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Click a Link for Answers to Frequently Asked Questions...

QUESTIONS
General
  1. What are the advantages of using your service over my current line?
  2. What are the differences between your phone service and my current phone line?
  3. Do I have to pay a deposit on the Phone Adapter?
  4. Is there a setup or activation fee?
  5. What are your Long Distance Rates?
  6. What do I need to have to use your service?
  7. What type of High Speed Internet will work with TrinitiComm?
  8. Can I use your service with a dial-up Internet connection?
  9. Is it very complicated to install?
  10. My Cable/DSL Provider offers a Lite service, will TrinitiComm work with this type of broadband connection?
  11. Will my phone line work if my computer is turned off?
  12. Will I be able to surf the Internet and use the phone at the same time?
  13. Can I keep or transfer my current number?
  14. Can I make 911 calls?
  15. How Much Is Directory Assistance (411)?
  16. How long does it take to get my phone line activated?
  17. Will my number be listed in the phone book?
  18. What happens if I move?
  19. What happens if I travel?
Installation
  1. Wiring multiple phone outlets
Voicemail
  1. How do I access my voicemail?
  2. What is my voicemail password?
  3. How long can my voicemail greeting message be?
  4. How long can I store my voice message?
  5. How long can voice messages be?
  6. How many messages can I store in my voicemail?
Service Features
  1. Call Display
  2. Call Forwarding
  3. Do we offer Voicemail to Email/SMS/Phone/Pager service?
  4. How do I add call features to my phone line?
  5. How do I use the TrinitiComm calling features?
  6. Can I have more than one phone line?
  7. Can I add additional phone numbers to my line?
  8. Can I add a toll free number to my line?
  9. Can I fax with your service?
Billing
  1. When do I get billed?
  2. How do I get billed?
  3. How do I view details of my long distance calls?
  4. How do I cancel my account?
Number Transfer
  1. Can I transfer my old phone number if I have DSL (high-speed internet service through my telephone company)?
  2. How long will it take to transfer my existing phone number?
  3. What happens while my number is being transferred?
  4. What happens if my number cannot be transferred?
  5. Can I transfer an existing cellular number to your service?
Technical Support
  1. Can TrinitiComm VoIP work with wireless internet?
  2. Dial Plan
  3. Opening Router Ports and DMZ Activation for Routers
  4. How come I do not have dial tone?
  5. How to obtain the IP Address of your Phone
  6. Must we activate 911?
  7. What type of devices do TrinitiComm support?
  8. Why do I have Echo on my phone?
  9. Why is my voice quality very poor?

ANSWERS
General
  1. What are the advantages of using your service over my current line?
    The main advantage of using our service is SAVINGS. Compared to traditional phone lines, you can save up to 70% per month. Another big advantage is portability. With TrinitiComm, you can get phone service, anywhere in the world as long as you have broadband internet access. This means, you can move anywhere, anytime you want. If you move a lot, you will no longer have to pay for expensive setup and moving charges. If you travel a lot, you will no longer have to pay long distance charges to call home. Click Here for more info.
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  2. What are the differences between your phone service and my current phone line?
    Our phone service works virtually the same way as your phone current service. It has the same selection of call features and works with any a standard phone set. It is a lot cheaper than your current phone service and you will also save on long distance. Best of all, our phone service is PORTABLE, which means you can bring your phone line with you to anywhere you go. All you need is a High Speed Internet connection and you will be able to get phone service, anywhere in the world.
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  3. Do I have to pay a deposit on the Phone Adapter?
    Yes, there is a $50 deposit (or $100 deposit depending on the type of adapter that you will need) which will be refunded to you provided that all components of your TrinitiComm Phone Adapter device is returned in working and salable condition.
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  4. Is there a setup or activation fee?
    There are no setup or activation fees.
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  5. What are your Long Distance Rates?
    Free! Click Here for a complete list of our international flat rate plans and per minute rates.

