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FAQ

1. How do I make long distance calls with Telehop Long Distance?
2. How long will it take before I am switched to my new Telehop Long Distance service?
3. How many bills will I receive, if I switch my long distance service provider?
5. What are the Calling Card access numbers?
6. How long does it take to activate my service with Telehop Long Distance?
7. Once I have signed up for Long Distance Service, how do I know when I am on the service?
8. How do I make a long distance call using Long Distance Long Distance service?
9. When will I receive my Long Distance bill?
10. Are my calls rounded to the nearest minute?
11. What is a firewall?
12. What is the Secure Socket Layer (SSL)?
13. What does the thawte Secure Site Seal indicate?
14. What does authentication mean?
15. Does Long Distance offer a Calling Card plan?
16. What does encryption mean?
17. What kind of encryption is being used on the Long Distance Web site?
18. What level of encryption does my browser support?
19. How do I get a browser with 128-bit (strong) encryption?
20. What happens if I have JavaScript turned off?
21. What happens if I have session cookies turned off?
22. Can I add more phone lines to my account?
23. Who do I call if I have a problem with my account?
24. How do I find out if Telehop Long Distance is available to me?
25. What will happen to my current local and long distance service if I register for Telehop Long Distance?
26. Can I send faxes using Long Distance?
27. Are there any commitments when I sign up with Long Distance?
28. I recently signed up for Long Distance long distance service and received my first bill from Long Distance. I also received a bill from my previous long distance provider. Why was I billed by two companies?
29. How am I billed?
30. How do I pay my Long Distance bill?
31. Are there any government taxes charged for my Long Distance long distance calls?
32. Are there any monthly fees or activation charges by signing up with World Talk?
33. What are the billing increments?
34. Will any long distance charges appear on my local phone bill?
35. Does Long Distance accept credit card payments?
36. Does Long Distance offer Calling Cards?
37. What are the billing increments for Long Distance Virtual cards?
38. What happens if I place a call and no one picks up? Will I still be charged for the call?
39. What does Long Distance do with my private information?
40. How do I know this is safe?
41. What are the billing increments for Long Distance Virtual cards?
42. What happens if I place a call and no one picks up? Will I still be charged for the call?
43. Does the Calling Card provide me with a balance of funds or minutes remaining?
44. How can I refill my Calling Card?
45. Can I cancel my Long Distance service at any time?
46. Do I have to sign up with Long Distance for any length of time?
47. Are there any contracts to sign with Long Distance?
48. How are my Long Distance calls billed?
49. My office has many employees and I want to monitor their long distance calls. Can Long Distance provide access codes?
50. I have many lines at my office. Can I switch all of them to Long Distance?
51. Can Long Distance provide detailed billing?
52. Will my fax machine work with Long Distance?
53. How long does it take to activate my service with Long Distance?
54. How am I billed for my Long Distance calls?
55. What does Long Distance do with my private information?
56. My office has many employees and I want to monitor their long distance calls. Can Long Distance provide access codes?
57. I have many lines at my office. Can I switch all of them to Long Distance?
58. Can Long Distance provide detailed billing?
59. Will my fax machine work OK on Long Distance?
60. When will I receive my Long Distance bill?
61. Are there any contracts to sign with Long Distance?
62. I recently signed up for Long Distance long distance service and received my first bill from Long Distance. I also received a bill from my previous long distance provider. Why was I billed by two companies?
63. Do I have to sign up with Long Distance for any length of time?
64. Will any long distance charges appear on my local phone bill?
65. Are there any commitments when I sign up with Long Distance?
66. How do I pay my Long Distance bill?
67. How am I billed?
68. Does Long Distance accept credit card payments?
69. Are there any government taxes charged for my Long Distance long distance calls?
70. Are there any fees or minimum usage requirements?
71. What are the billing increments?
72. Can I cancel my Long Distance service at any time?
73. What is a minimum usage charge?

Q. How do I make long distance calls with Long Distance?
A. When calling from your home phone, you continue dialing as before! For long distance calls within North America: Dial 1 + area code + telephone number For long distance calls overseas: Dial: 011 + country code + city code + telephone number

Q. How long will it take before I am switched to my new Long Distance service?
A. Generally, it takes 3-5 business days to ensure that your line has been succesfully switched onto the Long Distance network. You can check to see if you have been switched by calling 1-700-555-4141.

Q. How many bills will I receive, if I switch my long distance service provider?
A. You will receive a long distance bill from your new service provider, along with the bill you are receiving from your current company providing your local lines and other telephone services (call waiting etc.). Regardless of the number of lines or services you have with Telehop, you will conveniently continue to receive only one bill.

