Friday, August 01, 2014

Frequently Asked Questions

Here are the answers to some of our most frequently asked questions regarding our long distance service. If you need any other questions answered, please call our customer service at

1877-782-5577.

General Information on ONTALK's Long Distance Service

- What are your different long distance plans?

ONTALK offers three (2) long distance plans that are specially tailored to your needs:

  • Access Dial Plan - Regular Prepaid
  • Access Dial Plan - Prepaid Auto

With our prepaid service called Access Dial, you can choose between our Regular Prepaid and Prepaid Auto plans. You don't have to switch your existing long distance carrier to be able to use this service. We will give you an access number from your city and set up the phone numbers you wish to register with ONTALK. There are no PIN numbers to enter and no expiry dates!

- Where are your long distance services available in?

Our long distance service is available all across Canada, USA, Europe and Malaysia.

Access Dial

Our Access Dial service is available more than 40 countries. The rates advertised are based on dialing a local access number. To see the cities that we have local access numbers from, click here. To dial outside these cities, you can use our toll free number and a surcharge of 1.9 cents will apply.

- What currency are your rates advertised in?

Our advertised rates are in Canadian currency.

*A higher rate may apply for cell phones and special country code terminations.

- Can I use your service for my business?

Absolutely, unlike other long distance companies, we do not charge higher rates for business customers. You will get the same low rates for home or business.

- Can I use your services from my cell phone?

Yes, you can use our services from your cell phone. Our plan is great for cell phone use because you avoid paying the high long distance charges that most cell providers charge. If you plan on using it often, you can program the access number as a speed dial in your cell phone.

How do I place a long distance call with my cell phone?

- Can I use your services from a public payphone?

Yes, you may by using our toll-free number. An applicable surcharge will apply.

- What are the minute increments you charge?

All calls are charged by the minute. For example, if your call lasts for 6 minutes and 30 seconds, it will then be billed at 7 minutes.

How do I see my call details on the website?

  1. Log on to your account.
  2. Click on My Detail report.
  3. Select your time period.

- Are there any hidden fees?

There are no hidden charges like connection fees, end of call charges, rounding minutes, minimum call lengths, etc.

- What are your office hours?

Customer service is available 24 hours a day, seven days a week to assist you.

Call 1-877-782-5577

Am I tied to any contract with ONTALK Telecom?

No, you are not bound to any contract for any term of service or period of time. You may cancel your service at any time.

By using our service, you are bound to the terms and conditions of our service.

What are the legal terms and conditions of ONTALK Telecom service?

Click here to see the legal terms and conditions of ONTALK Telecom long distance service.

 

Access Dial - Prepaid Plan FAQs

- How do I use ONTALK's Access Dial service?

ONTALK's Access Dial is a dial-in service. What this means is you don't have to switch your existing long distance carrier. We set up a primary phone number and up to two (2) secondary phone numbers from which you will have access to our service. You then dial our seven-digit access numbers (from your city); followed by the long distance number you wish to call. There is NO PIN numbers required to dial.

You can program the access number as a speed dial in your phone, so it is easy to use. From outside the phone numbers you set up with ONTALK Telecom, we will provide a calling card for you to use.

- How does your Prepaid plan work?

You simply add a minimum of $5 to your account to start using the service. You will hear the balance of the funds available on your account every time you use the service. After your funds are used up, you will have to add additional funds. Your balance remains on your account until it is used up and you can request a refund of the balance remaining anytime.

There are no monthly fees or minimums charged to your account. You will hear a one-minute warning when your funds are low and will be disconnected. You can also sign up for Auto-Recharge Service to automatically add funds to your account when your balance becomes low.

- How do I dial using your service?

First, dial the access number in your city or the toll-free number. Then, dial your long distance phone number with all area codes.

Canada, USA and Caribbean: Dial 1 + area code + phone number + #

Other International Countries: Dial 011 + country code + phone number + #

Tip: Entering the # sign after you enter your phone number helps you connect faster. To make another call, don't hang up - simply enter ## and wait for the voice prompt.

To see list of access numbers, log on to your account, and click on View Network Access Numbers.

Surcharge will be applied when dialing a toll-free number.

- How do I set up my account?

Simply fill out our application form, either online or call our customer service at 1-887-782-5577

- How do I set up online access to my account?

From our website, go to the Customer Login page, and click on Sign up. Then enter the information requested. After you sing up, you will automatically receive  an E-mail include your username and password.

When you activate online access to your account, you can:

  • Add funds to your account
  • See your call details
  • See your account history - Payments
  • Manage your speed dial list

- How do I recharge or add money to my ONTALK account?

You may choose any method from the following four (4) options:

Option 1

You can recharge online.
Simply log on to your account and process a payment.

Option 2

Call our Customer Service.
Talk to a customer service representative at 1-877-872-5577, available 24 hours a day, seven days a week.

Option 3

Sign up for Auto Recharge.
Call our customer service at 1-877-872-5577 to sign up. It's so easy and convenient!

