Documentation & FAQs - Hay Communications

Documentation & FAQs – Voice

Telephone Troubles

During regular business hours call the main office, a repair report will be filled out immediately and your service fixed quickly. If you are in need of repair over the weekend or after regular business hours please call our repair line and leave a detailed message. Messages are checked frequently during weekends and holidays, a technician will get back to you as soon as possible.

Static / Noise / Hum / Buzz on the Line

If you have DSL service please make sure all phone devices have a filter, or you have a Whole Home Filter installed. DSL noise will sound something similar to eggs frying.If you are on a cordless phone, see if the noise is happening on a corded phone. Sometimes cordless phones pick up extra signals which can create noise on the line. Unplug all equipment that is connected to the phone line, then plug each one in one-at-a-time until you discover which is causing the problem. This includes phones, fax, modems, satellite receivers, security system, furnace monitoring systems, etc… If the noise comes back on the line, the last device you plugged in is the problem.It could be a particular jack that has the noise, test a second jack. Call into the repair line if the root of the noise cannot be found and report the problem and steps taken.

No Dialtone

A no dialtone problem can be caused by a number of things. Below is a list of things to check out.

Is there any phone off the hook?
Did the line cord come loose out of the jack or phone?
Try unplugging all phone devices and plug them back in one at a time and see which one causes the dial tone to stop working. This includes phones, fax, modems, satellite receivers, security system, furnace monitoring systems, etc…
Try unplugging any cordless phone base from the hydro and plug it back in. This will reset the cordless base as they are sometimes known to freeze a line.
Call into the repair line and report the problem and steps taken.

Caller from other area code or country can't get through

Have the caller contact their long distance provider and report the trouble.

Caller ID Stopped working on my phone

There are a couple things to check on your own for this type of problem.

Unplug phone from hydro and plug back in. See if the call display works now.
Call into the repair line and report the problem and steps taken.

Phone rings once and then drops the call

Phone Ring Trips

Try unplugging all phone devices and plug them back in one at a time and see which one causes the ring trip. This includes phones, fax, modems, satellite receivers, security system, furnace monitoring systems, etc…
Call into the repair line and report the problem and steps taken.

I'm a Fibre customer and have no phone / internet / TV

Please make sure the power to the ONT battery power supply is plugged in and no breaker tripped.
If the ONT battery power supply is plugged into a switched outlet please make sure the switch is on.
Call into the repair line and report the problem and steps taken.

Voicemail

Voice Mail Quick Tips

Check the Voice Mail User guide available on the right hand side of this page.
If you want to access Voice Mail from home you can simply dial *98.
If you forgot your Voice Mail password please call into support and ask to have it reset. A ticket will be opened and we can reset it for you.
If you are accessing your voice mail away from home you can dial ***VM DIRECT NUMBER*** and follow the prompts.

Five Options in the Mail Box Setup Menu
    Press 1 -> Greeting Options
    Press 2 -> Change Password
    Press 3 -> Notification Options
    Press 4 -> Disable/Enable Auto Login
    Press 6 -> Edit Distribution Lists
    Press * -> Return to the Main Menu

Calling Features

Calling Feature Instructions

Call Waiting

You will know when another caller is trying to reach you.

How It Works

You can use your telephone without missing other calls. A special tone alerts you to a waiting call; the person calling you hears normal ringing.

To answer a waiting call

When you are on the phone, a special tone tells you a second call is waiting.

Simply press and quickly release the "switchhook" on your telephone. Your first caller is automatically placed on hold, while you are connected with the second caller.

If you choose not to answer the incoming call

You will hear a special tone to remind you of the waiting call.

To alternate between callers

Simply press and quickly release the "switchhook". While you talk with one caller, the other will automatically be placed on hold. Each conversation remains private.

To end either call

Hang up.

Your phone will ring.

When you answer, you will be connected with the remaining caller.

To "turn off" Call Waiting BEFORE making a call

Lift the handset and listen for the dial tone.

Press *70

Listen for the confirmation tone.

