Northland Phone Service - Northland Communications

Northland Phone Service - Northland Communications
Northland
Phone Service
RESIDENTIAL AND BUSINESS
USER GUIDE
Important 911 Information
Access to 911 emergency services via our Home Phone service is very similar
to traditional 911 service access, but there are some important differences you
need to be aware of.
• If you move to a new location within our service area, you will need to
contact us to update your address. It may take a few days to activate and
change your 911 address, so please contact your local office prior to moving
the location of your telephone adapter. Our phone services, including 911
access, will not work outside of our service areas.
• Electrical or Broadband Outages can prevent access to 911 services.
Your phone service is relying on both your broadband connection and
electrical power. Your telephone adapter includes a battery backup which
can provide up to 8 hours of continued service after a power outage. If
there is an extended power outage or disruption to broadband connectivity,
you may be unable to access 911 services. Once power and broadband
connection are restored, your system will function properly again. Note that
many cordless telephones do not include a battery backup in their base and
will not function during a power outage. Please plan accordingly.
Important: Please refer to the 911 information in the Digital Phone Terms &
Conditions of Service Pamphlet available online at www.yournorthland.com/
legal for additional information regarding your 911 service.
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Northland Phone Service User Guide
Making Calls
You can make calls by dialing the number on your phone, as you always have.
For calls within your area code, you may dial 7, 10 or 11 digits.
Example: 555-1212, 859-555-1212 or 1-859-555-1212
When dialing outside your area code, you may use 10 or 11 digits.
Example: 859-555-1212 or 1-859-555-1212
For international calls, you would dial just as you would with a standard analog
telephone. (International Access Code + Country Code + City Code + Number)
Example: 011 +39 (Italy) +81 (Naples) +Number
To receive a call, simply pick up your phone handset like you always have.
Using the Account Portal System
1. Open your web browser and point it to https://myphone.nctv.com
2. Your Username is your phone number
3. Your Password was sent to you in an email confirmation or provided by a CSR
4. Click Login
How to Change Your Password
You can use the Account Portal to configure all of your Digital Phone features. To
change your password, do the following:
1. Click on the Change Password tab. Your new password must be 6-12
nonblank characters and contain at least one number.
2. Enter your old password, enter your new password, confirm your new
password, and click Submit.
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Northland Phone Service User Guide
How to Access Voicemail
Accessing the Voicemail System for the First Time
1. From your own phone, dial your phone number
2. The default pass code is 4227
3. Enter a new pass code at the voicemail prompt
4. Re-enter the same new pass code at the prompt
5. If your new pass code is accepted, you will hear “your password has been
changed successfully”
6. Press the # key
Once in the system, you will hear “Welcome to your Voice Messaging System. If
you are not calling from your home phone press the * key.”
Helpful Hint: To eliminate the need to dial your own phone number when
accessing your voicemail, please refer to the Speed Dial instructions on page 11.
You can set your own phone number as a speed dial code.
Accessing Voicemail while at Home or Away
From Home
1. From your own phone, dial your phone number
2. Enter your pass code at the prompt
When Away
1. From a different phone, dial your phone number
2. Press * to access your voicemail, once your recording picks up
3. Enter your pass code
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Northland Phone Service User Guide
Voicemail Main Menu
1. To listen to your messages, press 1
2. To change your mailbox busy greeting, press 2
3. To change your mailbox no answer greeting, press 3
4. To compose and send a new message, press 5
5. To delete all messages, press 7
6. To go to the Voice Portal, press the * key
7. To repeat this menu, press the # key
While Listening to the Messages Menu
1. To save this message, press the # key
2. To erase this message, press 7
3. To repeat this message, press 2
4. To go back to the previous message, press 4
5. To play the message envelope, press 5
6. To go to the next message, press 6
7. For additional options, press 9
8. To go back to the previous menu, press the # key
Voice Portal Menu
1. To access your voicemail box, press 1
2. To record your name, press 3
3. To change your call forwarding options, press 4
4. To make a call, press 6
5. To change your pass code, press 8
6. To exit the Voice Portal, press 9
7. To repeat this menu, press the # key
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Northland Phone Service User Guide
Features Overview
1. On the Home page of the Account Portal, you will see the Features
Configuration button where you can choose the features like Call Forward,
Simultaneous Ring, etc.
