FAQ: Everything you need to know about our packages and optional features - Vidéotron

Packages

What services are included in the packages?

Call waiting and conference call are included in all our packages. Plus, all text and multimedia messages received are free (maximum 2,500 messages per month).

How many users can subscribe to a Share package?

The maximum is 5 people.

Does each user in a Share package need to sign a Wireless service agreement?

No, the agreement relates to the handset, not the package.

Does the Share package include the sharing of options?

It depends on the options. Additional blocks of minutes, call forwarding, long distance calls, text messaging and wireless Internet are options shared by all users. Call display and voice mail are specific to each user.

Do all users sharing a package need to have the same area code?

No, users in a Share package can each have a different area code.

Can I add minutes to my current package?

You can customize your package to suit your needs by adding minutes to your basic package. Just subscribe to an additional block of minutes.

Can I transfer my unused minutes to the next month?

No, unused minutes are non-transferable.

Voice Mail

How do I activate voice mail on my phone?

Technically, activation is automatic. However, you may have to answer two questions:

1. When asked if you wish to link the phone number to the voice mail, you must say "Yes".
2. You are then asked to enter the voice mail phone number. Dial +15144679959 and accept. This number is valid across the province of Quebec (514, 450, 418, 819).

To ensure your voice mail activation is successful, press and hold "1". Your phone should dial your voice mail number automatically. If you cannot access your voice mail, contact Customer Service by dialling *611 from your wireless phone.

How do I access my voice mail from my wireless phone?

1. Press and hold "1", or select the Listen to messages function from your phone's main menu. In both cases, your phone will dial your voice mail number.
2. Enter your password.

Note: Long distance or roaming charges apply when listening to messages outside your local calling area.

How do I access my voice mail from another phone?

Dial your wireless phone number, press "#" when you hear your greeting and follow the instructions.

How do I change the password to my voice mail?

You are asked to change your password the first time you access your voice mail. You can then change your password whenever you want by following these steps:

• Access your voice mail and dial 421.
• Enter your new password and press "#".

What is the temporary password to my voice mail?

When you activate the voice mail service, your temporary password is 1234.

How do I record a personal greeting?

1. Access your voice mail.
2. Dial 4312.
3. After the tone, record your personal greeting (up to 3 minutes).
4. Press "#" when you are finished.

Enhanced Voice Mail

What is the main advantage of Enhanced Voice Mail?

Save time! With Enhanced Voice Mail you can:

• Quickly access your messages by skipping the password;
• Instantly return a call after listening to a message;
• Send a message to a group simultaneously from your voice mail.

How do I activate and deactivate the Skip the password function?

The Skip the password function only works from your wireless phone. If you retrieve your messages from another phone, you must enter the password.

To activate/deactivate the Skip the password function:

1. Access your voice mail from your wireless phone.
2. Dial 4212.
3. Press "1" to activate the function; press "1" again to deactivate.

How do I return a call after listening to a message?

This function lets you automatically get in touch with the person who left you a message without having to dial their number.

1. Press "8" after the message. Go back to listening to your messages after your call.

How do I record a greeting for an extended absence?

1. Access your voice mail.
2. Dial 432 to record a greeting for an extended absence.

Call Display

What is call display?

Call display lets you see who's calling before you answer, even when you are already talking.

Why is call display useful?

This option lets you save precious time and make substantial savings by only answering important calls.

How can I get the name of the caller to appear?

The name of the person trying to reach you is displayed if it is programmed in your contacts. Store your numbers in your wireless phone or on your SIM card.

Why don't certain numbers appear on the screen?

If certain numbers do not appear on the screen, check the following:

1. Are you a subscriber of call display?
2. Some numbers may be blocked: 1-800 numbers, private numbers, numbers blocked by the caller, calls made from a public phone, calls forwarded to your phone, etc.

After verifying the above, if the numbers still do not appear, contact Customer Service by dialling *611 from your wireless phone.

Call Forwarding

Why is call forwarding useful?

Call forwarding lets you forward your calls to any device you want when you are travelling outside your local calling area or when you cannot answer your phone.

What is unconditional call forwarding?

When this function is activated, all your calls are forwarded to the number you have chosen. You will not receive any calls on your wireless phone.

What is conditional call forwarding?

This function forwards calls according to certain conditions. Here are the three options of conditional call forwarding:

• Forward if busy: calls are forwarded to the number you have chosen when you are already on the phone.
• Forward if no answer: calls are forwarded to the number you have chosen if you do not answer after 15 seconds.
• Forward if unable to take calls: calls are forwarded to the number you have chosen when your wireless phone is switched off or if you are outside the local calling area.

