Phone Support

First of all, please check if the issue is present on all the phones or just one phone. If the issue is present on all phones, follow the steps below:  

1. Check our Outage Page. If your area is not included in the Outages sections, continue the steps below. 
2. Locate your Phone modem. 

   • (Makes/models: Motorola SBV5220 and Arris TM602G) 

   • Please note: If you have a Motorola SBV5220, it is recommended for you to call in to have this Phone Modem replaced with a newer model to prevent future issues from arising. 

3. Unplug the Phone Modem from its power source, remove the battery (located in the bottom of the Phone modem). 
4. Wait 20 seconds 
5. Place the battery back into the Phone Modem and plug the Phone Modem back into its power source. 
6. If the service does not restore in 5-15 minutes, please call our 24/7 technical support helpdesk at 1-866-363-2225 

 If only one phone is not working properly and the other phones are working fine, follow the steps below.  

1. Ensure the phone itself has power. 
2. Unplug the phone from its power source, wait 20 seconds, and plug it back in. 
3. If this does not work, try reseating (unplug, wait 10 seconds, then plug it back in) the phone cable connected to the phone and/or the connection to the phone jack wall outlet and/or connection to the phone modem. 
4. If the phone is still not working, please call our 24/7 technical support helpdesk at 1-866-363-2225. 

If you are subscribed to the Enhanced Voicemail feature, you can access your voicemail by dialing *98. When prompted, enter your security code, and you should be able to access your voicemail options. 

If you are setting up voicemail messaging for the first time, please follow these steps: 

1. Dial *98 from a home phone connected to an eMTA or Gateway. 
2. When prompted, press #. 
3. Enter the temporary security code. (Default: The first 7 digits of your account number. Note: If your account number is less than 7 digits, please add leading 0's as placeholders. For example, if your account number is 999999, enter 0999999). 
4. Follow the system prompts to record your name and personal greeting. 
5. Listen to a pre-recorded tutorial on how to use the voicemail features. 

With the Phone Portal, you can access your voicemail, change settings, send your messages to email, and more — all online, wherever you are. 

To access the Phone Portal, visit phone.myaccess.ca, and enter your credentials (phone number and password) to log into the portal. If you do not remember your password, please call our 24/7 technical support helpdesk at 1-866-363-2225 for further assistance. 

If you are initializing the web portal for the first time, follow these steps: 

1. Sign into the Access Account Online at https://account.myaccess.ca/
   •  (If you are new to My Account Online, you will need your Access Account Number for registration). 
2. Click on the "AccessPhone" section. 
3. Your username is your 10-digit phone number. 
4. Set up your password for the AccessPhone Web Portal. 
   • Note: For added security, the password must be different from your voicemail password. The password must include a letter, a number, a special character and be a minimum of 8 characters with a maximum of 20 characters. There cannot be more than 3 consecutive repeating characters. Groupings of numbers from your phone number cannot appear in the password (specifically the area code, the first 3 digits and the last 4 digits as sequenced in your phone number).

Why would I access my phone portal? 

With the Phone Portal, you can access your voicemail, change settings, send your messages to email, and more — all online, wherever you are.