Phone Service Upgrade FAQs
This article contains FAQs about BendBroadband Phone Service Upgrade.
BendBroadband currently has consumer and commercial standard analog phone customers which is provided on the BroadSoft (APP105) platform. The products and services provisioned on this platform must be updated to provide customers with better customer service and support.
The update is scheduled during the maintenance window one night between Tuesday, February 19, into Thursday, March 7, 2019, midnight to 6:00 AM PST.
Service will be interrupted for approximately 60 minutes during the update and will resume automatically.
Why is this update happening?
Changes to your phones services are being made in an effort to provide simplified services as well as a better customer service and support experience.
How will this update benefit me?
The changes provide a simplified user-experience that is easier to support. This means reduced customer service response times for items such as trouble resolution or making changes to your phone services.
Will the rate I pay change?
You will continue to pay the same rates after this change.
Will my phone service be interrupted?
Yes, during the maintenance window, phone services are expected to be unavailable for approximately 60 minutes. Consider having a cell phone nearby for emergencies during this time.
What do I have to do to restore my phone service?
Phone service will resume automatically once the update is complete.
What if my phone service doesn’t restore automatically?
Try power cycling (turning off and then back on) the broadband modem. Once the modem is back online you can verify if your phone service has dial-tone. You can also test by placing an inbound and outbound call by using a cell phone.
Who should I call if my phone service is not working after the maintenance window?
If services are not working:
Residential customers call: 541-382-5551
Business customers call: 541-312-6600
Do I have to change my voicemail greeting or PIN?
Your voicemail greeting and PIN will transfer during the update.
What about saved existing voicemail messages? Will they continue to be saved?
Yes, your saved voicemail messages will transfer during the update.
Will I use a different code to access my voicemail messages?
Yes, the code to access your voice mail messages is changing. Currently you use *62 to access voicemail messages, the new code is *95.
How do I access my voicemail messages remotely?
For remote access to voicemail, dial the BendBroadband Access number for your community. Use 541.526.1511 in Bend, Black Butte, La Pine, Madras, Prineville, Redmond, Culver, and Sisters.
When prompted, you’ll enter your 10-digit mailbox phone number. Press * to interrupt the greeting and enter your BendBroadband provided PIN code when prompted.
For instructions on how to use your calling features once your phone services is updated, visit https://bendbroadband.com/support/phone.html
Will my existing calling features continue to work?
Some features will no longer be available including My Phone Manager. These features are:
|Residential Customers:||Business Customers:|
|Basic Call Logs||Anywhere|
|Busy Lamp Field||Automatic Hold/Retrieve|
|Call Notify||Barge-in Exempt|
|CommPilot Call Manager||Basic Call Logs|
|CommPilot Express||Busy Lamp Field|
|Directed Call Pickup with Barge-in||Call Forwarding Not Reachable|
|Do Not Disturb||Calling Party Category|
|Multiple Call Arrangement||Call Notify|
|My Phone Manager||CommPilot Call Manager|
|N-Way Call||CommPilot Express|
|Outlook Integration||Directed Call Pickup with Barge-In|
|Priority Alert||Do Not Disturb|
|Hoteling Guest/Hoteling Host|
|In-Call Service Activation|
|Multiple Call Arrangement|
|Music on Hold User|
|My Phone Manager|
|Shared Call Appearance|
|Simultaneous Ring Personal|
|Speed Dial 100|
Why is My Phone Manager going away? I use this to set-up my calling features.
With the update, you’ll be able to set up and modify your calling features and voicemail settings using the touchpad on your phone, you'll no longer need computer access to make updates. Business PRI customers will be able to access My Phone Manager by going to: www.tdsmanagedip.com.
Since My Phone Manager is going away, how will I get call detail records?
Customers can request call detail records by contacting Billing Support as the records will no longer be available in the My Phone Manager web portal.