How do I activate unconditional call forwarding?

First, you must be a subscriber of call forwarding. You can activate call forwarding from your wireless phone. Consult your phone's User Guide for details.

You can also activate unconditional call forwarding by using the following codes:

To activate: *21* [phone number], #, then SEND.
To deactivate: #21#, then SEND.
To check status: *#21#, then SEND.

Once call forwarding is activated, you will no longer receive any calls on your wireless phone.

Quebec LD 50

What is the Quebec LD 50 option?

Long distance calls within Quebec are usually billed at 30¢ per minute. With Quebec LD 50, you get 50 long distance minutes within Quebec each month for only $5 per month - that's 10¢ per minute! Additional minutes are billed at 30¢ per minute.

Canada/US LD 125

What is the Canada/US LD 125 option?

Long distance calls to Canada and to the US are usually billed at 30¢ per minute. With Canada/US LD 125, you get 125 long distance minutes to Canada and the US each month for only $10 per month - that's 8¢ per minute! Additional minutes are billed at 30¢ per minute.

Does the Canada/US LD 125 option include long distance calls made to Quebec?

Yes, long distance calls made to Quebec are included in this option.

Text Messaging

What is text messaging?

Text messaging lets you exchange alphanumeric messages with other mobile phones equipped with this function, on all networks in Canada, the US and abroad, where technology permits.

Besides exchanging messages between friends, text messaging lets you participate in contests, TV and radio shows, and much more! Messages are limited to 160 characters.

What are the advantages of text messaging?

• There's no need to subscribe: all Vidéotron wireless phones can send and receive text messages.
• The service is available anytime and anywhere: wherever your phone works, text messaging works.
• Text messaging is a discreet way to talk without interruptions.
• Save time! Text messaging is quicker than e-mail; it's a fast and easy way to keep in touch.
• You never receive spam.
• Messages are automatically stored. You can read them whenever you want.
• Text messaging lets you receive information on your wireless phone (the weather, for example).

How do I send a text message?

Our Wireless 101/Messaging section includes a step-by-step guide for each handset. Find out how easy communicating with text messaging can be.

Can I receive text messages when my phone is switched off or if I am outside the local calling area?

Yes. You will receive a notice once you switch your phone on or return to the local calling area. Messages are stored for a maximum of 72 hours.

Can I receive text messages if I am already on the phone?

Yes. Receiving a text message does not disrupt a call. You will receive a notice after your call.

How do I know if I received a new text message?

Most phones play an alert and/or display an icon when a new message is received. To adjust the settings according to your needs, consult your phone's User Guide.

How do I send a text message abroad?

Sending a text message abroad is the same as in Canada. The only difference is that the number must be preceded by the "+" symbol and the country code. For example, to send a text message to a friend in France, you must dial +33xxxxxxxxx.

Multimedia Messaging

What is multimedia messaging?

Multimedia messaging lets you exchange text, pictures or short video clips that you have taken, filmed or downloaded with your phone.

Can I send a text message to someone who subscribed to a different service provider?

All users on Canadian wireless networks can exchange multimedia messages. Recipients with phones that include the multimedia messaging function will be able to view the picture, or watch the video clip and hear the sounds from their wireless phone. If the recipient does not have a phone with the multimedia messaging function, they will receive a text message with a link to access the message's content.

Can I send a multimedia message abroad?

Yes, but we cannot guarantee that the recipient will receive the message since Vidéotron has no control over the networks of its partners abroad.

Wireless Internet

What is data transmission?

When you surf the Web from your wireless phone, you use what is called network data, which is distinct from the voice network you use to make calls. There are no notions of minutes in wireless Internet. The time you spend surfing is not deducted from the minutes included in your package. The data sent and received is measured in kilobytes and are billed per use or according to the wireless Internet option you subscribed to, if any.

What data transmission speed can I get?

The data transmission speed on your wireless phone is similar to that of a 56 K modem. This speed varies according to your phone's model, your geographical location and network activity. EDGE devices have a transmission speed three times faster than GPRS devices.

Can I receive a call while I am surfing the Web?

Yes. Your surfing session will be paused during the length of the call. You can go back to where you left off after your call.

How can I get access to the details of my wireless phone use?

When you subscribe to Detailed Billing, you get a detailed explanation of your use (voice and data) including the date, time, duration and roaming charges each month.

When you are a subscriber to online billing, you can consult the details of your bill for free by visiting videotron.com.