Help

• Telcentris offers VoIP and Data services across the USA and Canada. Our diverse team of professionals is standing by to assist you. Please use the contact information below to inquire about our sign up process
• Call Toll Free: 800-777-7357
• Already have an account? Contact us online for help (http://support.telcentris.com)

Frequently Asked Questions

• Can I cancel my Telcentris account at any time?

• The Telcentris Home phone service includes a 30 day money back guarantee. In order to cancel Telcentris Home Service, please call the Telcentris Customer Service department at (800) 777-7357. You can cancel your account without any financial obligation during the first 30 days of your contract. After the 30 day introductory period has elapsed, both an Early Termination Fee and a Device Recovery Fee will apply. Any pending usage charges may be applied as well upon termination.

• What is SMS Callback? How do I use SMS Callback?

• SMS Callback is essentially the ability to place and complete a call by simply sending a text message. To use SMS Callback you must first authorize your mobile number within the management console. To initiate a callback, send a text message to Telcentris at 1-858-880-4SMS (4767). In the body of the text message enter the number you would like to call. Enter this number exactly as you would dial it using your phone. Your phone should then ring, just answer your phone to complete the call.

• Can I use faxing with my Telcentris Service?

• You can receive inbound faxes through the optional Fax to E-Mail service. This service will route inbound faxes to a supplemental number associated with your account and will forward all inbound faxes to an e-mail address of your choosing as an attachment. The Telcentris Home Service does not currently support fax machines being plugged into the Telcentris Home Phone Adapter for inbound and outbound faxing.

• Can Alarm Lines, Modems, Credit Card Terminals or other digital devices be used with Telcentris Home Service?

• Alarm lines, modems, credit card terminals, and other digital devices will not work with Telcentris Home Services.

• How do I dial international numbers?

• In order to dial internationally, use the following dialing format: 011 [Country Code] [Number]

• Transferring an existing number to Telcentris

• Your existing home phone number can be transferred to their new Telcentris Home service. This transfer is referred to as the Local Number Portability (LNP) process. This transfer process requires us to obtain a signed Letter of Authorization and copy of your current phone bill. The Letter of Authorization must be signed by the same person who is indicated as the owner of the current phone service, even if the new Telcentris service will be in a different person’s name. This information is used to initiate the transfer of your existing phone number to the Telcentris Network. This process can take from 2 to 3 weeks from the date the request is made by Telcentris to the customer's existing phone provider. Once the transfer of the phone number is complete, existing service is disconnected by the customer’s previous provider. At this point, inbound calls made to the number that has been transferred will ring to the Telcentris Home Phone Adapter. Port request (LOA and copies of phone bills) can to be either emailed or faxed to the Telcentris team. If your have bundled services with your existing carrier, you must contact your current provider to determine porting requirements. Failure to do so may result in ALL existing services being canceled when the number is ported.

• How long does it take to port a phone number?

• Porting an existing phone number is a federally regulated process, and this process allows the existing owner of a number an allotment of up to 2 weeks to authorize a port associated with their account. The time delay associated with a phone number port cannot be expedited by Telcentris.

• Can I plug the ATA into my wall jack?

• If your wish to use the Telcentris Home Phone Adapter by plugging it into existing phone wiring within the your house, your are solely responsible for ensuring the integrity and completeness of the wiring in your house and it is not the responsibility of Telcentris to troubleshoot or resolve any issues associated with the your home phone wiring. Please refer to the Telcentris Installation and Home Wiring Guide.

• Does the Telcentris Home Service include multiple phone lines?

• Telcentris Home Service includes one phone line. This line can have multiple phone numbers associated with it. The optional Telcentris Home Additional Phone Number will allow you to have multiple phone numbers ring through to all of the phones plugged into your Telcentris Home Phone Adapter.

• Are there any taxes or fees associated with Telcentris Home Service?

• All applicable taxes and fees associated with your account will be added automatically to your bill. These fees vary by region.