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  6. What do I need to have to use your service?
    You only need 3 things:
    a) High speed, broadband internet access
    b) A TrinitiComm VoIP phone adapter
    c) A phone

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  7. What type of High Speed Internet will work with TrinitiComm?
    TrinitiComm works with any high speed internet connection including Cable or DSL.
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  8. Can I use your service with a dial-up Internet connection?
    No. Our phone service requires an "ALWAYS ON" broadband Internet connection.
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  9. Is it very complicated to install?
    Not at all. There are two ways to go about doing this depending on your home or office network setup. It takes only a few minutes to be up and running making and receiving calls.

    1) If you have or will have your own router, you simply connect the analog telephone adapter (ATA) that we will send you to your router in an open port and then connect an existing phone to your adapter.

    2) If you request an ATA with a router built in, then you will simply connect your ATA/Router to your DSL/cable modem and then connect an existing phone to your ATA. Your other network devices will then connect to your ATA/Router via available open ports.

    After doing either 1) or 2), then plug your adapter into a power socket and you're ready to go! You should have a dial tone in about 3 seconds.
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  10. My Cable/DSL Provider offers a Lite service, will TrinitiComm work with this type of broadband connection?
    Yes. Even though Lite, or entry level, broadband connections are slower than regular broadband service there is still enough speed to support a TrinitiComm phone call without any sacrifice in quality.

    However it is important to note that many Lite broadband connections may only allow one device to connect to the internet at a time. In such cases you will need a router (~$50 USD) to allow multiple devices to connect to a Lite connection. Routers also provide firewall protection to your network from hackers and many viruses. Shaw Lite is an example of a broadband connection which only allows one device to connect.
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  11. Will my phone line work if my computer is turned off?
    TrinitiComm does not rely on your computer to function. In fact, you don't even need a computer for your phone service to work.
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  12. Will I be able to surf the Internet and use the phone at the same time?
    Absolutely. Your phone service is not related to your computer at all.
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  13. Can I keep or transfer my current number?
    Yes in most cases. Click Here to check if your number is portable.
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  14. Can I make 911 calls?
    Yes, 911 service is available. Please note there are some important differences between 911 dialing with VOIP and traditional phone lines. For details, please click here.
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  15. How Much Is Directory Assistance (411)?
    The cost to call directory assistance by dialing 411 is 95¢ per call. You can get numbers from more than one place by simply staying on the line. If you don't mind dialing extra digits for FREE voice activated directory assistance, then simply dial 1-800-GOOG-411 (800-466-4411) for Google's free 411 Service. This completely voice-activated information service is free to call, use and connect to your desired number from any phone!

  16. How long does it take to get my phone line activated?
    If you will need a TrinitiComm Analog Telephone Adapter (ATA), we will ship it to you in 24-48 hours after we receive your order. Shipping takes about 7-10 days. If you have your own ATA then we can have your new phone service set up within 2 business days from the time of your order.
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  17. Will my number be listed in the phone book?
    If you are transferring your number to us and your number was listed in your local telephone directory's white pages before, you will remain listed in the white pages of the directory. If you get a new number from us, it will not be listed.
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  18. What happens if I move?
    You simply unplug your phone and adapter and plug it into your new home's high speed Internet line and you will get a dial tone immediately. Anyone who calls you at your number will get through to you at your new location. You do not need to configure anything. There is no need for any technician visits. There are no move fees. (Note: Once moved you must log in to your customer account as soon as possible and update your 911 address information or 911 service will be dipatched to your prior address if needed.)
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  19. What happens if I travel?
    You simply take your adapter along, plug it into your hotel's high speed Internet line and into your phone there. You will instantly get a dial tone. You can call anyone in your home area for free. Anyone in your home area can reach you at your same home number. These calls are considered 'local' and there are no long distance charges.
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Installation
  1. Wiring multiple phone outlets
    Click here for instructions on how to wire all the phone jacks in your home or office to use VOIP.
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Voicemail
  1. How do I access my voicemail?
    Dial *98 on your TrinitiComm phone. If you are calling from an outside phone: 1-888-311-2558 (Toll-Free)
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  2. What is my voicemail password?
    By default, your voicemail password is the last 4 digits of your new TrinitiComm phone number. You are strongly advised to change your password the first time you access your voice mailbox.
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  3. How long can my voicemail greeting message be?
    You can record your own personal greeting message of up to 1 minute long.
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  4. How long can I store my voice message?
    Voice mail is saved for up to 14 days in our system before it is automatically deleted.
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  5. How long can voice messages be?
    Callers can leave you voice messages of up to 3 minutes long.
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  6. How many messages can I store in my voicemail?
    You can store up to 50 messages at any one time.
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Service Features
  1. Call Display
    Our servers and any device we program for you are fully call display enabled.

