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Telehop is in fact a public company and offers a number of products and services that include cheap international calling, home phone service, home Internet service, SIP trunking, Internet Fax and of course, business VoIP service. The company is based in Toronto Canada and has a primary focus on the Canadian market serving both businesses and consumers with its product offerings. Although Telehop has been around since 1993, it only started offering business VoIP service in 2012 when it acquired the business phone service offering from G3 Telecom.
Our review below is focused on their business VoIP offering.
In addition to the typical VoIP service that utilizes the public Internet for connectivity (also known as Bring Your Own Broadband, or simply BYOB), Telehop also offers a solution that uses its private network for improved security and voice quality. This also comes with professional installation, and depending on the contract length may include phones and PoE (Power Over Ethernet) switches as needed. The Private Network plans are more expensive than the BYOB plans.
Their main plan includes unlimited calling and faxing in Canada and the United States. Pricing varies depending on number of users (the more users the lower the cost per user). For additional fees you can add on toll-free numbers, virtual numbers, and a conferencing solution. They also have a "Pay As You Go" option under their BYOB plan, also known as a metered plan. This includes 250 minutes after which you pay per minute used. A great option if your business does not deal with many phone calls.
The service is feature rich and comparable to most other provider offerings. Features such as auto-attendant, call management, voicemail, find me/follow me, music on hold and efax are included. Greetings, on hold messages, and on hold music can be easily customized. A secure web portal allows you access to your features and for configuration.
Telehop offer a selection of Polycom Soundpoint phones to purchase with options of basic, manager, executive and conference phones. Pricing is on the high end for these compared to other providers but they do come pre-configured for their hosted system so you just need to plug them in. Private Network plan subscribers are required to use the phones they supply whereas BYOB plan users can make the choice to use others. A compatible device list is available on their website. They also have Netgear PoE switches and Linksys ATAs (analog telephone adapters).
The service includes efax service but you can get a special adapter for your existing fax machine if that is something you really want to keep.
Customer support is available via a toll-free number seven days a week between the hours of 8am and 2am EST, or via email. There is a decent knowledgebase on their website for common questions and guides for troubleshooting their different services.
Sixty (60) days written notice is required to terminate the Private Network plan. Only thirty (30) days notice is required for the BYOB plan.
The Private Network Plan option is ONLY available in Canada.
As with many service providers who have an unlimited calling plan a fair usage policy is enforced, with a maximum limit of 3,000 minutes per month per Service plan. Going over this limit may incur per minute overage fees.
If you have an alarm system connected to a phone line for your business then you will need to keep at least one traditional landline to maintain this as they do not support alarm systems.
They have found that their system can have issues with SMC 2 wire and TP-Link routers.
There does not appear to be a trial option or money back guarantee option where you can try out the service up front.
The Private Network plan adds an interesting option to the mix but at a premium price. If telephony security is critical for your business then it may well be worth the additional cost. The BYOB plan compares well with other options available in the Canadian market and we would recommend considering them as an option.
Next, see what others have to say about their experience by reading the user reviews.
There are currently only a small number of Telehop reviews as this company was just recently added to the WhichVoIP database. Although Telehop has been around since 1993, it only started offering business VoIP service in 2012 when it acquired the business phone service part of the business from G3 Telecom. If you assume the service will continue to be similar to what it was like with G3, you can check out our G3 Telecom business reviews also.
Existing Telehop customers should select the button on the right to add a review and let others know what you think of the service, good or bad.
Telehop reviews are listed in chronological order.
#2 : SEP 11th, 2013 : Heinz
I have been using Telehop (previously G3) for the past few years. I have had nothing but great service from them. I have found the transition from G3 to Telehop to be problem free and I felt that the team went the extra mile for me. As work from home travel agent, reliability and clarity is essential. I suggest this to any remote worker.
#1 : AUG 18th, 2013 : Jacqueline
We cancelled our order. We placed our order and gave a credit card for payment. After the order was completed we could never reach our sales rep. We were told that our order was shipped and found out the day we cancelled that it never got shipped. We were lied to by the sales rep. He told us he was on vacation and we called the company only to be told he had been there. He voice mail was usually full and phone messages were rarely returned. Brutal experience!
Comment by Rob C @ TeleHop on 8/21/2013 : Hi Jacqueline, I'm sorry you had a terrible customer experience and that is not something we take lightly and aim to deliver much better. I have spoken with the rep who took the order. Yes we did drop the ball and not order the modem. We have reviewed our provisioning process and made changes to ensure this doesn't happen again to future customers and have increased our stock on hand to ensure we are not sold out. I understand the rep offered a few different alternatives to help make up for the issue, but unfortunately you decided to cancel. If there is a chance we can win back your business, please send an email to customerservice at telehop dot com, attention Rob C, and I will do my best to deliver. Again, I'm sorry for the experience and we have taken your feedback and taken steps to improve. Rob C.
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