2. Below is a list of our top features:
ANONYMOUS CALL REJECTION
CALL FORWARD ALWAYS
CALL WAITING
DO NOT DISTURB
SPEED DIAL
THREE WAY CALLING
VOICEMAIL MANAGEMENT
The following pages contain instructions for configuring these listed features. Also
refer to the online Account Portal for support and information about additional
features and options. voicemails as an attachment to an email or simply receive
an email or text notification of a voicemail via email.
Anonymous Call Rejection (*77)
Use this feature to prevent or allow calls from callers who have blocked their
phone numbers from being identified. Blocked callers hear a message notifying
them that their calls are being rejected.
You can activate this service at any time and configure it from your Account
Portal.
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Steps
Details
Turn Anonymous
Call Rejection on
or off
Click “On” or “Off.” When on, Anonymous Call
Rejection prevents calls from callers who have chosen
to block the identification of their phone numbers. These
callers hear an automated message that their call is
being denied because of the block. The default for this
service is “Off.”
Save your changes
Click Apply to save your changes.
Northland Phone Service User Guide
Call Forwarding Always (*72)
Use this feature to activate and edit the options for the Call Forwarding Always
(CFA) service. The Call Forwarding Always service allows you to redirect
your incoming phone calls to another number, such as a mobile phone or
administrative assistant. Variations of Call Forwarding include Call Forwarding
No Answer and Call Forwarding Busy. Unlike those services, Call Forwarding
Always redirects all of your calls, not just those received when you do not
answer or when you are talking on your phone.
From Your Voicemail
Call Forwarding Always can be activated and its options can be changed
using your voicemail. To do this dial * 72, followed by the phone number to
which you wish your calls to be redirected. Your calls remain forwarded until
you dial the deactivation code.
From Your Account Portal
Call Forwarding Always can also be activated or its options can be changed
using your Account Portal.
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Steps
Details
Turn Call
Forwarding
Always on or off
Click “On” or “Off”. When on, Call Forwarding Always
forwards all your incoming calls to the phone number
you entered in the Calls Forward to text box.
Confirm or enter
the phone number
If the phone number indicated is the number to which you
want all of your calls forwarded, no action is necessary.
You can enter feature access codes * and speed codes
in addition to phone numbers and extensions. To edit
or delete a phone number, click and drag your mouse
pointer over the information in the text box. Press the
DELETE key on your keyboard to empty the text box of its
contents or simply begin typing to enter new information,
the new phone number in a valid format (no dashes,
parentheses, or spaces are necessary). To forward to a
long distance number, it must be preceded by a “+” and
a country code. If you type an invalid phone number, you
are prompted to retype it. This is required information
when the service is on.
Northland Phone Service User Guide
Select whether
to play a ring
reminder
The “Play Ring Reminder when a call is forwarded” check
box causes the service to play a short ring burst at your
home/office phone when a call is forwarded. No ring
reminder is played if this box is not checked.
Save your changes
Click Apply to save your changes.
Call Waiting
Use this feature to turn the Call Waiting service on or off. This service allows
you to decide whether phone calls in progress can be interrupted by other calls.
NOTE: This service is not available with all access device types.
From Your Account Portal
Call Waiting can be activated or its options can be changed using your
Account Portal.
Steps
Details
Turn Call Waiting
on or off
Click “On” or “Off”. When this service is on and you
receive a call while another call is already in progress,
you will hear a beep. You can put the first call on hold
to answer the incoming call. When this service is turned
off, the caller hears a busy tone. The default for this
service is “On”.
Save your changes
Click Apply to save your changes.
