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Frequently Asked Questions
  Fax, Alarms, Credit Card Readers,
Other devices that use phone connections.		      
     
     
 Why should I change to VOIP phone service?


How does VOIP phone service compare to land line service?








What should I expect from VOIP phone service?		  The reason to change to VOIP is to save money and get all the extra features you want.

VOIP service is powered at your home or facility. When the power is off you will not have VOIP phone service unless your modem, router, ATA device, and phone are on a battery back up system.

VOIP service is portable, you can take it with you when you travel and make local calls from your phone.

With VOIP service there is no need for a long distance service, all calls within the USA and Canada are considered local calls.

You should expect to save a lot of money on telephone service.

From time to time you might have no service, because your internet connection has failed, or because your router has lost it's connection or the ability to preform it's function.

If your internet connection or your LAN is overloaded with network traffic, you phone quality will be degraded.

If our servers are down or we can not get to the internet, you will not have phone service. This hardly ever happens, but it has happened.

We make every effort to limit the negative things described above. However we thought it is important to describe the worst case possibilities.
 
     
 What is the process when I port my number?  The loosing service provider has control of the porting of numbers. They set the port date and it is their responsibility to stop their billing process when the port is complete.

After we submit a port request with the documents you provided.
We receive notification from the loosing provider that the port is accepted and they give us the planned date for the port.

5 to 10 days before that port date, we set up your TinCanTalk service, program and test an ATA device and test your TinCanTalk service.

This is your start date and the day we capture and settle your first credit card charge. This will be your billing date each month from then on. The billing should be automatic and you should receive a receipt by email.

We ship you the ATA device and email you a "service is active" notice. It usually takes about 2 or 3 days for you to receive the ATA device.

Once you have the ATA device or soft phone software set up after your service is active, you can make calls. Incoming calls to your phone number will continue to come through the former service until the port is complete. You will need a phone connected to both services until the port is complete. You will know it is complete, when you begin receiving incoming calls on your TinCanTalk service. Once you are sure that the port is complete we recommend that you call the billing department of your former service and ensure that they stop billing you for services.

There are things that can happen during the port process that can stall the port and are out of our control. But, we make every effort to avoid any delays and make sure you have everything you need in advance of the port, so you will not be without phone service. 		 
     
 What am I agreeing to when I sign up?  Some VOIP Providers are not clear about their payment terms.  We have included below a brief summary of our payment terms, to avoid any confusion now or in the future.

TinCanTalk's payment terms are simple and clear:

When you sign up for any of our Residential or Small Business plans, you are agreeing to pay for each phone number.

At time of sign up: you will pay the first monthly service fee, plus and a $25.00 connection fee.
Each month: you will pay in advance the monthly service fee.
Upon termination: you will pay any unpaid monthly fees and a $25.00 disconnect fee.
Upon termination: We expect you to send us the equipment we have supplied for free.
     
 What am I actually paying for?  You are purchasing a monthly service. We provide telephone service over the internet to your local internet connection. Our responsibility ends at your local internet connection.
For residential and single line business plans we loan you a device to consume these services.
For PBX plans you must provide your own equipment, IP phones or ATA devices.

We will make every effort to train you in the use of the devices and services.
We will help or teach you how to set up your router and LAN. Over the phone we help with connecting analog phones to ATA devices.
We provide 24/7 USA based technical support by phone and email. 		 
     
 What do I need to use TinCanTalk services?
Do I need a computer?		  You need a high speed DSL or Cable connection and a touch tone phone.
We provide the phone adapter.
No computer is needed to use TinCanTalk phone service.
If you want to share your high speed connection with your computer and phone, you will need a router. We recomend the Linksys routers.		 
     
  What if my DSL is on my land line, if I port my number will I loose my DSL connection?  This depends on your DSL connection provider. We have found it is important to contact your current phone company and let them know you plan to port your phone service to a VOIP company and you want to keep your DSL without phone service.
In most cases they will try to discourage this action, even to the extent of telling you it is not possible.
All phone companies have the technical ability to provide DSL without phone service. This is often called "dry loop DSL" or "naked DSL".
We have found it is often as simple as separating the billing for the DSL and the phone service. Get the DSL billing on a separate account.
It is important to make these arrangments in advance of porting your phone number. If this is not done, when the phone number is ported, you may loose you DSL connection. 		 
     