Options (1) and (2) can be used 24 hours a day if you have a credit card on file with ONTALK Telecom.

- What is Auto Recharge and how can I apply for it?

Auto Charge is an option that automatically recharges your account (for an approved amount of money) once it is at $5 or lower. With Auto Recharge, you don't have to phone us or go on the website to keep adding funds to your account. Our system will automatically add money to your account when your balance is low.

Using Auto Recharge lets you enjoy our Prepaid Auto Rates - these are our lowest rates to call all destinations. Auto Recharge is faster, it's more convenient, and you get to save even more.

To set up your account for Auto Recharge, please call our customer service at 1-877-872-5577

- What are the payment options available for Prepaid Plan?

You can either pay by:

  • Credit Card (Visa, MasterCard or American Express)
  • Mail us a check
  • Cash or debit card (pay at our office)
  • Deposit money at the bank

- Do I get a bill at the end of the month?

You can view your account balance and call details on our website. This is updated on a daily basis so you will have up-to-date information on your account. Since our service is prepaid, there is no billing. You can view your statement and account balances and information online through our website 24 hours a day.

- Are there any monthly fees or minimums?

There are absolutely no monthly fees or minimums that are charged to you. You only pay for the minutes you use.

- How does the speed dial feature work?

You can set up to 10 numbers on you speed dial list. This can be done by logging into your account and choosing "Edit speed dial numbers," or by calling our customer service.

Once your speed dial numbers are set up, you simply dial our access number and enter the speed dial position (1 to 10) plus the # key. That's it! No more dialing long numbers!

- How to Use the Speed Dial Feature:

a) Program Speed Dial Numbers

Enter phone numbers as you would dial the number and choose your description.

  • For Canada, USA and the Caribbean enter: 1 + area code + phone number
  • For International Countries enter: 011 + country code + area code + phone number

    (Make sure you do not enter any + sign or spaces in between the numbers)

b) Dialing with Speed Dial Feature

  1. Dial Access Number
  2. Enter Speed Dial Position (1 to 10) + #

 

After I enter my long distance number with your service there is a long delay before I am connected.

Just press the # key after you dial the number and your connection will be a lot faster.

 

Access Dial - Prepaid Auto Plan FAQ

Access Dial - Prepaid Auto Plan FAQs

What is your Prepaid Auto plan?

The Prepaid Auto plan is similar to the Prepaid plan but requires the following:

  • You have to be registered for the Auto-Recharge feature
  • Lower rates to call all destinations
  • You have to pay by credit card and have an e-mail registered with us

- What is Auto-Recharge?

Auto Recharge is a service provided to our customers that allows us to automatically recharge your account, once your account is at $5 or lower, for an approved amount of money. With Auto Recharge, the advantage is you don't have to phone us or go on the website to keep adding funds to your account. Our system will automatically add money to your account when your balance is low.

Using Auto Recharge lets you enjoy our Prepaid Auto Rates - these are our lowest rates to call all destinations. Auto Recharge is faster, it's more convenient, and you get to save even more.

To set up your account for Auto Recharge, please call our customer service at 1-877-782-5577, or through our website.

- What are the payment options for the Prepaid Auto Plan?

You can pay for the Prepaid Auto Plan either by Visa, MasterCard or American Express.

- How will I get my bill?

Whenever we charge your account, your receipt will be sent to you by email.

 

Using Your Cell Phone to Call Long Distance

 

  • How do I place a long distance call with my cell phone?
  • Do I have to press the SEND KEY again after I dial the long distance number I wish to call?
  • Do your rates differ when using a landline versus a cell phone for long distance?
  • How does the speed dial feature for my cell phone work?

- Using Your Cell Phone to Call Long Distance

How do I place a long distance call with my cell phone?

You simply have to use your assigned PIN number or register your cell phone number with ONTALK Telecom to start using it to call long distance. You can phone our customer service at                             1-877-782-5577 and we will set it up for you.

- How to place a long distance call with no speed dial setup:

  1. Dial the ONTALK Local Access Number or toll-free number and PRESS SEND ONCE.
  2. Listen to the voice prompt and enter your PIN #, if required.
  3. When prompted, enter the long distance number you wish to call followed by the # sign. DO NOT PRESS SEND AGAIN.

- How to place a long distance call using speed dial:

  1. Dial the ONTALK Access Number and PRESS SEND ONCE.
  2. Listen to the voice prompt and enter the speed dial position (1 to 10) plus the # key.

DO NOT PRESS SEND AGAIN.

*Please choose and dial a LOCAL access number from your cell phone. You may incur long distance charges from your cell phone service provider if you dial an access number that is not local. Your usual air time and local charges from your service provider still apply.

 

- Do I have to press the SEND KEY again after I dial the long distance number I wish to call?

No, you don't have to. After dialing the ONTALK Access Number, press the SEND key only once. When you hear the voice prompt, dial the long distance number you wish to call.

DO NOT PRESS THE SEND KEY AGAIN.

