Telehop Home Phone – FAQs

If your old phone company calls to try to win you back, remember that you switched for a reason. We value your business, and your complete satisfaction is important to us. We want to ensure that you really do have a BETTER home phone service built around you. Call 1-888-TELEHOP (835-3467) and request Telehop Home Phone customer service. If your old company calls you, we can help you analyze their offer and ensure that you have the best products and services for your needs.

Telehop’s Home Phone is a leading edge technology that transforms your High Speed Internet service into a phone line – without the hassle of a service call. It works virtually the same way as your phone service does with your local telephone company; has a wide selection of local features and can be used with a standard phone set. And it is much less expensive. All you need is a Telehop Home Phone Telephone adapter (ATA), which you could rent for a small monthly fee or buy upfront.

Yes. In the same way that you can call anywhere with your current landline service, Telehop will be connected to other local and wireless telephone companies. You will be able to call anyone, anywhere, regardless of his or her phone company.

Yes. You’ll enjoy the same services from your Telehop service that you get from your current telephone service provider, but with great savings as Voice mail, Call Waiting, Caller ID, Call Forwarding, 3 Way Calling / Conference Bridging and Call Detail Records features are included in your Home Phone Service monthly price. Furthermore, Home Phone provides Enhanced Voicemail services which allow you to receive voicemails as emails and allow you to listen to your voicemail on your PC via your personal Web portal.

Telehop Home Phone is ideal for a wide range of Customers, e.g. • Customers who need a cost-effective and reliable phone solution
• Home offices
• Cell phone users who would like to replace their landline service
• Families with teenage children who need an additional phone lines
• Families with children living away at school or away from home
• People who have family and friends in other parts of Canada or USA .

In order to use Telehop Home Phone service, you will need the following: • A Broadband Internet connection such as Cable or DSL through an Internet Service Provider (ISP)
• A billing and shipping address in Canada
• A Phone Adapter (ATA). You may choose the phone adapters that we offer which will be shipped directly to you, or you may purchase a Telehop-enabled adapter directly from a retailer.
Any touch-tone phone set. It can be either a corded or cordless phone. We recommend cordless phones with multiple handsets.

Telehop Home Phone uses VoIP (or Voice over Internet Protocol) technology to operate. This is a great way to make and receive phone calls using your broadband Internet connection instead of your standard phone line. Telehop Home Phone converts your phone calls into data that zips through your high-speed Internet connection just like email. It comes out the other end just like a regular phone call. Your callers will never know that it's any different since it sounds just like a regular phone call. What’s more, the internet allows you to use your phone service from anywhere in the world as long as you can access the internet.

A conversation on a Telehop Home Phone line is actually more secure than one over an ordinary phone line. A technology under Telehop Home Phone divides a conversation into pieces called packets. These packets are sent over the Internet and reassembled at the listener’s end. Packets contain no meaningful identifiers in them. Your account information, for example, is not transmitted in these packets. The packets don’t necessarily take the same path over the Internet, and will travel only to the intended location (the listener). This means that someone can’t simply tap into your conversation, or redirect your packets somewhere else.

Additionally, our servers that handle calls have various security features to prevent unauthorized access to the internal network. All of this makes Telehop Home Phone service an extremely secure means of communication.

It’s your choice. You can keep your current service provider and order Telehop Home Phone service using Telehop as a secondary line service. You will receive service from two separate phone providers and have two separate accounts and invoices.

You can also choose to switch from your current service provider to Telehop. If you choose to keep your current phone number, we’ll contact your current service provider who will close your account with them once your phone number is switched to Telehop.

You can also choose to have a new phone number with your Telehop Home Phone.

Though each Telehop Home Phone line can be assigned to only one phone port on one Phone Adapter at a time, it is easy to set up multiple phones to use that one Telehop Home Phone line. Through the use of standard phone equipment such as splitters you can use several phones on one Telehop Home Phone line throughout your home or place of business. A usage of modern phones with a one base and multiple headsets will allow you to have as many phones as you like as well.

