Phone Service Upgrade FAQs

Summary

This article contains FAQs about BendBroadband Phone Service Upgrade.

Background

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

Is there a change in how I dial long distance or toll-fee numbers?

You must dial 1 before the area code and phone number when making long distance or toll-free calls. Example: 1-555-111-2222

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:
Anywhere Alternate Numbers
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
  N-Way Call
  Outlook Integration
  Privacy
  Priority Alert
  Push-to-Talk
  Remote Office
  Sequential Ring
  Shared Call Appearance
  Simultaneous Ring Personal
  Speed Dial 100
  Two-Stage Dialing
  Voice-to-Email

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.

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