 

- Do your rates differ when using a landline versus a cell phone for long distance?

No, with ONTALK Telecom you can enjoy the SAME LOW long distance rates when using your cell phone or home phone, 24 hours a day, 7 days a week!

*When using your cell phone, you will still be charged your usual air time and any applicable roaming charges by your cell phone service provider.

 

- How does the speed dial feature for my cell phone work?

You can set up to 10 numbers on you speed dial list. This can be done by logging into your account and choosing “Speed Dial Numbers" or by calling our customer service.

Once your speed dial numbers are set up you simply dial our access number and enter the speed dial position (1 to 10) plus the # key. That's it! No more dialing long numbers!

How to Use The Speed Dial Feature:

a) Program Speed Dial Numbers

Enter Phone numbers as you would dial the number and choose your description.

  • For Canada, USA and the Caribbean enter: 1 + area code + phone number
  • For International Countries enter: 011 + country code + area code + phone number

    (Make sure you do not enter any + sign or spaces in between the numbers)

b) Dialing with Speed Dial Feature:

  1. Dial Access Number
  2. Enter Speed Dial Position (1 to 10) + #

 

Unlimited calls FAQs

What is Unlimited calls Program?

  • Unlimited calling to your local number or cell phone from IRAN to anywhere in Canada, USA, Europe and Malaysia.
  • Local phone line provided in IRAN
  • Fixed monthly rate
  • No hidden charges
  • Not VoIP

- How do I subscribe?

Submit a duly accomplished BFT application form, with credit card information (VISA/MC/AMEX). ONTALK will verify credit information. Once approved, BFT will process the application and conduct site evaluation where the Unlimited calls WIRELESS/Unlimited calls PHONE will be provisioned. If it is not feasible or location is not within BFT's area, payment will be refunded.

Customers may also send application inquiries at This e-mail address is being protected from spambots. You need JavaScript enabled to view it .

 

- What are the available subscription packages for BFT? How much are the monthly fees, call rates, and other charges?

Depending on the network coverage and available service, the customer may choose a Unlimited calls WIRELESS landline or Unlimited calls PHONE (fixed landline) for the chosen beneficiary in the Philippines.

TERRITORY

Currency

Monthly Fee

Phone Cost/(OTC)*

Intial Cash-Out

Succeding Months

Canada & US

$

39.95

65

104.95

39.95

Canada & US

$

39.65

35

74.95

39.95

 

What are the different payment options available?

  • Call Customer Service at 416-499-2121 / 604-484-5923 or 1-888-556-5849 and provide credit card information.
  • Pay online - log on to www.Ontalktelecom.com and pay by credit card (Visa, MasterCard).
  • Mail us a check.
  • Cash or debit card (pay at our office).
  • Deposit money at the bank.

 

- What are the benefits/advantages of subscribing to BFT?

Key Advantages of Subscribing to BFT:

For the subscriber abroad:

  • Unlimited calling to the enrolled number in the Philippines 24/7
  • Call from existing mobile or landline
  • Fixed monthly rate
  • No hidden charges
  • No internet service needed
  • Cheaper than regular IDD calls
  • Call your loved ones even if they are on the go
  • Because this is not a VoIP connection, you are assured of fast and clear connection every time you call

For the beneficiary in the Philippines:

  • Absolutely no subscription cost (subscriber abroad will pay the monthly dues)
  • Enjoy the convenience of having a wireless landline
  • Line is pre-activated
  • Stay connected even if you're on the go
  • With built-in features like caller ID, call waiting, etc.
  • UNLIMITED calling to Unlimited calls WIRELESS/Unlimited calls PHONE landline numbers nationwide
  • Enjoy UNLIMITED local and NDD calls to any phone provider i.e. PLDT, Digitel etc.
  • Text Messages:
    • 6 International per month
    • 90 to other networks; i.e. Globe, Smart
    • Unlimited to Unlimited calls tel network
  • Provides mobility that allows subscribers to roam in a local zone and make unlimited local calls at NO extra cost
  • Capable of sending and receiving SMS to and from other fixed and GSM carriers

- Can I use my mobile phone or any phone I want?

Yes, any mobile phone in Canada or the USA may be registered into BFT.

- How do I call my beneficiary in the Philippines?

You will just have to dial your assigned number and your call will be automatically forwarded to your beneficiary in the Philippines.

- Can my beneficiary in the Philippines call me abroad from their Unlimited calls WIRELESS/Unlimited calls PHONE landline?

No, IDD access from their Unlimited calls WIRELESS/Unlimited calls PHONE will not be activated. However, your chosen beneficiary in the Philippines may still call abroad by using a Prepaid Card.

- How long does it take to process my application?

Applications are processed in two weeks.

- Where can I check if my beneficiary's area is serviceable?

Please call our customer service at to inquire.

- Who should I contact if I encounter a problem with my service?

Please call our customer service at , or e-mail us at This e-mail address is being protected from spambots. You need JavaScript enabled to view it .


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