Author Archive

Universal Network-Level Call Blocking

ONTERA continues to work to keep up with our customers’ ever-changing communications needs in order to provide the best experience possible. In an effort to do this, Bell is implementing Universal Network-Level Call Blocking (UNCB).

UNCB will help to protect Canadians against certain types of unsolicited calls by blocking calls when Call Display information is blatantly inaccurate.

What calls are blocked?

  • Calls with unassigned North American area codes (e.g., 005-143-4561, 000-000-0000, 111-111-1111 or 123-456-7890).
  • North American calls that contain less than 10 digits (e.g., 0000, 3256 or 45753).
    • This does not include 310-XXXX calls.
  • North American calls that have more than 10 digits (e.g., 905-243-4561-1234).
    • This does not include long distance calls that begin with the number 1 (e.g., 1 800 223-1234 or 1 613 245-1234 are considered 10-digit numbers and will not be blocked).
  • Calls originating internationally with more than 15 digits (e.g., 33-131-234-234-456-234, 44-131-234-234-456-234).

These telephone numbers often encompass various types of unwanted, unsolicited, spoofed, or spam phone calls, such as illegitimate marketing (e.g., free cruise offers), and typically originate from telemarketers not registered with the National Do Not Call List (NDNCL).

A “spoofed” number can appear as a string of digits, such as 000-000-0000, a random number, or the number of a company, person or government entity. Telemarketers making sales calls to customers in Canada have an obligation to accurately identify themselves. Callers who use technology to spoof their Call Display with inaccurate, false or misleading information violate this requirement.

UNCB should help reduce the number of unsolicited calls received by Canadians, although it will not block all unsolicited calls.

When will UNCB be implemented?

ONTERA will begin to implement UNCB starting November 6, 2019 for both wireless and wireline services.

To see how this will affect your business, please visit: ontera.ca/callblockingforbusiness

The CRTC Wireless Code

The CRTC Wirless Code comes into effect on December 2, 2013.  The Wireless Code establishes a common set of rights for all wireless consumers.

The CRTC has developed a checklist to help you understand the most important things that the Code does for you. Visit the CRTC’s website at crtc.gc.ca/wirelesscode to find a copy of the Wireless Code and for an explanation of your rights as a wireless consumer.

Wholesale Licence Renewal

The Board has now issued its Notice of Application and Written Hearing relating to our electricity wholesaler licence application. The Board has posted the Notices


Canadian Anti-Fraud Centre

Industry Canada

Share A Concern

How to share a concern with us?

We strive to provide outstanding customer service each and every day but we realize that there’s always room for improvement. That’s why we’re making it easy for you to share your concerns with us.

  1. Contact Customer Services and a customer service representative will be able to access your file and help you. If you are not satisfied, your information will be forwarded to the team lead in charge, who will contact you within five business days.
  2. If you are still not satisfied, ask for the Senior Manager Customer Services. If you fail to reach an agreement, you may contact the Director – Customer Services.
  3. If you are not satisfied after having dealt with the company’s representatives, you can take the matter up with one of the two following organizations:

For regulated services:

Write to the Canadian Radio-television and Telecommunications Commission (CRTC) at this address:

c/o Secretary General
Ottawa, Ontario
K1A 0N2

You can also take the matter up with the CRTC to the toll free number 1-877-249-2782.

The Canadian Radio-television and Telecommunications Commission is an independent agency of the Government of Canada and is responsible for regulating the activities of telecommunications companies.

The company requests that you send a copy of your letter to the company’s Senior Specialist – Regulatory Matters, by fax (613) 560-0472 or e-mail reglementa@telebec.com.

For non-regulated services:

Take the matter up with the Commission for Complaints for Telecom-television Services (CCTS)
Commission for Complaints for Telecom-television Services (CCTS) CCTS is an independent agency whose mandate is to resolve complaints of consumers about their telecom and TV services, and complaints of small business customers about their telecom services, free of charge. If you have a complaint about your telephone, wireless, internet or TV service, you must first try to resolve it directly with your service provider. If you have done so and have been unable to reach a satisfactory resolution, CCTS may be able to help you. To learn more about CCTS, you may visit its website at http://www.ccts-cprst.ca or call toll-free at 1-888-221-1687.

Canadian Radio-Television and Telecommunications Commission

National Do-Not-Call List Information

High Speed Seasonal Suspension

Statement of Consumer Rights