Frequently Asked Questions

You can sign up for Telair service online. Or if you would rather speak to a representative who will walk you through the online sign up process, contact a Telair Customer Representative.

There are no term committments, contracts or penalties with Telair. You may cancel your service at any time. Cancellation is subject to a 30 day notice. Service will be cancelled 30 days from actually cancelling your service. In which, billing will be also subject to the final 30 days.

Telair offers Virtual Fax Lines for an additional cost. Please speak with a Telair Customer Representative to add a fax line to your service.

Yes. You can add as many lines as you would like to your Telair account.

Yes. You can choose any area code you like. This feature is called “Virtual Numbers”.

Yes. Currently Telair offers area codes in Canada, United States and 60 Countries worldwide. Please see the list of available areacodes from the 'Quick Helper' on the right side panel.

No matter where you go, you can take your equipment with you and keep making and receiving calls. Just remember: E911 is only provided within Canada and the United States. You MUST update your new location in order for E911 to function properly. Log into 'My Portal' or call a Telair Customer Representative to make a change to your home address. .

International dialing with Telair works just like traditional phone service. First, dial the international prefix (IDD prefix). This is the code required to dial a call FROM your location TO another country. To call out of Canada, this code is 011. Next, you must dial the country code for the country you are calling. These codes and the international rates can be found on the international rate table. Lastly, dial the city/area code and number associated with the place or person you are trying to reach. Dialing from Canada or the United States: Dial 011 + (country code) + (city/area code) + (number)

Yes, however, while Telair can work effectively with your alarm system, we advise against it unless you are maintaining a traditional landline connection. If you do not have a traditional landline and an interruption occurs to your Internet connection, the alarm system will not work as intended. We also suggest wireless options for optimal security.

Telair does provides Enhanced 911 service $.99/month. You must activate this feature in order to have E911 Service. While Enhanced 911 is the most advanced form of Emergency Dialing Service available, there are some limitations when it is provided by a VoIP provider such as Telair. Therefore, you should always have an alternative means of accessing emergency service.

The greatest difference between Telair E911 Service and traditional E911 service is Telair's reliance upon a functioning adapter and full power to your house. Electrical power outages and disruptions to your high-speed service connection will deactivate your Telair Service, and you will be unable to complete 911 calls through Telair. Also, you must select a Household (primary) Number that is associated with your Service Address otherwise E911 service will not be available. Calls to 911 service route to the appropriate emergency administrator based on the telephone number you have chosen and the geographic location that you have provided to Telair. E911 must be available in your area for Telair to offer you service.

With Enhanced 911, the emergency operator receives the name, address, and origination phone number of the caller. This is the type of Emergency Service that is provided by traditional local phone service and also provided by Telair. Some people like to refer to it as "real 911". This just means that Telair's E911 functions like traditional E911, routing to the same Emergency Call Centers and providing the same level of identification support. However, please remember that there are serious limitations associated with 911 service provided by Telair, and you should always maintain an alternative means of accessing emergency service.

There are 5 stages to activating the 911 Dialing feature: 1. Not Activated (1st try) - When you initially sign-up you will give us your street address for 911 purposes. It may take several hours to verify your 911 address. In the interim, Telair will send your call to our national emergency response center. Please note: You should ensure your location information, when registered with Telair Canada, is kept current at all times. In case you are not able to speak during the 911 call, the call taker would dispatch emergency response vehicles to your last registered address. Remember that you need to update your 9-1-1 Dialing information if you move your device to a different location and/or if you add a new line to your account. 2. Pending- The address is currently being verified by the address matching system (automated process). It will result in either failure or complete. During this phase of the address verification process, your 911 call will be routed to Telair's national emergency response center. 3. Invalid (2nd and last try)- If, for any reason we are unable to process your street address on the first attempt, you will receive an email notification asking you to login to your Telair Online Account and retype your address for verification. Please read carefully the format of the form into which you are putting your street address: the street number, street name and suffix are all separate fields. Again, during this process your 911 calls will be sent to Telair's 24x7 emergency response center. Helpful Hint: To quickly get the proper format for your address, please use an online map service such as google.ca/maps . 4. Failed (Cannot edit any more)- If for any reason and after several tries we are unable to process your address, we will capture the last, most recent 911 address you've entered into the Telair Online Account 911 address field, you will not be able to make any further edits to this address while we attempt to manually process your address within our systems. You will see a message in the 911 feature to contact customer care to resolve the issue. This process may take several days to complete. Remember, you will not be without help in an emergency as Telair will send your calls to its national 911 emergency response center where agents are standing by to assist in getting local emergency help in the event you call 911. Helpful Hint: To check your 911 activation status at any time login to your Telair Online Account or dial 933 from your Telair phone. 5. Complete (911 successful)- The address has been verified and the line has been activated for 911 feature. You will receive a confirmation email.