    We send the name and number for all calls. The receiving phone company can choose to accept or reject the info we send or they can choose to accept a partial amount of the information ie: name but not number, or number but not name.

    Some recipient companies will also give preference based on the source of the number calling their users. For example a big phone company may choose to show all the information from another big phone company with whom they have a pre-arranged agreement, whereas they may not do the same for other phone companies. Unfortunately we cannot control what another company chooses to display or not.

    You may have already noticed examples of this if you have ever used a cell phone. Most cell phone providers choose to only provide the number of the person calling in. Some companies actually charge extra to show the name of the caller.

    For inbound calls we can only display the information to you that we receive. We will pass whatever we receive to your phone. However sometimes people calling us will have selected to use call-blocking or other such features so you will find that occasionally incoming calls may not have any call display information associated with them.
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  2. Call Forwarding
    The call forwarding system currently has a limitation for telephone numbers beginning with certain area codes. The limitation effects the call forward always, call forward busy and call forward no answer.

    The symptom of this problem is that when any of the forwarding services are activated your phone will still ring for 20 seconds (4-5 rings) before the call forwarding takes effect. Call forwarding will work normally after this time. However the added time may confuse the caller as to why it took you longer to answer.

    At this time there is a very manual and partial solution that may offer some assistance. If your telephone adapter is turned off your phone will not ring the 4-5 times and therefore go directly to call forwarding as normal. We do not recommend this solution as it requires you to unplug and replug the power to your adapter each time.
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  3. Do we offer Voicemail to Email/SMS/Phone/Pager service?
    Yes we do offer Voicemail to Email/SMS/Phone/Pager service. Please log into "My Account" page and click on "update Voicemail-to-Email settings" and you can update your Voicemail-to-Email Notification Address and/or Voicemail-to-SMS/Phone/Pager Address.

    Note:
    Your cellular phone providers might charge a fee for any SMS, Phone or Pager services.
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  4. How do I add call features to my phone line?
    Simply contact our Billing Department by Clicking Here to log into your Account Manager, Clicking Here to submit a Rapid Response ticket in our Premier Service & Support Center or by calling 1.800.218.7791 (Toll-Free).
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  5. How do I use the GeneSys calling features?
    Feature To Activate To Deactivate Notes
    Say my phone number *31 Says current phone number.
    Echo Test *32
    Play Music *33 Plays on-hold music for up to 1 minute.
    Current Time *34 Says current date-time
    Call Block (Private CallerID) Block on a per-call basis:
    *67 + number-to-call
    Call block only blocks on a per-call basis. In other words, the very next call will show the caller id, unless *67 is used again.
    Call Holding Flash-hook to place the current call on-hold. Person will hear on-hold music.
    Call Display (incoming calls) Use CallerID phone/box.
    Call Waiting Phone will beep/ring on 2nd incoming call (waiting). Flash-hook to switch to call.
    3-Way Calling 1. Dial 1st number
    2. After 1st party answers, flash hook to get new dialtone and then dial 2nd number.
    3. When 2nd party answers, flash hook again to activate 3-way calling between everyone.
    Call Forward Always *72 + number
    Example: *726046067880
    *73 Forwards ALL incoming calls.
    Call Forward On-Busy *90 + number *91 Forwards incoming calls only when handset is in use (i.e. busy).
    Note: If you also have call-waiting service, then handset is only 'busy' on 3rd incoming call.
    Call Forward No-Answer *92 + number *93 Forwards incoming calls if not answered.
    Voicemail *98 The default password is the last 4 digits of your phone number.