Q. What are the Calling Card access numbers?

Q. How long does it take to activate my service with Long Distance?
A. Once you ve registered, it will take approximately five business days for the transition to be made between your current long distance provider and Long Distance.

Q. Once I have signed up for Long Distance Service, how do I know when I am on the service?
A. To confirm that the transition has been completed, simply dial 1-700-555-4141 (toll free) and wait for the voice message recording to inform you of your current long distance carrier. If the message indicates Telehop, your Telehop Long Distance account is now active.

Q. How do I make a long distance call using Long Distance Long Distance service?
A. With Long Distance you simply dial the way you've always done! For long distance calls within North America: Dial 1 + area code + telephone number For long distance calls overseas: Dial: 011 + country code + city code + telephone number

Q. When will I receive my Long Distance bill?
A. You will receive your Long Distance monthly bill, including all call details by the second week of the following month.

Q. Are my calls rounded to the nearest minute?
A. Long Distance bills its calls by the minute and rounds the length of the call up to the next minute. For example, if a call lasts for two minutes and 15 seconds, the charge on your bill will be for three minutes.

Q. What is a firewall?
A. A system designed to prevent unauthorized access to or from a private network. Firewalls can be implemented in both hardware and software, or a combination of both. Firewalls are frequently used to prevent unauthorized Internet users from accessing private networks connected to the Internet, especially intranets. All messages entering or leaving the intranet pass through the firewall, which examines each message and blocks those that do not meet the specified security criteria.

Q. What is the Secure Socket Layer (SSL)?
A. This is a protocol developed by Netscape for transmitting private documents via the Internet. SSL works by using a private key to encrypt data that's transferred over the SSL connection. Both Netscape Navigator and Internet Explorer support SSL, and many Web sites use the protocol to obtain confidential user information, such as credit card numbers.

Q. What does the thawte Secure Site Seal indicate?
A. The thawte Secure Site Seal assures you, our online customer, that our Web business is legitimate and authentic and that all financial transactions with our site are secured by SSL encryption. The thawte Seal Verifies our identity and confirms that our organisation is a legal entity. It confirms that our organisation has the right to use the domain name included in the certificate and it verifies that the individual who requested the SSL certificate on behalf of the organisation was authorised to do so

Q. What does authentication mean?
A. Authentication essentially confirms your identity, and that the Working Web server is providing valid information. There are two parts in the authentication process. The first part is by the Secure Socket Layer (SSL). The Secure Socket Layer uses digital certificates to confirm with your Web browser that the Web server you are accessing is in fact the Web server. The second part involves your User ID and Password. This ensures your account information is only provided to the correct User ID and corresponding Password. An incorrect User ID or password will result in failure to access your account information.

Q. Does Long Distance offer a Calling Card plan?
A. Yes. Long Distance offers a Virtual Calling Card plan - You can purchase a prepaid Calling Card here; with a valid credit card. To make a call all you need the access number and PIN - you don't need a physical card to make a call. If you are existing Long Distance@Home customer, a Long Distance Virtual Calling Card is included in your long distance service at no extra cost. The same rates you enjoy on your home phone line will be accessible from any touchtone phone when you use your Long Distance Virtual Calling Card. The charges will appear on your Long Distance invoice under the Virtual Calling Card section. To add the calling card feature to your account simply call 1.888.835.3467 and speak with a Customer Service Representative.

Q. What does encryption mean?
A. Encryption ensures data privacy by adding a level of security to the data packets of information. An intercepted encrypted message makes it impractical for the interceptors to understand the contents of the message itself.

Q. What kind of encryption is being used on the Long Distance Web site?
A. Our servers supports both 40-bit data encryption and 128-bit data encryption system standard on all 4.x or greater browsers. We recommend you use 128-bit encryption as it provides an exponentially higher level of data encryption.

Q. What level of encryption does my browser support?
A. In Netscape Communicator or Microsoft Internet Explorer, you may find the current encryption level supported by your browser by accessing the Help menu and selecting About Internet Explorer or About Communicator. You can find the information pertaining to the encryption capability of your browser in the resulting information screens. Each browser states the level of encryption differently.

Q. How do I get a browser with 128-bit (strong) encryption?
A. Click on the Microsoft link to go to the Microsoft Web site and either select the 128-bit encryption patch or download a browser with 128-bit encryption. MICROSOFT LINK OR Click on the Netscape link to go to the Netscape Web site and download a browser with 128-bit encryption. NETSCAPE LINK

Q. What happens if I have JavaScript turned off?
A. If you have JavaScript turned off, you will not be able to open new browser windows or use drop-down menus. You will also be unable to sign up for our services. By default, most browser settings have JavaScript turned on.