Yes. Telehop will provide you a phone number, phone service and calling features. You are required to supply a telephone(s) or handset(s) that supports touch-tone service. Touch-tone phones can be purchased, at competitive prices, at most major department store outlets.

Yes. All you need for Telehop Home Phone is high speed internet access.

No. The touch-tone phones you currently have can be used.

Rotary dial phones do not comply with Telehop’s Home Phone service and will not work. You can purchase a new touch-tone phone, at competitive prices, at most major department store outlets.

To ensure Telehop complies with Telecommunication regulations, only the account holder can sign up for Telehop’s Home Phone service. Please ask your partner/roommate/parent to contact us to switch your landline phone service to Telehop.

Unlike many telephone service providers, there are no contracts to subscribe to Telehop’s Home Phone service. By subscribing to Telehop’s Home Phone service, you are obligated to adhere to the terms and conditions of the service which cover things such as payments, cancellations and quality of service, etc. The standard terms and conditions are available from our website or by calling our customer service centre.

If you are porting your phone number to Telehop Home Phone, the person whose name is on your current phone account is required to accept a Letter of Agreement (LOA), which acknowledges that you choose to switch to Telehop’s Home Phone. This is typically processed at the time of signing up for the service.

Emergency 911 service will not work in the event of a disconnection of service for any reason including for non-payment, thereafter it is recommended that your Telehop Home Phone account is kept in good standing to ensure uninterrupted service for all the calls you like to make and receive.

In order to use the Telehop HomePhone service, you will need a Telehop Analog Telephone Adapter (ATA). When you sign up for Telehop HomePhone, you may choose from the following options for your ATA:

1. Purchase of the ATA at retail price of $69.99 plus applicable taxes.
2. Refundable security deposit of $50.00 for the ATA.
or
3. Rent the ATA for a monthly rental fee of $4.99 plus applicable taxes.

For a limited time, Telehop is waiving the activation fee.

You can keep your existing phone number or choose a new phone number. It’s your choice! Please see the Number portability section for details.

911 Service is available with Telehop Home Phone. Telehop Home Phone looks and appears to work like a normal phone; however it is different in that it connects to the Internet, not a telephone line. There are several important factors to consider regarding the impact of this service on your emergency calls. The type of 911 Service available to you depends on where and how you use your Telehop service.

If your Telehop Home Phone telephone number corresponds to the address and municipality from which you permanently access your Telehop Home Phone service and 911 is available in your serving area your call is automatically routed to the Public Safety Answering Point (PSAP). The emergency operator will have your telephone and address information. You may be required to verify your name, telephone number and address with the emergency operator.

If your Telehop Home Phone telephone number does not correspond to the address and municipality from which you permanently access your Telehop Home Phone service or if you live in a serving area in which 911 Service from Telehop is not available you will be automatically routed to a specialized call centre that handles emergency calls. The call centre is different from the Public Safety Answering Point (PSAP) that would answer a traditional emergency call. In this case, you will be required to provide your name, telephone number and address to the call centre operator.

If you intend on using your Telehop Home Phone service from multiple locations, you have access to 911 services, but because you may be out of the coverage area of your Public Safety Access Point (PSAP), you will be automatically routed to a specialized call centre that handles emergency calls. The call centre is different from the Public Safety Answering Point (PSAP) that would answer a traditional emergency call. You will be required to provide your name, telephone number and address to the call centre operator. If you intend on changing the address from which you are currently using your Telehop Home Phone service, your access to 911 service will not work properly. Upon any move to a new address, or change of use of your Telehop Home Phone service, it is imperative for your own safety that you immediately advise Telehop. This can be done by emailing customer service at 1-800-209-4997 to ensure that you maintain 911 services. If you fail to advise Telehop of any changes, 911 services will not operate properly and this will adversely affect your ability to access the service.

911 services will NOT be available if: your Internet connection is down, or an electric or broadband provider outage. 911 services may not be available when calling from outside Canada.

