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SmartReach Long Distance Service FAQs

Why Choose SmartReach?
General
Rates and Payment
Sign up
Making Calls
Balance and Recharge
Customer Portal
Useful Tips
 
WHY CHOOSE SMARTREACH?
  • Why should I choose SmartReach Long Distance service?
SmartReach has been serving thousands of satisfied customers with reliable and friendly Internet service since 1995. Our ISO 9001-2000 certification is your assurance that you are dealing with a company which is totally committed to ensuring that you receive the best long distance value at all times. For over ten years now, our customers have found that we provide them with exceptional quality and prices which they can find nowhere else.

Here are a few reasons why we are different:

  • Most importantly, we have great, competitive rates across Canada, USA and international calling destinations.
  • Because we choose Tier 1 carriers to carry our long distance traffic, not only are our calling rates exceptional, but voice quality is outstanding.
  • We own our own switch, and the switching infrastructure and suppliers we have chosen to use are the best in the world.
  • You have access to a friendly and knowledgeable support team 24 hours a day, seven days a week to help you with your technical problems.
 
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  • What promotions are available for SmartReach service?
SmartReach constantly offers attractive promotions for new and existing customers.
Click here
to learn more.
 
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  • What kind of service can I expect?
Since 1995, the name SmartReach Long Distance Service has been synonymous with outstanding service. SmartReach Long Distance services are obtained through Tier 1 US and International Carriers. These providers use multiple, redundant communication networks, backed by the best technology. We do not use cheap "grey" calling routes, which may appear to be cheaper, but are illegal and subject to being summarily shut down by Governments in destination countries.
 
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  • What rates can I expect from SmartReach?
You can be assured that SmartReach offers competitive rates to any country in the world! Click here to see more rates.

Click here to view the comparative rates charged by other long distance providers.

 
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GENERAL
  • What is SmartReach Long Distance service?
SmartReach Long Distance service is a "dial-in/phone number recognition" service which is designed to free you from having to use calling cards or enter PIN numbers when making calls. Once you register your phone number with us, you simply call a local access number and then dial your destination number. Our system automatically recognizes the telephone number(s) you registered with us and processes your call so that you do not have to enter a PIN code each time. You may register multiple phone numbers under one account, so that your entire family can use a single calling account.
 
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  • What is the difference between SmartReach Long Distance service and a Calling Card?
A Prepaid Calling Card requires you to enter a PIN code each time before dialing a long distance number. When you use up the prepaid minutes available on the card, you need to purchase a new one.

Besides this, Calling Cards use a variety of hidden fees and surcharges, designed to ensure that you never fully use the number of minutes that are advertised as being available to you. Card issuers charge these, because they need to show consumers the lowest per minute rate to get your business. To lower the per-minute rate means to take a cut in profit, hence the extra fees. Here are some of examples of hidden fees:

  • Surcharge: A percentage added on to the per-minute rate.
  • Connection Fee: A flat rate deducted from your calling card's prepaid balance once you connect with the party you are calling.
  • Maintenance Fee: A fee charged when the calling card is not in use, i.e. a calling card maintenance fee of 25 cents per week will mean 25 cents per week reduced from the total pre-paid balance regardless of whether you use the card or not.
  • Service Charge: A flat fee deducted from the pre-paid balance after a certain call duration - almost like a delayed connection fee.
  • Rounding Charge: Calls are billed in blocks of three minutes.


With SmartReach Long Distance service, you are not required to enter a PIN code and you have the convenient option of auto-recharging your account. Also, there are NO hidden charges. SmartReach service provides clear, uninterrupted service 24 hours a day. Unlike calling cards, your SmartReach account will not expire.
 
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  • Which cities is SmartReach available in?
SmartReach service is available in Toronto, Ottawa, Montreal, Quebec City, Vancouver and other cities. Click here to see the access numbers.
 
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  • Do I need a special phone to use SmartReach?
No. You do not require a special phone to use SmartReach. You may use any regular touch-tone phone to make long distance calls. In the unlikely event that you are using a rotary dial phone, you will need to enter a PIN number as our phone system will receive no tones to identify you as a user.
 
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  • Can I use SmartReach from my cell phone?
Certainly. Using SmartReach from your cell phone is an excellent way to avoid paying exorbitant cellular long distance charges. With SmartReach, you only pay for local (in-city) airtime to your cell phone provider and SmartReach low, US, Canada or International long distance rates. Simply register your cell phone number on the SmartReach Customer Portal and start calling!

