Simply dial Telehop’s 10-10 (100 or 620) service followed by 1 for North American calls or 011 for international calls followed by the number you wish to call. Telehop’s 10-10 service can only though a landline phone. All charges will appear on your home phone bill.

There are no contracts or switching phone companies to use Telehop’s 10-10 service.

Yes, customers can continue to use their long distance package in conjunction with Telehop’s 10-10 service. However service is limited to landline telephones and selected cell phone providers. Please refer to our service availability map for more information.

Telehop’s 10-10 service can only be used from traditional landline telephones. Unfortunately our 10-10 service does not work with VoIP phone services including  Telehop’s home phone service.

For many countries the landline and cell phone rates are different, please refer to our rate finder chart for more information.

Telehop’s 10-10 service is billable by the minute unless you are calling a country that offers unlimited minutes.

Presently, Telehop’s 10-10 services are available only in Canada and on landline and selected cell phone providers. Please refer to our service availability map for more information.

If a call does not connect, Telehop will not charge you. Telehop only charges for connected calls including voicemail, and answering machines. If you have any questions please contact our customer service representative at 1-888-835-3467.

Yes, you can send a fax using Telehop’s 10-10 service simply follow the same steps as if you were making a call.

Making long distance calls with Telehop’s long distance service is as simple as picking up your phone and dialing 1 for national or 011 for international long distance calls. Switching over to Telehop take about 3 – 5 business days. Once the change over has been completed, Telehop will send you notification or you can call us at 1-700-555-4141 to check for yourself.

No contracts are required to use Telehop’s long distance service, however you will have to change from your current service provider to use our rates. Please note access dialing service is available to customers using VoIP services from other carriers.

Customers on a per minute plan will be charged a $2.99 minimum usage fee on the first call of the month, if the total monthly bill is below $2.99. If your monthly bill is greater than $2.99 Telehop waive this fee. No usage = No fee.

Yes, you can use your cell phone to make long distance calls. Just dial your local access number and follow the prompt. For more information about local access numbers please visit our long distance availability page.

For many countries the landline and cell phone rates are different, please refer to our long distance rate finder chart for more information.

All calls are billed by the minute increments.

Telehop’s long distance plans are available in selected areas in Canada and the USA. To make a call from the USA please enter 1-866-848-9466, followed by your PIN number followed by the number you wish to call. Please refer to our service availability map for more information.

In many cases Yes, Telehop’s home phone is designed to work like a traditional landline phone and work with your security system. Please call your alarm service provider to determine if there service is VoIP compatible.

Yes, you can send a fax using Telehop’s long distance service simply follow the same steps as if you were making a call.

Yes, you can use your access dialing number to make calls from non-registrar phone. To do this, enter your local access number, followed by your account number (10-digit), followed by your PIN number (4-digits), followed by the destination number to complete your call. All charges will appear on your Telehop bill.

If you forget your account number, kindly call a Telehop customer service representative at 1-888-848-9466 for assistance.

Simply dial #100 followed by the (send/talk) button to connect the call. Wait until you hear the prompt and begin dialing your destination number beginning with 1 or 011 for international calls followed by your destination number.

There are no contracts, however Telehop’s #100 is only availability to TELUS mobile and TELUS Pay & Talk customers.

Yes, customers can continue to use their long distance package in conjunction with Telehop’s #100 service.

For many countries the landline and cellphone rates are different, please refer to our #100 rate finder chart for more information.

Telehop’s #100 service is billed by rounding up to nearest whole minute.

Telehop’s #100 service is available only in Canada and available through selected mobile carriers including TELUS mobile, Koodo mobile and TELUS Pay & Talk. Please refer to our service availability map for more information.

If a call does not connect, Telehop will not charge you. Telehop only charges for connected calls including voicemail, and answering machines. If you have any questions please contact our customer service representative at 1-888-835-3467.

In order to use Telehop’s home phone service, you will need to following:

- High-speed connection;
- A billing and shipping address in Canada;
- Telehop ATA phone adapter;
- A touch-tone phone;
- Someone to call.

For instructional home phone setup guide, please click here.

Telehop’s home phone service use VoIP technology that bridges your internet and home phone service together. Telehop’s home phone service offers the same quality and features as your traditional landline at a lower cost. However if you internet is down, your home phone will also be down.

