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.

Feature Guide

Safety Line

Increase the security and convenience of your telephone service.  With a safety line you can call another telephone number simply by lifting the receiver.

When requesting a safety line you need to tell the customer service representative what phone number you would like to be automatically dialled without having to dial.  This number will be called whenever you lift the receiver and do not dial another number within 16 seconds.

The predesignated number can be changed at any time by calling a customer care representative.  There is an admin charge of $20.75 per requested change.

Selective Call Acceptance/Rejection (Call Screen)

Selective Call Acceptance allows you to define a list of calling numbers that will be accepted.  All other incoming calls will be rejected and receive an announcement that the called party is not presently accepting calls.

  • To activate or deactivate Selective Call Acceptance dial *63 and follow the recorded instructions 

Selective Call Rejection allows you to define a list of numbers that will be blocked.  An incoming call from this list is rerouted to a recorded message and your phone does not ring.

  • To Activate or Deactivate Selective Call Rejection dial *60 and follow the recorded instructions.

Call Display Blocking Per Call

This is automatically provided free of charge and is used to prevent your telephone number from appearing to the person you are calling.

  • Dial *67 directly before dialling your call.
  • Does not work if calling emergency services or calling from an 1-800 or other toll-free number. We cannot guarantee it will work if calling outside of Canada.

Call Forwarding

Allows you have calls received to your phone number forwarded to an alternate phone number. 

  • Dial *72.  You’ll hear a special dial tone.  Enter the number you want your calls forwarded to.
  • To Deactivate dial *73.  You’ll hear two beeps to indicate your calls will no longer be forwarded.

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 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.

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.

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.

My Internet is not working

If you are unable to access the internet at all, please try the following:

Try another device:  Occasionally the problem will be a manifestation of device specific issues.  Try loading a website or service on another device to test for this.  If you find it is working fine on a different device, in similar conditions, try restarting your device and ensuring it is up to date.

Reboot the modem/router: Modems and routers, like home computers and other electronic devices, can sometimes require rebooting to resolve performance degradation issues.  To reboot your equipment, take the following action:

  • Unplug the power cord from the modem, or use the power button on the back of the device.  If using a separate wireless router, unplug the power from this as well.
  • Wait 10 seconds, then plug the power back in to the modem.  If you are using a separate wireless router, please wait until the DSL light on the modem is solid before powering the router back up.

Verify Cabling: If you are a DSL customer, please verify that the modem has a DSL cord/phone line connected to the DSL port on the back of the modem.  Likewise, if you are a Fiber Optic customer please verify that there is an Ethernet cord connected to the ETH WAN or GB/ETH port on the back of the router.

Once you have completed the previous steps, inspect the modems/routers lights.  Ensure that the Wireless lights are active, as this indicates whether or not the wireless network is being broadcast by the router.  If the light is not on, trying pressing the “Wifi On/Off” button on the front of the modem.

If you have completed these steps and are still not able to access the internet, please call our technical support line as soon as possible for further assistance.

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.

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