Q. What happens if I have session cookies turned off?
A. "Cookies" are data files saved from a web site to your computer to help the site identify your preferences and more effectively serve pages to your browser. To successfully upgrade your browser, both the Microsoft and Netscape web sites require that cookies be ENABLED in your browser. Both the Internet Explorer and Netscape browsers enable cookies by default and you shouldn't have any trouble with them. However, If you've disabled cookies for any reason, you must enable them prior to upgrading your browser.

Q. Can I add more phone lines to my account?
A. You can add as many lines as you want during the signup process, or after your account is created. You can add additional phone lines to your account by calling customer service @ 1.888.TELEHOP

Q. Who do I call if I have a problem with my account?
A. Call us toll-free at 1.888.TELEHOP(835.3467) and speak to one of our helpful and informed customer service reps. Our customer service centre is open from 7:00am to 12:00am Monday to Thursday , Friday 7:00am to 10:00 pm. Saturday 9:00am to 5:30pm and closed Sunday (EST). Please send all faxes to 1.866.310.8831.

Q. How do I find out if Telehop Long Distance is available to me?
A. 1+ Long Distance is available in all provinces, with most major local carriers. It is available for both business and residential lines. For more information or to confirm that Long Distance Long Distance service is available to you, please contact our customer service office @ 1.888.TELEHOP(835.3467) or look under Availability on the website. Availability

Q. What will happen to my current local and long distance service if I register for Telehop Long Distance?
A. There will be no change to your local service but any long distance services you are currently receiving from other carriers will be cancelled, except for any dial-around or access number based services. You may need to call your current long distance provider and cancel your service if you're on a monthly service plan with them.

Q. Can I send faxes using Long Distance?
A. Absolutely. Long Distance Long Distance can be used on either a fax or standard telephone line.

Q. Are there any commitments when I sign up with Long Distance?
A. No, there are no commitments when you sign up with Long Distance.

Q. I recently signed up for Long Distance long distance service and received my first bill from Long Distance. I also received a bill from my previous long distance provider. Why was I billed by two companies?
A. Yes, you could receive two bills the following month after switching to Long Distance. Your previous long distance provider is just completing their billing cycle and you have received your first Long Distance bill. Please review both statements to ensure there are no duplicate calls.

Q. How am I billed?
A. Long Distance's billing cycle runs from the first day of the month to the last day of the month. By the second week of every month, you will receive a detailed bill of all your long distance calls placed in the preceding month. Your monthly bill will be sent to you by e-mail, to the email address you have provided us. Long Distance encourages customers to be environmentally friendly by subscribing to our e-billing service. If you require a paper bill there is a monthly charge of $1.99 that will be applied to your account, but will be waived if you choose billing by a monthly pre-authorized payment plan.

Q. How do I pay my Long Distance bill?
A. You can pay your Long Distance bill by either pre-authorized credit card, pre-authorized chequing (Electronic Funds Transfer or EFT), On-line Bank Payment, Telephone Banking or by cheque. If you choose to make payments by EFT, please provide Long Distance with a copy of a voided cheque.

Q. Are there any government taxes charged for my Long Distance long distance calls?
A. Yes, your Long Distance long distance calls will be charged taxes and these will be clearly indicated on your monthly bill. Depending in which province you reside, you will be billed for Provincial tax, Federal tax and/or Harmonized tax.

Q. Are there any monthly fees or activation charges by signing up with World Talk?
A. There are no monthly fees or activation charges associated with signing up with World Talk. However, a minimum monthly usage charge* will apply. *See What is a minimum usage charge?

Q. What are the billing increments?
A. Long Distance bills its calls by the minute and rounds the length of the call up to the next minute. For example, if a call lasts for two minutes and 15 seconds, the charge on your bill will be for three minutes.

Q. Will any long distance charges appear on my local phone bill?
A. Long Distance invoices directly on a separate Long Distance bill, sent to you by email or by regular mail. Any long distance charges on your local bill would appear if you have used an alternate dial around service or some feature provided by your local phone company.

Q. Does Long Distance accept credit card payments?
A. Yes, Long Distance accepts MasterCard, Visa and American Express.

Q. Does Long Distance offer Calling Cards?
A. Yes. They are called Long Distance Anywhere or Virtual Calling Cards - to make a call all you need the access number and PIN - you don't actually need the physical card to make a call. You can purchase prepaid Virtual Calling Cards here; all you need is a valid credit card. If you are existing Long Distance@Home customer, Long Distance Virtual Cards are included in your long distance service at no extra cost. The same rates you enjoy on your home line will be accessible from any phone when you use your Long Distance Virtual Calling Card. The charges will appear on your Long Distance bill statement under the Virtual Calling Card section. To add the calling card feature to your account simply call 1.888.835.3467 and speak to a Customer Service Representative.