Telehop’s home phone service is more secure than traditional landlines. To protect your privacy, Telehop divides your conversation into pieces called packets. These packets are sent over the Internet and reassembled at the listener’s end. Packets contain no meaningful identifiers. Each packets takes a different random path over the Internet and will travel only to the intended location (the listener). This means conversations cannot be tap or packets cannot be redirect elsewhere.

Yes, to setup multiple handsets you need to purchase a multi cordless phone system that connects handsets to one master base. Telehop recommends using a cordless phone system DECT 6.0 or higher frequency.

Telehop recommends that you have access to high-speed internet before subscribing to our home phone service. Telehop’s service takes up very little bandwidth and will not affect your internet service when surfing and talking. As a general rule of thumb, you need 40Kbps for a single voice call and 100Kbps for a fax.

You cannot keep your current long distance service provider if you switch your home phone service over to Telehop. By switching to Telehop you will be automatically assigned our low long distance rates.

Yes. However, please note:

- 9-1-1 emergency calling using the Telehop’s home phone service provides a more limited form of 9-1-1 emergency calling than that available using traditional landlines. Be prepared to provide your location and call back number to the operator who answers the 9-1-1 call since the operator may not have this information. The Telehop home phone service will not automatically provide the operator with your correct address and telephone number.

- When making a 9-1-1 emergency call, do not hang up until requested to do so, and if you are prematurely disconnected you must call back.

- Provide your address and telephone number information on or immediately next to all telephone sets attached to the Telehop home phone service. This way, all potential users of the Telehop’s service can properly provide the operator with the appropriate information in an emergency.

- 9-1-1 emergency calls will not be available during a power outage and will not be available during an Internet service outage.

- 9-1-1 emergency calls made from locations outside of Canada cannot be completed by the operator. When using the Telehop’s home phone outside of Canada, you must use an alternate landline service to dial 9-1-1.

- Be sure you fully understand the limitations of 9-1-1 emergency calling using Telehop’s home phone service and make sure all other potential users of the service are also aware of these limitations.

Be sure to apply your supplied 911 sticker to your home phone handset and follow the instructions in an emergency.

In order to provide you better service and improved performance we have added exciting new features to your Telehop Home Phone voice-mail service. Please find the new features below.

Your voice-mail now allows you to

- Get messages from your Home Phone by dialing *98

- Get voice-mail notification with message attachment e-mailed to your registered e-mail address

- Get remote access to your voice-mail – through any phone with a local access number

- Get remote access to your voice-mail – through the web-portal

- Save up to 50 messages in your Message box

- Store messages up to 30 days

- Messages can be as long as 3 minutes

The above changes will come into effect starting November 15th 2008. Please save any important messages that are older than 30 days on your PC’s hard drive. You can find copy of your messages in your email Inbox.

Yes, you can keep your existing telephone number with Telehop’s home phone service. The function known as number porting can take 2 – 8 weeks depending on the turn around time from your current service provider. Telehop process all customer’s information within 1 – 2 business days from receiving. Some delays in number porting can be due to the following:

- Pending balance;

- Incorrect name or address;

- Contract obligations;

- Incorrect identification of your current service provider.

During the number porting process, Telehop will provide you a temporary number to serve as your second line until the process is complete.

In rare cases, we may not be able to transfer. If this happens, you can choose to give up your current number and keep the temporary number provided by Telehop. Or, you can keep your existing phone line with your current provider and use our long distance service.

Telehop offers free Canadian telephone numbers to our clients. Simple call a customer service representative at 1-888-835-3467 to learn more.

No connection is required, a technician will come by and setup everything for you.

For instructional internet setup guide, please click here.

DSL is delivered over a standard telephone line, while cable requires cable television service. In both cases, the lines can handle other transmissions in addition to Internet service. For example, you can use your telephone to make and receive calls while online with DSL, because DSL utilizes separate frequencies from telephone communications. Similarly, you can watch television while online with cable Internet service.

If your modem lights or the modem is not functioning property please reset your modem. To do this you must push a paper clip into the Reset hole (located at the back of the modem) for at least 10 seconds. It will cause the modem to reset to factory default for all settings and then reboots the modem.

Note: If you press the Reset button for only one or two seconds it will only reboot the modem.

Only the following modems can be used with Telehop’s internet service:

If you wish to use your own modem, please call a customer service representative at 1-888-835-3467 and provide your MAC ID number and customer serial number (5-digits), found on the bottom of your modem.

