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Company
What is TelCan?
How long has TelCan been in business?
How reliable are your services?
Service
What kind of products and services can I order online?
How soon can I start using your services?
How will I know when my account is active?
How often do you change rates?
Can I cancel my service any time without incurring penalties?
Customer Care
What options do I have to contact customer service?
Can I manage my account online?
Billing
How will I be billed and how often?
What are my bill payment options?
Are there other fees charged on my account?
Are there any service charges/hidden costs?
In what currency will I be charged?
How can I view my account balance?
How can I resolve billing disputes?
Callback
Service
What is the callback service?
Can I use callback service from any country?
Can I use callback from a hotel or office extension?
Can I initiate calls from my computer?
Can I manage my calls online?
Dial Around Service
What is the Dial Around service?
How does it work?
From which countries can I use the Dial Around service?
Can I use Dial Around from cellular phones?
What if I call from a telephone number other than my
registered number?
Toll Free Service
What is an enhanced toll free service?
What features do you offer for call centers?
What important features do you offer for small businesses?
Can I view call details at any time?
How long it takes to get a toll free number from TelCan?
Can I transfer my existing toll free number to TelCan?
If so, what is required and how long would it take?
Where can I receive calls from?
How long does it take to program the ring-to number?
Can I have the toll free number re-directed to my cellular
phone?
Can I program my toll free number to an international
number?
Do you offer special discounts to high volume users?
How can I request a specific toll free number?
Is there a difference between 800, 888, 877 and 866
numbers?
How
can I request a specific toll free number?
Is there a difference between 800, 888, 877 and 866
numbers?
Answers
What
is TelCan?
TelCan is a facility-based telecom service provider
that specializes in value-added long-distance services. Because
our services are primarily marketed through an extensive network
of master agents and online affiliates, TelCan is able to provide
services at rates much cheaper than the competition's.
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How
long has TelCan been in business?
TelCan has been in business since 1997. Since then, we have
steadily been developing and improving our offerings.
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How
reliable are your services?
With 24/7 on-site monitoring, real-time diagnostics and reporting,
our system is designed to function under the toughest conditions.
Fully redundant switching platforms and web servers located at a
strategic bandwidth hub in Toronto also help to all but eliminate
downtime.
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What kind
of products and services can I order online?
You can order dial-around
long distance, enhanced toll free service, international callback,
click-to-talk buttons, and prepaid phone cards.
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How
soon can I start using your services?
After submitting your order, we will perform a credit
check. Assuming everything is okay with your credit check, you should
be able to start within a few hours.
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How
will I know when my account is active?
We will send you an email to inform you when your
service has been activated.
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How
often do you change rates?
International rates are being reduced generally twice a year. Whether
or not you're a customer, you can sign up for our newsletter to
keep abreast of changes to rates.
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Can
I cancel my service any time without incurring penalties?
Yes, just contact us and inform us that you want to cancel your
account.
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What
options do I have to contact customer service?
You can contact us by phone, email, or fax. You
can also interact with our customer service center using click-to-talk
buttons from our web site.
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Can
I manage my account online?
Yes, you can use our eCare service free of charge. This is an online
account management system that allows you to:
- View your current invoice
- Change your billing profile
- Add new services instantly to your existing account
- Change your registered number
- Place calls directly from your desktop
- Download call details into an application of your choice.
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How
will I be billed and how often?
You will be authorized every week for the total
amount of funds in your account. However, you will also be billed
every week for the amount of funds you use. Every month, you will
be notified by email that your invoice has been posted online, and
billed for the service charges for your service.
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What
are my bill payment options?
You can pay with Visa, Mastercard ,or Amex. You can also open a
prepaid account and make payments to TelCan using Western Union
QuickPay or wire transfers.
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Are
there other fees charged on my account?
Applicable taxes will be added to you invoice.
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Are there any service charges/hidden costs?
No, there are no hidden costs. But, there is a $4 service charge
per month, however if you use more than $20 a month, then the $4
service charge is waived.
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What currency will I be charged in?
You will
be charged in US Dollars. Canadian customers will also be charged
in US Dollars.
