Faq

A list of commonly asked questions and answers including some simple how-to's. If you feel something is missing, please make a suggestion.

General questions

Can I keep my phone number?

Yes. This is probably the biggest concern when migrating to a new phone system a provider.

What kind of internet connection do I need?

Most standard residential and business internet connections should work with VoIP.

VoIP does not use much bandwidth. In fact 10 phone calls only take up approximatly 1MB, so a 150MB should be just fine. Even a 25MB connection should have no problems, depending on the number of people and other network activities are taking place.

It should not matter if it is Cable, Fibre and ADSL, as long as the bandwidth is available for the VoIP traffic and it is not getting congested.

Some connections do not work very well with VoIP due to latency, such as satellite or microwave links.

Will my router work with Talktel?

Most routers today will work with TalkTel. Some routers may need to have some features disabled or configured to improve quality and stability.

Here are some things to check.

Disable SIP ALG - SIP ALG is a helper function some routers implement if a VoIP device is unable to properly work with the router. This is usually for older VoIP devices and should be disabled.

Disabled SPI - SPI (Stateful Packet Inspection) is the process of ensuring packets are recieved in the correct order by your router with any unordered packets are blocked. Due to the volume of packets VoIP uses, some packets are recieved out of order causing a false positive with SPI resulting in poor or lost audio.

Disabled packet analisys on VoIP taffic - Some routers will attempt to analyse the incoming packets to look for threats or unwanted data. The process is resource intensive and can cause delays and poor audio.

Double NAT can also lead to audio issues. This can happen when you install your own router behind your internet providers cable modem or router. It should not be difficult to correct this issue. The easiest way is to contact your internet provider and have them put your cable modem into bridge mode.

Some routers are just unable to handle VoIP traffic. They are becoming more rare, but they are still out there.

Let us know what router you have and we will help you determine the best course of action to get the best VoIP experience.

How-to's

How do I access online self care

Please contact support at support@talktel.ca for login information and credentials.

How to send a FAX

To send a fax you need to perform the steps

Create a new email addressed to fax@talktel.org

Attach a PDF of your fax to the email

Place the phone number in the subject line

Send the email

When you send the email you will receive a confirmation email with a link you must click to confirm sending.
Once the fax is sent you will be emailed a transmittal report.

Request support

Can't find what you are looking for then please reach out to us on our support page.

Contact Support

Phone 250-870-9021
Toll Free 1-866-578-6956
Email support@talktel.ca