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FAQ

Long Distance FAQ

Q. Once I have signed up for a Telehop Service, how do I know when I am on the service?
A. Telehop is a long distance Equal Access carrier.(Simply dial "1+ number" as you have with your previous carrier). To check to see if you are on Telehop's service, dial 1-700-555-4141 and a recorded message will identify your current long distance carrier. Once the recorded message indicates Telehop as your Equal Access carrier, just dial "1 + number" to connect your calls.

Q. How do I make a long distance call using the Telehop Long Distance service?
A. Telehop is an Equal Access service provider, bringing direct dialing to your fingertips. This allows our long distance customers to just dial "1" or "011" before their long distance number. No access codes, just straight dialing.

Q. Are my calls rounded to the nearest minute?
A. Calls are billed by the minute for any residential plans. For Business plans, calls are billed a minimum of 30 seconds, and then in 6 second increments thereafter.

Q. I'm on a Telehop's Long Distance plan. How do I check my monthly usage to date for any month?
A. Your monthly bill will detail all calls you make. If you wish to switch to E-BILL and receive your statement by email instead of regular mail, please contact Customer Service and request the change. Contact us by phone at 1-888-TELEHOP (835-3467), by fax at 1-866-711-0695 or by email at customerservice@telehop.com.

Q. Who do I contact for more information on your Long Distance Plans?
A. Our knowledgeable Customer Service representatives can answer all your questions. Contact us by phone at 1-888-TELEHOP (835-3467), by fax at 1-866-711-0695 or by email at customerservice@telehop.com.

Flat Rate FAQ

Q. How do I make a call with Telehop's Flat Rate service?
A. First, dial the local access number provided to you when you signed up. Wait for the prompt and then dial the ten digit number you wish to call.

Q. I currently have the Telehop Flat Rate service on my home phone number. When I dial the access code from my another phone, a message says "Please call for assistance". Why is this?
A. The Telehop flat rate service works because your home phone number is identified by a number recognition (caller ID) system. If you dial from a number also not registered on the Telehop service and dial to a number that is not registered on the Telehop service your call will not be completed.

Q. When using the Telehop flat rate service, I receive a message that says "You are not allowed to call this area." Why do I hear this message ?
A. There are a couple of possibilities: First, please check the areas you have available for the service you have signed up for. This message would be heard if you have attempted to call a number outside the coverage area. Second, you might be calling a new landline or cellular phone exchange. Please contact us with the information and we will add the new exchange to our system. Contact us by phone at 1-888-TELEHOP(835-3467), by fax at 1-866-711-0695 or by email at customerservice@telehop.com.

Q. Why do calls I make on the Flat Rate Service not connect on occasion?
A. There are three different possiblites, for which you should check. If the problem persists, please feel free to call our Customer Service department for assistance. 1. Ensure that you are dialing from a touch-tone phone. Pulse (rotary) dialing will not connect your call. 2. If using a cordless phone and the digital signal sent to our system is weak the call will not connect, so use your regular landline phone to initiate the call and switch to the cordless phone after connecting. 3. Depending on where you are calling you from, make sure you are dialing the area code in front of the Telehop access number at the start of your call.

Q. What time of the day can I call using the Flat Rate Plan?
A. The Flat Rate plan is available 24 hours a day, 7 days a week. You can call anytime, any day and as often as you like!

Q. What happens if I forget to dial my access number?
A. If you forget to dial your access number you won't be using our Flat Rate service. Always dial the local access number to use the service, as dialing 1+ will generate charges from your long distance carrier.

Q. How does my purchase of Telehop's Flat Rate service affect my existing long distance company's bill?
A. Remember, you haven't switched your Equal Access service to Telehop, which means you stay with your regular long distance service carrier for all calls dialed 1+. Although you will still get a bill from them, it will not include any of the calls that you made using your Telehop access code.

Q. What if I want to cancel?
A. You can cancel anytime as per the terms and conditions on your contract. Just provide a written notice of cancellation 30 days prior to the next billing date by fax at 1-866-711-0695 or by email at customerservice@telehop.com.

