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How to change my Wi-Fi name and password

As your trusted telecommunications partner, we understand the importance of a secure and easily manageable home network. Here we’ll walk you through the simple yet impactful steps to change your Wi-Fi name and password, ensuring not only a more personalized connection but also reinforcing the security of your digital domain.

What to do if you have a BMTS supplied router.

If you have a BMTS supplied router, the only option for changing your username or password is to call our support team at 519-368-2000. We are unable to give out password information via email, which is why you are required to call our direct support line.

What to do if you have a Nokia Wi-Fi Access Point.

If you have a BMTS supplied Nokia Wi-Fi access point, you can install the Nokia Wi-Fi App onto your mobile device to control your Wi-Fi settings.

Router not provided by Bruce Telecom

If you have a router that your purchased yourself and was not provided by Bruce Telecom, you will need to log in to the router and go into the Wi-Fi settings. If you are unsure about how to do this, please refer to your manual for the router or contact the router manufacturer.

Protect Yourself From Scammers

In the digital age, where information flows seamlessly through the vast expanse of the internet, email has become an indispensable tool for communication. However, with great convenience comes great risk, and email scams have emerged as a threat to individuals and organizations alike. Here is how you can identify, handle and report fraud attempts.

Email Scams are known as the term ‘phishing’. This is when a scammer sends an email or website pop-up pretending to be from a reputable company or organization in order to trick people into sharing personal information, such as passwords and credit card numbers.

Frequently, the sender will utilize scare tactics to extract the information – for instance, the message may claim that if the requested information is not provided, your services will be deactivated or, ironically, that the request is to prevent potential fraudulent account activity.  Here is an example of a phishing email purporting to be from Bruce Telecom:

What should I do if I’ve received a suspicious email from Bruce Telecom?

Do NOT respond to the email, open any attachments or click on any links in this email. Instead, forward the email to tech@brucetelecom.com

If you have already responded to a request for a Bruce Telecom username or password, we highly recommend you contact support at 519-368-2000, to have your password changed immediately.

Bruce Telecom will never request your account number or password via email. Any important account changes or communication will occur over the phone or in person.  If you are unsure of the legitimacy of any communication you receive from Bruce Telecom, never hesitate to call us, or call us back to verify the information.

What to look for in a scam email

Who is it coming from?

Do you recognize the sender? Why is a company email being send from a gmail, hotmail or yahoo account and not their official email like xx@brucetelecom.com

Who is it being sent to?

Is this email part of a long line of recipients or is it just being sent to you directly?


How relevant is this email to you? Does the subject line sound urgent?


Was the email send during an off time of the day like late hours of the night or very early hours in the morning?


Is the email grammatically correct? A lot of phishing emails contain simple spelling errors. Is it giving you urgent commands? Is it asking you for personal or financial information?

Hyperlinks or Attachements

Does hovering over the hyperlink reveal a suspicious website? Does the email contain unexpected attachments?

Not only is there email scams, but another prominent scam is phone scams.

When a scammer calls or leaves voice messages pretending to be from a reputable company or organization in order to trick people into sharing personal information such as bank details or credit card numbers. “Vishers” may also ask for other forms of payment, such as gift cards to popular retailers.

Often the caller will offer you fake rate plans, lofty incentives, or “free money” if you take their survey or “confirm” your account by providing information like PINs, passwords, or account numbers. On the other hand, they may also threaten to foreclose your mortgage, repossess your car, or arrest you for tax evasion if you don’t give them what they want. In recent years, many have lost thousands of dollars by responding to fraudulent calls claiming to be from Canada Revenue.

What should I do if I’ve received a suspicious phone call from Bruce Telecom?

Do NOT provide personal information to any unsolicited caller. If possible, record the phone number that appeared on your Call Display, and then contact us at 519-368-2000 to report the incident. We will be able to tell you if the call was legitimate.

By remaining vigilant, individuals can protect themselves and those around them from falling victim to these deceitful practices. Regularly scrutinizing emails for suspicious links, unexpected requests for personal information, or unusual sender addresses can go a long way in preventing a potential security breach.

Equally important is the act of reporting any suspicious emails. Many email providers offer reporting mechanisms to help authorities and cybersecurity experts track and neutralize phishing attempts. But there are other recourses available for you to report any scam emails you may receive.

Here are a list of different places you can report scams

You can report online to the Canadian Anti-Fraud Centere or report by phone to 1-888-495-8501

About the National Hockey League Blackouts

As exciting as the new Scotia North Division has been for Canadian NHL fans, it’s also brought with it frustrations as is relates to Regional Blackouts. While Regional Blackouts have always existed, this season, as Canadian NHL teams have faced off exclusively against each other, the blackout restrictions have been more of a disturbance than in previous seasons.

The heart of the challenge is the way broadcast rights are licensed to networks by the NHL which includes specific blackout restrictions broadcasters must adhere to and implement. As a quick reminder, the NHL rights are divided into national and regional packages:

  • Sportsnet owns exclusive rights to both the:
    • National NHL package; and
    • Regional packages for the Canucks, Oilers and Flames.
  • Sportsnet and TSN share the regional rights to the Leafs.
  • TSN owns the regional package for the Jets, Habs (English) and Sens.

