Residential Services Schedule (RSS) v2025.10
Effective Date: October 7, 2025 | Supersedes: any prior residential schedule
A. Application & Precedence
This RSS applies to Consumer Services (Services provided primarily for personal or household use). It forms part of the Master Terms of Service. If there is a conflict: (1) a signed order that expressly overrides; then (2) this RSS; then (3) any SLA (if applicable to a residential plan); then (4) the Master Terms of Service. Capitalized terms have the meanings in the Master Terms.
A.1 Cross‑References. This Schedule incorporates TOS Section 1.7 (Interpretation; headings; cross‑references; applicability to Schedules/Policies). Any cross‑reference in this Schedule (including to the Master Terms, any SLA, or another Schedule/Policy) will be interpreted in accordance with TOS Section 1.7, such that if a number and title conflict, the title governs, and references include successor sections.
B. Ordering, Term & Renewal (Residential)
B.1 Term type. Unless expressly stated otherwise in your order, Residential Services are month-to-month.
B.2 Fixed terms (if any). If you agree to a fixed-term residential plan, the term and any early-termination charges will be disclosed in your order and are subject to applicable consumer-protection law.
B.3 Ending a month-to-month Service. You may cancel a month-to-month Service on at least thirty (30) days’ notice. Charges continue through the end of the notice period (see Section 11 (Suspension, Termination & Post-Termination) of the Master Terms).
B.4 Moving/relocation. Moves are subject to availability at the new address, applicable charges, and a new installation date. If the Service is unavailable at your new address, you may cancel on notice; any equipment return obligations still apply.
C. Pricing, Changes & Legacy Modernization
C.1 Price changes; notice. Price changes and re-rating Section 4 (Charges, Billing, Payment & Changes) of the Master Terms. Where required by consumer-protection law, we will provide advance notice (e.g., at least 30 days) and, if the law requires consent for a material change, we will obtain it.
C.2 Legacy platforms & modernization. Where a legacy platform (e.g., copper POTS or similar legacy access) is retired by an upstream provider or becomes impractical, we may modernize your Service to a functionally equivalent VoIP/Internet-based Service as described in Section 5 (Provisioning, Service Changes, and Modernization) of the Master Terms. We may provide an analog telephone adapter (ATA) or similar device to let you keep existing phones.
C.3 Interim legacy re-rate/surcharge. If modernization cannot occur immediately, we may apply an interim re-rate or Legacy Service surcharge to reflect increased upstream costs, as described in Section 4 (Charges, Billing, Payment & Changes) and Section 5 (Provisioning, Service Changes, and Modernization) of the Master Terms. This does not waive our right to modernize later.
C.4 Non-voice analog devices. Devices such as alarms, faxes, modems, and medical or elevator lines may require special arrangements and may not work reliably over VoIP or after modernization. You are responsible for confirming compatibility with your device vendor and AHJ (authority having jurisdiction).
D. Billing, Payments & Interest (Residential)
D.1 Billing & delivery. Billing and delivery methods follow Section 4 (Charges, Billing, Payment & Changes) of the Master Terms, including electronic delivery and any legally permitted invoice fees.
D.2 Interest/late charges. Late-payment interest and fees are governed by TOS Section 4.5 (Payment terms; interest; fees; chargebacks)
D.3 Payment methods. Accepted methods are stated on your invoice and in Section 4 (Charges, Billing, Payment & Changes). If you pay by cheque, bank, or other third-party channel, you are responsible for paying early enough for the payment to reach and post to your account by the invoice Due Date.
D.4 Credits & refunds. Credits do not expire. Small-balance refund thresholds and processing fees apply as set in Section 4 (Charges, Billing, Payment & Changes).
E. Home Equipment (CPE), Installation & Returns
E.1 Modems/routers/ATAs. We may supply or rent CPE (e.g., modem, router, ATA). Ownership will be clearly stated in your order: purchase, rental, or financed/instalment.
E.2 Self-install/technician visits. Self-install kits and remote activation may be provided. Technician visits, reschedules, missed appointments, or no-access may incur charges disclosed at booking.
E.3 Care, loss, and returns. You must keep Diallog-owned/rented equipment in good condition and return it within fifteen (15) days after cancellation or swap using our instructions. If not returned, lost, or damaged, replacement charges apply.
E.4 Customer-owned gear. If you use your own router/phones, you are responsible for compatibility and configuration (see Section 3 (Use of Services; Customer Responsibilities)) of the Master Terms).
F. 9-1-1 for Residential VoIP (Summary)
F.1 Power and Internet dependency. VoIP 9-1-1 depends on working power, CPE, and Internet/access. During an outage, VoIP 9-1-1 may be unavailable.