Directory Assistance is available from Telehop for $0.75 per call to easily locate that phone number sitting from the comfort of your sofa. Telehop Directory Assistance is easy to use - simply dial 411 from your Telehop Home Phone line and follow the prompts.

Have the city and name of the listing you are requesting ready. However, if you choose to connect the call through, the charge of 55¢ will appear on your regular Telehop Home Phone bill. The Directory Assistance service is available to Canadian residents for listings in Canada and US only.

Telecommunication service providers along with the Ministry of Transportation will be offering a 511 service to obtain traffic and weather information. This service will be active in the 2^nd quarter of 2009.

The only things you need to have are a High Speed Internet service (Cable or DSL) and a standard phone set. Telehop will provide the additional equipment required to set up and use Telehop Home Phone

Your Telehop Home Phone Kit will arrive in within 7 business days after registering. The service will already be activated. You can install and start using it in minutes. However, switching your existing phone number from your phone company to Telehop can take 4-8 weeks. Telehop will provide you with a temporary phone number while we wait for the transfer of your phone number. Telehop will work with your existing phone company to transfer the number to us. We will notify you once this is completed so you can close your account with the other phone company.

If you would like a new number with Telehop service you will be connected via a new number with an hour.

As a Telehop Home Phone customer you are not limited to the local area code of the place you live any more. You can select any other area code that is within Telehop service area. For example, you could live in Vancouver or Orangeville and select a Toronto phone number (416 area code). This means that all your calls to Toronto as well as all calls to you from Toronto will be considered local (not a long distance).

Please check with your current Home Security provider. Some providers might not support monitoring on no-landline phone service, especially if you are on DSL high speed internet service. In order to work around this limitation, some people prefer using a Dry DSL high speed service which separates the high speed line from the existing phone service with minimal to no impact to Alarm monitoring services.

No, Telehop will not work with your intercom in your building or home.

Telehop’s Home Phone is designed to work with most customer-owned equipment.

No. Telehop Home Phone is very easy to install and you will use the same phone set you would normally use with your local telephone company.

No, Telehop Home Phone does not require a computer to be turned on. Furthermore, you will be able to talk and surf the Internet at the same time.

Yes, you can keep your service and your phone number. You just need to have a High Speed Internet connection at your new location.

Yes, in most of the cases you can keep your service and your phone number when you travel, domestically or abroad. Just plug your Telehop Home Phone phone adapter (ATA Box) into a High Speed Internet connection at your new location – and you are ready to go. All your calls will be treated the same way as if made using Telehop’s Home Phone at your home. For example, if you travel from Toronto to Montreal or Hong Kong, you can take your service with you, plug into High Speed internet there, and make calls as if you were still in Toronto (i.e. people could still reach you at your 416 # or you can call their 416 # and neither party would be charged long distance). Due to the different network setup in hotels or services blocked in certain countries, there are cases when the service cannot be used in a new location.

Yes, you can. There is no additional charge for using fax with Telehop’s Home Phone, however we need to know if you are planning to do so, so we can configure your service accordingly. Please also note that lower speed Lite internet services (such as DSL Lite or Cable Basic) will not support faxing.

Our simple installation instructions will walk you through an easy step by step process. You can install the service within minutes. It is easier to install than setting up your initial internet access service. Our technical service technicians are ready to assist you over the phone or via visiting your home, should that be necessary. Please note that additional charges may apply for site visits.

Telehop Home Phone can work with virtually any always-on High Speed Internet service: DSL, Dry DSL, DSL Lite or Cable. As well, Telehop Home Phone will work with most wireless ISPs. Most common wireless and wireline ISPs include Bell Sympatico, Rogers Cable, Shaw Cable, Telus, Videotron, Look and, of course, Telehop

Yes, you will be able to browse your favorite web sites, check email and use Home Phone service at the same time.

Bandwidth intensive applications such as file sharing and file downloading, online gaming, live streaming of video or audio and peer-to-peer sharing can cause quality issues with your voice phone calls.

Yes. Telehop is available for DSL Lite users.

