• What are the advantages of using your service over my current line?
• What are the differences between your phone service and my current phone line?
• Do I have to pay a deposit on the Phone Adapter?
• Is there a setup or activation fee?
• What are your Long Distance Rates?
• What do I need to have to use your service?
• What type of High Speed Internet will work with VOIP Canada Broadband Phone?
• Can I use your service with a dial-up Internet connection?
• Is it very complicated to install?
• My Cable/DSL Provider offers a Lite service, will VOIP Canada Broadband Phone work with this type of broadband connection?
• Will my phone line work if my computer is turned off?
• Will I be able to surf the Internet and use the phone at the same time?
• Can I keep or transfer my current number?
• Can I make 911 or 411 calls?
• How long does it take to get my phone line activated?
• What happens if I move?
• What happens if I travel?
• What is VOIP (voice-over-ip) phone service?
• What is the Caller ID or ANI callback?

• I am unable to obtain an IP through Telus
• I am in a country that blocks voip ports. Can I use your service?
• Sometimes the voice of the person I am speaking to sounds choppy or broken up. Why? What can I do?
• There is no dial tone and I can not make a call. What should I do?
• What is your SIP proxy address?
• What codecs does your service support?
• How much bandwidth do I need? How fast does my connection to the Internet need to be in order to use the service?

• How do I check my Voicemail?

• How do I add call features to my phone line?
• Can I have more than one phone line?

General

The main advantage of using our service is SAVINGS. Compared to traditional phone lines, you can save up to 90% per month. Another big advantage is portability. With VOIP Canada, you can get phone service, anywhere in the world as long as you have broadband internet access. This means, you can move anywhere, anytime you want. If you move a lot, you will no longer have to pay for expensive setup and moving charges. If you travel a lot, you will no longer have to pay long distance charges to call home.

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Our phone service works virtually the same way as your phone current service. It has the same selection of call features and works with any a standard phone set. It is a lot cheaper than your current phone service and you will also save on long distance. Best of all, our phone service is PORTABLE, which means you can bring your phone line with you to anywhere you go. All you need is a High Speed Internet connection and you will be able to get phone service, anywhere in the world.

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Yes. The Phone adapter is rented from us at $10.00 per month. Or, you can purchase a new adapter, or you can use our softphone for free.

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There is no setup fee at this time.

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You only need 2 things:
a) High speed internet access
b) a phone adapter or a softphone (free)

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VOIP Canada Broadband Phone works with any high speed internet connection including Cable or ADSL.
 

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No. Our phone service requires an "ALWAYS -ON" Internet connection.

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Not at all. You simply connect your existing phone to your ADSL/cable modem using our adapter. Then plug in the device to a power socket and you're ready to go! It takes only a few minutes to setup. If you are going to use a softphone, simply install the software, enter your username and password and you are ready to go.
 

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Yes. Even though Lite, or entry level, broadband connections are slower than regular broadband service there is still enough speed to support a VOIP Canada Broadband Phone phone call without any sacrifice in quality.

However it is important to note that many Lite broadband connections may only allow one device to connect to the internet at a time. In such cases you will need a router (~$60 CAD) to allow multiple devices to connect to a Lite connection. Routers also provide firewall protection to your network from hackers and many viruses. Shaw Lite is an example of a broadband connection which only allows one device to connect.

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If you are using a phone adapter, VOIP Canada does not rely on your computer to function. In fact, you don't even need a computer for your phone service to work. If using a softphone, your computer will need to be on. When your system or adapter is off, all calls go to voicemail.

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Absolutely. Your phone service is not related to your computer at all.

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Number portability is available in most areas. Please contact us to check your number.

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911 Service is included. 411 Service is not available at this time.

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You will need to get a Broadband Phone adapter. If you would like to get started immediately, download our softphone and you can start making calls right away.

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You simply unplug your phone & our adapter and plug it into your new home's high speed Internet line and you will get a dial tone immediately. Anyone who calls you at your number will get through to you at your new location. You do not need to configure anything. There is no need for any technician visits. There are no move fees. You will need to update your 911 Contact Information with us.

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You simply bring your adapter along, plug it into your hotel's high speed Internet line and into your phone there. You will instantly get a dialtone. You can call anyone in home area code. Anyone in your home area code can reach you at your same home number. These calls are considered 'local' and there are no long distance charges. You can place a Callback call. Ask us for details. You can use the softphone on your laptop.

