Understanding Rogers Voice (home phone)

Rogers Xfinity Internet service through the Rogers Xfinity Gateway connection. To get the service, you must add Rogers Voice to a Rogers Xfinity TV + Internet bundle. This guide is for Rogers Voice customers.

If you have Rogers Home Phone, most information in this guide applies to you as well. The key differences, including the built-in battery backup, are at the end.

What you get with Rogers Voice

Keep your phone number when you switch from Rogers Home Phone or from another provider.
Access to 911 and Enhanced 911 (E-911 - provides your location automatically to emergency services) where supported.
Operator services and directory assistance.
Works with devices you already own.

Key features and compatibility

TTY devices (text phones) for people with hearing or speech problems.
Building intercoms.
Fax machines.
Most medical alert systems (compatibility varies by model).
Most home security systems (compatibility varies by model).

Rogers Voice uses internet-based calling. This helps alarm providers connect without changing their system.

Rogers Voice works well with big alarm companies like ADT, Alarmforce and Chubb. If your phone number changes, contact your alarm provider so they can update their records.

Because equipment models and configurations vary, compatibility cannot be guaranteed. If you need Professional Installation, a technician will test your equipment.

Setting up Rogers Voice

Make sure your Rogers Xfinity Internet service is active.
Plug your phone or cordless phone base into the top-left phone port on your Rogers Xfinity Gateway modem.
If you're using a cordless phone system, follow the manufacturer's setup instructions.
When connected, pick up your phone and check for the dial tone.

If there’s no dial tone

Unplug the Gateway power cord and wait for 10 seconds.
Plug the power cord back in.
Wait until the light on the modem turns solid white.
Check for a dial tone again.

Setting up voicemail

Dial *98 from your home phone.
When asked, enter the last four digits of your home phone number as your temporary password.
Follow the voice prompts to create your own voicemail greeting and password.

Professional installation requirements

Rogers Voice doesn't automatically connect to phone wall jacks. You can easily set up your phone by plugging it into your Gateway modem.

If you want to use your wall jacks, contact us to schedule a professional install. A technician will:

Test your home's phone wiring.
Connect to the service safely.
Confirm compatibility with your equipment.

Professional Installation is required for:

Building intercom systems.
Centrally monitored alarm panels.
Medical alert services.

Once your appointment is booked, visit this page to prepare for your professional installation.

Power outages and backup options

Rogers Voice works using your internet connection, so service stops during power outages. You won't be able to make calls, including emergency 911 calls, until power returns.

If power outages concern you, consider an Uninterruptible Power Supply (UPS — a battery backup device). A UPS can:

Power your Gateway modem and phone system during outages.
Charge mobile devices when the power is out.

UPS devices are available from electronics stores and alarm service providers.

Remember that cordless phones need power to work. Keep at least one corded phone in your home for emergencies.

Call quality and network performance

Your service runs on our internet connection, which we manage and monitor around the clock.

Our Network Engineering team plans all maintenance carefully to reduce interruptions across your phone service, internet or TV services.

Managing your service

Long-distance call settings

By default, your phone rings differently for long-distance calls. To turn this feature on or off, dial *49 from your home phone.

Seasonal suspension

If you won't be home for a long time, you can stop your service without losing your phone number.

Changing your phone number

To change your phone number, contact us.

For existing Rogers Home Phone customers

If you have our Rogers Phone service, most of the information in this article applies to your service as well.

Rogers Home Phone operates over our dedicated cable network and offers the same great call quality and compatibility features.

Power backup for Rogers Home Phone

The key difference with Rogers Home Phone is the built-in battery backup:

Your Rogers Home Phone terminal includes a battery.
Provides up to 5 hours of service during power outages.
Battery must be properly installed and fully charged.
Rogers replaces batteries at no cost when needed.

If your battery needs replacement, we'll arrange to have it changed for you.