No, Telehop Home Phone is build specifically for always-on High Speed Internet connection and cannot be reliably used with any type of the dial-up Internet service.

In general, Cable Internet and DSL connections both work well with our service. The main difference between the services is the type of connection used. A Cable Internet connection uses your Cable TV line. With Cable Internet, you would be able to disconnect all of your current phone services if you would like and use Telehop exclusively for your local and long-distance calling.

A DSL connection uses a local phone line that must be maintained by your local phone provider. You can generally transfer your phone service and phone number to Telehop while keeping your DSL high speed connection with your previous telephone service provider, but there is an 'unbundling' process that must be followed. Telehop can help you with this. By joining Telehop and maintaining a basic DSL Internet connection with your current phone company, you'll enjoy all the benefits of Telehop phone service without the need to change your Internet service provider. Or you could choose Telehop to be your high speed Internet provider and phone service provider enjoying our great bundling price.

Telehop is an all-inclusive phone service. We can do this because we use your high-speed Internet connection (also known as broadband) instead of standard phone lines. You'll save money and get great features like Call waiting, call forward, Caller ID, Voice Mail, 3 way calling, etc., at no additional cost.

Broadband is high-speed Internet access such as through a Cable or DSL modem. It gives you a continuous connection to the Internet at speeds much faster than dial-up. You need a broadband connection to use Telehop Home Phone to ensure the consistent high quality audio for all your calls. As a general rule, if you're getting speeds of 90 Kbps or better, you probably have a broadband connection

We recommend that you get in touch with our technical sales team to help determine your exact bandwidth requirement needs, but as a general rule of thumb, you need approximately 40kbps for a single voice call and 100kbps for a FAX call.

Bandwidth intensive applications such as file sharing and file downloading, online gaming, live streaming of video or audio and peer-to-peer sharing can cause quality issues with your voice phone calls.

Telehop Home Phone uses the same internet line as you and many other services; therefore any interruption on the internet service will affect Telehop Home Phone service.

You can keep your telephone number with Telehop’s Home Phone service provided you are within our serviceable area and your previous service provider has not terminated your service. Please visit our web site or call Telehop Home Phone Customer Care at: 1-800-209-4903 to inquire about portability of your current number.

Yes, but you must call your DSL provider and request to have your telephone and internet service to be UNBUNDLED to maintain your connections to home alarm monitoring service. Your DSL provider will then assign another number to your DSL connection and your existing phone number will become a stand alone line. This will allow us to port your existing number to our service without affecting your DSL connection. It is important that you DO NOT cancel your existing phone line until the transfer is completed which takes 4-6 weeks. If you are a new customer, we will assign you a new temporary number while your number is being ported.

The overall process for transferring your phone number can take 4-8 weeks depending on the turn around time from your current phone service provider and potentially your existing Internet Service Provider (ISP) if you subscribe to ADSL/DSL based high speed access.

We typically process your request within 1-2 business days after receiving all of the necessary information from you and submit it your current phone service provider. From this moment, it is ultimately up to your current phone company to process our request and transfer the number to us. Although, the phone companies try to complete the transfer within 10 business days, it can take much longer. Some common reasons for delays are:
• Pending balance owing
• Name or address mismatch (must match exactly as it appears on your phone bill)
• Contract obligations
• Associated features such as ADSL/DSL, Distinct Ring, Additional numbers
• Incorrect identification of the existing phone service provider
If you have ADSL/DSL high speed access, please visit www.telehop.com/homephone/dslinformation.php for additional information to help you speed up the process.

During the number transfer process, we will provide you a temporary number so that you can begin using our service immediately. When your number is transferred, your temporary number will be replaced with your ported number seamlessly. You will receive an email notification that your number has been changed.

During the number transfer process, we will provide you a temporary number so that you can begin using our service immediately. When your number is transferred, your temporary number will be replaced with your ported number seamlessly. You will receive an email notification that your number has been changed.

In rare cases, we may not be able to transfer. In this case, you may choose give up your current number and you can continue to use the temporary phone number provided by Telehop. Or, you can also keep your existing phone line with your current provider with minimal service and use our line to help you save on outgoing long distance calls.