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This is an application that enables you to make quality phone calls through the Internet. To make this possible you need an Internet connection and either a Softphone, an Internet Phone adaptor or an IP phone. The Softphone is free and you can download it anytime. The adaptor and IP phone you can purchase at our online store or any number of online sellers.

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This is a service that allows you to initiate phone calls from your mobile or fixed line that passes the caller ID internationally. Just dial the caller ID callback access number and hang up. We “grabâ€Â your caller ID and call you right back. You will then hear a message to enter your PIN and destination number. Please note that this option will not work if your caller ID is not passed or if is not complete.

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Installation

Telus ADSL only allows internet access to registered MAC addresses. Since the CPE will have a different address from the computer, it will need to be added to the customer's Telus ADSL account. Only the customer can do this. This can be done by the customer himself at: http://oca.bc.hsia.telus.net If the customer forgot his/her Telus ADSL account, he can call the telus support number listed there. If the customer does not know how to do this him/herself, get their Telus account username and password, and do it for them: Step 1: Login at http://oca.bc.hsia.telus.net


Step 2: Click on 'Manual Registration and Administration of PC's and devices'.


Step 3:

• If the page is blank, click on the 'get update' button.
• There will normally be 2 IP addresses per Telus ADSL account, and the first dynamic address will normally be used already (for the customer's PC). You can tell it's in-use because the mac address field has stuff (eg: 0:8:2:38:73:16)
• Find the unused address - the field that says '0:0:0:0:0:0'. Change that to the MAC address of the customer's SIPURA/Grandstream box.
  NOTE: The SIPURA/Grandstream shows MAC addresses as a single line of digits and alphabets. But the Telus page wants it in delimited format. Simply insert ':' every 2 characters. For example: If the SIPURA MAC address is '000E08BAF362', you will enter into the Telus page '00:0E:08:BA:F3:62'.
• After putting in the SIPURA's MAC address, hit 'Submit'.
• To confirm that the update worked, you can hit 'Get Update' again. It should show the MAC address. Note: Telus page will sometimes omit the '0' when it shows a MAC address (in our above example, it will show '0:E:8:BA:F3:62')
• Powercycle the SIPURA. Telus MAC address updates should take effect in a minute or so.

You can download our Tunnel Client software and install on your PC. It should open blockades most of the time.

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This can be caused by a variety of problems. The most common is poor Internet connection quality or lack of bandwidth.

Very often what is sold as a High Speed or Broadband connection is not up to the task of transmitting voice packets in a timely or reliable manner. Problems such as high latentcy (slow delivery of packets) or packet loss (actual dropping of voice data) can be seen from time to time on some provider’s networks. These problems will be heard by you on your IP phone call long before they are noticed for other data activities like checking email or web browsing.

To track down where the problem is coming from, you can use packet tracing software to reveal network bottlenecks and get them reported to your ISP. We recommend a product called Ping Plotter. You can download a free trial version at http://www.pingplotter.com

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You can do the following check items:

• If you have a PC connected to internet, verify first that you have internet.
• Make sure all cables are connected.
• Turn off Router/Modem and voip device for 3 minutes. Power up the Router/Modem first. After 2 minutes, powers up the voip device. Within 30 seconds you should have dial tone.
• Make sure your voip device is connected DIRECTLY to the router and not to a hub or a switch.
• Turn off SPI firewall function on your router.
• Make sure UDP ports 5060-5069 & 16384-16482 are all open.
• If you are in a country where voip ports are blocked, download and install for free our Tunnel Client/ Un-Blocker.

SIP proxy/server depends on your location, US, Canada or other parts of the world. We provide that information when you sign up your account.

We support G711, G729 codecs.

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If you have our Sipura device, we recommend you have 256/128 kbps as a minimum.   If you using IP phone or one line ATA, we recommend you have 128 kbps as a minimum.  

If you are using our Softphone product, it would work on both minimum available broadband connection and Dialup speed as well.

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Voicemail

Press *98 and enter your phone number and password. Or, from your device, press *97 and your password.

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Features

Contact our office by phone or email. We will review your setup and make the changes you require.

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Yes. If you have a 2, 4 or 8 line adapter you can have individual lines. Or, we can provide Virtual Numbers. For example, if you have family or friends in Toronto, but you have an account with a number in Vancouver, we can supply you with a Toronto number in addition to your existing number, so that your family and friends can call you Free!

You can also use PSTN Cards such as Sangoma or Digium.

Billing

Service Descriptions