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How
can I view my account balance?
When you access
your eCare account online, you will be able to view your current
balance.
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How
can I resolve billing disputes?
You can contact us either by emailing your complaint
to billing@telcan.net
or by calling our customer care center at 1-888-6TELCAN (1-888-683-5226).
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What
is the callback service?
The Callback Service is an automated call-return system.
Every customer is given a unique access number (also called DID).
Each DID has an assigned callback number. Whenever the DID rings
once, TelCan's system recognizes the account number and immediately
calls the user back. When the user picks up the call and hears a
voice prompt inviting him or her to place a phone call, the user
then makes the call to any destination in the world at TelCan's
discounted
rates.
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Can
I use callback service from any country?
Any working telephone number from anywhere in the world can be programmed
for the callback service.
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Can
I use callback from a hotel or office extension?
Yes, you can program the callback service to automatically dial room
numbers or extensions after the inbound call has been answered. You
can even record voice greetings that instruct a live attendant to
transfer the incoming call.
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Can
I initiate calls from my computer?
Yes, we have a web trigger you can use to initiate
calls from your PC. Simply enter your access number and destination
number, press the CALL button and in a few seconds you will receive
a callback and will immediately connect to your destination number.
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Can
I manage my calls online?
Yes, you can see your call details in just a few
seconds after the call has been completed.
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What
is the Dial Around service?
Dial Around is a long distance service that requires you to enter
a toll free number before placing your outbound call. This way you
will bypass your long distance carrier charges.
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How
does it work?
How it works is simple. Call a toll free number assigned by TelCan,
wait for a dialtone, then place your destination call.
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From
which countries can I use the Dial Around service?
At this time, Dial Around can only be used from
Canada and the US.
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Can
I use Dial Around from cellular phones?
Yes
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What
if I call from a telephone number other than my registered number?
If you call from a different phone number, the system
will prompt you to enter your PIN code. Using this method, you can
make calls from anywhere in North America.
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What
is an enhanced toll free service?
This is a service that provides a stand-alone toll free number with
advanced telephony and routing features. These features are designed
to enhance your customer experience as well as your business productivity
and call control.
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What
features do you offer for call centers?
For large call centers, load distribution and intelligent routing
based on captured data is particularly important.
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What
important features do you offer for small businesses?
For small
businesses and home offices, other features are more important. For
example, find-me allows you to ring multiple numbers at once, and
the virtual office option enables you to program office greetings
and virtual extensions with voice mail.
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Can
I view call details at any time?
Yes, you can
view and download call details using our eCare online manager. Every
call contains the caller ID and is posted in just a few seconds
after completion. We also provide online reporting tools to help
you measure your sales and marketing campaigns.
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How
long it takes to get a toll free number from TelCan?
You can get a toll-free number immediately upon
placing your order online. However, vanity numbers take 4-7 business days and transfer
numbers take upto 2 weeks to activate.
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Can
I transfer my existing toll free number to TelCan? If so, what is
required and how long would it take?
You can transfer your toll free number to TelCan and enjoy our features
and savings. Transferring your existing toll free number to TelCan
could take up to 2 weeks. You are required to fax us
a Resp-Org form, which can be printed from our web site.
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Where
can I receive calls from?
You can receive calls from anywhere in Canada, US
and US offshore territories.
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How
long does it take to program the ring-to number?
You can do so almost instantly. First, call our menu system or login
to your online account to change the ring-to number to any other
location.
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Can
I have the toll free number re-directed to my cellular phone?
Yes.
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Can I program my toll free
number to an international number?
Yes,
one great feature of our toll free service is that you can program
it to any location in the world.
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Do
you offer special discounts to high volume users?
Yes, if you are
a high volume user, you can provide us a recent invoice and we'll
do everything possible to beat your current toll free rates.
How can I request a specific
toll free number?
Just use our toll free search box and we'll add the requested
number into your order form.
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Is
there a difference between 800, 888, 877 and 866 numbers?
There is no technical
difference between 800, 888, 877 and 866 numbers. Because of a tremendous
demand for toll free numbers, different codes were created.
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