Under the Canadian Village Unlimited, the Canadian Village Unlimited Plus and the Canadian Village Unlimited Small Business plans, all calls made within the Canadian Village are considered local calls, thus eliminating long-distance charges.

Cities currently included in the Canadian Village:

Your call log will always reflect times the Eastern Standard Time equivalent of the time zone from which you are making the call. For example, if you place a call from your VoIP Gateway telephone at 7:00 pm in Calgary, the call log will show 9:00 pm EST.

The minimum duration for a call to be valid (chargeable) is 6 seconds. When a call is valid, it has a minimum charge of 30 seconds. If a call exceeds 30 seconds, its duration is calculated in 6-second increments.

This means:

• A call lasting 5 seconds or less = 0 seconds.
• A call lasting 6 to 30 seconds = 30 seconds.
• A call lasting 31 seconds = 36 seconds.
• A call lasting 37 seconds = 42 seconds, and so on.
• Calls that are chargeable are rounded up to the next cent.

Sorry, this option is not available at the moment, but we are working on it.

Nucleus babyTEL service will work with your existing analog telephones.

Yes, as long as they are equipped with an RJ-11 jack (typical North American phone jack) or an RJ-11 adaptor.

Yes, as long as you can connect into high-speed Internet.

Yes. Your Nucleus babyTEL number follows you everywhere you go in the world.

Only if you are using your softphone. Your computer does NOT have to be online to receive a call on any telephone connected to a babyBOX.

Yes, you can transfer your existing telephone number, in most cases. Please contact our sales department to find out more.

PLEASE NOTE: Nucleus DSL customers must retain their active phone line in order for their high speed internet service to work. If you currently have DSL, you cannot port that number over to VoIP or your DSL will stop working.

Yes, by referring a friend you will receive a credit on your account. Referrals must remain a customer for 3 months before you qualify for the credit (this offer does not apply to Pay as you Go plans). Please contact our sales department to find out more.

Unfortunately BabyTEL is now being charged these long distance fees to all calls to these areas and as such they have to pass along these charges to their end users.

How does Nucleus babyTEL e911 service differ from conventional 911 service?

Your safety is paramount

babyTEL's 911 Service provides you a reliable means of reaching help in times of emergency. It is important that you understand how it works, how it differs from traditional phone service and what you must do to ensure that it works smoothly - when you need it.

Differences:

What you must do:

1. Activate 911 Service: You must activate the 911 Service. This requires you to fill in your address, acknowledge that you understand the limitations of the technology and give your consent. This form is offered to you when you subscribe to the babyTEL service.
2. Update your address: If you have changed your location, login to your account and update your address.
3. In an emergency: Call 911 and state the emergency in a clear, calm and discernible voice. The emergency dispatcher will ask you to confirm your current location. When confirming your address, mention any distinguishing landmarks that may help the emergency services personnel locate you quickly.

In order to enable emergency services personnel to call you back if you have been cut off or needed to hang up to attend to the emergency:

1. Ensure that Call Forwarding and Do-not-disturb are deactivated.
2. Ensure that your telephone ringer is NOT set to OFF.

How it works:

Determining your location

Due to the portability of VoIP service, babyTEL cannot know your current location unless you keep us advised of changes at all times. babyTEL relies on the address you provide at the time you subscribed or updated subsequently by logging in to your account. This is important to bear in mind. Wrong or outdated information may mean a delay in response time.

Dispatching help

When you dial 911 using the babyTEL Service, we use your address on record to select the PSAP (Public Safety Answering Point) nearest to you and send your call to that center. The operator responding to your call will ask you to confirm your current location. After verifying your address and noting the particulars of your emergency, the operator will contact the appropriate emergency services (police, fire department, paramedics, etc.) and help will be dispatched to your location.

Should I test the 911 Service?

No. You do not need to do this. When you activate the service or subsequently update your address particulars, you will receive a confirmation email from babyTEL informing you that your 911 Service is active and functioning.

Note that dialing 911 when there is no emergency may be a punishable offence in some provinces and states. If you have dialed 911 by mistake, immediately inform the operator that there is NO emergency.

Reliability and good practice

babyTEL has made every effort to make the 911 Service as reliable as possible through adherence to the highest standards. Unfortunately, like all other emergency services, there exists a small likelihood of failure due to network congestion or equipment malfunction. This is particularly true during a natural (or man-made) disaster when networks, switches and lines are jammed or busy due to abnormal traffic. As 911 is not the only way to reach emergency personnel, it is advisable to keep at hand, direct numbers for the police, fire department, paramedics, etc. FOR THESE REASONS, BABYTEL STRONGLY RECOMMENDS THAT YOU HAVE AN ALTERNATIVE MEANS OF ACCESSING TRADITIONAL 911 SERVICES DURING POWER OUTAGES OR INTERNET FAILURE. THIS COULD BE A TRADITIONAL LANDLINE OR A CELL PHONE.