G3 Long Distance Frequently Asked Questions

What are your different long distance plans?

G3 offers three (3) long distance plans that are specially tailored to your needs:

• Direct Dial Plan
• Access Dial Plan - Regular Prepaid
• Access Dial Plan - Prepaid Auto

Our postpaid service, Direct Dial Plan, lets you dial directly without any access codes or PIN numbers to enter. With no contract or any prepayment required, you conveniently receive your billing monthly. There are no confusing plans - just great rates, quality and service!

With our prepaid service called Access Dial, you can choose between our Regular Prepaid and Prepaid Auto plans. You don't have to switch your existing long distance carrier to be able to use this service. We will give you an access number from your city and set up the phone numbers you wish to register with G3. There are no PIN numbers to enter and no expiry dates!

Where are your long distance services available in?

Our long distance service is available all across Canada and the USA. For US customers, please click here.

Access Dial

Our Access Dial service is available anywhere in Canada. The rates advertised are based on dialing a local access number. To see the cities that we have local access numbers from, click here. To dial outside these cities, you can use our toll free number and a surcharge of 3 cents will apply.

Direct Dial

Our Direct Dial service is available across Canada.

What currency are your rates advertised in?

Our advertised rates are in Canadian currency. For US customers, please go to our G3 Telecom US website.

*A higher rate may apply for cell phones and special country code terminations.

Can I use your service for my business?

Absolutely. Unlike other long distance companies, we do not charge higher rates for business customers. You will get the same low rates for home or business.

Can I use your services from my cell phone?

Yes, you can use our services from your cell phone. You will still be charged your usual air time and any roaming charges (if outside your regular coverage area) by your service provider. Our plan is great for cell phone use because you avoid paying the high long distance charges that most cell providers charge. If you plan on using it often - you can program the access number as a speed dial in your cell phone.

How do I place a long distance call with my cell phone?

Can I use your services from a public payphone?

Yes, you may by using our toll-free number 1-866-859-9509 (Canada). An applicable surcharge will apply.

What is the minute increments you charge?

All calls are charged by the minute. For example, if your call lasts for 6 minutes and 30 seconds, it will then be billed at 7 minutes.

Do you provide a Calling Card?

Yes we do. If you would like to use the service from outside your home, ask our customer service representative. You will receive a calling card in the mail within two weeks of your order.

How do I see my call details on the website?

1. Log on to your account.
2. Click on My Long Distance Choices - choose between Access Dial or Direct Dial.
3. Click on See My Account Statement with Call Details.

How do I get my FREE G3 MINUTE cards?

Your FREE G3 minute cards will be sent to you by email or posted mail. Please provide an email address to us if you have as it saves on wastage.

Are there any hidden fees?

There are no hidden charges like connection fees, end of call charges, rounding minutes, minimum call lengths, etc.

What are special country code terminations?

Special country code terminations are international toll numbers assigned to certain institutions in different destinations such as government institutions, banks, hospitals, universities, army bases, etc. A higher rate may apply to any of these destinations. Call 416-499-2121 / 604-484-5923 or 1-888-556-5849 to learn more about special country code terminations.

What are your office hours?

Customer service is available 24 hours a day, seven days a week to assist you. Call 416-499-2121 / 604-484-5923 or 1-888-556-5849.

Am I tied to any contract with G3 Telecom?

No, you are not bound to any contract for any term of service or period of time. You may cancel your service at any time.

By using our service, you are bound to the terms and conditions of our service.

What are the legal terms and conditions of G3 Telecom service?

Click here to see the legal terms and conditions of G3 Telecom long distance service.

How do I apply for the Direct Dial long distance plan?

You can simply register by filling out the sign up form to create your account. Or you may call our customer service at 416-499-2121 / 604-484-5923 or 1-888-556-5849 and we will be happy to set this up for you. Once your application has been submitted to us, please allow 7-10 business days for your order to be processed.

To check the status of your application, you may call 1-700-555-4141 from the phone number registered with G3. If you hear the message "Thank you for choosing G3 Telecom as your long distance provider," you are ready to use our service. If not, please allow a few more days for your order to be processed.

