FAQ

Enter your postal code and we will show you the plans that can be delivered to you. Please note that these results are matched by postal code, not by street address — some networks are available on one side of a street and not the other, and fibre and FTTN also depend on the line into your building. We confirm serviceability at your exact address before any order is activated: nothing is installed, and you are not billed, until that check passes.

No. Our internet plans have no term contract and no cancellation penalty for the plan itself. If you are on a bundle and you cancel one of the services in it, the remaining services move to the prevailing standalone rates — the details are in our Terms of Service.

Your first bill is prorated from the day your service starts:

• If your service begins before the 15th of the month, you are charged only for the remaining days of that month.
• If it begins on or after the 15th, you are charged for the remaining days of that month plus the following full month.

After that first cycle, every billing cycle runs from the 1st of the month to the last day of that month. The exact amounts are shown on the checkout page before you place your order.

An installation charge applies to all plan types. It is a one-time charge that covers a technician visiting and activating the line from the outside main hub; the amount depends on the underlying network. You choose your installation date and time slot in the cart before you check out, and the available dates and slots are the ones the carrier can actually meet.

To protect against fraudulent orders placed in someone else's name, we verify your identity before an order can be completed. You will be asked to upload two pieces of government-issued ID and a selfie. Your documents are stored securely and are used only for this verification.

Yes. Home phone plans range from local calling to Canada-wide and North America calling, and include more than ten calling features such as call display, call waiting, call transfer, call forwarding, voicemail, three-way calling and do not disturb. For businesses we offer a hosted PBX that starts at a single extension and scales to forty, with IVR, call queues and conferencing available on the same system and no hardware to maintain.

In most cases, yes — you can transfer an existing telephone or wireless number to InnSys, and you can transfer an InnSys number to another provider. We cannot guarantee the date a transfer will complete, and in some cases we may give you a temporary number until yours arrives. To transfer a number away from InnSys, your account must be in good standing, and you remain responsible for your service charges until the transfer is fully complete.

No — there are important differences, and you should read them before you rely on the service. Depending on your address and where you use the service, you will have either E9-1-1 (routed straight to the answering point for your address) or Basic 9-1-1 (routed to a specialized call centre where you must give your name, number and address to the operator). Because VoIP runs over your internet connection, 9-1-1 will not work during an internet or power outage. You must also tell us immediately if you change the address where you use the service, or 9-1-1 will not work correctly. Please read the full 911 service limitations.

Calls within North America are 1¢ per minute, with low international rates and no monthly, connection or activation fees. You reach the service by dialling a local access number — Toronto 416-8000-477, Montreal 514-228-1296 or Ottawa 613-8000-154 — from any phone. Register your numbers once, including your cell, and our system recognizes the Caller ID so you never need to enter a PIN again. You can top up your account by phone and monitor usage and billing online. See all long distance rates.

Technical support is open 8:00 AM to 12:00 AM, 365 days a year, including weekends and public holidays. Call toll free at 1-866-620-3333, or locally in Toronto at 416-905-5555, London at 519-660-7777 or Montreal at 514-672-5555. Our offices are open Monday to Friday 10:00 AM – 6:30 PM and Saturday 11:00 AM – 6:00 PM, and are closed Sunday and on public holidays. You can also email info@innsys.ca, open a ticket or use the chat window on this site.

Sign in to My InnSys to view your bills, check your usage and update your details. We encourage e-billing: it saves paper and it puts your invoice history in one place. If anything on a bill does not look right, contact us and we will go through it with you.