Q. How do I check my monthly usage on my Telehop Flat Rate Plan?
A. Since Flat Rate is a Talk Unlimited plan, there is no need to keep track of usage. You pay one price, no matter how long you talk - so you don't even have to worry about your minutes!

Q. What happens when I dial a number outside of Telehop's coverage area with my service?
A. If you are on the Flat Rate plan, the call will not be connected because it is not in your coverage area. If this happens, please refer to the map you received when you signed up. It details the specific areas you signed up for. If you have any problems, contact us by phone at 1-888-TELEHOP(835-3467), by fax at 1-866-711-0695 or by email at customerservice@telehop.com.

Q. How do I find out what areas are available from my calling location?
A. Our knowledgeable Customer Service representatives can determine which plan is best for you, depending on your calling patterns. Contact us by phone at 1-888-TELEHOP(835-3467), by fax at 1-866-711-0695 or by email at customerservice@telehop.com.

Casual Calling FAQ

Q. I use one company for my local phone calls and a different company for my long distance phone calls. Can I use 10-10-620 ?
A. Yes, you can use 10-10-620 without hestitation. Provided you have a local Bell Canada or a local Telus phone line, simply dial 10-10-620 before your phone number to take advantage of the savings offered. If you do not have a local Bell Canada or Telus phone line, you can now still take advantage of these rates with our 620CELL plan. For more details, contact us by phone at 101-10-620-0, by fax at 1-866-711-0695 or by email at customerservice@telehop.com.

Q. Do I have to sign up to use 10-10-620?
A. 10-10-620 is a casual calling service. There are NO contracts, NO signup fees, NO monthly charges, NO hidden charges and NO need to switch your current long distance service. You can call anytime, any day to anywhere in the world without restrictions and all charges will appear on your local phone bill.

Q. Is 10-10-620 part of Telehop?
A. 10-10-620, is a subsidiary of Telehop Communications, a publicly listed phone company.

Q. If I have any questions or concerns about this service, who do I call?
A. Our knowledgeable customer service representatives are available to answer your questions pertaining to 10-10-620. Contact us by phone at 10-10-620-0, by fax at 1-866-711-0695 or by email at customerservice@telehop.com.

Billing FAQ

Q. What are the changes on the new Telehop invoices?
A: As of November 1, 2009, we have made changes to our invoices to make it more user-friendly to our customers. To see a sample of the new invoice, please click here .

Q. I have the Telehop flat rate service and currently use a different company for my Equal Access long distance service. Recently on my long distance bill there are some calls listed to areas that should be included in my monthly Telehop payment. Why am I billed for these calls when they should be included in my Telehop service?
A. All calls initiated by dialing a local access number will not show up on any bill. Your long distance carrier will also indicate that all listed calls have been dialed by using the prefix 1. Please consult everyone who has access to your phone and give them the proper dialing instructions.

Q. I recently signed up for a Telehop long distance savings plan and received my first bill from Telehop. I also received a bill from my previous equal access carrier. Why did two companies bill me?
A. Good news! You can only be a customer of ONE long distance carrier. If you sign up with Telehop and the service begins on the (e.g.) 18th of the first month, your previous carrier will list calls made from the 1st of the month till the 17th of the month, and your Telehop bill will list calls made from the 18th to the 30th/31st. Please check the days the calls were made to clarify any confusion and after your initial month your billing will be simplified.

Q. I used 10-10-620 to make a call to Florida, but I never received a bill from you. What's going on?
A. After completion of your call, 10-10-620 sends the call details to Bell Canada or Telus and charges will be listed on your local phone bill. As there is some time involved to process the information, your calls might appear on your next monthly phone bill.

Q. My friend in Vancouver said he dialed a Telehop access number, received a dial tone, dialed my number and we talked for one hour. Recently he received a large telephone bill from his long distance carrier. Why was he billed for the call?
A. The Telehop access works ONLY for people who are local to that access number. If you dial "1 + number" and any Telehop access number you will be billed long distance charges.

Q. How am I billed?
A. Depending on the service that you are on, you will be billed in different ways. Long Distance customers get detailed billing at the beginning of each month. Flat Rate customers have a pre-authorized payment taken out of their bank account at the beginning of each month. 10-10-620 users will be charged on their regular local phone bill under a section entitled "Telehop".