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My service is not working

LIMITED WARRANTY – BATTERY FOR BELL FIBRE EQUIPMENT

Limited Warranty. Bell Canada (including Bell Aliant, a division of Bell Canada) (“Bell”) warrants to you as the original purchaser (“Purchaser” or “you”) the battery purchased for the Fibre Equipment (“Original Battery”) for a period of 12 months from the date of purchase of the Original Battery from Bell (“Warranty Period”) when used in the Fibre Equipment (“Warranty”). “Fibre Equipment” means the Home Hub 3000 modem or UPS (uninterruptible power supply), as applicable, provided by Bell in connection with certain of your Bell services. If the Original Battery fails due to a defect during the Warranty Period, Bell will replace the Original Battery with a new or refurbished battery (“Replacement Battery”). Any warranty coverage that remains during the Warranty Period on the Original Battery (when replaced with a Replacement Battery under this Warranty) will apply to the Replacement Battery. No Replacement Battery has any new or separate warranty coverage. Bell reserves the right to limit the number of Replacement Batteries provided to Purchaser during the Warranty Period.

My Battery Isn’t Working. What Should I Do? Ontario and Québec residents please call Bell at 1 866 310 BELL (2355) and residents of the Atlantic provinces please call 1 866 342-7367, so that Bell can confirm that the Original Battery is within the Warranty Period and attempt to diagnose and correct the malfunction over the telephone. Be sure to keep your proof of purchase to establish the date of purchase of the Original Battery; otherwise Bell may have to estimate the date of purchase.

Limited Warranty Exclusions. This Warranty does not cover any Original Battery or Replacement Battery (each, a Battery) that is:

  • damaged due to: abuse, neglect, misuse, accident, theft, vandalism, force majeure events (e.g. fire, flooding, infestation, freezing, power-surge), overcharging or alteration; improper or unauthorized repair, maintenance, installation, set-up or storage; or accessories, wiring or cabling;
  • merely discharged and can be recharged and returned to service;
  • in Fibre Equipment at a location other than a Bell service address or in a modem or device other than the Fibre Equipment; or
  • not owned by the Purchaser.

Exclusive Warranty. To the extent permitted by applicable law (which may vary province to province) and except where prohibited for Québec residents, this Warranty is exclusive and is in lieu of all other warranties, representations, guarantees, terms and conditions, express and/or implied, including merchantability and fitness for a particular purpose. In addition to the rights described in this Warranty, Purchaser may also have other legal rights (which may vary province to province).

Limitation of Liability. To the extent permitted by applicable law and except where prohibited for Quebec residents, Bell's total cumulative maximum liability for negligence, breach of contract, tort or any other claims or causes of action, including fundamental breach, in connection with any Battery or this Warranty is limited to payment, upon request, for actual and direct damages up to a maximum amount equal to the purchase price of the Original Battery, and all other damages, including without limitation indirect, special, consequential, incidental, economic, exemplary or punitive damages, are excluded. You may also be subject to other limitations and exclusions of liability, and obligations, as set out in any Bell terms of service that apply to you. These terms survive the expiry of the Warranty.

Severability; Assignment; Effective Date; Agreement. If any provision of this Warranty is unenforceable, all remaining provisions of this Warranty remain in full force and effect. This Warranty is not assignable by Purchaser. Original Warranty applies only to batteries purchased on or after April 23, 2017 until amended or superceded by Bell. You accept the terms of this Warranty on the earlier of the date you receive a copy or use the Original Battery. If you do not agree with the terms of this Warranty, you have 30 days from the date of your original purchase to return the Original Battery to Bell, unused, for a refund.

More Information. For more information, Ontario and Québec residents should visit www.bell.ca/battery or call Bell at 1 866 310 BELL (2355). Atlantic residents please visit www.bellaliant.ca/battery or call 1 866 342 7367.

Recycling instructions
Bell supports provincial battery recycling programs by remitting Environmental Handling Fees for designated products. For more information about the designated battery types and recycling depot locations, please visit the Call2recycle web-site http://www.call2recycle.ca/.