Do Not Disturb (*78) To Cancel (*79)
Use this feature to prevent your phone from ringing. Callers are sent to
Voicemail or another specified location, such as a number indicated by the Call
Forwarding Busy service.
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Northland Phone Service User Guide
From Your Voicemail
The Do Not Disturb service can be activated or options can be changed using
your voicemail. To do this, dial *78.
From Your Account Portal
Do Not Disturb can also be activated or its options can be changed using your
account portal.
Steps
Details
Turn the service
on or off
Click “On” or “Off”. When on, Do Not Disturb prevents
your phone from ringing and callers are given busy
treatment (such as being sent to Voice Messaging, if
available, or forwarded to the specified number of the
Call Forwarding Busy service, if available). The default
for this service is “Off.”
Select whether
to play a ring
reminder
The “Play Ring Reminder when a call is blocked” check
box causes the service to play a short ring burst if
checked. No ring reminder is played if not checked. A
ring reminder is played if this service blocks a call while
this check box is checked. The ring reminder is a short
ringing burst, 500 milliseconds in duration.
Save your changes
Click Apply to save your changes.
Speed Dial (*74)
Use this feature to program numbers for Speed Dial. This service allows you to
associate single digit codes to frequently dialed or hard to remember phone
numbers. You can dial a speed dial code instead of the full number to place calls.
To use speed dial from your phone, dial the speed dial code number, then #.
For example, to call the number associated with Speed Dial Code 6, dial 6#.
From your phone, speed Dial can also be programmed by dialing *74. For
example, *74 3 859551212 programs Speed Dial Code 3 to dial 859-555-1212.
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Northland Phone Service User Guide
From Your Account Portal
Steps
Details
Enter a phone
number
Type a complete phone number, including a country
code, if necessary for dialing on your system.
Enter a name
Type a name or description for the speed dial code. This
name does not affect the operation of the speed dial
code. It is just a convenience to help you remember why
the speed dial code was programmed. If a speed dial
code is programmed using *74, then the “Name” text
box is blank.
Save your changes
Click Apply to save your changes.
Three Way Call
Use this feature to create a Three-Way Call. When this service is assigned, you
can place a three-way call using the flash-based services.
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Steps
Details
While engaged
on call
Press Flash hook on phone. The initial call is held.
Enter phone
number
Enter complete phone number or extension of third
party. You can press # to signal the end of the phone
number or extension.
Press flash hook
When this third party is connected, press flash hook again.
All parties will then be connected in three-way call.
Press flash hook
To drop the third party, press the flash hook again.
Hang up
If either of the two parties hangs up, your call with the
remaining party is intact. If you hang up, the other two
parties remain connected.
Northland Phone Service User Guide
Voicemail Management
Voicemail Management allows you to specify how to handle your voice
messages. You can retrieve voice messages by using your phone or you can
choose to send messages directly to your e-mail (not using the phone).
Steps
Details
Turn your Voice
Messaging
service on or off
Click “On” or “Off”.
Indicate whether
you want to be
notified by e-mail
of new messages
If a check mark appears in the “Notify me by e-mail of
the new voice message at this address:” box, a short
e-mail message informing you about the new caller and
date/time of the message is sent. In the text box, type
the e-mail address where you want these notifications to
be sent.
Indicate how you
want to use the
voice messaging
service in
the “When a
voice message
arrives...” section
If you want to retrieve voice messages using your phone
and your e-mail account, select Use unified messaging.
When using unified messaging, you can check the “Use
Phone Message Waiting Indicator” box. This option
provides a stuttered dial tone (and blinking light on
some phones) to inform you when you have messages
waiting.
If you always listen to your voice messages using your
e-mail account and do not use the phone retrieval
option, select “Forward it to this e-mail address:” and
provide the e-mail address where you want your voice
messages to be sent.
Indicate if you
want a carbon
copy of your
messages
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If you want a carbon copy of your messages to be sent
to another e-mail address, check the “E-mail a carbon
copy of the voice message to:” box and provide the
e-mail address where you want the copy to be sent.