E-911 Service is typically activated by number to your service address. For multiple branches. Please call us to inform the different address requirements.

Telair Service is portable to any location with broadband Internet access. If you travel, you can take your Telair equipment with you and your service will work in any location with broadband Internet access. However, do NOT dial 911 whenever using your Telair equipment in a location other than the service address associated with your Telair account, since emergency service will not be properly dispatched. If you move or intend to use your Telair Service away from home for an extended period of time, you must update your new location in order for 911 to function properly. Call a Telair Customer Representative at 1-866-551-1517 to make a change to your home address. Remember, it will take up to 30 days for this change to complete, and you should always maintain an alternative means of accessing emergency service.

Yes, you can keep your existing telephone number and use it with Telair. A Number Transfer Authorization is required when transferring your existing number over to our service. The Number Transfer Authorization must be signed by the party whose name is on their existing service. Please Click Here to download an LNP form. In addition, please include the first page of your telephone bill clearly indicating your phone number you wish to port and address.

Fill out the LNP form, include your existing telephone bill and fax or scan/email it to:

Attention: LNP Fax: (416) 477-2003 or Email: lnp@telair.ca

During the transfer process, you will be given a temporary number to make outgoing calls and your existing number will be forwarded to the temporary number so you will continue to receive incoming calls. During this time Please do not cancel any of your previous services until all phone numbers have transferred successfully.

Please do not cancel your existing service with your current local and/or long distance carrier until you receive notice from Telair confirming that the transfer is complete. Once the transfer is complete, please call your original local and/or long distance carrier to ensure that your account has been properly canceled. Please note canceling these services prior to completion of the transfer will result in a disruption of the transfer.

The transferred number will replace the Telair Household Number you chose at sign up. If you transferred more than one number, the primary number on your previous account is now your household number. All other numbers will become Telair Numbers. If you would like to delete your original Household Number, or any other number from your account, please contact a Telair Customer Representative after the transfer process is complete.

Absolutely, if you would like to delete your original Number, or any other number from your account, please contact a Telair Customer Representative after the transfer process is complete. Please wait until the transfer process is successfully completed before deleting a number, otherwise, this could cause a disruption in your service. There is no charge to delete a number.

Absolutely. You can get a new phone number from us.

Please go to the International Rates page to view all our International Rates.

International dialing with Telair works just like traditional phone service. First, dial the international prefix (IDD prefix). This is the code required to dial a call FROM your location TO another country. To call out of the United States, this code is 011. Next, you must dial the country code for the country you are calling. These codes and the international rates can be found on the international rate table. Lastly, dial the city/area code and number associated with the place or person you are trying to reach. Dialing from the U.S.: Dial 011 + (country code) + (city/area code) + (number)

Yes. Directory Assistance is available with Telair Service. Simply dial 411 just like always. Each call is just $1.49.

No. Collect Calls cannot be received or placed from your Telair phone.

No, you will not receive a paper invoice. You will receive invoices to your email address.

You will first be charged on the date that your Telair equipment is shipped. You will then be charged monthly on the first of every month.

Telair accepts Visa, MasterCard, Online Debit & PayPal.

You can change your credit card information through your account portal. Your Credit Card information will be located in Your Billing section.

You can update your billing address in the Profile section in your account portal.

If you choose to cancel your Telair Service, please a Telair Customer Representative at 1-866-551-1517. A Telair Customer Service representative will close out your account and provide you with instructions on returning your Telair equipment (if required). Please note that we cannot accept cancellation notices via email.

One of the great benefits of Telair Service is that you can take your number anywhere in you go. Bring your Telair equipment with you and connect it anywhere that you get a high-speed connection. You'll be able to make and receive calls as if you were home. Remember, Enhanced 911 Service will not function properly if you are using the service away from home.

Telair service is portable to any location with broadband Internet access. If you travel, you can take your Telair equipment with you and your service will work in any location with broadband Internet access. However, do NOT dial 911 whenever using your Telair equipment in a location other than the service address associated with your Telair account, since emergency service will not be properly rendered. If you move or intend to use your Telair Service away from home for an extended period of time, you must update your new location in order for 911 to function properly. Call a Telair Customer Representative to make a change to your home address. Remember, it will take up to 30 days for this change to complete, and you should always maintain an alternative means of accessing emergency service.

Yes, Telair has a referral program called “Customer Referral Program”. For each customer that you refer, you will be given $2.00 off your phone bill, each month. So, if you refer 10 customers to Telair, you will receive $20.00 off your phone bill, each and every month. For larger Customer Referrals, the monthly credit will vary. Once you refer a customer to our team, we will ensure we contact you with the referral details, and/or you will see the approproate referral credits on your next monthly invoice cycle.