Contact UsContact Us      Customer SupportSupport      Agent Log InAgent Log In

Help and Support

Find answers to frequently asked questions about our long distance services or talk to us and we'd be happy help.

Long Distance FAQs

Q: How do I use Telehop's long distance service?

A: 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.

Q: How will I know when my service is active?

A: Switching over to Telehop takes about 3 to 5 business days. You can verify the switch has been completed by calling us at 1-700-555-4141 and if you hear the recording, your service is now active on the Telehop network. If you do not hear the recording after 5 business days, please contact customer service.

Q: Do you require a contract or switching providers?

A: 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.

Q: Are there minimum usage fees?

A: Telehop offers prepaid billing to all new customers with no minimum usage fees. Customers currently on a monthly 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 will waive this fee. No usage = No fee.

Q: Can I use your long distance service on my cell phone?

A: 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.

Q: Are rates different when calling landlines and cell phones?

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

Q: What billing increments do you use?

A: All calls are billed by the minute increments.

Q: Can I use my long distance plan outside of Canada?

A: 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.

Q: Will your service work with my security system?

A: 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.

Q: Can I use your long distance service to send a fax?

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

Q: Can I call using unregistered phone numbers?

A: Yes you can, if you use our local access dialing number to make calls from unregistered phone numbers. 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.

Q: What happens if I forget my account number?

A: No problem, just call our customer service at 1-888-848-9466 for assistance.

Billing FAQs

Q: What is a pro-ration charge?

A: 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.

Q: What methods of payment does Telehop accept?

A: Telehop accepts payment from major credit cards including Visa, MasterCard, and American Express. For monthly billing customers, we also accept preauthorized debt payments for most major financial institutions. Please contact a Telehop customer service representative at 1-888-846-7654 for more information.

Q: How do I pay my bill?

A: You can conveniently pay your bills online, by phone or by mail.

Q: How can I check my monthly usage?

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

Q: What will my first bill look like?

A: For monthly billing customers, your first bill may look confusing, don't worry we are here to make things clear. On your first month's 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. For prepaid monthly bundle customers, your billing cycle begins on the day you sign up for our service. Your payment method is charged automatically on the same day each month and will include taxes. There are no overages - once you exceed your allotted monthly minutes, you will have to add funds to your account to be able to continue using our long distance service until your next billing cycle refreshes. Your billing date will fall on the same day each month. Some exceptions may apply if it falls on Days 29, 30 or 31, as the number of days vary from month to month.

Q: When is my billing due date?

A: Telehop's billing due date is on the 21st of each month.

Q: How does Telehop protect my payment information?

A: 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.

Q: Can I use your long distance service to send a fax?

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

Q: Who should I contact for billing disputes?

A: 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.

Live Chat Software