Q. What are the billing increments for Long Distance Virtual cards?
A. Long Distance Virtual Calling Card minutes are billed in full one-minute billing increments.
Minutes will expire 60 days from activated date. Effective March 1, 2006

Q. What happens if I place a call and no one picks up? Will I still be charged for the call?
A. No. With Long Distance Long Distance you will only pay for calls that are connected. However, this includes connections to answering machines and voice mail.

Q. What does Long Distance do with my private information?
A. Customer Care will collect and maintain personal information only for the following purposes: to provide service(s) and/or product(s) to its customers; to maintain commercial relations and to communicate with its customers (which will include, but not be limited to: billing, collection, advertising, promotion, account verification);to meet legal and regulatory requirements; to administer and manage its business operations. � Social Insurance number, Drivers License Number and Date of birth are collected to determine the credit worthiness of the customer when obtaining a credit report. � Credit card information, payment information and banking information is collected to perform the credit check and upon consent from the authorized person to pay for the services/products as utilized by customer and driven by the contract. � Usernames, passwords and PIN numbers will be collected from customers to provide service. � Internet usernames and passwords will be collected at the time of sign-up in-order to provide service.

Q. How do I know this is safe?
A. 1. Only Telehop Customer Care with a business need to know, and others whose duties reasonably so require, are granted access to personal information about customers. 2. Customer Care shall keep personal information only as long as it remains necessary or relevant for the identified purposes or as required by law. 3. Personal information that is no longer necessary or relevant for the identified purposes or required to be retained by law shall be destroyed, erased or made anonymous. 4. Customer Care will protect personal information against loss or theft, as well as unauthorized access, disclosure, copying, use, or modification. 5. Customer Care is fully aware of the importance of maintaining the confidentiality of personal information. Team members shall be governed by a non-disclosure agreement prohibiting disclosure or use of any confidential or personal information for any purposes other than the stated business purposes. 6. Telehop Customer Care will use care in the disposal or destruction of personal information to prevent unauthorized parties from gaining access to the information.

Q. What are the billing increments for Long Distance Virtual cards?
A. Long Distance Virtual Calling Card minutes are billed in one minute billing increments.

Q. What happens if I place a call and no one picks up? Will I still be charged for the call?
A. No. With Long Distance Long Distance you will only pay for calls that are connected. However, this includes connections to answering machines and voice mail.

Q. Does the Calling Card provide me with a balance of funds or minutes remaining?
A. Yes, each time you dial the access number you will be informed of your remaining funds. Once you dial the destination number, your remaining minutes will also be indicated.

Q. How can I refill my Calling Card?
A. You can call Customer Service at 1.888.835.3467 and request for your Calling Card to be topped with an amount of your choice. Just have a valid credit card ready and your account will be updated in minutes!

Q. Can I cancel my Long Distance service at any time?
A. Yes, you can cancel your Long Distance service at any time without incuring any penalties or cancellation fees.

Q. Do I have to sign up with Long Distance for any length of time?
A. No, you do not have to sign up with Long Distance for any length.

Q. Are there any contracts to sign with Long Distance?
A. No, there are no contracts to sign with Long Distance.

Q. How are my Long Distance calls billed?
A. All calls are billed at a minimum of 30 seconds, 6 second increments.

Q. My office has many employees and I want to monitor their long distance calls. Can Long Distance provide access codes?
A. Yes, Long Distance can supply access codes so you can provide each user a personal code to connect any long distance call.

Q. I have many lines at my office. Can I switch all of them to Long Distance?
A. Yes, You can have as many lines as you like on the Long Distance business plan. You monthly bill will indicate all calls made from each line.

Q. Can Long Distance provide detailed billing?
A. Yes, Long Distance will provide all details on your monthly bill - including originating phone number, destination number, duration and time of call.

Q. Will my fax machine work with Long Distance?
A. Fax service will work fine with Long Distance. Please contact our technical department should you have any issues.

Q. How long does it take to activate my service with Long Distance?
A. Once you ve registered, it will take approximately five business days for the transition to be made between your current long distance provider and Long Distance.