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  6. Can I have more than one phone line?
    Yes, you can add as many phone lines as you wish but each line will be charged separately. Additional lines may require additional adapters as each adapter only supports up to 2 lines.
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  7. Can I add additional phone numbers to my line?
    Yes, you can add as many phone numbers (except toll free numbers) to your line as you wish but there is a charge for each additional number.
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  8. Can I add a toll free number to my line?
    Yes, but each phone line can only be assigned one phone number. If you have a one-line service plan, we strongly suggest that you UPGRADE to add another line for your toll free number. Otherwise, you can REPLACE your existing local number with a toll free number but all incoming calls (including local calls) will be considered toll free and will be charged.
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  9. Can I fax with your service?
    Yes, but fax mode on your account must be turned on before you can use it. To turn on fax mode, click the My Account link on our website, login to your account and go to the Phone Features area.

    NOTE: Lower speed Internet services (such as DSL light or Cable basic) will not support faxing.
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Billing
  1. When do I get billed?
    You will be billed once a month, on the anniversary date of when you initially signed up. Monthly fees are charged in advance while long distance fees are charged at the end of your billing cycle.
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  2. How do I get billed?
    In order to keep our cost low and pass on the savings to you, we invoice by email only. Paper invoice can be provided on a per request basis.
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  3. How do I view details of my long distance calls?
    You can view detailed records of your long distance calls online at anytime. Simply click the My Account link in the top right corner of this site OR Click Here to access your account. You will be required to provide your account password to login. If you do not remember your password, please:

    a) refer to the the Quick Start Guide you received with your phone adapter or

    b) click on the link provided at the login screen and your password will automatically be sent to the email account we have on your file.
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  4. How do I cancel my account?
    All cancellations must be initiated by submitting a ticket in our Premier Service & Support Center. If you have not registerd to use the S&S Center before, click 'Register' and complete your brief profile. You must then verify your identity and activate your account by clicking the link in the email that will be sent to you right after completing the registration process. Then click 'Submit a Ticket', select your Department from the dropdown list and then follow the remaining steps. Your request will be processed as quickly as possible.
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Number Transfer
  1. Can I transfer my old phone number if I have DSL (high-speed internet service through my telephone company)?
    Yes, but you must call your DSL provider and request to have your telephone and internet service to be UNBUNDLED. Your DSL provider will then assign another number to your DSL connection (also called Dry-Loop DSL) and your existing phone number will become a stand alone line. This will allow us to port your existing number to our service without affecting your DSL connection. It is important that you DO NOT cancel your existing phone line until the transfer is completed which can take up to 6 weeks. If you are a new customer, we will assign you a new temporary number While your number is being ported.
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  2. How long will it take to transfer my existing phone number?
    Unfortunately, transferring your number can take up to 6 weeks to complete. Once you submit the necessary paperwork to us, a porting request is submitted to your current phone company within 1-2 business days. From there, it ultimately depends on how fast your current phone company can process our request and release your number to us. Your current phone provider may reject or delay our porting request for these reasons:

    - Pending balance owing
    - Name or address mismatch (must match exactly as it appears on your phone bill)
    - Contract obligations
    - Associated features such as ADSL, Distinct Ring, Additional numbers
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  3. What happens while my number is being transferred?
    During the number transfer process, we will provide you a temporary number so that you can begin using our service and all its free features immediately. When your number is transferred, your temporary number will be replaced with your ported number seamlessly. You will receive an email notificaiton that your number has been changed.
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  4. What happens if my number cannot be transferred?
    In rare cases, we may not be able to transfer. In this case, you may choose give up your current number and and we can provide you a new number in your area or elsewhere. Or, you can also keep your existing phone line with your current provider with minimal service and use our line to help you save on outgoing long distance calls.
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  5. Can I transfer an existing cellular number to your service?
    Yes but we only have access to limited areas. Please email porting@triniticomm.net to check if your cellular number is portable.
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Technical Support
  1. Can TrinitiComm work with wireless internet?
    The VOIP adapter needs to be plugged into a physical ethernet outlet. At some locations, the only internet available is via a wifi hotspot (sometimes called a 'wireless internet') such as in some hotels, cafes, shopping malls.

    In such cases, here are some options you can try, starting with the easiest:

    --- If you have a laptop that can connect to the wireless internet, then a softphone would be the simplest solution. Please go to Click Here to download the softphone and follow the instructions on how to set it up. You will need a headset to be able to use the softphone, but these are inexpensive and usually found at many electronics stores.

    --- Any Windows XP/Vista computer that has both a wifi card and an ethernet plug can be configured to act as a wireless bridge. Basically, you plug the VOIP adapter directly to the computer, and the computer acts as the go-between so that the adapter can get to the internet. This requires some changes to your computer's settings. If you are unfamiliar with it, please contact us and we can use a remote assist tool to help you.

    --- Some wireless routers can also act in "wireless bridge" mode. Bascially the router turns the wirless signal back to a regular ethernet one, so that you can plug your VOIP adapter into it to work. Not all wireless routers can do this. This also requires a fair amount of technical skills to get working.

    We would also like to place a word of caution - some places (especially hotels) purposely block VOIP traffic. This means that no mater what you try, VOIP won't work at such places. They usually do this to force their customers/guests to use the house phones, which they would be able to charge for.
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  2. Dial Plan
    Customers provisioning their own hardware devices should be aware that a special dial plan is needed to use our service effectively. Without the correct dial plan you may experience delays of up to 20+ seconds before hearing a ring tone when making outbound calls. The following dial plan is effective on all Sipura and Linksys* devices.

    The correct dial plan to use is: (Important: Copy and Paste these into one string with no spaces or line breaks)
    ([3469]11|0|00|[2-9]xxxxxxxxx|1xxx[2-9]xxxxxxS0|*xx
    [2-9]xxxxxxxxx|*xx|xxxxxxxxxxxx.|[2-9]xxxxxxS2L2|*xx
    [2-9]xxxxxx|*67[0-1]xxxxxxx.)


    The entire string above should be pasted into the dial plan box as one line. After you save the update, the delay problem should be resolved immediately.
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  3. Opening Router Ports and DMZ Activation for Routers
    We have found that routers are the most common cause of VoIP service disruptions. Most modern routers provide you with the ability to open certain ports in the router and firewall so that communication can pass freely to and from your telephone adapter. If you still experience call quality issues after opening the following ports, then go to the second option of putting your adapter in the DMZ.

    Outbound Ports to Open: 5060-5070,8060-8070
    Traffic Type: UDP
    Incoming Firewall Ports to Open: 10000-30000
    Traffic Type: UDP

    The second option: Activating the DMZ option eliminates the router as a problem source while still offering the same level of security and networking options to all the other devices within your network. DMZ also allows our technical support department to access your phone adapter for remote troubleshooting purposes.

    DMZ is an acronym for "De-Militarized Zone". Enabling this feature tells your router to deliver all incoming traffic in an un-altered form to the device that you specify. In this case the device will be your VoIP telephone adapter. This elimates the router as the source of your VoIP problems.

    Every brand of router has a different management interface. Please refer to your router manual or contact our technical support department.