Any game designated “national” would air on Sportsnet across the country AND without any blackouts. However, all games designated as “regional” games involve blackouts.

In an effort to make this information more easily available to consumers, Sportsnet has launched a new webpage: Watch NHL Tonight

On this page, viewers will see the day’s scheduled games and where they can watch them, both on linear TV and the accompanying streaming platform, regardless of the broadcaster. The goal of this page is to inform and educate. Viewers can quickly see where the game is broadcast and what channels/services are needed in order to watch it. We’ve also included helpful links to more information about blackout restrictions including the regional map that identifies territories for each Canadian NHL team.

How do you know when to power cycle your device?

This is not a message or warning that our television receivers provide.  Most likely this is a default message that your TV displays when it does not detect a video signal on the selected input setting.  To resolve this:

Inspect the television receiver Bruce Telecom provided.  If there are no lights active on it at all, please ensure that it is connected to a power source.  Should you find that the receiver is connected to a power source, but still does not have any LED’s active, please call our technical support line.

If the LED on the receiver is on but is lighting up red: This indicates that the receiver is in standby mode and needs to be turned on in order to provide a video signal to your television.  To do so, please press the “STB” button on the remote control, then press the blue “Power” button located at the top of the remote.  If done correctly, the red light on the receiver should turn blue to indicate it is now active.

In the event that the LED on the receiver is lit up blue, and your television is still displaying the message:  Try the various input/video source options on your television set.  To do this using the remote control Bruce Telecom provides, follow these steps:

  • Press the “TV” button located near the top of the remote control
  • Press the “TV INPUT” button located at the top left corner of the remote control.  This should either open up your televisions Input/Source selection menu, or change to the next available input setting
  • Try each input option available until you find the one the cable receiver is connected to
  • Press the “STB” key on the remote control when done.

How do I use my email outside of Canada/U.S?

While travelling outside of Canada and the United States, you can still access your Bruce Telecom email through the use of our webmail portal.

To access your email, simply click here to browse to the login portal.

How do I access my Bruce Telecom Voicemail?

If Bruce Telecom is providing you with voicemail service, you access it both at home and remotely by following these steps:

At Home

  • Pick up your phone and dial *98
  • When/if prompted for your mailbox number, press the # button
  • When prompted, enter your four digit PIN, followed by the # button
  •  Listen to the menu options and press the button corresponding to what you would like to do.

  Not At Home

  • Call your home phone number and let it ring to voice mail
  • After your greeting plays, press *98
  • When prompted for your mailbox number, enter your 10 digit home phone number, followed by the # button
  • When prompted, enter your 4 digit PIN, followed by the # button
  • Listen to the menu options and press the button corresponding to what you would like to do.

Too many failed attempts to log in to your Bruce Telecom voice mail will result in the suspension of further log in attempts.  If this has occurred, or if you have forgotten your PIN, please contact our technical support line for assistance.

My phone has no dial tone OR My phone line is noisy

In the event that you find your phones do not have a dial tone, there are a few options you can try to resolve the issue through:

Disconnect the power and phone cord from your main cordless phone station

Every cordless phone system has a “main” station that connects to both an electrical outlet and a phone jack.  This is where the dial tone comes in to the phone set, which then distributes the signal wirelessly to the other handsets.  Like many electronics, this can sometimes require a reboot.  Removing and reseating the phone cord will also ensure that there is a solid connection between the station and the outside line. Once you have reconnected everything, check for dial tone.

Try connecting only one phone to the line at a time

Sometimes a faulty jack or malfunctioning phone set can create enough trouble to prevent other phones or jacks from getting dial tone.  If you have multiple phones that are connected to jacks, you can test for this issue by disconnecting all phones from their jacks, and reconnecting them one at a time.  Check for dial tone after connecting each phone.  If you find that one particular phone is causing the issue, try connecting a different phone to that jack.  If the new phone gets a dial tone, the issue is with the phone you removed.  If a new phone does not get dial tone then the jack will need to be repaired by one of our technicians.

If you are unable to get dial tone back or have determined you have a faulty jack, please contact our technical support team for further assistance or to book a repair visit.

My connection is slow/I keep getting messages about an “invalid username or password”

In order to connect to the internet through Bruce Telecom, the router will be utilizing a connection method called PPPoE.  A necessity of this connection style is that the router “logs in” to our service utilizing a user name and password combination that is unique to your account.  If a router attempts to establish a connection through Bruce Telecom and does not submit a valid username or password, the internet connection will be severely limited in both speed and access to websites.

If you are using a router issued by Bruce Telecom, this information will already be programmed into the router and it should be fully activated 15 minutes after it has been added to your account.  If you are receiving the invalid login warning, please call our technical support line for assistance.

Should you elect to use your own router and have been given a plain “bridged” modem by Bruce Telecom, or if you are a fibre optic customer using your own router, please ensure that you have configured the routers connection settings to utilize PPPoE.  The username will be your Bruce Telecom email address and the password will be the same one used to access that email account.