Q. How am I billed for my Long Distance calls?
A. All calls are billed at a minimum of 30 seconds, 6 second increments.

Q. What does Long Distance do with my private information?
A. Customer Care will collect and maintain personal information only for the following purposes: to provide service(s) and/or product(s) to its customers; to maintain commercial relations and to communicate with its customers (which will include, but not be limited to: billing, collection, advertising, promotion, account verification);to meet legal and regulatory requirements; to administer and manage its business operations. � Social Insurance number, Drivers License Number and Date of birth are collected to determine the credit worthiness of the customer when obtaining a credit report. � Credit card information, payment information and banking information is collected to perform the credit check and upon consent from the authorized person to pay for the services/products as utilized by customer and driven by the contract. � Usernames, passwords and PIN numbers will be collected from customers to provide service. � Internet usernames and passwords will be collected at the time of sign-up in-order to provide service.

Q. My office has many employees and I want to monitor their long distance calls. Can Long Distance provide access codes?
A. Yes, Long Distance can supply access codes so you can provide each user a personal code to connect any long distance call.

Q. I have many lines at my office. Can I switch all of them to Long Distance?
A. Yes, You can have as many lines as you like on the Long Distance business plan. You monthly bill will indicate all calls made from each line.

Q. Can Long Distance provide detailed billing?
A. Yes, Long Distance will provide all details on your monthly bill - including originating phone number, destination number, duration and time of call.

Q. Will my fax machine work OK on Long Distance?
A. Fax service will work fine with Long Distance. Please contact our technical department should you have any issues.

Q. When will I receive my Long Distance bill?
A. You will receive your Long Distance monthly bill, including all call details by the second week of the following month.

Q. Are there any contracts to sign with Long Distance?
A. No, there are no contracts to sign with Long Distance.

Q. I recently signed up for Long Distance long distance service and received my first bill from Long Distance. I also received a bill from my previous long distance provider. Why was I billed by two companies?
A. You could receive two bills the following month after switching to Long Distance. Your previous long distance provider is just completing their billing cycle and you have received your first Long Distance bill. Please review both statements to ensure there are no duplicate calls.

Q. Do I have to sign up with Long Distance for any length of time?
A. No, you do not have to sign up with Long Distance for any length.

Q. Will any long distance charges appear on my local phone bill?
A. No. Long Distance invoices directly on a separate Long Distance bill, sent to you by email or by regular mail. Any long distance charges on your local bill would appear if you have used an alternate dial around service or some feature provided by your local phone company.

Q. Are there any commitments when I sign up with Long Distance?
A. No, there are no commitments when you sign up with Long Distance.

Q. How do I pay my Long Distance bill?
A. You can pay your Long Distance bill by either pre-authorized credit card, pre-authorized chequing (Electronic Funds Transfer or EFT), On-line Bank Payment, Telephone Banking or by cheque. If you choose to make payments by EFT, please provide Long Distance with a copy of a voided cheque.

Q. How am I billed?
A. Long Distance's billing cycle runs from the first day of the month to the last day of the month. By the second week of every month, you will receive a detailed bill of all your long distance calls placed in the preceding month. Your monthly bill will be sent to you by e-mail, to the email address you have provided us. Long Distance encourages customers to be environmentally friendly by subscribing to our e-billing service. If you require a paper bill there is a monthly charge of $1.99 that will be applied to your account, but will be waived if you choose billing by a monthly pre-authorized payment plan.

Q. Does Long Distance accept credit card payments?
A. Yes, Long Distance accepts MasterCard, Visa and American Express.

Q. Are there any government taxes charged for my Long Distance long distance calls?
A. Yes, your Long Distance long distance calls will be charged taxes and these will be clearly indicated on your monthly bill. Depending in which province you reside, you will be billed for Provincial tax, Federal tax and/or Harmonized tax.

Q. Are there any fees or minimum usage requirements?
A. No. There are no fees associated to signing up for Long Distance, no minimum usage requirements and you only pay for the minutes that you use.

Q. What are the billing increments?
A. Long Distance bills its calls by the minute and rounds the length of the call up to the next minute. For example, if a call lasts for two minutes and 15 seconds, the charge on your bill will be for three minutes.

Q. Can I cancel my Long Distance service at any time?
A. Yes, you can cancel your Long Distance service at any time with incurring any penalties or cancellation fees.

Q. What is a minimum usage charge?
A. A minimum usage charge is a monthly administrative charge of $2.99 (plus applicable taxes) applied to Long Distance@Home accounts. It will appear on your bill as a  Monthly minimum charge. This charge will only be applied if your total monthly usage is less than the minimum $2.99.
For example: If your total charges for the month are $2.00 (before taxes), an additional $0.99 will be charged in order to reach the minimum usage of $2.99/month.
Your account will not be charged the minimum $2.99/month if you meet or exceed this amount or if there was zero long distance usage for that month. Also, customers with World Talk monthly flat rate plans will not incur this charge.