• Make sure the cords are securely connected to the telephone and the telephone jacks.
• If you live in a bungalow, plug your phone in the Maskatel (D-Mark) jack situated where the cable enters the house. Do you have a tone? If yes, the problem comes from inside the house. Check your telephone equipment.
• Have you tried calling from another phone?
• If you're using a cordless phone, replace or charge the battery. Make sure the base is connected securely in the wall jack.
• Try your phone in another jack in your home.
• Make sure there are no phones off the hook.
• Unplug every phone. Then plug one phone back and try to place a call.

If you still have no dial tone, don't hesitate to call us.

This can happen when you have the 3-Way calling option on your line. This option is free of charge to all our customers. Sometimes when you immediately make a new call, the first call hasn't disconnected completely and is still connected with 3-Way calling mode with the new call.  When you hang up, the phone rings again to tell you that you are still connected to the first call. Just lift the receiver and hang up once again to terminate all calls.

To avoid this problem, wait at least 5 seconds before making a new call after you hang up the phone.

A temporary password is given to you, consisting of the 4 last digits of your phone number followed by the #.  For you safety, we suggest you change this temporary password.

Change your password

To change your temporary password, follow the instructions in this sequence:

• Dial *98 followed by the temporary password
• Press 8
• Press 4
• Enter your new password (it can be 4 to 15 digits long, but cannot start with 0) followed by #.

Why does the line suddenly disconnect when we are talking on the phone?

Have you tried to duplicate this problem on all you phones to see if the problem is only on this one phone? If the problem is only on this phone, it may be defective.

If you have a Caller ID that is not built-in the phone (is separate from the phone), check your phone again after removing Caller ID. These Callers ID IDs frequently become defective and disconnect calls at random.

What should I do if a person cannot reach me?

Often, when you can't reach a person because of a telephone technical problem, 90% of the time, the problem comes from the network, the telephone system or the caller's phone. Note the telephone number of the person who's trying to reach you and. if possible, ask the person to contact his/her telephone company, even if that company is us (Maskatel). However, don't hesitate to call us about this problem even if you are the one receiving the call.

Either your line hasn't been correctly activated since the last tenant live in your apartment or may be suspended because of non-payment. Call Customer service to find out what the problem is.

Why can't I reach certain phone numbers?

If it is a local call, have you dialed the area code before the 7 digits? We are now obligate to dial 10 digits for all local phone numbers.

If it is a long distance call, have you dialed 1, the area code and the phone number?

Have you verified if the keys of your phone are not defective or remained down after your last call?

Have you tried calling from your home using another phone?

What do I do after receiving threatening calls or nuisance calls using my confidential number? How can I find where the calls are coming from?

Hang up after receiving a threatening or nuisance call and dial immediately  *57 so a trace can be recorded from our central system. Take note of the time and date this threatening or nuisance call was received.

For security reasons, no information on the caller is released to you directly but, you can file a complaint with the police who will get the information with a warrant from the court.

Why doesn't Caller ID work with an overseas number, even if that person doesn't block his number?

Caller ID works only with certain countries like France because certain countries overseas don't have the technology to convert Caller ID to North American standards.

My Caller-ID doesn't work correctly, why?

It may be defective.

There may be a problem causing interference with Caller ID on the phone line in the house. Check to see if you haven't a defective Internet DSL filter by removing it. Then try to receive a call. When an Internet filter is defective, it can filter too much and block Caller ID.

If it's a cordless phone, on certain models you may have to wait two ring tones before Caller ID picks up the call. Often, this manufacturing defect can't be fixed unless you change models.

Why doesn't the option *66 (Busy number redial) work certain times with customers from another telephone company?

Some telephone companies block our access to this option that lets us survey the telephone line in their central.

Why is there background noise on my telephone line?

If you have high-speed Internet (DSL), verify if the filter is correctly installed into the phone jack before connecting the phone line. The filter blocks hearing Internet interferences. Has Maskatel may have installed a filter where the telephone line comes into your building? Disconnect all the other telephones in the house, including the fax machine, Caller ID and modems. Once all this equipment is disconnected, try using another telephone in the house to verify if there isn't a problem with one of your phones or other equipment.