Here are comparative rates charged by cell phone companies for direct long distance services:

  SmartReach Rogers Bell Fido
Canada
1.9¢
35¢ 35¢ 30¢
USA
1.9¢ 35¢ 35¢ 30¢
India
4.1¢ 102¢ 95¢ 102¢
China
2.8¢ 35¢ 48¢ 35¢
UK
2.8¢ 113¢ 99¢ 113¢
Pakistan
9.9¢ 183¢ 117¢ 182¢

*Rates based on long distance calls made from cell phones to a landline number. Sources as of Feb 2, 2010:
Rogers - http://www.rogers.com/web/content/add-ons/longdistance
Bell - http://www.bell.ca/support/PrsCSrvWls_Cvg_Travel.page
Fido - http://www.fido.ca/web/page/portal/Fido/Longdistance?forwardTo=linkLDInternational&lang=en
 
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  • Will SmartReach charge an activation fee when I sign up for SmartReach?
SmartReach does not charge any activation fees.
 
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  • Do I have to sign a long distance service contract with SmartReach?
You do not need to sign any contracts to use SmartReach, however you need to accept our Terms and Conditions.
 
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  • Is there a minimum amount I need to spend monthly?
You do not need to spend a minimum amount each month. Besides, unlike Prepaid Calling Cards, your account never expires as long as there are funds in it.
 
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  • Will my account expire?
Your account will not expire. You may keep your account for as long as you wish and you can use up the funds in your account at your own pace. You will not be penalized for having funds remain in your account.
 
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  • Will my DSL Internet connection be affected with SmartReach?
Your DSL Internet connection will not be affected in any way when you use SmartReach.
 
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  • Can I send faxes using SmartReach?
At this time, you cannot send faxes using the SmartReach long distance service.
 
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  • How do I call for Customer Service?
SmartReach is well known for the quality of its service. You may reach our Customer Service 24 hours a day, seven days a week at (416) 987-2999 (GTA) or (905) 570-8780, opt. 2 (Hamilton) to speak to one of our friendly and knowledgeable staff.
 
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RATES AND PAYMENT
  • What are the Preferred Rates and who is eligible for these rates?
The Preferred Rates are available to existing SmartReach Internet customers (FastPath Secure, FastPath HomeNet, LigthPath and Dial-up) and provide additional savings on long distance calls.
 
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  • Where can I find the rates per minute for my destination?
You can find the rates for each country in our rate chart. Click here to view the rates page.
 
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  • What currency are the rates posted in?
All rates are all displayed in Canadian dollars.
 
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  • What are the payment options?
We accept payment only by credit card - Visa and MasterCard.
 
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  • Why was my credit card charged twice and what should I do if that happens?
Clicking the "Submit" button more than once on the confirmation step of the signup form could result in a duplicate charge. To ensure you don't place a duplicate order, click the "Submit" button once and wait patiently while your order is processed. If you believe there is a duplicate charge on your credit card, please contact us via email at accounts@pathcom.com or by phone at (416) 214-6363, opt 3. We will look into the charge and if a duplicate charge has occurred, we will credit it back to your credit card. Please include your full name and SmartReach Username or PIN when you contact us.
 
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  • I am an existing SmartReach Internet customer and currently pay by cheque, how come I can't pay by cheque for my Long Distance service?
SmartReach service is a pre-paid system that requires funds to be allocated in the account at all times. If you are afraid of entering your credit card information online, SmartReach uses 128-bit SSL encryption to protect your personal information. You can be assured your information will not be sold to third party for solicitation purposes. Read our Privacy Policy.
 
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SIGN UP
  • How do I sign up for SmartReach?
If you are an existing SmartReach Internet customer, click here to create a SmartReach account. You will need to enter your SmartReach email address and password to complete the online form.

If you are a non-SmartReach customer, click here to create a SmartReach account.

Once you complete the online form, your account will be activated immediately.

You may also sign up over the telephone by calling (416) 987-2999 or (905) 570-8780, opt. 2 (Hamilton) to speak with a SmartReach Customer Service Representative.

Please note:
You will need a valid Credit Card to sign up. We do not accept cash, cheques or preauthorized payment plans at this time.
 
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  • Is the signup process secure?
Yes. SmartReach uses 128-bit SSL encryption to protect your personal information. We purchase our certificates from the world's second largest digital certificate provider, GeoTrust.
 
