Frequently Asked Questions

DSL Internet FAQ

What is Uniserve DSL?

DSL is a digital subscriber line. It uses a technology to transmit data over your local telephone network on copper pair of wires rather than coaxial cable.

What is ADSL2+?

ADSL is Asymmetric digital subscriber line.

What is VDSL?

VDSL is very-high-bit-rate digital subscriber line.

Where can I get Uniserve DSL service?

Uniserve provides internet service within Alberta and British Columbia.

How fast is my Uniserve Internet?

The maximum data transfer rates depend on your physical distance from the Central Office (CO). We have 4 residential internet speeds; 6Mbps, 15Mbps, 25Mbps and 50Mbps. For business we provide 6Mbps, 15Mbps, and 25Mbps. Contact us to see what’s available in your area.

How many @home.uniserve.com email addresses can I have at no extra charge?

Your internet account includes up to 10 email addresses.

How much does it cost for extra @home.uniserve.com email addresses?

$3.95 per month.

What is DHCP?

It is a dynamic ip address with uses a mac address to authenticate the device on Uniserve’s network. This IP address is dynamic, where it can change without notice.

What is a static IP?

An IP address which is assigned to your DSL service, which does not change.

How can I get a static IP?

Please call Uniserve and we will assist you in obtaining a static IP for your service. Additional charges may apply.

What is PPPoE?

Point-to-point Protocol over Ethernet. Unlike DHCP where a mac address is used to authenticate, PPPoE uses a username and password specific to your account.

What is a modem?

This is the device with changes the dsl copper service to an Ethernet (RJ-45) capable device.

Can I buy my own ADSL/VDSL modem?

No. Only the modems supplied by Uniserve will be compatible on the network.

How does DSL compare to cable?

DSL is a dedicate service circuit loop. Where cable is split and shared within the each service area.

What operating systems does Uniserve support?

We support Windows Vista Service Pack 2, Windows 7 Service Pack 1 and Windows 8 and up. We also support Mac OS X 10.7 (Lion), OS X 10.8 (Mountain Lion) and OS X 10.9 (Mavericks) If your operating system is not mentioned, we will do our best in assisting you. Support will be limited for legacy systems.

Email FAQ

What is POP3 email?

POP email service allows the user to download the message to their computer.

What are the POP settings for my Uniserve email address?

Incoming Server POP3 pop.uniserve.com port 110 ssl off username: full email address password: current password Outgoing SMTP mail.uniserve.com port 465 ssl on auth on username: full email address password: current password

What is IMAP?

IMAP synchronizes your email to the device it is configured with. Storage is also limited to the amount of space available on the server. Basically it is a mirrored image of the emails on the server. Keep in mind with IMAP email, if you delete a message from the server, it auto deletes the message from any other device and vice versa.

What are the IMAP settings for my email address?

Incoming Server IMAP imap.uniserve.com port 143 ssl off username: full email address password: current password Outgoing SMTP mail.uniserve.com port 465 ssl on auth on username: full email address password: current password

What does it mean when my email is “overquota”?

Your mail on the server has exceeded its capacity. You must delete and purge your emails to make room for new ones. To purge and delete log in to https://webmail.uniserve.com Username: Full email address Password: Current password Once logged in, select the emails you wish to delete from the server, click “delete”. After deleting you must “Purge Delete”, which is located to the far right of the delete button. Once deleted it takes 15-20 minutes for the servers to recognize and update, then you will receive new emails.

Is there a back log of emails?

No, if messages are not delivered the sender will receive a mailer delivery failed message. Any messages that have not been received will have to be re-sent.

What is the storage limit on the server?

The total space is 48 MB. To increase the space it costs $1.00 per 20 MB increase.

Digital Phone Service FAQ

What is digital phone?

Digital phone is similar to voice over IP (VoIP) or Internet phone, and involves making and receiving phone calls through a high speed Internet connection from any touch-tone phone.

How is the voice clarity with digital phone service?

Thanks to Uniserve’s private voice network and carrier-grade soft switches, we are able to deliver the same sound quality traditional telecom companies provide.

Do I need to keep my traditional home phone land line service to use Uniserve’s digital phone service?

It’s up to you. You don’t need to keep paying for a traditional home phone line in order to use our digital phone service. All you need is an Internet connection, the digital phone adapter and any standard touch-tone phone. However, you may want to have a back-up phone plan in place for 911 calls, primarily during a power outage. Many people have a mobile phone or a second line to support a busy home and as a back-up during power outages. Please note: Customers living in Qconnect buildings using Uniserve’s Digital Phone will have a 4 hour battery back up on their digital phone service.

Will the digital phone service work in the event of a power outage?

If there is no source of electricity, the service will not work. To maintain power in the event of a power outage to your house, you can get an uninterruptible power supply (UPS), which can be connected to your digital phone equipment. Please note: Customers living in Qconnect buildings using Uniserve’s Digital Phone will have a 4 hour battery back up on their digital phone service.

When can I cancel my traditional home phone service?