You may request Telehop to port your existing telephone number at the time of sign up. You will be presented with a form with the necessary information during the sign up process. You may also our customer service centre at 1-800-209-4903.

Telehop offers many area codes across Canada. You may select your choices during the sign up process or call customer service centre at 1-800-209-4903.

Telehop’s Home Phone service allows our customers to keep their existing phone numbers^ saving you the trouble of notifying all of your contacts of a phone number change.

The overall process for transferring your phone number can take 4-8 weeks depending on the turn around time from your current phone service provider and potentially your existing Internet Service Provider (ISP) if you subscribe to ADSL/DSL based high speed access.

We typically process your request within 1-2 business days after receiving all of the necessary information from you and submit it your current phone service provider. From this moment, it is ultimately up to your current phone company to process our request and transfer the number to us. Although, the phone companies try to complete the transfer within 10 business days, it can take much longer. Some common reasons for delays are:

• Pending balance owing
• Name or address mismatch (must match exactly as it appears on your phone bill)
• Contract obligations
• Associated features such as ADSL/DSL, Distinct Ring, Additional numbers
• Incorrect identification of the existing phone service provider


If you have ADSL/DSL high speed access, please visit www.telehop.com/homephone/dslinformation.php for additional information to help you speed up the process.

During the number transfer process, we will provide you a temporary number so that you can begin using our service immediately. When your number is transferred, your temporary number will be replaced with your ported number seamlessly. You will receive an email notification that your number has been changed.

In rare cases, we may not be able to transfer. In this case, you may choose give up your current number and you can continue to use the temporary phone number provided by Telehop. Or, you can also keep your existing phone line with your current provider with minimal service and use our line to help you save on outgoing long distance calls.

Please check our web site for specific number portability in your area.

No. You can now maintain your current DSL service or switch to Telehop High Speed Internet service.

Switching service from your phone company to Telehop can take 4-8 weeks. While we wait for your existing phone company to transfer your number, Telehop will assign you a temporary number to serve as a secondary line. Your new phone number can be setup with an hour.

No. You are not required to take Telehop Long Distance Service. Please keep in mind that 100 Canada and US monthly Long distance minutes are already included in your Telehop Home Phone plan. Plus, we have a number of specially priced Long Distance plans that Telehop Home Phone customers will be able to take advantage of as well as bundle plans that give you added discounts if you subscribe to Telehop’s long distance services. Please note that you will not be able to use other long distance providers on Telehop Home Phone. You can still use calling cards with Telehop Home Phone to make long distance calls if you choose to do so.

You can choose a number anywhere Telehop Home Phone has service. Please keep in mind that if you choose a number that is outside of your local calling area, normal long distance, regional or local toll charges may apply for anyone who calls you depending on their telephone provider and their calling plan.

Yes. Telehop offers competitively priced International Long Distance service and 100 monthly Canada and US long distance minutes are already included in your Telehop Home Phone service. Telehop also offers Home Phone bundles with unlimited calls to North America and the Globe (up to 47 commonly called counties). For calls outside of these areas, Telehop offers low international rates. For specific rates and specials please check www.Telehop.com or call our customer service for assistance.

For specific international rates and specials please check www.Telehop.com or call our customer service for assistance.

Not at this point in time. The ability to receive and accept collect calls will be made soon.

Telehop provides a Virtual Calling Card to all Home Phone customers to make long distance calls and charge the calls to their Home Phone plan when they are away from home. Using an access number and a secure PIN, you can be sure that you can continue to make long distance calls without incurring charges for your hosts. You can even access this service from pay phones and cell phones. Telehop provides access numbers local to many Canadian cities as well as toll-free access number. All long distance calls made from the Virtual Calling Card are charged at the competitive and low standard long distance rates. For specific international rates and specials please check www.Telehop.com or call our customer service for assistance.