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  • Why do I receive an error message when I try to access the signup form?
In your browser settings, please ensure your "cookies" are enabled. If you are using Internet Explorer, select "Internet Options" from the Tools menu. Select the "Privacy" tab and click the "Default" button under Settings. If you are using Mozilla Firefox, select "Options" from the Tools menu. Click on "Privacy" and check off "Allow sites to set Cookies".
 
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  • If I sign up for SmartReach, will I still receive a monthly bill from my local phone company for any long distance calls I make using my local phone provider?
Yes. The charges for SmartReach Long Distance service will only reflect the long distance charges you made using our service. Your regular home/cellular phone bills from your local provider will still apply if you used those services. Once you sign up with SmartReach, however, you may want to stop using other long distance services, specially when you see how much you save each month.
 
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  • How long will it take for SmartReach to be activated?
Your SmartReach service will be available for use immediately after you sign up and activate your account.
 
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  • Can I use a Credit Card belonging to my parent, spouse, family member or friend to register for SmartReach?
No. The Credit Card you use to register for SmartReach service MUST belong to you. In other words, the person registering or adding users to the SmartReach service MUST be the Card Holder who owns the Credit Card. It is a breach of the law to attempt to use a Credit Card that does not belong to you to purchase goods or services.
 
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  • How will I get my PIN number?
After you complete the sign up process, you can view your PIN number on the welcome page. You will also receive a confirmation email with your PIN number. Make sure to check your junk mailbox as well, as the confirmation email may have been delivered there.

We strongly suggest you keep this information in a safe place so it does not get misplaced. You should not reveal your PIN code to anyone to protect yourself against fraud and misuse.
 
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  • I am an existing SmartReach Residential Internet customer and I received an email from SmartReach with a bonus PIN number. How do I redeem this credit?
To redeem your credit, click here to create a SmartReach account. With your newly created SmartReach Username and Password, log into the Customer Portal and select "Apply Credit" from the left-hand menu. Enter your bonus PIN number to redeem your credit.
 
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  • I didn't receive a confirmation email with my PIN number after I signed up. What should I do?
Your confirmation email may have been delivered to your junk mailbox. Please check your junk mailbox if you do not see a confirmation email in your Inbox.
 
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  • I entered a wrong credit card number on the signup form and corrected it by clicking the "Back" button, but my order wasn't processed.
When you enter information on an online signup form, it is usually retained in your cache. Due to browser settings, the original credit card number may have been retained in your cache and didn't change even after your corrected it. To ensure your order is processed, complete the signup form from the beginning with the correct information.
 
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  • I created a Username and Password, but I'm receiving an error message that won't let me proceed to the next step.
You have to create a unique Username and Password each time you sign up. The Username and Password you create must be between 6 - 20 characters long. Once a Username and Password has been entered, an account profile is created and the same login details cannot be created again. If your order failed to process the first time you signed up and you try signing up again, you must provide a different Username and Password.
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MAKING CALLS
  • How do I make calls using SmartReach?
For registered numbers:
  1. Dial the SmartReach Long Distance Access Number local to your area.
  2. Dial "011", then the country code and phone number of the person you wish to reach.
  3. You are connected!
For non-registered numbers:
  1. Dial the SmartReach Long Distance Access Number local to your area.
  2. Enter the appropriate pin code for your account.
  3. Dial "011", then the country code and phone number of the person you wish to reach
  4. You are connected!
Note: For calls within Canada and US, dial "1", then the 10-digit phone number. (e.g. 1-555-123-4567)
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  • What is the call quality like?
You can be assured that you receive clear, uninterrupted service 24 hours a day.
 
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  • What are the access numbers for my city?
Click here to see the list of access numbers for your city.
 
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  • Will I be able to use the Speed Dial feature on my cell phone?
Yes, you will be able to use the Speed Dial feature which you can configure in the Customer Portal.
 
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  • Do I need to input a PIN?
There are no PIN codes to enter when you call from a registered phone number.
 
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  • What if I lose or forget my PIN?
If you lose or forget your PIN, you may contact us at (416) 987-2999 or (905) 570-8780, opt. 2 (Hamilton) to retrieve your PIN. You will be asked a number of questions to validate your identity.

After you complete the SmartReach signup form, you will receive a confirmation email containing your PIN number, and your Customer Portal Username and Password. We strongly suggest you keep this information in a safe place so it does not get misplaced.
 