Once your digital phone service is up and running, and your number has been set up or ported over, you may cancel your traditional home phone service if you wish. Please note: If you are using Uniserve high speed Internet service, please contact one of our representatives before canceling your phone line – some conditions may apply.

Can I keep my current phone number with this service?

Yes, provided you live within our network coverage area. Depending on your current provider you may need to fill out a Local Number Portability Form and provide us with a phone bill that has your name, phone number, and address on it. Completing an LNP form is not always necessary and one of our customer service representatives can inform you if this will be required or not. Please do not cancel your phone service with your current carrier; we will notify them that you are porting your number. Number porting typically takes between 7 to 15 business days.

How long does it take to transfer my phone number?

The length of time it takes to port (transfer) your old number is dependent on your current provider. In most cases, it can take between 7 to 15 business days from the time we receive the required information from you.

How quickly will I be able to start using the service?

You will be able to use the service as soon as you are in possession of the equipment and your service has been provisioned. If you ask for the equipment to be sent to you by mail, it may take three to four business days. If you’ve requested to keep your existing phone number, the transition period will vary depending on your telecom provider.

Does the 911 service work with Uniserve’s digital phone service?

Yes. However, there are important differences between digital phone 911 service and traditional 911 service. Please see 911 Information for details.

Does Uniserve digital phone service work with my cable or satellite Internet connection?

Yes. Our digital phone service works with any type of high speed Internet connection as long as your Internet package provides you with enough bandwidth. We suggest you verify that digital phone service access is not blocked by your high speed Internet service provider.

What is the minimum bandwidth required to use Uniserve’s digital phone service?

Uniserve’s digital phone service used with the digital phone adapter requires a minimum upstream and downstream capacity of 90kbps.

Will a Uniserve technician need to visit my home to install the service?

No. You won’t need to take a day off work to wait for a technician. With our digital phone service there is no need. You will receive the phone adapter by mail. Then, simply follow the User Guide installation instructions provided with the device and we’ll take care of the rest from our office. Our support staff is available 24/7 should you need assistance.

Will the digital phone service work when my computer is turned off?

Yes. As long as your high speed Internet modem is turned on and connected to the Internet, you’ll be able to place and receive calls with your digital phone.

What can I do if my phone line is not working?

Most phone issues are due to Internet issues. First, you can try ‘power cycling’ your modem and your telephone adapter by turning them off, waiting for 30 seconds, and then turning them back on. If this does not resolve the problem, call our friendly technical support agents 24/7 at 1.877.864.7378.

Do I have to buy any hardware to use Uniserve’s digital phone service?

In order to connect your home phone to our digital phone network, you will need to purchase or rent the Digital Phone Adapter from Uniserve. Rental is free with your digital phone service. Please note: Customers living in Qconnect buildings who are using Uniserve’s Digital Phone will not need to use in suite hardware. Phones may be plugged in to telephone wall jack.

Can I plug my digital phone adapter into any high speed Internet access?

Yes. However, the quality of service depends on the broadband quality.

Is it possible to use Uniserve’s digital phone service while traveling?

Yes, as long as you have access to a high speed Internet connection. Your home phone number travels with you, thus eliminating long distance charges for you and those who call you from your home area. However, we do not sell our service internationally, nor do we ship our equipment outside Canada. We advise you to check the local digital phone (VoIP) laws of the country in which you plan to use it because some countries regulate the use of such services. Please note: Your 911 address will be your home address unless you update it in My Account.

How is the duration of a call calculated?

For international, Canadian territories and non-continental U.S. calls, the minimum duration for a call to be valid (chargeable) is one second. Calls are billed in 60 second increments. This means:

  • A call lasting between one second and 6 seconds = 6 seconds
  • A call lasting 6 seconds to 12 seconds = 12 seconds, and so on.
  • Fractional charges are rounded up to the next cent.

My invoice only shows total usage. Where can I see my usage and call details?

You can view your usage details on this website by logging into My Account.

Is digital phone subject to provincial and federal taxes?

Yes. Provincial and federal taxes apply to digital phone service.

Will I be charged extra for dialing U.S. numbers?

Depending on your plan and where you call, you may be charged. Our Digital Phone Unlimited plan includes unlimited calls within Canada and the continental U.S. However, please note that Canada and U.S. calling does not include the following areas: Northwest Territories, Nunavut, Yukon, Hawaii, Alaska and specific regions within Canada and the U.S. Calls placed to these areas will be charged at our low long distance rates.

Does the service include voicemail usage?

Basic Voicemail is included with both residential digital phone plans. You may upgrade to Enhanced Voicemail for $3 per month.

How do I set my voicemail?

Simply dial *40 on your phone to access your voicemail functions. A customer service agent will give you your initial password. After that, you can use the menu to change your password and record your greeting.

How much does Call Forwarding cost?

Call forwarding is included at no extra charge and forwarded calls are treated and billed like regular outgoing calls.

Can I access Directory Assistance with my digital phone?

Yes, you can access Directory Assistance the same way you would on a traditional phone. Simply dial 4-1-1 and a nominal charge of 75¢ per call will be applied to your account (similar to other telecom providers).