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 seems slow and 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.

Our Routers at a glance

If you are having internet issues, the routers provided by Bruce Telecom can provide you information on their operational status through the lights located on the front panel of the router.

  • Power:  When the modem has power, this light will be active and green.  If it is red, or off, please call our technical support line for further assistance.
  • ETH WAN: This light is relevant only for our customers using fiber optic service.  The corresponding ETH WAN port on the rear of the router is where the Ethernet connection from the fiber optic terminal should be placed.  If you are a fiber optic customer, this light should be active.
  • ETH 1-4: This light is representative of the state of the four Ethernet ports on the rear of the router.  When there is an active device connected to these ports, the corresponding lights on the front panel of the router will activate.  If you are using a DSL connection and have our television service, the cable equipment we provide must be connected to one of the ports labeled ETH 2, 3 or 4.  ETH 1 is for internet devices such as PC’s, gaming consoles or streaming devices only.
  • WPS: When WPS mode has been activated, this light will flash steadily on/off, and go solid once a WPS connection has been made with your device. By default, we do not provide routers with the WPS feature activated.  If needed, we can remotely enable this feature for you.
  • 2.4G Wifi/5G Wifi: If the router is currently broadcasting an SSID on these spectrums, these lights will be active.  If the wireless broadcast has been disabled, these lights will not be active.  You can enable/disable wireless broadcast using the Wifi On/Off buttons located on the front panel of the router.
  • DSL: If you are a DSL customer, this light represents the status of your DSL Link.  If the light is active and steady, you have a DSL connection.  If the light is not active, or steadily flashing on and off, then the router has not yet established a DSL connection and may require troubleshooting.  When the router is first powered on, it may take up to 3 minutes for the DSL link to be established.
  • Internet: Indicates whether or not the router has established an internet session.  Once your DSL connection or fiber link has been established, this LED will activate and should turn green.  If this light is not active, or is red, but you have an active ETH WAN LED/Steady DSL LED, please call our technical support line.

As always, if you are having any issue with your router or services, please give us a call on our technical support line.  We will be happy to assist you.

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 are phishing emails? How can I tell if an email is legitimate?

A phishing email is an attempt to “fish” for personal or account information through the fraudulent impersonation of a legitimate service or entity.  Quite often, this will take the form of a counterfeit email message requesting confirmation of information such as:

  • Account names and passwords
  • Personally identifying information
  • Payment information

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:

Sample phishing email screen capture

There are several characteristics of this example that can be used to identify a phishing message.  While the senders address in this case has been omitted, it was not a Bruce Telecom email address.  Additionally, there are grammatical errors and logical inconsistencies.  For instance, the email claims that incoming mail has been placed on hold due to the account requiring activation – yet the email message is being sent to the same address they claim cannot currently receive mail. 

Perhaps most importantly towards identifying phishing emails purported to be from Bruce Telecom:

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 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.

My Set Top Box Is Asking For a Hostname or IP Address

If you are seeing this message when powering on your Set Top Box, most likely the device is connected to the wrong Ethernet port on your modem (if you are a DSL customer).

Please ensure that the set top box has been connected via Ethernet to one of the ports labeled ETH 2, 3 or 4 on the Comtrend modem, and then reboot. If you are still experiencing this issue after following the steps above – or are using a fiber optic connection – please contact our technical support desk for further assistance.

Missing HD or SD Channels

If you are only able to tune into Standard Definition (SD) channels and no High Definition (HD) channels – and vice versa – this is usually a quick fix. 

  • On the remote control for the Bruce Telecom receiver, press the “STB” button once, then press the guide button to open the television guide
  • Check what filter is applied to the guide.  This information is located directly above the date in the guide, and will say one of the following: All, Subscribed, HD, SD, or Favourites
  • Press the Guide button repeatedly until you have changed the filter to Subscribed. This will allow you to once again tune into all your subscribed channels

NOTE: The guide may close while cycling through the different filter options.  If this occurs, simply press the Guide button again to re-open the guide and continue changing filter options.

All I see on my screen is “No Signal” or “Signal Lost”

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.

Should your television still be displaying the same message after completing the steps above, try rebooting the Bruce Telecom television receiver.  You can do this by unplugging the power cord from the rear of the unit for ten seconds, and then reconnecting.  Alternatively you can press and hold the power button on the front of the receiver for 5-10 seconds until it begins to flash steadily.

If you are unsure of what input/source the television receiver is connected to, or are still seeing the message after trying the above steps, please call our technical support line for further assistance.

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