Northland Phone Service User Guide
Indicate whether
callers have the
option to transfer
to another
number instead
of leaving a voice
message
If a check mark appears in the “Transfer on ‘0’ to Phone
Number:” box, callers can press 0 during your outgoing
voice message and be transferred to another number,
such as a mobile phone or Auto Attendant. If a caller
presses 0 while recording a message, the recording is
aborted, no message is left and the caller is transferred.
Save your changes
Click Apply to save your changes.
* Other Feature Access Codes
*72 Call Forwarding Always Activation
*73 Call Forwarding Always Deactivation
*90 Call Forwarding Busy Activation
*91 Call Forwarding Busy Deactivation
*92 Call Forwarding No Answer Activation
*93 Call Forwarding No Answer Deactivation
*67 Calling Line ID Delivery Blocking per Call
*65 Calling Line ID Delivery per Call
*69 Call Return
*70 Cancel Call Waiting
*22 Flash Call Hold
*66 Last Number Redial
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Northland Phone Service User Guide
Frequently Asked Questions (FAQs)
What types of telephones work with your service?
Virtually any touch tone telephone can be used with Northland’s Digital Phone service.
Corded and cordless telephones both work well.
Can I use a fax machine with Northland’s service?
Though Northland customers have experienced high success in placing and receiving fax
transmissions, Northland has not yet certified support for fax usage.
Can I use your service with my home alarm system or personal emergency response
services company?
You may connect any telephone communication device to your Northland’s adaptor.
However, Northland recommends that you keep a traditional phone line for a home or
personal emergency response device. Remember, the Northland service depends upon your
broadband Internet connection and electric power. If your Internet connection goes down or
if power is not available, you will not be able to make or receive calls, nor will your alarm
system. Please consult with a qualified alarm system technician before connecting your
alarm system to a Northland Digital Phone line.
How is dialing 911 using Home Phone different from dialing 911 on a regular land line?
Northland routes your call to your local emergency response center over the traditional 911
network determined by the physical address you supplied when you activated your service.
Please note that 911 service will not function properly if you use your adapter anywhere
except your primary service address. If you are changing the location of your phone,
please notify Northland or make the changes via the myphone.nctv.com portal.
In the event traditional 911 methods are unavailable or fail, Northland sends your 911 call
to national emergency response center. Trained emergency response agents will then route
the call to local authorities.
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Northland Phone Service User Guide
EMERGENCY SERVICES (911 CALLS)
You acknowledge and understand that the Northland Service does NOT support traditional 911 or Enhanced 911 (E911) access to emergency services.
You further acknowledge and understand that neither Northland nor its underlying third party providers have any duty to offer emergency services or access
to 911.
You agree and understand that Northland does not hold itself out as providing emergency 911 services as a replacement to the traditional local wireline
911 services offered over the public switched telecommunications network and wireless 911 services in your local service area. Northland’s limited 911type service is available only on Northland devices and with Nort–hland Services as described herein. You acknowledge and understand that Northland’s
911-type dialing requires you to take affirmative steps to activate and properly install the Northland device and to ensure that the information you provide
to Northland is accurate, and that Northland’s 911-type service is NOT the same as the 911 emergency services you may receive from traditional landline
or wireless service providers, that such 911-type dialing capabilities and that such 911-type dialing is different in many significant ways (some, but not
necessarily all, of which are described in the Service Agreement and Terms and Conditions of Services) from traditional 911 service. You agree to inform
any household residents, guests, employees and any other persons who may be present at the physical location where you utilize the Phone Service of
the non-availability of traditional 911 and E911 dialing from your Northland Phone Service and device(s). You further agree to inform any household
residents, guests, employees and any other persons who may be present at the physical location where you utilize the Phone Service as to the differences
and limitations of Northland’s 911-type dialing service as compared with traditional 911 or E911 dialing that are set forth in this manual.
