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Customer Care Center






About us

What is TelCan?
How long has TelCan been in business?
How reliable are your services?


Customer Care


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?

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?
What currency will I be charged in?
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?
Is there a clear difference between a number from a pool and a vanity number?
When can I start using my Toll Free Number?
Is there a limit for the duration of a Toll free call?

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, 866 and 855 numbers?

Voice Mail

How much does it cost?
When is it implemented?
How does it work?
What is the limit for the duration of messages?
What is the difference between “enabled voicemail” and “forced voicemail”?

Virtual PBX

What is a PBX?
How much does it cost?
When is it implemented?

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 strategic bandwidth hubs in New York and 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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What currency will I be charged in?
You will 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 upto 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, 866 and 855 numbers?
There is no technical difference between 800, 888, 877, 866 and 855 numbers. Because of a tremendous demand for toll free numbers, different codes were created.

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Voice Mail

How much does it cost?

The pricing for the voice mail system in the first month is FREE, thereafter is as follows:

» Monthly Charge:
$9.99/ month
$4.99 (offers ends soon)
» Archiving messages:
Archiving calls past 30 days: $10 per month plus 5¢ per message per month

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When is it implemented?

This service is available since August 2003

How does it work?

The concept is the same as your answering machine at home. Unanswered calls are connected to the voicemail when it is enabled. Accessing your messages is done through your account online. You will also receive notification by email when you have new voicemail.

What is the limit for the duration of messages?

The duration of message is 60 sec up to 10 messages

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What is the difference between “enabled voicemail” and “forced voicemail”?

When the voicemail is set to “enabled”, the system connects the voicemail after the amount of rings is met. Just like your answering machine at home.
If the voicemail is set to “forced” the system drives calls directly to the voicemail without accessing the toll free number. Clients will not hear a single ring; they will be forced to leave a message instead.

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Virtual PBX

What is a Virtual PBX?

Virtual PBX or Virtual Office is an automated system for call management associated to a toll free number or any number in particular. The system is often used in companies for call redirection to extensions and voicemail boxes. With our Virtual PBX you can improve the image of our business setting multiple extensions and virtual company departments. Your clients would hear something like this when they call your toll free number: “Welcome to ABC, if you know the extension you wish to reach, you can enter it at anytime. For Sales press 1, for Customer Care press 2, for Billing Issues press 3. You can dial “0” to speak to an operator or remain in the line”.

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How much does it cost?
Virtual PBX is a brand new product of TelCan. We are completing all the necessary details before the official launch, which will be very soon. TelCan advices future and current clients to stay informed and keep visiting our web site for updated information.

When is it implemented?
The official launch for Virtual PBX is not defined yet. Nevertheless, we encourage future and current clients to stay informed, contact our Customer Care Reps or keep visiting our web site for updated information.

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