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Online Authentication

1. Five-digit access code
2. Personal identification number (PIN)
3. First visit (complete authentication)
4. Other visits (simplified authentication)
5. Authenticating once per session
6. Quit session manually
7. Quit session automatically
8. IVR and Internet: a single PIN!
9. Change my PIN
10. Forgot my PIN
11. What is IVR?

1. What is a five-digit access code?

This is a unique number issued on your telephone bill. Combined with your telephone number and your PIN, this number allows us to ensure that it is indeed you who is making transactions with us through this site and not somebody else.

When you make transactions on this site for the first time, you must have your telephone bill on hand, as it contains this five-digit access code. You will find the code in the upper right-hand corner of your bill in the middle of the series of numbers under the billing date.

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2. What is a personal identification number (PIN)?

Your personal identification number (PIN) is a password that you alone choose. It must be made up of 6 to 8 digits and may not start with a zero. Combined with your telephone number and your access code, it allows us to ensure that it is indeed you who is making transactions with us through this site, since you alone know your PIN.

For security reasons, make sure you do not tell anybody your PIN.

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3. How do I authenticate my identity on this site for the first time?

As soon as you choose to make a transaction that requires the access of confidential data, the authentication step is activated automatically. This step enables you to create your customer profile on this site.

The first screen prompts you:

  • to enter your telephone number, including the area code.

  • to enter your five-digit access code. You will find this code in the upper right-hand corner of your telephone bill in the middle of the series of numbers under the billing date.

  • to choose a personal identification number (PIN; or password, if you will). This PIN must be made up of 6 to 8 digits but not start with a zero. You will have to enter your PIN twice to ensure that you have entered it properly the first time.

Then click on the "Continue" button. If so, you will then be able to perform the desired transaction. You can also access all the other transactional menus on the site during your Internet session without having to authenticate at each transaction.

If no activity is detected for 15 minutes, your authentication will be deactivated automatically as a security measure.

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4. Do I have to complete all the authentication steps every time I wish to make a transaction through northerntel.ca?

No. When you make your first transaction through this site, you create your NorthernTel customer authentication profile with your access code and your PIN. For all future transactions, you will only have to enter your telephone number and your PIN. Your access code will no longer be required, as the system will recognize you by your PIN, both on this site and when you call NorthernTel at 1-888-835-3232 to access your personal home phone account information.

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5. Do I have to authenticate my identity before every transaction during the same Internet session?

No. You only have to authenticate your identity once per session. However, if no activity is detected for 15 minutes, your authentication will be deactivated automatically as a security measure. If you make another transaction, the system will reactivate the authentication step.

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6. Can I end my secure session (authentication) myself?

Yes. To end your online session, just click on "Quit Session" in the left-hand menu and then again on the "Quit Session" button in the page. The system will ask you whether you really want to quit the session. Answer "Yes" and you will be returned to the site's Home Page.

We recommend that you end your online session yourself to ensure no trace of your confidential data remains active. We also suggest that you empty your cache memory, that is the folder called "Temporary Internet Files" that resides on your hard disk.

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7. I had already authenticated my identity on this site but when I tried to make a transaction, the system asked me authenticate again. Why?

You only have to authenticate your identity once per session. However, if no activity on the site is detected for 15 minutes, your authentication will be automatically deactivated as a security measure. If you make another transaction, the system will activate the authentication step again.

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8. This is my first visit to this site and the system did not ask me for my access code. Why not?

If the Web site did not ask you for your five-digit access code, it is because you may have already registered this information in our IVR system by using the voice menus at 1‑800‑360‑8555.

Your five-digit access code, located on your bill, and the PIN you choose allow you to make secure transactions on our Web site (www.northerntel.ca) and when you call our interactive voice response system (IVR) at 1‑800‑360‑8555 to consult your account balance for example.

If you create your NorthernTel customer profile for the first time in our IVR system, the PIN you choose will also be recognized by our Web site.

For more details on our IVR system, refer to the section "Contact Us", "1-800-360-8555 Voice Menus".

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9. Can I change my PIN?

Once you have created your authentication profile the first time, you can change your personal identification number (PIN) at any time by going to the "Create or change my PIN" section of this site. You do not need your telephone bill to make this change. You just have to remember your current PIN.

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10. I've forgotten my PIN. What can I do?

In the authentication screen that prompts you to enter your PIN, there is a link that will bring you to the step that will allow you to create your authentication profile again and, thereby, choose a new PIN. In fact, when you forget your PIN, you have to create your customer authentication profile again, as on your first visit. You will need to have your telephone bill on hand to do this.

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11. What is an IVR system?

IVR means "Interactive Voice Response" system. When you call NorthernTel at 1-800-360-8555, an interactive voice response system answers. You then choose the option you wish from the voice menu.

When you make a choice from the menu presented in the IVR system, the system recognizes this choice and associates it with your account. This is what allows you to make a transaction through the IVR system, such as check the balance of your account, without having to speak to an agent. Furthermore, if you press zero to speak to an agent, she will recognize you as she takes your call and will be able to serve you based on the option you have chosen. To ensure better quality of service, some calls are directed to specialized agents.

For more details on our IVR system and to see what options are available on the voice menus, see the "Contact Us", "1-800-360-8555 Voice Menus" section.

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