Please note that at the moment, our Direct Dial service is not yet available to Rogers Home Phone subscribers.

How do I use the Direct Dial service?

To begin using our Direct Dial service, just pick up the phone and dial the long distance number you wish to call. It’s that easy.

To call Canada, USA and the Caribbean:
Dial 1 + Area Code + Phone Number

To call other countries:
Dial 011 + Country Code + Area Code + Phone Number

Where can I learn more about your currently offered bundles?

You can choose from three (3) different One Rate long distance bundles and call Canada, USA or over 40 countries for as low as 1¢ per minute or less!

• $7.95 a month - 1000 minutes Canada
• $9.95 a month - 1000 minutes Canada and USA
• $14.95 a month - 1000 minutes Canada, USA and over 40 countries

To learn more about our One Rate Bundles, click here.

Is there a credit limit on my account?

There is a default credit limit of $75 on an account. If you reach this limit, you can still use the service but an interim invoice will be created and your credit card charged.

At the end of the month, the regular billing will be done and the balance owing will be charged to your credit card. For example, if you made $100 worth of calls in a month, $75 will be charged from your credit card when you reach this limit and another $25 will be charged at the end of the month. As a result, your credit card will be charged twice but only for the total usage in the month.

Can I increase my credit limit?

Yes, please call customer service at 416-499-2121 / 604-484-5923 or 1-888-556-5849 to get a credit application.

I have a business with multiple lines, what do I do?

Call our customer service and mention that you are a business customer and one of our representatives will be happy to assist you.

Please note that at the moment, our Direct Dial service is not yet available to Rogers Home Phone subscribers.

What are the payment options available for the Direct Dial plan?

You can pay by credit card - Visa, Mastercard or American Express.

How will I receive my bill?

For your convenience, you will receive your monthly billing by email. You may also check all your call details online at www.g3telecom.com. We will charge your credit card on file at the end of each month for your charges.

Are there any network fees?

As part of our sign up promotion, there are no network fees for the first 3 months of your service. A network fee of $1.49 per month applies if monthly billing is less than $20 thereafter.

How do I use G3's Access Dial service?

G3's Access Dial is a dial-in service. What this means is you don't have to switch your existing long distance carrier. We set up a primary phone number and up to two (2) secondary phone numbers from which you will have access to our service. You then dial our seven-digit access numbers (from your city), followed by the long distance number you wish to call. There are NO PIN numbers required to dial.

You can program the access number as a speed dial in your phone, so it is easy to use. From outside the phone numbers you set up with G3 Telecom, we will provide a calling card for you to use.

How does your Prepaid plan work?

You simply add a minimum of $5 to your account to start using the service. You will hear the balance of the funds available on your account every time your use the service. After your funds are used up, you will have to add additional funds. Your balance remains on you account until it is used up and you can request a refund of the balance remaining anytime.

There are no monthly fees or minimums charged to your account. You will hear a one-minute warning when your funds are low and will be disconnected. You can also sign up for Auto-Recharge Service to automatically add funds to your account when your balance becomes low.

How do I dial using your service?

First, dial the access number in your city or the toll-free number. Then, dial your long distance phone number with all area codes.

Canada, USA and Caribbean: Dial 1 + area code + phone number + #

Other International Countries: Dial 011 + country code + phone number + #

Tip: Entering the # sign after you enter your phone number helps you connect faster. To make another call, don't hang up - simply enter ## and wait for the voice prompt.

To see list of access numbers, log on to your account, and click on My Access Dial Long Distance Choices. When the new page loads up, click on the Dialing Instructions & Access Phone Numbers link.

Surcharge will be applied when dialing a toll-free number.

How do I set up my account?

Simply fill out our application form, either online or call our customer service at 416-499-2121 / 604-484-5923 or 1-888-556-5849.

How do I set up online access to my account?

From our website, go to the Customer Login page, and click on Activate Online Access. Then enter the information requested and create your User ID and Password.

When you activate online access to your account, you can:

• Add funds to your account
• See your call details
• See your account history - Payments, referrals, Free G3 Minutes, etc.
• Manage your speed dial list

How do I recharge or add money to my G3 account?

