FAQ

Connect Home Phone

How do I add or remove a calling feature from my Home Phone?

You can choose features on their own or in packages. To add or remove features, please call Sears Connect at 1-800-445-0303 to speak to our customer representatives.

Can I keep my existing phone number if I switch to Sears Connect?

With Sears Connect, switching is easy! Keep your same phone number and Sears Connect will handle the switching details with your current provider.

Does Sears Connect have a feature to allow Long Distance calls to ring differently from local calls?

If you choose Call Waiting feature, you will hear a different ring for Long Distance calls whether you are on the phone at the time or not.

Why am I unable to redial missed calls directly from my Call Display list?

Some Call Display compatible telephones allow you to program your area code into your phone. This results in calls being displayed with only the 7-digit telephone number (without the area code). If you are in a 10-digit dialing area and attempt to redial this number, the call will fail. To display the full 10-digit telephone number and avoid this problem, do NOT program an area code into your phone. Refer to your phone's user manual to delete the area code.

I subscribe to Call Display but I can’t see the caller ID details for all of my calls?

Below are some of the reasons why the caller ID details may not be displayed:

1.    If some calls display as “Private Name” or “Private Number,” the caller has intentionally blocked display of his or her number and/or name.
2.    The Call Display feature may not be available or may not display correct information for calls made from public, business or cellular telephones, calls placed by operators or some long distance calls.
3.    If you are using the Call Forward feature, information about calls initially intended for your line cannot be displayed.

How do I unlist my Sears Connect Home phone number from the phone book or directories?

If you’re an existing Sears Connect Home phone customer, you can request a new unlisted number that won’t be listed with 4-1-1 Directory Assistance or in the next published phone book. This request has a service charge of $30 (plus tax), which will be added to your next bill.   Please note that your number will still be listed for emergency services such as 911.

To request a new unlisted number, please contact us at 1-800-445-0303 to speak to a customer service representative.

Unfortunately, an existing listed number cannot be unlisted; you will need a new unlisted number.  There’s a $60 fee to change your telephone number.

Tip: If you don’t want your number displayed for specific calls, dial *67 (1167 on rotary phones) before dialing the number you want to call. This will display "Private Name Private Number" on the phone of the person you’re calling. There’s no charge for this service.

How do I use my Home Phone calling Features?

Click here to download and view Home Phone Calling Feature Guide

What is a Collect Call?

The person receiving the call is billed instead of the person making the call.

How do I know when I am billed for a Collect Call?

If you accepted the charges for the Collect Call when you have received the call, the Collect Call charges will be under the “Usage Detail” of the “Home Phone” section in your bill.

How do I make a Collect Call?

To make a collect call using a Sears Connect Home phone, dial 0 and follow the automated voice prompts. The long distance charges will be billed to the person receiving the call, so they must accept the charges before the call can be connected. You'll be charged a small connection fee for long distance collect calls.

What is 900/976 block?

To protect our customers, your phone service will be defaulted to block calls to 1-900 or 1-976 pay per use third party phone services, which are known as premium-rate telephone numbers.  Adult chat lines and technical support are a very common use of premium-rate numbers.  There is an option for you to unblock for a one-time fee of $15.  There will be an additional $12 fee if you would like to re-block 1-900 or 1-976 phone services after it has been unblocked.

I am running out of jacks to plug in phones and other devices. How do I get extra jacks?

Contact us at 1-800-445-0303 to request for “Inside Wire Work” for extra jacks to be installed.  A technician will be sent and requires access to your premise to install the jacks.  You will need to be at home for the installation appointment that our Customer Service Support Center associate will set up for you.  There will be a minimum $99 + tax fee that includes the first jack.  Additional jacks will cost approximately $55 per jack.  

How can Sears Connect help me manage nuisance calls?

If protecting your privacy is a concern for you, there a variety of options that provide you with more control between you and the caller. The options below have can contribute to a significant decline in the number of nuisance calls you may receive:

Call Display

Shows you the name and telephone number of the person calling you before you answer the phone. This service requires a phone with a display screen.
Fee: $5.00/month

Call Trace

If you receive harassing calls, this feature can trace the number for the police.

Call Screen

Allows you to redirect calls from up to 12 different phone numbers to a recording that tells callers you aren't taking calls at this time. The phone doesn't ring, and the screened caller is unable to leave a message.
Fee: $5.00/month


Connect Long Distance

Why was I billed for long distance when my call went to voice mail?

Your long distance call was connected if there was an answer at the other end. “Answering” includes a person picking up, but also includes an answering machine, voicemail or a fax machine.

How do I make Long Distance calls?

Calling overseas:
To make a direct-dialed call (billed directly to the phone from which the call originates) dial:
011 + Country Code + City or Area Code + Local Number
Calling long distance within North America:
Direct dialed calls (billed directly to the phone from which the call originates) dial:

1 + City or Area Code + Local Number

How do I get directory assistance for numbers in the U.S.?

Just call 411 and you can get any listing in Canada or the United States.
Please note: Directory assistance costs $3.00 per call.

How do I access my voicemail when I am away from home?

To retrieve voicemail messages from another phone:
1.    Dial your telephone number.
2.    When you hear your greeting, press 9 immediately.
3.    Enter your password.
4.    Follow the prompts to retrieve your messages.
Long distance charges may apply on your landline bill if you are outside your local calling area.

Can I block Long Distance calls from being dial with my home phone?

Yes.  Contact us at 1-800-445-0303 to request “Toll Deny” with no additional charge.  
Please note there will be a $15 fee to remove the “Toll Deny” service to re-enable your home phone from dialing Long Distance calls.


Connect Calling Card

How do I make a call within Canada & the U.S. with my postpaid long distance calling card?

To make a long distance call from Canada or the U.S.:

1.    Dial 1-800-895-6685 or 1-800-555-1111
2.    Follow the voice prompts
3.    To make a long distance call from outside Canada or the U.S.
4.    Call 1-800-561-8868 BEFORE leaving Canada to obtain the Country Access Code
5.    When making your call, dial 1-800-895-6685 or 1-800-555-1111
6.    Use the Country access code when making your call and follow the voice prompts

How do I use my prepaid long distance calling card?

To use your prepaid long distance calling card, follow the instructions below:

1.    Dial 1-866-544-1669 and follow the voice instructions.
2.    Scratch off the shaded box on the back of the card, enter your PIN and follow the voice instructions.


Connect High Speed Internet

Where do I view the Acceptable Use Policy for High Speed Internet?

Click here to view Acceptable Use Policy

How do I access my Sears Connect email for the first time?

If you subscribe to Sears Connect Internet Service, you can access your Sears Connect email account at searsconnect.ca by clicking "webmail". Your user ID is your designated Sears Connect email address and your temporary password is the postal code of your mailing address.

Please Note: If you are signing into your Sears Connect email account for the first time, your postal code (i.e. the temporary password) must be typed in capital letters.

How do I access my Sears Connect email?

If you subscribe to Sears Connect Internet Service, you can access your Sears Connect email account at searsconnect.ca home page by clicking "webmail" on the upper right-hand corner of the page.


My Account

Where can I find bill explaining support?

Click here to view Bill Explainer

Where can I access Sears Connect Terms of Service?

Click here to view Terms of Service

How do I access my Sears Connect email for the first time?

If you subscribe to Sears Connect Internet Service, you can access your Sears Connect email account at searsconnect.ca by clicking "webmail". Your user ID is your designated Sears Connect email address and your temporary password is the postal code of your mailing address.

What is the number for customer service support?

Click here to view contacts for Customer Service Support

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