Dial the telephone number you wish to call. Now, your call will not be interrupted by the Call Waiting tone. Other callers will hear a busy signal.

After you hang up, Call Waiting automatically "turns on" again.

To "turn off" Call Waiting DURING a call

Press and release the "switchhook".

Press *70

Listen for the confirmation tone. You will automatically be reconnected with your call.

After you hang up, Call Waiting automatically "turns on" again.

Notes:

You must have Three-Way Calling to "turn off" Call Waiting during a call.
The "switchhook" is the button the handset pushed down when you hang up the phone. Some telephones have a Link or Flash key you can press instead.

Call Forwarding

Three-Way Calling

Speed Calling 8-Code

Teen Service

Call Display (name & number)

Call Display-Number

Selective Call Acceptance

Selective Call Rejection

Selective Call Forwarding

Decide which callers should follow you to another number.

How It Works

You can program your phone to forward only those calls from a special list of numbers to another number - such as your car phone. When your service is turned "on", calls from numbers in your forward list will be re-routed to your "forward to" number. All others will ring at your phone as usual.

How To Use

Lift the handset and wait for the dial tone.

Press *63

Listen for an announcement telling you whether the feature is currently stored in your forward list.

Follow the voice instructions and dial 3 to turn the feature ON (if it is currently off), or turn the feature OFF (if is currently on).

To add the last caller to your forward list

Press #01#

To enter your "forward to" number

The first time you turn on the service, you will be asked to enter the number you would like your special calls forwarded to. From then on, the system will simply remind you of the current "forward to" number.

If the current number is correct, dial 1.

If you wish to change the current "forward to" number, dial 0 and then follow the voice instructions.

To hear the phone numbers on your list

Dial 1.

After the list is read, voice instructions will follow.

To add a number to your list

Press #.

Follow the voice instructions. You can store up to 31 phone numbers on your forward list.

To remove a number from your list

Press *.

Follow the instructions to remove any or all of those numbers from your forward list.

To hear instructions again

Dial 0.

Notes:

You may press 1, 0, #, or * at any time rather than waiting for the voice instructions.
The list you create here is separate from any other lists you may be using for Distinctive Ringing/Call Waiting, Selective Call Acceptance, Selective Call Rejection, and similar services.
This service can work with Call Forward, (all calls). Numbers in your preferred list will follow you to your Selective Call Forward number. All other calls will be routed to your regular Call Forward number

Selective Distinctive Ringing / Call Waiting

Know who the call is for - as soon as it rings!

How It Works

Designate important callers with a distinctive ring. You define the list of numbers getting special treatment with their own ring. Designate up to 32 numbers

How To Use

When someone dials your main telephone number, you will hear normal ringing (one long ring)..

When someone dials any of the other telephone numbers, you will hear a special ring that identifies that number (such as two short rings).

Wait until the full ring pattern is complete before answering. You will know whether the call is for you - and how you should greet the caller.

If you also have Call Waiting

If someone dials your main number while you are on the phone, you will hear a normal Call Waiting tone.

If someone dials one of the other numbers, you will hear a special Call Waiting tone that identifies that particular number (such as two short tones).

Note: Only one conversation can be held at a time. Although you have more than one telephone number, you still have just one line.

How to set up

Lift the handset and listen for the dial tone.

Press *61

Listen for an announcement telling you whether the feature is currently on or off. The recorded voice will then tell you how many (if any) numbers are currently stored in your list.

Follow the voice instructions and dial 3 to turn the feature ON (if it is currently off), or turn the feature OFF (if it is currently on).

To add the last caller to your list

Press #01#

To hear the phone numbers on your list

Dial 1

After the list is read, voice instructions will follow.

To add a number to your list

Press #

Follow the voice instructions you will hear. You can store up to 31 phone numbers on your VIP list.

To remove a number from your list

Press *

Follow the voice instructions to remove any or all those numbers.

To hear instructions again

Dial 0

Notes:

You may press 1, 0, #, or * at any time rather than waiting for the voice instructions.
The list you create here is separate from any other lists you may be using for Selective Call Acceptance, Selective Call Forwarding, and similar services.

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