You may choose any method from the following four (4) options:

Options (1) and (2) can be used 24 hours a day if you have a credit card on file with G3 Telecom.

What is Auto Recharge and how can I apply for it?

Auto Charge is an option that automatically recharges your account (for an approved amount of money) once it is at $5 or lower. With Auto Recharge, you don't have to phone us or go on the website to keep adding funds to your account. Our system will automatically add money to your account when your balance is low.

Using Auto Recharge lets you enjoy our Prepaid Auto Rates - these are our lowest rates to call all destinations. Auto Recharge is faster, it's more convenient, and you get to save even more.

To set up your account for Auto Recharge, please call our customer service at 416-499-2121 or 1-888-556-5849.

What are the payment options available for Prepaid Plan?

You can either pay by:

• Credit Card (Visa, MasterCard or American Express)
• Mail us a check
• Cash or debit card (pay at our office)
• Deposit money at the bank

Do I get a bill at the end of the month?

You can view your account balance and call details on our website. This is updated on a daily basis so you will have up-to-date information on your account. Since our service is prepaid, there is no billing. You can view your statement and account balances and information online through our website 24 hours a day.

Are there any monthly fees or minimums?

There are absolutely no monthly fees or minimums that are charged to you. You only pay for the minutes you use.

How does the speed dial feature work?

You can set up to 10 numbers on you speed dial list. This can be done by logging into your account and choosing "Manage my Speed Dial List," or by calling our customer service.

Once your speed dial numbers are set up, you simply dial our access number and enter the speed dial position (1 to 10) plus the # key. That's it! No more dialing long numbers!

How to Use The Speed Dial Feature:

a) Program Speed Dial Numbers

Enter phone numbers as you would dial the number and choose your description.

• For Canada, USA and the Caribbean enter: 1 + area code + phone number
• For International Countries enter: 011 + country code + area code + phone number
  
  (Make sure you do not enter any + sign or spaces in between the numbers)

b) Dialing with Speed Dial Feature

1. Dial Access Number
2. Enter Speed Dial Position (1 to 10) + #

After I enter my long distance number with your service there is a long delay before I am connected.

Just press the # key after you dial the number and your connection will be a lot faster.

What is your Prepaid Auto plan?

The Prepaid Auto plan is similar to the Prepaid plan but requires the following:

• You have to be registered for the Auto-Recharge feature
• Lower rates to call all destinations
• You have to pay by credit card and have an e-mail registered with us

What is Auto-Recharge?

Auto Recharge is a service provided to our customers that allows us to automatically recharge your account, once your account is at $5 or lower, for an approved amount of money. With Auto Recharge, the advantage is you don't have to phone us or go on the website to keep adding funds to your account. Our system will automatically add money to your account when your balance is low.

Using Auto Recharge lets you enjoy our Prepaid Auto Rates - these are our lowest rates to call all destinations. Auto Recharge is faster, it's more convenient, and you get to save even more.

To set up your account for Auto Recharge, please call our customer service at 416-499-2121 or 1-888-556-5849, or through our website.

What are the payment options for the Prepaid Auto Plan?

You can pay for the Prepaid Auto Plan either by Visa, MasterCard or American Express.

How will I get my bill?

Whenever we charge your account, your receipt will be sent to you by email.

What are your One Rate long distance bundles and how do they work?

Our One Rate long distance bundles are available to either existing or new G3 customers. You can add a bundle on to your existing Access Dial or Direct Dial plan, or you can simply enrol in any of our One Rate bundles if you only wish to call Canada, USA or over 40 countries. With One Rate Bundles, you can save up to 66% on your long distance calling to Canada, USA and over 40 countries!

How will I be billed if I get a One Rate Bundle?

On your first month, we will charge prorated (i.e. 10, 15, etc. days) depending on your start date. Then, your regular billing will start at the beginning of each month.

• $7.95 a month - 1000 minutes Canada
• $9.95 a month - 1000 minutes Canada and USA
• $14.95 a month - 1000 minutes Canada, USA and over 40 countries

Any minutes used in excess of your bundle's alloted minutes per month will be charged at the regular rate.