By registering your cell phone with Telehop’s Virtual Calling Card, you can make calls easily and securily from your cell phone without PIN numbers. Calls made from your cell phone are charged at the competitive and low standard long distance rates. Please note that these minutes are not tied to the minutes of your Home Phone service bundle. For specific international rates and specials please check www.Telehop.com or call our customer service for assistance.

Telehop offers Virtual Calling Cards with many long distance plans to save you money as compared to other calling cards. Telehop’s calling cards do not have any activation or minimum fees. Telehop provides calling cards with and without PINs. PIN-less cards can be used from phones that are pre-registered with Telehop and are automatically charged to your account. Telehop offers pre-paid cards and Virtual Calling Cards to Home Phone customers. For specific international rates and specials please check www.Telehop.com or call our customer service for assistance.

Telehop provides calling cards with and without PINs. PIN-less cards can be used from phones that are pre-registered with Telehop and are automatically charged to your account. Telehop offers pre-paid cards and Virtual Calling Cards to Home Phone customers. For specific international rates and specials please check www.Telehop.com or call our customer service for assistance.

Telehop’s Home Phone provides for both typical voicemail service which is similar to other phone companies as well as Enhanced Voicemail. Basic service allows you to listen to messages from your home phone or access them from another phone as well as the standard administration options. Enhanced voicemail allows you to receive your voicemail messages as email attachments allowing you to listen to your messages on your PC or a compatible Smartphone. You can save messages on your PC either from the web portal or the email.

Customers get the following great voice-mail features with their Telehop Home Phone service:

1. Receive voice-mail notifications by email with a '.wav' file of the message attached. Email is sent to the registered e-mail address
2. Easy access of voice-mails - through the Telehop Home Phone (*98)
3. Remote access of voice-mails - through the web-portal
4. Maximum Greeting Message length - 90 seconds
5. Maximum number of messages in mail box - 50
6. Maximum length of message in mail box - upto 3 minutes per message
7. Maximum duration for messages stored in mail box - 30 Days

Callers who attempt to call you during a service interruption will be able to leave you a Voicemail message which you can retrieve from the web interface (Account Login on www.telehop.com/homephone) or as e-mail attachment during your interruption or through your Telehop Home Phone line once your service has been restored.

Personal Web Portal allows you to manage and view your account and service details as well as view/listen to voicemails, see list of all incoming and outgoing calls, call forward your Home Phone to any number in case you forget to do it before leaving home, disable caller ID display feature, and much more.

You can log-in to your web portal by visiting https://pvn.broadtalk.info/log_in.php . You had selected your user id and password at the time of the sign up. If you need any assistance, please contact out customer service centre.

Your Telehop Home Phone service is designed to be portable. This means that you may take your Telehop Gateway anywhere where there is a public internet connection, plug in the internet and a phone set and you will be able to receive and make phone calls. However, due to the different network setup in hotels or services blocked in certain countries, there are cases when the service cannot be used in a new location.

A softphone is an application that is installed on your laptop or desktop that acts as a telephone. It uses the same Telehop’s underlying network and technology to make and receive phone calls on your PC. With your PC connected to your high speed internet, you require a headset with microphone or speakers with a separate microphone to communicate with callers.

Telehop’s Softphone for Travelers is an excellent option for those who travel a lot and want to keep in touch with family and friends back home with a phone number in an area code of your choice. All your calls will be treated the same way as if made using Telehop’s Home Phone at your home. For example, if you travel from Toronto to Montreal or Hong Kong, you can take your service with you, plug into High Speed internet there, and make calls as if you were still in Toronto (i.e. people could still reach you at your 416 # or you can call their 416 # and neither party would be charged long distance). Due to the different network setup in hotels or services blocked in certain countries, there are cases when the service cannot be used in a new location.

After signing up for this service option, you will be sent an email with a link to download the software, installation and activation instructions. It typically takes under 2 minutes to install the software.

Please refer to the simple user guide that was sent to you with the softphone installation instructions. It’s as simple as instant messaging but with better voice quality and your dedicated phone number!

