Frequently Asked Questions


How to install your InnSys Home Phone service?
Diagram / Video Clip

What is the InnSys Home Phone service?
InnSys’s Home Phone Service uses your high-speed Internet connection to deliver your phone service. Just like with a traditional telephone network, you can call anyone with conventional phone service, Internet-based phone service line, or a cellular phone.

Do I need specific telephones or jacks?
No. The service works with all existing jacks and touch tone phones.

Does my computer have to be on for me to make calls?
No. Only your modem and the InnSys Phone adapter must be on to make or receive calls.

Can I keep my current phone number?
Yes, you may be able to keep your current telephone number. Please contact us for service availability in your area.

Can I take my InnSys Home Phone service with me when I travel?
Yes. As long as you have access to high-speed Internet, you will be able to use your service. It is recommended that you first check the domestic laws of the country you are visiting to make sure that using Voice over Internet Protocol (VOIP) technology does not violate any regulations.

Can I speak on the phone and use the Internet at the same time?
You will be able to use your service to make or receive calls while you are surfing the Web.

Does InnSys offer a 7-1-1 service for hearing and speech impaired people?
Message Relay Service (7-1-1) is available to InnSys Home Phone customers. Please call us for more details.

Are 9-1-1 Emergency Services available with the InnSys Home Phone service?
Yes, the InnSys Phone Service provides access to 9-1-1 Emergency Dialling. Please refer to 911 Limitations for more information

Will my InnSys Home Phone service work if the power goes out?
No. Unless you have a back-up power source in place, your modem, router, home network and Internet Voice Gateway will not work in the event of a power outage.

Can I use my phone if my computer is turned off?
Yes. As long as your modem and router/home network (if applicable) are still on, you will be able to use your InnSys Phone Service.

What kind of Internet connection do I need to use the InnSys Phone Service?
The service will work with any Cable or DSL high-speed Internet connection.

Can I send a fax over the InnSys Home Phone service?
The service will work with any Cable or DSL high-speed Internet connection.

What will I receive in the InnSys Home Phone service Starter Kit?

The kit contains the following items:

•    InnSys Phone Service user guide;
•    Internet Voice Gateway;
•    Ethernet cable;
•    DC power adapter;

How do I contact InnSys technical support?
Dial 416 8000 797 from your InnSys Phone Service and Select option 3 to have technical support.
You can also refer to the Contact Us section, for communicating by email with the technical support.
INTERNET ACCESS FAQ

How to install your InnSys cable Internet service?
Diagram / video Clip

What system requirements are necessary to use the Internet service on my computer?
•    Operating system: all versions of Windows, Mac OS, and Linux released over the past fifteen years
•    Processor: 166 MHz and above
•    RAM: 32 MB
•    Disk space: 30 MB
•    Modem: InnSys’s modem
•    LAN card and Ethernet adapter
•    CD-ROM reader
•    Video card

How fast is InnSys high-speed connection?
Speeds will vary depending on distance, internal wiring and signal strength. For more information on speeds, please visit our Internet product page.

What is included in InnSys Internet Starter Kit?
Included in the Internet Starter Kit :

•    ASDL modem or Cable Modem
•    Phone cable
•    Documentation
•    Ethernet network cable
•    Power adapter

What information do I need to configure my E-mail software?
Regardless of the E-mail software you choose, they often require the same information about your account:

•    E-mail address: This is your name followed by @innsysvoice.com (Ex. john@innsysvoice.com)
•    Username: Same as your email address
•    E-mail password: This is the password you choose when subscribing to InnSys. Must be between six (6) and eight (8) characters long.
•    Incoming (POP3) mail server: mail.innsys.ca this is the name of the server that receives your E-mail.
•    Outgoing (SMTP) mail server: smtp.innsys.net this is the name of the server that sends E-mail for you.
•    Display name: This is the name, like John Smith or Dr. Smith, that others will see when they receive your E-mail.

What are InnSys’s server names? (SMTP, POP et DNS)
Note: Always use lower case.
Domain name www.innsys.ca
POP Server mail.innsys.ca
SMTP Server smtp.innsys.ca
Primary DNS 199.116.217.130
Secondary DNS 199.116.217.131 or Google DNS 8.8.8.8
For hosting Web site only
Primary Host Name ns1.innsysvoice.com
Secondary Host Name ns2.innsysvoice.com

Is InnSys’s high-speed Internet service available in my area?
To find out, please contact us.

What kind of work is involved to install the High Speed Internet Service?
None. Our ADSL service uses a modem connected to your existing telephone line.

What do I need to access InnSys’s High Speed Internet Service?
You need a computer with a LAN card and an ADSL modem (supplied by InnSys). We do not supply LAN cards, but most of the computers made during the last ten years come equipped with one.

Can I connect more than one computer to my InnSys High Speed Internet Service?
Yes, for DSL Internet InnSys offers a 4-port wireless gateway. You can simply plug and play more than on computer and also connect Wi-Fi. For Cable Internet InnSys offers single port modem and 4-port wireless gateway at different prices. InnSys does not offer technical support for customer’s own modem and/or router installation or use.

What is the maximum speed of InnSys’s High Speed Internet Service?
A variety of download and upload speeds are available. For more information on speeds, please visit our Internet product page.

Is there a data transfer limit?
Depending on your area, you may have access to Internet services with or without download limits. For more information on speeds, please visit our Internet product page.

How do I contact InnSys technical support?
Refer to the Contact Us section for information on how to contact technical support.

Do I have to sign a contract for a certain period?
No. You will not be trapped by a long-term contract. Since our plans are payable one month in advance, please advise us 30 days beforehand if you would like to cancel your service. There are no cancellation fees.

What are the methods of payment?
For most of our services, we collect by pre-authorized debit. This means that the amount is deducted from your bank account, or from your credit card on a monthly basis. Pre-authorized debiting allows us to keep your account current and eliminates the hassle of paying by cheque or a trip to the bank. Other methods of payment may be available for certain services.
LONG DISTANCE PLANS FAQ

What are InnSys Access Codes?

Access Codes are 10-digit telephone numbers that must be dialed before the long distance number that you want to call. The access code provides access to the InnSys network so that you can enjoy our low rates. Eg: 416-800-0477

How do I sign up?
Signing up for service is easy. All you need to do is call our office and give us your information over the phone. The first payment can be paid by credit card when you call to sign-up. Now you are ready to use InnSys’ Long Distance Service

How do I make a long distance call using the InnSys network?
Just follow these easy steps:

1. Dial you local access number from a touch-tone phone.
2. Wait for the prompt to dial the destination number.
3. Dial the destination number.

What access number should I be dialing to use my InnSys Long Distance service?
Toronto - 4168000477
Montreal - 5142281296
Ottawa - 6138000154

Can I use InnSys services with my cellular phone?
Yes. You can use your cellular phone with InnSys services provided that your telephone number shows up when calling others.