Our technical support team is available and willing to assist you further if needed. Please contact our technical support line and we will gladly help to resolve any trouble you are having.

My Connection keeps dropping

There are many reasons why your internet connection may be dropping.  If you are having this problem, we will likely need to work with you on our technical support line in order to get to the root of the issue.  However, there are a few steps you can take to troubleshoot the issue on your own if you wish.

  • Verify that the issue is not isolated to only one device.  Sometimes the device you are using may be having issues.  There are many possible causes for this, ranging from software to hardware issues and everything in between.  However, it is also possible that the wireless signal to that specific device is weak.  If you have determined that the issue is device specific, try rebooting your device and bringing it closer to the router.  If that does not make a difference, and other devices continue to work, you may need to have said device serviced by a professional.
  • Test for if the issue is specifically occurring to devices connected wirelessly.  To do this, connect a PC or other device to ETH 1 of the Comtrend router and test for internet.  If the connection continues to drop on wireless devices but remains consistent when hard wired, you have proven a general Wifi issue.  The technical support representatives available on our support line will be best suited to assist further. 
  • If possible, inspect the router when the connection drops.  If using one of Bruce Telecoms wireless modem/routers, check to see if the Internet light remains active and green.  If the internet light is not activated, check if the DSL light is solid (if using a DSL connection) or that your ETH WAN light is active (if a fiber optic customer). 

Issues with connection drops are absolutely not normal, and do not represent the level of service we aim to provide.  In most cases persistent problems with your connection will require troubleshooting by our technical support team.  Please do not hesitate to call our technical support line for assistance towards a speedy resolution.

I’ve received a “Mail Quota Warning” – What does this mean?

The Bruce Telecom email server allocates 1 gigabyte of storage space to each of your Bruce Telecom email addresses.  What this means is that you can safely store up to 1 gigabyte of mail content on the mail server.  This limit is not applied to messages stored solely on your computer or other device. 

When your email address exceeds 80% of the available storage space allocated to it on the mail server, you will begin to receive automatically generated messages letting you know that you are approaching your maximum storage on the server.  These messages will never contain a “log in” link or request your email password in any form.

If you receive one of these messages, you will need to access your Bruce Telecom mailbox and remove any excess mail.  It is important to do so as soon as possible as, once the mailbox hits 1 gigabyte of storage, incoming messages will be unable to be delivered.  Think of it like an overstuffed mailbox at the post office; eventually, nothing more will fit.

Generally, the fastest way to assess and clean up your mailbox will be to log in using our webmail portal.  You can access it here or through the menus on our website.  Once you have logged in, you will be able to view any and all email that is currently being stored on our server for you, and prune the mailbox from there.

If you are using a mail client, check your mail settings to ensure that the program is set to occasionally delete messages from the server.  Often you can choose when and how this will occur.  If you are using IMAPv4, your mail program should send the delete command to our server whenever you empty your deleted items folder in the program.

If you require additional assistance or explanation of how best to manage your mailbox size, please contact our technical support team and we will happily help you.

What is the difference between a POP3 account and an IMAPv4 account?

POP3 and IMAPv4 are both examples of mail protocols that are used to send and receive email.  Your experience using either protocol will be largely similar; however there are some key differences that you may need to be aware of:

  • POP3: The older of the two protocols, POP3 allows your email program to send and receive mail through a central mail server.  What is unique about the POP3 protocol when compared to the IMAPv4 protocol is that when utilizing POP3 your mail client will log on to the central email server and directly download any new email that has arrived for you.  Typically, it will not leave a copy of these messages on the server for retrieval by other devices unless you have specifically enabled this option within your mail program settings.  More current mail programs and many smart phone devices do have the option to leave a copy of messages on the server enabled by default.

    A consequence of this style of email retrieval is that when a message is deleted on your receiving device, you may in fact be deleting the only copy of that message.  Additionally, any folders you create within your mail program will not be shared with the server – they will only exist on your computer or device.
  • IMAPv4: This is a newer protocol, relative to POP3, that still allows your email program to send and receive mail through a central mail server.  What is unique about the IMAPv4 protocol when compared to the POP3 protocol is that when utilizing IMAPv4 your mail client will log on to the central email server and synchronize with its contents. To put it another way, the content on the mail server will remain on the mail server, and your mail client will display what is there without removing it.  This ensures the mail is available for all devices that you have set up to access the mail account.

    It is also important to keep in mind that this protocol is a two way street.  More specifically: if a message is deleted on the server, it will also be deleted on any devices that utilize IMAPv4 to access the account.  Likewise, if you delete a message on one of your devices you can expect it to be deleted from both the server and your other devices.  This makes mailbox management simple, but should be kept in mind when deleting mail from the inbox on one of your devices.  Similarly, any folders you create on your devices will also be synchronized with the server.

Ultimately, the mail protocol you utilize is at your discretion – there are advantages and potential disadvantages to either method.  That being said, many people find that the increased integration between devices that IMAPv4 offers is both convenient and intuitive.