As a Telehop Home Phone customer you are not limited to the local area code of the place you live any more. You can select any other area code in addition to your main telephone number that is within Telehop service area. For example, if you lived in Toronto with a 416 phone number, you could also pick another phone number from a different area code (e.g. Vancouver) to give your family and friends in Vancouver. Anyone in Vancouver will be able to call you as if you were within their local calling area without incurring long distance rates. This is in addition to your family and friends calling you locally in the Toronto area.

Currently, Telehop offers a wide selection of Canadian area codes.

You can request this additional feature at the time of the sign up or by calling customer service centre at 1-800-209-4903.

Virtual numbers are like having more than one phone number for your main Home Phone service but from any area code. Currently, Telehop offers a wide selection of Canadian area codes. Virtual numbers can not be used for making outbound calls, only incoming calls.

Telehop offers nearly all of the standard features that are available with any other local telephone provider at no extra cost. Voice mail, Call Waiting, Caller ID, Call Forwarding, 3 Way Calling / Conference Bridging and Call Detail Records features are included in your Home Phone Service. For detailed information on the features, please visit the Features section of the Home Phone web site.

Call Waiting
Caller ID display
Caller ID blocking
Call Forward
Call Forward remotely using the web
Three-way calling
VoiceMail
Enhanced Voicemail

For a limited time, Telehop is waiving the activation fee.

If you get your present phone number transferred to Telehop Home Phone, then your telephone service will be automatically terminated. This means that you will no longer have to deal with your current local telephone company. You will, however, continue to get a bill from your current phone company until your existing number has been ported over to Telehop.

If you decided to obtain a new phone number with Telehop and terminate your existing service, you will not be receiving any bills from them provided that your account with your existing phone company was in good standing.

The replacement charge for a damaged/stolen/lost Telehop Home Phone Telephone Adapter (ATA) depends on what type of adapter you opt for. If you are replacing your previous adapter, it will cost you the same you paid for the first adapter.

If for whatever reason you are dissatisfied with your service, you may cancel it anytime. Notwithstanding special promotions and offers that were in place when you signed up for the service, there are no charges for canceling your service provided you have returned your Home Phone Telephone Adapter (ATA) kit in working order. A restocking fee of $15.00 will be applied to ensure appropriate quality tests of returned equipment and to re-inventory the items. There will be no refunds on the unused portion of the service if service is cancelled in the middle of the service period as the Home Phone service is billed one month in advance.

No. The current telephone wiring in your home can be used for the service and will not need to be changed. You will install a Telehop Home Phone Telephone Adapter (ATA) to connect your existing telephones in your home to Telehop Home Phone service. If, however, you would like to use more than one existing phone jacks in your home with Telehop’s Home Phone service, then some re-wiring may be required. To save time, cost and hassle of re-wiring, Telehop recommends the use of multi-handset cordless phones.

If you have Cable High Speed Internet connection, this is possible. Please contact our technical support team for advise.

What do I do if I experience an issue with my internal wiring? While Telehop does not currently support internal wiring maintenance or repair, you can choose to either connect your telephone to another active phone jack in your home or directly to the active port on your Telehop Home Phone Telephone Adapter (ATA).

Telehop does not offer fishing installation services (running wires inside walls). If you prefer the look of wall jack that features hidden wiring you can contact many local contractors who perform this service at an additional cost.

Yes. You just have to install the Telehop Home Phone Telephone Adapter (ATA) in your home and ensure that it is connected to an Internet line and a phone set.

Because the Telehop Home Phone service is always connected to the Telehop network, your phone service will stop working as soon as your disconnection request is processed (typically within 1-2 business days).

To disconnect your Telehop service, contact the new service provider of choice to switch your current phone number to their service. Once your new provider has completed the installation you must return your Telehop ATA to Telehop within 30 days of disconnection. A technician from Telehop is not required to disconnect your service.

If you are having a problem with your Telehop Home Phone service, please call our Telehop Home Phone Customer Care at: 1-800-209-4903 or Telehop Home Phone Technical Support: 1-800-209-4997