comes in while the three of you are connected, you can still use Call Waiting to put your two parties on hold.

Q.How do I order an additional phone line?
A: If you are already a registered customer contact us or sign up to begin to process.

Q. Can I keep my telephone number?
A: Yes. We do not issue you a new telephone number.

Q. Is there an activation fee to switch to A Suite Offer?
A: None at all. It's free, and we even take care of contacting your current Home Phone company to make the switch.

Q. How do I make changes to my service?
A: For any changes or additions to your service please contact us.

Q. I have static on my line. What can I do?
A: Here's what to do:

1. A defective phone or jack may cause static on the line. Disconnect and reconnect each phone one at a time.
2. If possible, try another telephone (preferably not a cordless phone as these can pick up interference). If removing a cordless phone eliminates the problem, when it is plugged back in, try using the channel or scan button to scan to another channel
3. If the problem persists, remove this phone from the line.

Q. I have no dial tone. What can I do?
A: Try the following:
1. ensure that your telephone set is properly plugged in
2. check to see if your phone will work in another jack on the same phone line
3. if possible, try another telephone (preferably not a cordless phone as these can pick up interference)
4. unplug all your equipment from the jacks on that phone line and try one phone on its own on the line (this ensures that no other equipment is causing the problem)

Q. I cannot hear and/or be heard on my phone?
A: Both parties should check their phone equipment.
Usually this problem is the result of a connection or equipment problems (such as, cordless phone interference, a damaged headset, or the volume setting on your phone needs adjusting). Try the following:
1. Hang up and try again using another phone.
2. If the problem persists, it may be the other party's phone. Ask them to check their equipment.

Q. Submit a repair request
A: If you are experiencing phone trouble that is not addressed in Online Help, please submit a request for repair.
You should be aware that if A Suite Offer sends a technician and no trouble is found, charges may apply. You may also call the local business office in your area.

Q. I get static on one phone but not another?
A: If you are hearing static, the first thing to do is to make sure that there isn't a problem with any of your equipment.

1. Unplug the phone from its wall jack.
2. Plug a working phone into the jack.
3. Check to see if static persists.
... If yes, your next step is to do more checking at your NID.
... If no, you have faulty phone equipment.

Static on Cordless Phone
If you are using a cordless phone, unplug the phone from the wall outlet and the jack.
If the problem is resolved by removing the phone, refer to your cordless equipment owner's manual or replace the equipment.

Check the phone jack.
If you think that your telephone jack is the problem and you know that your telephone is in good working condition, unplug the phone from the suspect jack. If the phone works properly in another jack, then the suspect jack or the inside wire is the problem.

Long Distance

Q. How do I order Long Distance service?
A: You can order Long Distance service by contact us.

Q. I have trouble hearing the other party on my international call.
A: When does this problem occur?
1. It is likely the result of poor phone technology in the country that you are calling.
2. Check the equipment.

If you are hearing static, the first thing to do is to make sure that there isn't a problem with any of your equipment. To test your equipment:
1. Unplug the phone from its wall jack.
2. Plug a working phone into the jack.
3. Check to see if static persists.
If the problem persists contact us if A Suite Offer is your current long distance service provider.

Voice Mail

Q. What is Voice Mail?
A: Voice Mail is a residential phone service that answers calls when you're out, on the phone or Internet, or whenever you aren't available to take a call.

Voice Mail allows for remote message review, and requires Fixed Call Forwarding - Busy/Don't Answer. The monthly price for Voice Mail includes Fixed Call Forwarding - Busy/Don't Answer.

Voice Mail benefits:
1. It answers your phone when you're away from home or on the phone.
2. It works during power outages.
3. No damaged tapes to contend with
4. No busy signals
5. No equipment to buy
6. It can take three messages simultaneously.

Q. How do I access my Voice Mail?
A: Accessing your Voice Mail from home.

1. Check to see if you have new messages by picking up the receiver of any phone in your home. If you have new messages, you'll hear an interrupted dial tone.
2. Dial your access number, or dial your own phone number and then press * when the greeting begins.
3. Enter your password and press #
4. Follow the prompts
Note: You can skip Step 3 if your Automatic Password Entry is turned on.

A: To access your Voice Mail away from home:

1. Dial your access number, including area code if needed, or dial your own phone number and then press * when the greeting begins.
2. Enter your password and press #
3. Enter your home phone number and press #
4. Follow the prompts.

Q. How do I change my Voice Mail greeting?
A: To change your Voice Mail greeting:

1. Access your Voice Mail.
2. Press 8 for Feature Options.
3. Press 2 to review the current greeting. If you decide to keep this greeting, press #, or to record or change your personalized greeting press 5.
4. After the tone, begin recording your new greeting. Your greeting is limited to two minutes.
Note: You can tell callers in your greeting that, by pressing 5, they can bypass the greeting and immediately begin recording a message after the tone.
5. Press # when you've finished recording. If you've recorded a new personal greeting, a voice recording will automatically play it back.
6. Press # to confirm your new, personal greeting, or press * to cancel and start over.

Q. How long are my Voice Mail messages saved?
A: New and saved messages are automatically erased after two weeks.

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