April 23, 2017
Corporate Secretary’s Office of Bell Canada, Bell Satellite TV (Bell ExpressVu), Bell Mobility,
Bell Media and Bell Aliant. 1 carrefour Alexander-Graham-Bell, Building A-7, Verdun, Québec, H3E 3B3

Internet
Home phone
TV

Fibe TV

  • Ensure the following:
    • The receiver and TV have power
    • Connections on your modem, receiver, TV and other TV equipment is securely connected
      • The green link LED is on Green_Link_Light
      • Wired – the cable is running from the modem to the receiver
      • Wi-Fi - make sure your receiver is in range by verifying the Wi-Fi signal LED Wireless_Receiver
    • Wireless Receiver Transmitter (VAP) has power and Ethernet cable is connected to modem Vap3400Front_1
    • You haven't recently changed any connections or moved any equipment out of Wi-Fi range
    • Your TV is on the correct input
      • Consult your TV manual on how to change input
      • Commonly used inputs include HDMI, AV and component
  • Disconnect and reconnect the power from your receiver for 10 seconds
  • Check the modem for any messages or lights indicating there is a problem with your Internet connection
    • Consult Internet troubleshooting tips
  • If you’re experiencing video/audio issues:
    • Only on one channel, the problem may be with the source or network
    • On some or all channels, further troubleshooting is required
See more troubleshooting for Fibe TV
  • Fibe TV is frozen or pixelated
  • The sound is missing from all TV channels
  • The sound is missing from some TV channels
  • Error message: “All TV services are in use”
  • Error message: “Pause is not available”
  • Error message: “All HD services are in use”
  • Error message: “TV signal has been lost”

Satellite TV

  • Ensure the following:
    • The receiver and TV have power
    • Connections on your receiver and TV are securely connected
    • The satellite cable is connected to the SAT-IN connection on the back panel of your receiver
    • Your TV is on the correct input
      • Consult your TV manual on how to change input
      • Commonly used inputs include HDMI, AV and component
  • Disconnect and reconnect the power from your receiver for 10 seconds
  • If you’re experiencing video/audio issues:
    • Only on one channel, the problem may be with the source or network
    • On some or all channels, further troubleshooting is required
See more troubleshooting for Satellite TV
  • I can’t access some of the channels that I’ve subscribed to
  • Fixing error codes
  • Weak signal, message 002 or 015
  • “No signal” message, blue or snowy screen

Alt TV

  • Ensure that you are using :
    • The latest supported browser (Chrome, Firefox, Safari) or latest version of the Fibe TV app
    • An Internet connection of at least 15 Mbps
  • Alt TV requires your MyBell username and password to log in if not connected to your Bell home Internet.
  • Web browser:
    • Clear cache
    • Close and relaunch browser
  • Streaming device
    • Exit and relaunch the app
    • Restart the device
    • Uninstall and reinstall the app
  • In the account settings, review the number of connected devices (maximum of 5)
    • Remove a device (if needed)
See more troubleshooting for Alt TV
  • Reboot your modem
  • Troubleshooting the Fibe TV app

Mobility
Internet

Bell Internet

  • Ensure the modem and any applicable equipment have power
  • Depending on your Internet technology, you may have either a phone line or fibre patch cord connected to the back of the modem:
    • The phone line, in some cases there may be two, should be connected to the wall jack and to the DSL or DSL1 port on the modem (phone line port) HHDSL_Port
    • The fibre patch cord should be connected firmly to the fibre port on the modem HHFiber_Port_EN
  • Reboot your modem
  • Remove any third-party Internet-enabled devices
  • Ensure you are connected to your Bell network:
    • Wi-Fi – connect to your in-home Bell Wi-Fi network (see network name on modem)
    • Wired – connect directly to the modem using an Ethernet cable connected to one of the LAN ports on the modem
  • If applicable:
    • Restart your computer and other Internet-connected devices
    • Disconnect and reconnect your Wi-Fi pods if you have them
    • Try using a different browser
    • Try accessing Internet using another device

See more helpful troubleshooting steps for Bell Internet

  • Troubleshoot my Wi-Fi
  • Fix connected but cannot browse issues in Windows 10
  • Get help with Bell Tech Expert

Wireless Home Internet

Wireless Home Internet service from Bell brings Internet connectivity to a select number of rural communities in Ontario, Québec and the Atlantic provinces through our wireless network (cell towers).

