Got questions? We have answers.

  • GENERAL QUESTIONS
  • TELEPHONE/PBX
  • INTERNET

What are the moving fees?

A 89$ one time fee will be charged when moving addresses. At least a 3 week notice needs to provided before the move date.

 

How can I pay my bill?

You can pay your bill online, logging into your account at www.telnova.ca

 

How can I get support?

Log in to your customer portal, click support, and follow the instructions to contact our support team.

In which areas does Telnova offer service?

Telnova offers VoIP services for homes and businesses across Canada.

 

Can we keep our number?

Yes. You can transfer your current number to Telnova’s network. You will need to fill out this form and send us a copy of your current provider’s bill to begin the process of transferring your number. It can take anywhere between 7-21 business days. Your number will automatically be set up on your new Telnova service, meaning there will be no loss of service during transition. Contact us today to get started.

 

When transferring my number from my previous provider, will the service be interrupted?

No. During the process of transferring your current phone number, we make sure that the transfer will happen smoothly, without the loss of service.

 

What about 800 numbers, can they be transferred as well?

Yes. TelNova can transfer your current toll free numbers to our networks the same way as a regular number. Just fill out this form and make sure to send us a copy of your current provider’s bill.

 

Are phone calls made secure?

Yes. All phone calls pass through our own network, making sure that all calls are as secure as they can possibly be.

 

Can I use my own phones on Telnova’s network?

Yes. You can use your own analog phones using Telnova’s phone adapter that is required with all residential and entry level business packages (not on Telnova’s PBX system)

 

What kind of devices work with Telnova’s PBX system?

A variety of IP-Phones can be used with our PBX solution. We prefer using Yealink products because they have been continuously tested on our system, and have been proven to have minimal loss of quality. If you would like to use your own products, we would need the make and model of the device prior to setup to ensure the compatibility with Telnova’s system. An extra fee may apply.

 

How long does it take to install Telnova’s phone system?

Telnova’s phone system can be installed in as little as 30 minutes to as long as 3 hours. Each installation varies depending on the amount of IP-Phones that need to be set up and placed. Our technicians are available around the clock to make sure to answer any questions regarding the setting up of Telnova’s PBX system

Am I limited to downloads using Telnova Internet?

No. All packages offered by Telnova include unlimited bandwidth. Meaning there is no limit to your usage.

 

What kind of speed can I get with Telnova Internet?

Internet speed varies depending on your address. Contact our sales team to see what speeds are available in your area.

 

Do the modems offer Wireless technology?

Yes. The modems that are offered with TelNova Internet packages include wireless technology.

 

Can I use my own modem on Telnova’s network?

No. Only our modems offered with Telnova internet packages can be used. Our modems are prepared and synced with our system to maximize service quality.

 

Can I get Telnova Internet without a telephone line?

Yes. You can get TelNova Internet installed without a telephone line. An extra fee could be charged depending on the address.

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