What if I would like to call other countries not included in your One Rate Bundles?

If you are an existing Access Dial (Regular Prepaid / Prepiad Auto) or Direct Dial customer and would like to call other countries not included in your One Rate Bundle, our regular long distance rates according to your present plan will apply.

If you are not enrolled in any of our Access Dial or Direct Dial plans, you can sign up for a minimum of $5 to your account to call other countries not included in your One Rate Bundle. When you sign up, you also get our Promo Rates for the first 30 days and then our low rates based on the plan you choose. Our Promos Rates are offered so you can test our service and see for yourself the quality and reliability of G3's long distance service.

How do I place a long distance call with my cell phone?

You simply have to use your assigned PIN number or register your cell phone number with G3 Telecom to start using it to call long distance. You can phone our customer service at 416-499-2121 / 604-484-5923 or 1-888-556-5849 and we will set it up for you.

How to place a long distance call with no speed dial setup:

1. Dial the G3 Local Access Number or toll-free number and PRESS SEND ONCE.
2. Listen to the voice prompt and enter your PIN #, if required.
3. When prompted, enter the long distance number you wish to call followed by the # sign. DO NOT PRESS SEND AGAIN.

How to place a long distance call using speed dial:

1. Dial the G3 Access Number and PRESS SEND ONCE.
2. Listen to the voice prompt and enter the speed dial position (1 to 10) plus the # key. DO NOT PRESS SEND AGAIN.

*Please choose and dial a LOCAL access number from your cell phone. You may incur long distance charges from your cell phone service provider if you dial an access number that is not local. Your usual air time and local charges from your service provider still apply.

Do I have to press the SEND KEY again after I dial the long distance number I wish to call?

No, you don't have to. After dialing the G3 Access Number, press the SEND key only once. When you hear the voice prompt, dial the long distance number you wish to call. DO NOT PRESS THE SEND KEY AGAIN.

Do your rates differ when using a landline versus a cell phone for long distance?

No, with G3 Telecom you can enjoy the SAME LOW long distance rates when using your cell phone or home phone, 24 hours a day, 7 days a week!

*When using your cell phone, you will still be charged your usual air time and any applicable roaming charges by your cell phone service provider.

How does the speed dial feature for my cell phone work?

You can set up to 10 numbers on you speed dial list. This can be done by logging into your account and choosing "Manage my Speed Dial List" or by calling our customer service.

Once your speed dial numbers are set up you simply dial our access number and enter the speed dial position (1 to 10) plus the # key. That's it! No more dialing long numbers!

How to Use The Speed Dial Feature:

a) Program Speed Dial Numbers

• For Canada, USA and the Caribbean enter: 1 + area code + phone number
• For International Countries enter: 011 + country code + area code + phone number
  
  (Make sure you do not enter any + sign or spaces in between the numbers)

b) Dialing with Speed Dial Feature:

1. Dial Access Number
2. Enter Speed Dial Position (1 to 10) + #

Is it safe to use my credit card on your website?

Yes, it is perfectly safe. Our website is a secure site as we employ the latest encryption technology.

Furthermore, we have met the latest and strictest Payment Card Industry compliance programs to keep your information secure. Click on the logo below to see Certificate of Compliance.

What is your Monthly plan?

Our Monthly Plan is available to our TalkIP (Voice over IP) customers. For our Monthly Plan, we charge you after you have used the service. We will assign you a credit limit for your long distance calls - usually $20 to start and will charge you when that limit is reached. The rates are the same as the prepaid plan and there are no additional fees or charges.

What are the payment options for the Monthly Plan?

You will pay for your long distance charges with the same payment option you are using to pay for your TalkIP plan - either by credit card or pre-authorized cheque payment.

How will I get my bill?

Whenever we charge your account, your receipt will be sent to you by e-mail.

Can I be charged more than once a month?

Yes, you will be charged on your account whenever your account reaches its credit limit.

Can I increase my credit limit?

Yes, call our customer service and we will set this up for you.