Description of Northland’s 911-Type Service. You acknowledge and understand that neither Northland nor its third party service providers shall have any
responsibility to or liability for provision of the Phone Service and 911-type access if the device is moved outside of your Physical Address. Additionally,
even if you do not move your device, Northland cannot guarantee the reliability of the 911-type dialing features offered with your Phone Service. When
you dial 911 using your Northland approved device and Phone Service, your call is generally routed from the Northland network to third party providers
who route the emergency call to the Public Safety Answering Point (PSAP) or local emergency service personnel associated with your telephone number.
Each PSAP serves a designated geographic area. When you sign up for Northland Phone Service, your telephone number will correspond to your Physical
Address. Your Physical Address, for purposes of your Phone Service, is the location where you receive your Phone Service from Northland. Your Physical
Address may or may not be the same as your billing address where you may choose to receive your Northland bill. You acknowledge and understand that
it is your responsibility to provide Northland with the proper Physical Address. Northland and its third party provider(s) hereby disclaim any and all liability
and responsibility in the event that you provide an incorrect Physical Address to Northland. When you dial 911 from a Northland device using Northland’s
Phone Service, you acknowledge and understand that Northland and/or its underlying service providers will endeavor to route your call to the general
PSAP or local emergency service provider (which may not be answered outside business hours) assigned to your telephone number. You acknowledge
and understand that you may not be routed to the same 911 dispatcher(s) who are specifically designated to receive incoming 911 calls using traditional
911 dialing. Northland relies on third parties for the forwarding of information underlying such routing, and accordingly, Northland and its third party
provider(s) hereby disclaim any and all liability or responsibility in the event such information or routing is incorrect. Neither Northland nor its underlying
service providers nor their officers or employees may be held liable for any claim, damage or loss, and you hereby waive any and all such claims or causes
of action arising from or relating to Northland’s 911-type dialing and services unless it is proven that the act or omission proximately causing the claim,
damage or loss constitutes gross negligence or intentional misconduct on the part of Northland or its underlying service providers. You agree to indemnify
and hold harmless Northland and its third party provider(s) from any claim or action arising out of misroutes of 911 calls, including but not limited to your
failure to follow correct dialing or use procedures for 911 calling or use of your Northland device or your provision to Northland of incorrect information
in connection therewith.
Service Outage, Power Failure or Disruption. You acknowledge and understand that 911 dialing will not function in the event of a power failure or
disruption. Should there be an interruption in the power supply for any reason whatsoever, the Phone Service, 911 dialing and any other emergency and
services connected to your Phone Service, including, but not limited to, home security systems and Life Alert (the “Essential Services”), will not function unless
and until power is fully restored. A power failure or disruption may require you to reset or reconfigure the Northland device or other Northland equipment
at your premises prior to utilizing the Phone Service or 911 dialing.
Broadband Service/Internet Service Provider Outage or Termination/Suspension or Termination by Northland. You acknowledge and understand that
service outages or suspension or termination of service by your broadband provider or any other broadband provider supplying the broadband service to
which you connect your Northland device, and/or by Northland’s ISP or by Northland will prevent ALL Phone Service, including 911 dialing and Essential
Services. You further acknowledge and understand that service outages due to suspension of your account as a result of billing issues, your breach of the
terms and conditions of Northland or your broadband provider, or for any other reason, will prevent ALL Phone Service, including 911 dialing and Essential
Services. You acknowledge and understand that if there is a service outage for ANY reason, such outage will prevent ALL Phone Service, including 911
dialing and Essential Services. Such outages may occur for a variety of reasons, including, but not limited to those reasons described elsewhere in the
Service Agreement and Terms and Conditions of Services.