    Once you know the IP enter it in the DMZ section of your router. Be sure to enable the feature and save the settings. This change is immediate so you will be able to test your VoIP telephone right away to find the results.
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  4. How come I do not have a dial tone?
    There are a few possibilities why you lost dial tone. Here is a checklist of things you can check.

    1. Make sure your internet is working. If you internet is not working your phone will not work because VoIP requires high speed internet in order to work.

    2. Make sure the telephone is plugged into the appropriate port, Phone 1 or Phone 2.

    3. Disconnect and re-connect the telephone cable between the adapter and telephone.

    4. Power cycle your phone adapter by unplugging the power wait for 1 minute and plug the power back into the adapter.
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  5. How to obtain the IP Address of your Phone
    All Models (except Linksys RT31p2 Router)
    • Get a pen and paper ready
    • Connect a telephone handset to the TrinitiComm adapter.
    • Using the handset dial the star key (*) four times.
    • You will hear a man's voice say "Configuration Menu".
    • Dial 110# , the phone will then read out the IP address

    Linksys Router Model (RT31p2 model)
    • Connect your computer to the RT31p2 to anyone of the 3 ethernet ports
    • Open your web-browser (Example: Internet Explorer)
    • In the address bar type: http://192.168.15.1 and press enter.
    • Enter the default username: admin and password: admin
    • You are now in the router admin area, click on Status in the menu bar
    • Note the WAN IP address. This is the IP address of your digital telephone adapter
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  6. Must we activate 911?
    Due to the regulations and law by CRTC, 911 emergency calling is mandatory for end user. The end user and only the end user must input their information such as their name and address to activate 911.

    To activate 911, please go to your My Account management area.

    For more information including terms and conditions of 911 please visit Terms and Conditions.
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  7. What type of devices does TrinitiComm support?
    TrinitiComm support devices that are SIP enabled. We also support Soft Phones that are SIP enable for example X Lite by CounterPath.
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  8. Why do I have Echo on my phone?
    Echo issues can cause by quite a few things. Here are a few checklist you can use to solving your problem.

    - Try a different phone. If the audio is better, the problem is with your phone.

    - Turn the volume softer on your phone

    - Make sure all the wires are securely inplace. Replace any wires that are torn or have loose connectors.

    - Make sure your TrinitiComm adapter is at least a few feet away from any other electronic devices such as microwave.

    - If you are using a cordless phones, change the frequencies or channels on the phone.
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  9. Why is my voice quality very poor?
    From time to time we find that clients may have call quality problems. The most common cause of this is limited bandwidth provided to you by your Internet Service Providers (ISP). We have found that more and more ISPs are now offering entry level broadband plans with limited speed. These plans are often called 'Lite' or 'Basic' and they severly affect the quality of your digital phone connection and your entire Internet browsing experience.

    If you are on one of these entry level packages you may have just enough speed to support a VoIP telephone call but not enough to enjoy the crystal clear quality of our service. If you are unsure which package you are on, or how much bandwidth you have, perform a speed test below to determine how fast your connection is. If prompted, please use the city closest to you when testing for a more accurate speed. You may also want to multiple tests from various locations to get a more accurate average.

    Powerful Speed Test Powered By Speedtest.net (Preferred)
      Test your Internet connection speed at Speedtest.net

    More Speed Tests Powered By BroadbandReports.com
      Main Speed Test Landing Page

    Once you have run the test you should see your Download and Upload speed results. The lowest speed will be the limiting factor in your call quality. Here is what you could expect if either of your speeds are too low:

    Upload speed too low -> Your voice will not be clear to people you call.
    Download speed too low -> Your callers voice will not be clear to you.
    Latency -> The time delay between when audio is sent and received.

    We recommend a minimum of 128Kb/s for both upload and download speed for voice lines, and a minimum of 400KB/s if you have enabled the fax option. The more speed the better especially when you have addition things using your Internet connection like PCs, notebooks, game systems, etc. Using these things in conjunction with your digital phone service can affect call quality so we recommend you upograde to a more generous bandwidth plan from your ISP.

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