Currently, you cannot view your data usage online, however Telehop is working to add this feature to your web portal.

Please contact our customer service representatives at 1-888-891-5496 for username and password reset.

Yes, if you’re moving within the next 30 days you can move your existing Telehop high-speed internet service quickly and easily online provided that your new postal code falls within the Telehop service footprint. Telehop charges a one-time moving fee of $65.00 to transfer your service. For more information, please contact a customer service representative at 1-888-891-5496.

WPA-PSK means WiFi Protected Access – Pre-Shared Key. It is a wireless encryption standard that is more secure than WEP (Wired Equivalent Privacy) and requires a pass phrase between 8 and 63 characters in order for wireless devices to connect securely to the Internet. WPA2-PSK (Wifi Protected Setup – Pre shared key) is the latest version of WPA-PSK with enhanced security standards like AES (Advanced Encryption Standards) encryption.

Windows Firewall: The built-in firewall included with Microsoft Windows XP SP2 and higher offers protection against many types of incoming traffic. While better than having no firewall at all, it does not provide outbound traffic protection. If you choose to use the Windows Firewall, please follow the directions below for your Operating System:

Most of the common features are available in the Cisco Connect Software. Advance users can log into the modem administration portal by following these instructions:

- Connect computer to the modem (preferably with Ethernet cable).
- Go to the address line of the Internet browser.
- Input 192.168.0.1 and press Enter
- The modem administration portal screen will show up and ask for username and password.
- If you have installed the Cisco Connect Software, you can launch it to get login information by clicking Advanced Settings under Home Networking Modem Settings:
Username: cusadmin
Password: same as your WiFi network password

If you haven’t installed the Cisco Connect Software, you can use the following default username and password to log in to modem administration portal:
Username: cusadmin
Password: password

Log into the gateway configuration page and follow these simple instructions:

- Under Applications and Gaming click on Port Range Forwarding.
- Enter the Start and End port numbers that you would like to open up.
- Choose a protocol type from TCP or UDP. If you are not sure, select Both.
- Enter the Local IP Address of the networking device that will accept the traffic.
- Put a check mark in Enable check box to enable port forwarding.

Click Save Settings to save the port forwarding settings.

To reset your cable modem, push a paper clip into the Reset hole (located at the back of the modem) for at least 10 seconds. It will cause the modem to reset to factory default for all settings and then reboots the modem.

Note: If you press the Reset button for only one or two seconds it will only reboot the modem.

A pro-ration charge is a partial charge for services rendered part way within a month. This charge is common for a customer who signs up for our service mid-billing cycle. Instead of charging you a full month of service, we only charge you for the time you have used.

For customers who sign up on or after the 1 of November 2011, your bills are due on the 21^st of the following month.

Telehop accepts payment from major credit cards including Visa, MasterCard, and American Express. We also accept preauthorize debt payments for most major financial institutions. Please contact a Telehop customer service representative at 1-888-846-7654 for more information.

You can pay your bills in the following ways: online, by phone or by mail.

Charges for using Telehop’s 10-10 service will be reflected on your regular home phone bill under the heading OTHER CARRIER MESSAGE – TELEHOP. Your bill will include the date, time and calling destination of all calls made. Please remit all payments to your local home phone service provider.

Should you have any questions or concerns about your bills please contact Telehop’s billing department at 1888-835-3467 or email us at billquary@telehop.com

Account balance can be verified using our automated toll free service 1-866-674-2259.

Your first bill may look confusing, don’t worry Telehop is here to make things clear. On your first months bill, you will see a pro-ration charge of the current month of service plus one month of future service. A pro-ration charge is defined as partial charge for services rendered within a month. The future month charge is standard practice for all companies that bill one month in advance.

Telehop accepts the following payment methods including:

- Visa
- Master Card
- American express
- Direct deposit from your financial institution.

For more information about these or any other payment options, please contact a customer service representative at 1-888-835-3467.

Telehop’s billing due date is on the 21st of each month.

The information submitted on our web site is protected by the highest level of industry-standard SSL encryption. All of the credit card or chequing account information received by Telehop is encrypted and stored on our secure billing servers.

Should you have any questions or concerns about your bills please contact Telehop’s billing department at 1888-835-3467 or email us at billquary@telehop.com.