Home Phone Support

Calls to Canada and the US (excluding Alaska and Hawaii) are covered by your monthly rate and do not cost extra. All other calls are billed on a per minute basis depending on destination.

The cost-per-minute for each destination can be found at www.gbtel.ca/rates

These features are currently included with your phone service:

• Voicemail
• Voicemail forwarding to Email
• Call Display with Name and Number
• Visual Call Waiting

Voicemail is accessed through your GBTEL phone by dialing '✱98'. You will be asked to enter your voicemail password. By default, this is your last four digits of your phone number.

Once logged in, listen to new messages by pressing '1'. To listen to older messages, you can access other mailbox folders by pressing '2'. The voicemail greeting and password can be changed under mailbox options by pressing '0'.

Download a copy of our voicemail instruction manual

For remote access of voicemail when outside your home, you will need voicemail-to-email set up, see below.

Your greeting is either your unavailable message or name, whichever was recorded by you most recently. For example, if you have an unavailable message set and you want your greeting to state your name, then choose option 3 to re-record your name.

To completely disable your voicemail greeting, please contact GBTEL.

To change these settings, please contact GBTEL either by phone or email. We are currently working on providing customers tools on our website to change settings and customize their phone service. Look for this in the coming months.

It is the responsibility of the customer to update and ensure that the address we have on file is accurate.

To update your current 911 address:

• Login to myaccount.gbtel.ca, or
• Contact GBTEL by phone or email

We want to make sure that you are aware of important differences in the way 9-1-1 service operates with a VoIP phone when compared with traditional telephone service. Here’s what you need to keep in mind:

Differences between traditional 9-1-1 service and VoIP phone 9-1-1

With traditional phone services, your 9-1-1 call is sent directly to the nearest emergency response centre. With VoIP phone service, your 9-1-1 call is forwarded to a third-party service provider that will automatically or manually route your call to the emergency response centre.

Remember to provide your location

Because you can move your VoIP phone between locations and because, for technical reasons, the emergency operator may not have your name, location or contact information available, you must immediately inform the emergency operator of your location and contact particulars any time you call 9-1-1. Do not risk sending police or ambulance services to the wrong location.

Be prepared during any service interruption

VoIP phone service depends not only on your continued subscription (and payment) for the service, but also on Internet connectivity and power to function. In the event of power, network, or Internet outages (including congestion), or if your service is disconnected or suspended due to non-payment, you may experience a failure, disruption or delay in your 9-1-1 service. We recommend that you keep an alternative phone service (such as a cellular telephone) handy to increase the reliability of your access to emergency services during any service interruption.

Do not disconnect

Until you are told to do so by an emergency dispatcher, do not disconnect your 9-1-1 call. If you are inadvertently disconnected, call back immediately.

Keep your service address up to date

GBTEL will attempt to provide the emergency operator with your service address, so please ensure that your information on file with us is always accurate and updated. If you do not do this (for example, if you are unable to speak during a 9-1-1 call), the emergency operator may assume that you are calling from the last registered address.

Inform other users

You must notify members of your household and other potential users of your VoIP phone service of the nature and limitations of 9-1-1 emergency calls.

Limitations of liability

GBTEL’s terms of service limit and disclaim liability related to VoIP 9-1-1 service, so please read these carefully. For a complete description of our VoIP 9-1-1 service, please see GBTEL’s terms of service at www.gbtel.ca/legal.