 Where is TinCanTalk located?
Does TinCanTalk have U.S. based customer service? 		  Business Office:
    265 Hazelton Ct.
    Morgan Hill, CA 95035
    Phones: Office (408) 779-1748    Toll Free (866) 829-4139
    Email:   info@tincantalk.com    billing@tincantalk.com
    support@tincantalk.com       Fax (408) 465-0535

Customer Support Services and our servers are located in Texas
    24/7 Technical Support    Toll Free (866) 797-8992
 
     
 Will TinCanTalk service work with a satelite connection?  The best connection types for our service are cable or DSL. Satelite connections are not designed for real time connections. Our service will work with a satelite connection, however there is a delay and at times the the quality is poor. We are happy to discuss VOIP using satelite connections. 
     
 Are there any additonal fees?  There is only one additonal fee, a $1.50 per month Fed Regulatory Recovery Fee. Each month you will be charged for your monthly service plus $1.50.

Important Note: Basic accounts with limits on minutes will be automatically charged for overages. The automatic charge will be a $25.00 minimum, which will yield 625 minute reserve minus the overage. Overage minutes are priced at $0.04 each. 		 
     
 Can I pay by check?  We prefer payment by credit card. We do accept payment for services by check in yearly payments in advance. 
     
 What is the start up cost?
What is the cancelation costs?		   There is a number connection fee of $25.00 and a number termination fee of $25.00. There is no charge for our standard shipping of the ATA device to you. You pay the return shipping on the ATA device on termination.

The first charge on your credit card will be the connection fee, the first month's fee plus $1.50. We supply the ATA device at no charge to you. It is on loan to you for as long as you have TinCanTalk phone service.
Failure to return the ATA device upon termination will result in a $79.00 charge on your credit card for the ATA device.

Please read our complete Terms of Service 		 
     
 When do my charges start?  When you sign up there is an authorize only hold placed on your credit card. It may appear as a charge or a debit memo on your account. The charge does not actually happen untill we activate your phone account. 
     
 Who do I contact with for answers about my
credit card charge or billing?		  Business Office:
    265 Hazelton Ct.
    Morgan Hill, CA 95035
    Phones: Office (408) 779-1748    Toll Free (866) 829-4139
    billing@tincantalk.com		 
     
  How can I change the number of rings?
How can I get help with voice mail?
How can I set up my outgoing voice message?
How do I retrieve my messages?
How can I view my call log?		  When we set up accounts we send an email to the account owner with the subject "service is active".
In the body of the email are the answers to these questions.
Also at our support page there is a link to helpful on line documents available for down load.
TinCanTalk Customer Documents Download 		 
     
  How can I change call forwarding?
How can I change the text in the caller ID?
How can I block 800 numbers?
How can I send voice mail to my email? 		  When we set up accounts we send an email to the account owner with the subject "service is active".
In the body of the email are the answers to these questions.
You can log in to your on line account where the call features and services can be managed.   These items can be edited here.
Also at our support page there is a link to access your account. Access Your Account 		 
     
  How can I see my billing on line?
How do I change the charge card used to pay for services? 		  When we set up accounts we send an email to the account owner with the subject "service is active".
In the body of the email are the answers to these questions.
You can log in to your on line account where the call features and services can be managed.
Also at our support page there is a link to access your account. Access Your Account		 
     
 How long does it take to get TinCanTalk phone service?
Do I cancel my current phone service first?		  Brand new numbers take just a few days, if there is E911 service available at your street address.
Keeping you current phone numer is considered a port to TinCanTalk. Porting numbers have the same need for E911 and usually take only 10 working days to transfer. However many things can effect the time required to port existing numbers.
DO NOT TERMINATE YOUR EXISTING PHONE SERVICE IF YOU WANT TO KEEP YOUR NUMBER.
Inactive services can not be ported.		 
     
 When I travel, can I take my phone?  You can either take your ATA device and a phone or use free software on your computer.   Contact us for more details.
 
     
  Fax, Alarms, Credit Card Readers,
Other devices that use phone connections.

Will my alarm system work using VOIP?
My satelite tv provider requires a phone line, can I use VOIP service for this?
Can I use my credit card machine with VOIP service?
Can I use my fax machine with VOIP service?
  Every device that uses a telephone line to communicate has a built in modem for this purpose.
These devices will work if you can access their control settings and slow down their communication rate.
We have customers using these devices sucessfully.
We can help with these devices, however we do not gaurentee they will work.

 
     
     
     
     
     
 

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