Limitation of Liability and Indemnification Regarding 911 Emergency Services. YOU ACKNOWLEDGE AND UNDERSTAND THAT NORTHLAND’S
LIABILITY IS LIMITED FOR ANY PHONE SERVICE OUTAGE AND/OR INABILITY TO DIAL 911 FROM YOUR LINE OR TO ACCESS EMERGENCY SERVICE
PERSONNEL AND ESSENTIAL SERVICES, AS SET FORTH IN THE SERVICE AGREEMENT AND TERMS AND CONDITIONS OF SERVICES. YOU AGREE
TO DEFEND, INDEMNIFY, AND HOLD HARMLESS NORTHLAND, ITS OFFICERS, DIRECTORS, EMPLOYEES, AFFILIATES AND AGENTS AND ANY OTHER
SERVICE PROVIDER WHO FURNISHES SERVICES TO YOU IN CONNECTION WITH THE SERVICE AGREEMENT AND TERMS AND CONDITIONS OF
SERVICES OR THE PHONE SERVICE, FROM ANY AND ALL CLAIMS, LOSSES, DAMAGES, FINES, PENALTIES, COSTS AND EXPENSES (INCLUDING,
WITHOUT LIMITATION, ATTORNEY’S FEES) BY, OR ON BEHALF OF, YOU OR ANY THIRD PARTY OR USER OF YOUR NORTHLAND PHONE SERVICE
RELATING TO THE ABSENCE, FAILURE OR OUTAGE OF THE PHONE SERVICE, INCLUDING 911 DIALING AND/OR INABILITY OF YOU OR ANY THIRD
PERSON OR PARTY OR USER OF YOUR NORTHLAND PHONE SERVICE TO BE ABLE TO DIAL 911, TO ACCESS EMERGENCY SERVICE PERSONNEL AND
ESSENTIAL SERVICES, TO ACCESS THE CORRECT PSAP ASSOCIATED WITH YOUR TELEPHONE NUMBER OR TO CORRECTLY ROUTE AN EMERGENCY
CALL IF YOU MOVE YOUR NORTHLAND DEVICE OUTSIDE OF YOUR PHYSICAL ADDRESS. YOU EXPRESSLY ACKNOWLEDGE THAT, IN THE EVENT
OF A POWER OUTAGE OR OTHER SERVICE-AFFECTING SCENARIO, NEITHER NORTHLAND NOR ANY OF ITS AFFILIATES, SUBSIDIARIES, PARENT
COMPANIES, AGENTS, NETWORK SERVICE PROVIDERS, PARTNERS OR EMPLOYEES ARE LIABLE FOR THE AVAILABILITY OF 911 SERVICE FROM YOUR
NORTHLAND DEVICE AND NEITHER NORTHLAND NOR ANY OF ITS AFFILIATES, SUBSIDIARIES, PARENT COMPANIES, AGENTS, NETWORK SERVICE
PROVIDERS, PARTNERS OR EMPLOYEES ARE LIABLE FOR THE AVAILABILITY OF THE 911 SERVICE FROM YOUR NORTHLAND DEVICE AND NORTHLAND
PHONE SERVICE.
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Northland Phone Service User Guide
Use of TDD or TTY devices. Although current developments in IP technologies provide reliable transfer of voice and data over broadband connections such as
cable lines, the nature of the technologies may not be fully compatible with the existing 911 systems currently in place in your area of service. Additionally,
VOIP 911 services may not be fully compatible with all types of TDD or TTY devices for the hearing impaired and that where such devices are used to make
calls, you agree and acknowledge that neither Northland nor Northland’s third party providers hold themselves out as providing or enabling Northland to
provide emergency services compatible with any TDD/TTY devices. You further acknowledge that Northland has apprised you of any and all risks associated
with your use of Northland’s 911-type service and that Northland does NOT recommend that you use the Northland 911 service as your sole and primary
means of reaching a 911 operator in case of an emergency. You expressly acknowledge that, in the event of a power outage or other service-affecting
scenario, (A) neither Northland nor any of its affiliates, subsidiaries, parent companies, agents, network service providers, partners or employees are liable
for the availability of 911 service from your Northland device and (B) neither Northland nor any of its affiliates, subsidiaries, parent companies, agents,
network service providers, partners or employees are liable for the availability of the 911 service from you Northland device and Northland Service.