F.2 Location information. Keep your service and emergency address current; incorrect information can misroute emergency calls.
F.3 Labels & user notice. Place warning labels on or near phones/ATAs and inform household members and guests.
F.4 Recommended redundancy. Maintain at least one independent emergency calling method (e.g., mobile phone with charged battery, POTS-replacement with battery backup). See Section 6 (Service Levels, Maintenance & Force Majeure) of the Master Terms and the detailed VoIP 9-1-1 Emergency Calling Policy.
G. Fair Use & Home-Use Only
G.1 Fair use. Residential plans are for personal, non-commercial use. We may apply reasonable fair-use limits to prevent abuse that could impair the network for others (e.g., auto-dialers, high-volume telemarketing patterns, continuous call forwarding).
G.2 No resale. You may not resell or provide the Service to third parties or operate call-center or similar traffic over a residential plan.
G.3 Investigation/mitigation. If usage appears inconsistent with residential norms, we may contact you, apply rate limits or blocks, move you to an appropriate plan, re-rate per our Price Book, or suspend the Service under Section 7 (Acceptable Use, Security & Privacy) and Section 11 (Suspension, Termination & Post-Termination) of the Master Terms.
H. Numbering, Porting & Directory
H.1 Porting. You may port in/out your home number subject to Section 10 (Numbering, Porting & Directory Listings) of the Master Terms. Porting depends on address coverage and carrier rules.
H.2 Directory listings. Listings/unlistings are optional (fees may apply) and provided on a best-effort basis.
I. Consumer Rights, Cancellations & Complaints (Integrated)
I.1 Cooling-off and cancellation rights (statutory). You have the cooling-off and other cancellation rights required by the consumer-protection laws of your province or territory (for example, for certain online/remote agreements, internet agreements, or door-to-door/direct agreements). Where a statutory right applies, Diallog will honor it. If a statute prescribes a specific form or method of cancellation, we will accept it.
I.2 Contract copy & key information. We will provide you with a copy of your agreement (and any required summary of key terms) in accordance with applicable law. For clarity, the governing documents are the Master Terms of Service, this RSS, the AUP, the Privacy Policy, and any Service-specific terms referenced in Section 1 (Scope, Incorporation & Precedence) of the Master Terms.
I.3 Price and contract changes. Price changes and re-rating follow Section 4 (Charges, Billing, Payment & Changes) of the Master Terms. Where consumer-protection law requires advance notice or consent for a material change, we will provide such notice within the required timeframe and, if consent is required, obtain it before the change takes effect.
I.4 Trials, returns & distance agreements (if applicable). If your plan includes a trial period or if law grants a trial/return right for the way you purchased (e.g., online or remote sale), we will honor the applicable return/cancellation rules. Any device return must follow Section E (Home Equipment (CPE), Installation & Returns) of this Schedule.
I.5 Deposits, fees & refunds (consumer rules prevail). Deposits, late fees, and refunds are governed by Section D (Billing, Payments & Interest (Residential)) and Section 4 (Charges, Billing, Payment & Changes) of the Master Terms. To the extent consumer-protection law sets different limits, those limits prevail. Credits do not expire.
I.6 Modernization & legacy services. If a legacy platform is withdrawn or becomes impractical, we may modernize your Service per Section 5 (Provisioning, Service Changes, and Modernization) of the Master Terms. If modernization cannot occur immediately, we may apply an interim re-rate or Legacy Service surcharge as described in Section C (Pricing, Changes & Legacy Modernization) of this Schedule. We may provide an analog telephone adapter (ATA) to help you keep existing phones.
I.7 9-1-1 for Residential VoIP (summary). VoIP 9-1-1 depends on working power, equipment, and Internet/access and may be unavailable during outages. Keep your service and emergency address current, apply warning labels, and maintain another way to call emergency services (e.g., mobile). See Section 6 (Service Levels, Maintenance & Force Majeure) of the Master Terms and the VoIP 9-1-1 Emergency Calling Policy.
I.8 Complaints & escalation (CCTS). If you have an unresolved complaint about an eligible Service, please contact our customer service at 1-888-443-3876. If not resolved within 30 days, you may escalate to the Commission for Complaints for Telecom-television Services (CCTS) at ccts-cprst.ca or 1-888-221-1687.
J. Accessibility
On request, Diallog will provide accessible formats of key documents (including this Schedule, the Master Terms, AUP, Privacy Policy, and invoices) and reasonable accommodation for customers with disabilities, consistent with applicable law and our policies.
K. Governing Law (Residential)
This Schedule is governed by Section 12 (General Provisions) of the Master Terms. For Consumer Services, the mandatory consumer-protection laws of your province/territory apply to the extent they cannot be varied by agreement.