  • Ensure the modem and Power over Ethernet (PoE) adapter have power
  • Ensure the PoE is connected to the modem: img_poe_connection_1_EN
  • Remove any third-party Internet enabled devices
  • Ensure you are connected to your Bell network:
    • Wi-Fi – connect to your in-home Bell Wi-Fi network (see network name on modem)
    • Wired – connect directly to the modem using an Ethernet cable connected to one of the LAN ports on the modem
  • Reboot all equipment:
    • Reboot the PoE adapter (disconnect the power cable to the PoE adapter wait 30 seconds then reconnect it back in)
    • Reboot the modem (disconnect the power cable wait 30 seconds then reconnect it back in)
    • It could take up to 5 minutes for your services to reconnect
  • If applicable:
    • Restart your computer and other Internet connected devices
    • Try using a different browser
    • Try accessing Internet using another device

See more troubleshooting steps for Wireless Home Internet

  • Troubleshoot my Wi-Fi
  • Fix connected but cannot browse issues in Windows 10
  • Get help with Bell Tech Expert


Home phone
  • Ensure your ringer is turned on
  • All phones are properly hung up
  • If your phone requires power, ensure that it is connected to a power outlet
  • If using a cordless phone, try changing the channel or frequency (you may need to consult your phone user guide)
  • Disconnect and reconnect phone lines from both the base and the wall jack
  • Connect the phone to a different wall jack (if available)
  • Connect a different phone (if available) to the affected wall jack
  • Ensure that there is no physical damage to your phone lines inside your household
  • If your Bell services are powered by fibre technology, you may have additional troubleshooting steps to follow:
    • Ensure the Internet modem has power
    • Check the modem for any messages or lights indicating there is a problem with your Internet connection
    • See more troubleshooting steps for Internet
See more troubleshooting steps for Home phone
  • No dial tone
  • Noise on the line
  • Phone doesn’t ring


TV

Fibe TV

  • Ensure the following:
    • The receiver and TV have power
    • Connections on your modem, receiver, TV and other TV equipment is securely connected
      • The green link LED is on Green_Link_Light
      • Wired – the cable is running from the modem to the receiver
      • Wi-Fi - make sure your receiver is in range by verifying the Wi-Fi signal LED Wireless_Receiver
    • Wireless Receiver Transmitter (VAP) has power and Ethernet cable is connected to modem Vap3400Front_1
    • You haven't recently changed any connections or moved any equipment out of Wi-Fi range
    • Your TV is on the correct input
      • Consult your TV manual on how to change input
      • Commonly used inputs include HDMI, AV and component
  • Disconnect and reconnect the power from your receiver for 10 seconds
  • Check the modem for any messages or lights indicating there is a problem with your Internet connection
    • Consult Internet troubleshooting tips
  • If you’re experiencing video/audio issues:
    • Only on one channel, the problem may be with the source or network
    • On some or all channels, further troubleshooting is required
See more troubleshooting for Fibe TV
  • Fibe TV is frozen or pixelated
  • The sound is missing from all TV channels
  • The sound is missing from some TV channels
  • Error message: “All TV services are in use”
  • Error message: “Pause is not available”
  • Error message: “All HD services are in use”
  • Error message: “TV signal has been lost”

Satellite TV

  • Ensure the following:
    • The receiver and TV have power
    • Connections on your receiver and TV are securely connected
    • The satellite cable is connected to the SAT-IN connection on the back panel of your receiver
    • Your TV is on the correct input
      • Consult your TV manual on how to change input
      • Commonly used inputs include HDMI, AV and component
  • Disconnect and reconnect the power from your receiver for 10 seconds
  • If you’re experiencing video/audio issues:
    • Only on one channel, the problem may be with the source or network
    • On some or all channels, further troubleshooting is required
See more troubleshooting for Satellite TV
  • I can’t access some of the channels that I’ve subscribed to
  • Fixing error codes
  • Weak signal, message 002 or 015
  • “No signal” message, blue or snowy screen

Alt TV

  • Ensure that you are using :
    • The latest supported browser (Chrome, Firefox, Safari) or latest version of the Fibe TV app
    • An Internet connection of at least 15 Mbps
  • Alt TV requires your MyBell username and password to log in if not connected to your Bell home Internet.
  • Web browser:
    • Clear cache
    • Close and relaunch browser
  • Streaming device
    • Exit and relaunch the app
    • Restart the device
    • Uninstall and reinstall the app
  • In the account settings, review the number of connected devices (maximum of 5)
    • Remove a device (if needed)
See more troubleshooting for Alt TV
  • Reboot your modem
  • Troubleshooting the Fibe TV app


Mobility

Problems may be related to the device settings, the device itself (i.e., broken hardware) or other factors. For general troubleshooting, please review the following:

  • Troubleshooting text, picture and media messaging
  • Troubleshooting data connectivity
  • I’m having trouble making or receiving calls on my smartphone

For device-specific information from the manufacturer, visit our Phones, tablets and Mobile Internet section, select your device and look for the manufacturer support link.

See more troubleshooting steps for Mobility


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