Dialing Requires Activation. You are required to provide an accurate Physical Address and other information to Northland upon purchasing the Northland
Phone Service. You must properly connect the Northland device in order for the Northland Phone Service to function properly. You acknowledge and
understand that 911 dialing does not function unless you have successfully configured and connected your Northland device and Phone Service and
provided accurate and updated information. You acknowledge and understand that you cannot dial 911 from this line unless and until you have confirmation
that your Northland device is operational.
Failure to Designate the Correct Physical Address When Activating 911 Dialing or Moving Your Device. Failure to provide your current, updated and correct
Physical Address and location of your Northland Equipment will result in any 911 call you make being misrouted to the incorrect local emergency service
provider. Northland’s Phone Service is intended to function from your Physical Address which MUST correspond to the physical address where you receive
your primary Northland cable service and where your Northland device is physically located. If you have more than one Northland device at your Physical
Address and each device has a different number, you must make sure that the Physical Address corresponds to each number where your Northland device
is physically located. If you move your device to a location other than your primary Physical Address, you may not be able to place emergency calls or your
calls could be misrouted to the incorrect PSAP or incorrect emergency service personnel.
Possibility of Network Congestion and/or Reduced Speed for Routing or Answering 911. Due to the technical constraints of Northland’s 911-type dialing
feature, you acknowledge and understand that there is a greater possibility of network congestion and/or reduced speed in the routing of a 911
communication made utilizing your Northland device and Equipment as compared to traditional 911 dialing over traditional public telephone networks.
You acknowledge and understand that 911 dialing from your Northland Equipment will be routed to the general telephone number for the local emergency
service provider (which may not be answered outside business hours), and will not be routed to the 911 dispatcher(s) who are specifically designated to
receive incoming 911 calls at such local provider’s facilities when such calls are routed using traditional 911 dialing.
Automated Number Identification. THE PSAP OR LOCAL EMERGENCY SERVICE DISPATCHER RECEIVING YOUR 911 CALLS MAY NOT BE ABLE TO
CAPTURE AND/OR RETAIN AUTOMATIC NUMBER OR LOCATION INFORMATION. THIS MEANS THAT THE DISPATCHER MAY NOT KNOW THE PHONE
NUMBER OR PHYSICAL LOCATION OF THE PERSON WHO IS MAKING THE 911 CALL. Although Northland’s system is configured to send the automated
number identification information, there may be several telephone and Internet telephony companies other than Northland that may be involved in routing
your call to emergency personnel and PSAPs. The emergency response systems and the PSAPs themselves must be able to receive the information and pass
it along properly. Existing emergency response systems and PSAPs may not always be technically capable of receiving and/or passing routing information
properly. You acknowledge and understand that PSAP and emergency personnel may or may not be able to identify your phone number in order to call you
back if the call is unable to be completed, is dropped or disconnected, or if you are unable to speak to tell them your phone number and/or if the Phone
Service is not operational for any reason, including without limitation those listed elsewhere in the manual.
Automated Location Identification. At this time in the technical development of Northland’s 911-type dialing, it is not always possible to transmit identification
of your Physical Address or the physical location of your Northland device if the device is located at a location that is different than your Physical Address.
IF YOU DIAL 911 USING NORTHLAND’S SERVICE, YOU MUST IMMEDIATELY TELL THE DISPATCHER YOUR LOCATION (OR THE LOCATION OF THE
EMERGENCY, IF DIFFERENT). YOU MUST ALSO NOT DISCONNECT THE LINE, AS THE DISPATCHER MAY NOT HAVE A PHONE NUMBER TO USE
TO CALL YOU BACK AND YOU MAY BE REQUIRED TO REDIAL THE 911 CALL. IF YOU ARE UNABLE TO SPEAK AND DESCRIBE YOUR LOCATION
ACCURATELY, THE EMERGENCY DISPATCHER MAY NOT BE ABLE TO LOCATE YOU OR DISPATCH EMERGENCY PERSONNEL TO THE CORRECT
LOCATION. You acknowledge and understand that you or anyone using your Northland Phone Service will need to state the nature of the emergency
promptly and clearly, including your location. You acknowledge and understand that PSAP and emergency personnel may not be able to find your location
if the call is unable to be completed, is dropped or disconnected, if you are unable to speak to tell them your location and/or if the Phone Service is not
operational for any reason, including without limitation those listed elsewhere in the manual.
