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Call Zone // FAQs
Customer Service
Toll Free: 1 866 888-8222
Toronto Area: 416 907-4000
(Mon-Fri 8AM to 12AM EST)
MOST COMMON FAQs

01. What's with the $37.50 annual administration fee?
02. Do I need to change my existing long distance company to use this service?
03. Are there any special commitments or long-term contracts required in order to use this service?
04. What cities and towns are included on Call Zone?
05. How do I make a call?
06. Why is the area I live in not included?

EVEN MORE QUESTIONS...

07. Will other cities and towns be added to Call Zone?
08. Are there any restrictions on when I can call?
09. Are there any restrictions on how many calls I make?
10. Are there any restrictions on the length of each call?
11. What if I have more than three phone numbers I want to register?
12. What if my phone numbers are in two different area codes (i.e. home and cottage)?
13. My phone number changed. Do I need to register again?
14. Can I register for more than one person?
15. Why do you need my email address?
16. I'm having problems registering. Who do I contact?
17. How do I make a call?
18. Can I make calls from my home phone?
19. Can I make calls from my cell phone?
20. Will the service still recognize me if I have blocked my number from coming up on call display?
21. I have forgotten my PIN code, what can I do?
22. Where can I call to?
23. I need to change some information on my profile how do I do this?
24. What is a special country code termination? How do I find out if I'm dialing to a special country code termination?

..AND THE ANSWERS!

01. What's with the $37.50 annual administration fee?

Onlinetel charges an annual $37.50 fee for administration of your account. Onlinetel does not provide refunds in whole or in part should you use the free service less than the 1 year term.

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02. Do I need to change my existing long distance company to use this service?

No. Call Zone?is an "add-on" service and does not conflict with your current provider. Your long distance company bills you when you dial "1" in front of the number. If you don't dial "1" it's considered a local call and will not use your long distance company's service.

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03. Are there any special commitments or long-term contracts required in order to use this service?

No special commitments or long term contracts are required when registering for this service. You can continue using any other telephone service or long distance provider in addition to Onlinetel.

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04. What cities and towns are included on Call Zone?

See the map for our approximate service areas. Please use our search option to find out what cities and towns you can call for free.

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05. How do I make a call?

If you are calling from a registered number, just dial your local access number (as provided at registration), listen to a short message and then dial the area code and number you wish to call. Call Zone?will then connect your call. If you are calling from a non-registered number, then make sure you have your PIN code handy. Just dial the appropriate access number, and the system will ask you to enter your primary phone number (as entered at registration), and then enter your PIN code. Once the system recognizes you as a registered user, then you just proceed as normal.
NOTE: Do not dial "1" prior to calling your access number or you will be charged by your long distance company on your phone bill. All access numbers should be local calls for you.

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06. Why is the area I live in not included?

Call Zone?is currently only available between select cities within Ontario, Quebec and Alberta. See the map for our service areas.

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07. Will other cities and towns be added to Call Zone?

In the future we hope to expand Call Zone?to include additional cities and towns. We'll let you know when this happens.

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08. Are there any restrictions on when I can call?

No. Talk to your friends and family whenever you want! That's anytime, 24 hours a day, 7 days a week.

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09. Are there any restrictions on how many calls I make?

This service is intended for normal consumer use and provides for up to 200 calls per month. If you use up all 200 calls under Call Zone + Call World in a 30 day period, you are invited to use Onlinetel's other long distance services such as: - 10-10-580 (Please check rates to verify the charges as they differ from Call World.). At the start of each 30 day billing period, your call counter is refreshed for another 200 calls. This very rarely happens, as most customers use less than 100 calls/month.

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10. Are there any restrictions on the length of each call?

Average call lengths are about 10 minutes. This service is set up to accommodate calls lasting up to 30 minutes. At the 30 minute mark your call is automatically disconnected. You will be reminded by a voice message 1 minute prior to disconnect. If you wish to continue the conversation just dial again.

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11. What if I have more than three phone numbers I want to register?

The system allows a maximum of three phone numbers to be registered. You can, however, call from other numbers by entering your primary number and PIN code when prompted after calling the applicable access number.

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12. What if my phone numbers are in two different area codes (i.e. home and cottage)?

You can register numbers with different area codes from within your home province but you will have to go back to the home page to confirm what areas you can call from each number registered.

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13. My phone number changed. Do I need to register again?

You will need to register again if your primary number (as entered at registration) has changed. We also need to make sure your new number is still within Call Zone?service area. If one of your other numbers has changed just visit www.callzone.ca to update your profile.

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14. Can I register for more than one person?

No. Each person registering for Call Zone?must accept the terms and conditions for themselves, and pay the annual administration fee.

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15. Why do you need my email address?

Your E-mail address in combination with your primary phone number creates a unique profile for you on our system. It also allows us to provide you with updates on Call Zone?long distance service and any other special long distance offers that may be of interest.

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16. I'm having problems registering. Who do I contact?

Please complete the customer support form or call us at 1-866-888-8222.

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17. How do I make a call?

If you are calling from a registered number, just dial your local access number (as provided at registration), listen to a short message and then dial the area code and number you wish to call. Call Zone?will then connect your call. If you are calling from a non-registered number, then make sure you have your PIN code handy. Just dial the appropriate access number, and the system will ask you to enter your primary phone number (as entered at registration), and then enter your PIN code. Once the system recognizes you as a registered user, then you just proceed as normal. NOTE: Do not dial "1" prior to calling your access number or you will be charged by your long distance company on your phone bill. All access numbers should be local calls for you.

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18. Can I make calls from my home phone?

No. You can call from any number in your local calling area. If you're calling from a number that you provided at registration the system will recognize you and process your call immediately. If you are calling from another number in your local calling area you will be asked to enter your primary phone number (as entered at registration) and your PIN code.

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19. Can I make calls from my cell phone?

Call Zone?works from cell phones and touch-tone land lines. However, you will be charged air time as per your usage plan from your cell phone company.

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20. Will the service still recognize me if I have blocked my number from coming up on call display?

No, you will have to enter your account number and your PIN.

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21. I have forgotten my PIN code, what can I do?

Log in to My Account. You can click on the link that says "I forgot my login, email it to me now!" enter your email addres, and wait for the information to come to you. You can also call customer service at 1-866-888-8222.

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22. Where can I call to?

Go to Call Zone maps page, and use search tool. The next page will tell you all the access numbers and the cities that you can call to for FREE. If the city is not listed, you cannot call there using Call Zone, if you attempt to do so, the system will play a "fast busy" tone to you, or you will hear a recording "The number you are trying to reach is long distance, please dial 1 or 0 before the number".

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23. I need to change some information on my profile how do I do this?

Log in to My Account. Log in with your 10-digit account number, and 4 digit pin that you use to make free calls, and you will be given the opportunity to change your account. You can as well call customer service at 1-866-888-8222.

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24. What is a special country code termination? How do I find out if I'm dialing to a special country code termination?

A special country code termination is an international toll number assigned to certain institutions in various destinations. These may include army bases, universities, hospitals, banks and other goverment institutions. A higher rates may apply to these destinations.

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