// faq
Frequently asked questions.
The practical stuff — billing, contracts, keeping your number, and how the service actually works. Can't find your answer? Our team is one call away.
01How would I pay for this service?
You can pay with Visa, Mastercard, American Express, Interac and PayPal. Your monthly service is prepaid, one month in advance. Any long-distance overage is billed on the following month’s invoice.
02Are there any contracts?
No contracts to sign — we operate on a prepaid, monthly basis. We only ask that if you cancel before one year has elapsed, you return any hardware we provided. After one year, the hardware is yours to keep.
03Who do I contact if I have a problem?
The easiest way to reach support is to open a ticket in the customer portal. You can also email support@nrtel.ca or call us toll-free at (877) 367-6005.
04How does the service work?
The service works using Voice over IP (VoIP). When you sign up, we provide a VoIP adapter that plugs into your modem/router; your handset then plugs into the adapter and you can make and receive calls. Business customers are recommended to use SIP-based telephones such as Aastra or Polycom.
05Do I keep my existing number?
Yes — you keep your number by transferring (porting) it to Northridge Telecom. It only takes a few standard forms, which we provide. Porting takes 7–10 business days from when we receive your documents, with no downtime during the transition. Prefer a fresh start? You can choose a new number in the city of your choice.
06How long does it take to set up?
Generally it takes one to two weeks to receive your telephone adapter in the mail. You can also use SIP-based software to start using your new service immediately — contact us for details on supported SIP software.
07Are there any long-distance charges?
Nationwide calling coast to coast is free within Canada and the U.S. International destinations (including Mexico) are billed at our published long-distance rates.
08Is the service easy to understand?
Yes. You simply plug a configured SIP phone into your router. That’s it.
// still have questions?
Talk to a real person.
No phone tree, no script — reach our local team toll-free or send a note and we'll get you a straight answer.