Alternative 911 Arrangements. You acknowledge that Northland does not offer the Phone Services as the primary line for emergency services. You should
always have an alternative means of accessing emergency services such as 911 or E911.
Essential Services and Other Non-Voice Communications Equipment. By agreeing to Northland’s Service Agreement and Terms and Conditions of Services,
and if you are a subscriber of Northland’s Internet Service, you hereby waive any claim against Northland and Northland’s third party providers in
connection with your Northland Phone Service and device, for interference with or disruption of Essential Services and any and all other communications or
electronic equipment due to your Northland Phone Service and device.
Local Number Portability. In the event you are not utilizing a new phone number for your Northland Phone Service, but rather are transferring an existing
phone number, you must sign Northland’s Letter of Authorization (the “LOA”), authorizing Northland or its designated agent to work with your previous
service provider to transfer your existing number. In addition to the terms and conditions of the LOA, the terms and conditions of this paragraph shall also
apply: (a) you agree and acknowledge that if you set up your Northland device prior to the date that the number port becomes effective (“Port Effective
Date”), you will be able to make outgoing calls only over your Northland device. In such event, Northland strongly recommends that you keep another
phone at your Physical Address to receive incoming calls until the Port Effective Date, after which you will be able to both make and receive calls using
the Northland Phone Service; and (b) you agree and acknowledge that if your device is not yet activated as of the Port Effective Date, your existing phone
service for the number you are transferring will be disconnected and you will have no service for that line. Therefore, to avoid an interruption in your phone
service, it is extremely important that you properly install your Northland device prior to, or on, the Port Effective Date. An estimate of the Port Effective Date
will be provided to you by Northland via mail, phone or email following your completion of the ordering process.
14
Northland Phone Service User Guide
Northland Home Phone Service Information
My Home Phone Number: _______________________________________
My Account Portal Password Is: _________________________________
My Voicemail Pin Is: ____________________________________________
My CPNI Number Is: ___________________________________________
Portal URL: http://myphone.nctv.com
After Hours Support: (877) 212-9510
Important 911 Information
Access to 911 emergency services via our Home Phone service is very similar to traditional 911
service access, but there are some important differences you need to be aware of.
• If you move to a new location within our service area, you will need to contact us to update
your address. It may take a few days to activate and change your 911 address, so please
contact your local office prior to moving the location of your telephone adapter. Our phone
services, including 911 access, will not work outside of our service areas.
• Electrical or Broadband Outages can prevent access to 911 services.
Your phone service is relying on both your broadband connection and electrical power.
Your telephone adapter includes a battery backup which can provide up to 8 hours of
continued service after a power outage. If there is an extended power outage or disruption
to broadband connectivity, you may be unable to access 911 services. Once power and
broadband connection are restored, your system will function properly again. Note that many
cordless telephones do not include a battery backup in their base and will not function during
a power outage. Please plan accordingly.
Important: Please refer to the 911 information in the Digital Phone Terms & Conditions of
Service Pamphlet available online at www.yournorthland.com/legal for additional information
regarding your 911 service.
15
yournorthland.com
Northland Phone Service User Guide
Disclaimer: The content of this manual is subject to change without notice or should not be construed as a commitment by the manufacturer, distributor, or service provider. This
manual is furnished for informational use only and the manufacturer, distributor, or service provider assumes no responsibility for any errors or inaccuracies that may appear herein.
UserGuide_IBBS_2012
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