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  • Can I change my PIN?
Your PIN may not be changed. This is to protect you against fraud and theft of your PIN code. We strongly suggest you do not reveal your PIN code to anyone to protect yourself against fraud and misuse.
 
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  • Can I see my call history online?
Yes, you may view your call history online from the Customer Portal. Log in with your SmartReach Username and Password, and click "Account History" to view your call details.
 
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  • Do I have to wait for my long distance call to be connected?
When you call into our long distance switch, your call is processed immediately. However, there may be times when the destination number you called is busy. If such is the case, you should hear a busy tone. Hang up, wait a while and call again, and you should be connected.
 
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  • Will my minutes be used up for a call when there is no answer or when the line is busy?
There are no charges for calls that are not completed.
 
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  • Why do I hear an error message when I try to make a call?
You are given 16 seconds to enter each digit of your call. If you wait more than 16 seconds to enter the next digit, the error message will play. Also, please ensure the phone you use to make the call is charged. If your phone is low on battery, our phone system may not recognize the digits entered by your phone.
 
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  • Are my calls rounded to the nearest minute?
Your calls will be rounded up to the nearest minute. Any fraction of an increment will be treated as an entire increment.
 
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BALANCE AND RECHARGE
  • How do I check my account balance?
You may check your account balance in two ways:
  1. Log into the Customer Portal and view your account balance on the homepage. You may also view your account balance by clicking on the "Current Balance" link on the left menu.
  2. Enable the "Play Balance" feature in Calling Options in the Customer Portal. This feature allows you to hear your account balance every time you dial through to the access number.
 
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  • What is the "Apply Credit" option in the Customer Portal?
Apply a credit allows you to transfer balances from one account to another. You must enter the balance PIN Number of the account you wish to transfer funds from. The "Apply Credit" option also allows you to redeem your bonus credit.
 
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  • How do I apply a credit to my account?
Log into the Customer Portal and click on "Apply Credit". Enter the PIN code of the account you wish to transfer funds from and click "Retrieve".

Please note:
The account you transfer funds from must be a SmartReach Long Distance account. The full amount from this account will be transferred into your account. Please ensure you receive permission from the account holder before performing a balance transfer. SmartReach will not reimburse any accounts and is not responsible for balance transfers performed.
 
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  • What is One Time Recharge?
One Time Recharge allows you to perform a one time recharge on your account using your credit card.
 
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  • What is Auto Recharge?
The Auto Recharge option ensures that your account is automatically replenished when it reaches a date or a threshold specified by you. With Auto Recharge, you are assured that you never run out of minutes in the middle of an important call. Simply enable the Auto Recharge option when you sign up online or log into the SmartReach Customer Portal with your SmartReach Username and Password.
 
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  • What is the difference between the "One Time Recharge" and the "Auto Recharge" options?
One Time Recharge allows you to recharge your account on a one time basis. Auto Recharge allows you to automatically deduct funds from your credit card when you reach a specified minimum balance. The Auto Recharge option ensures that your account never run out of funds.
 
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  • How do I to recharge my account?
You may recharge your account in several ways.

  1. The simplest way is to use SmartReach's convenient Auto-Recharge option. When you use this option, your account is automatically recharged when you reach a set date or threshold (minimum balance). Simply enable this option on your online form when you sign up for SmartReach.
  2. You may also recharge your account via the SmartReach Customer Portal. Log in with your SmartReach Username and Password and click "One Time Recharge" to recharge your account.
  3. Call into your local access number and follow the voice prompts for the menu option "Credit card recharge". You must have the active credit card you used to sign up for SmartReach handy.

Please note:
You will need a valid credit card to recharge your account. We do not accept cash, cheques or preauthorized payment plans at this time.
 
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  • What is the minimum balance before my account is auto recharged?
You can set the minimum balance (Threshold) for when your account is automatically recharged. When your account reaches this threshold, the funds will be transferred from your credit card into your account. You may set this threshold using the Auto Recharge option in the Customer Portal. In the Customer Portal, click "Auto Recharge" on the left menu. Under "Select Start Date & Frequency", select "Threshold" from the Frequency drop-down list and specify the Threshold Amount.
 
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  • Do I get to decide how much is deposited into my account with the Auto Recharge option?
Yes. You may select the amount to be transferred to your account in increments of $5.00, from $5.00 to $100.00.
 
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  • How much can I store in my prepaid account?
There are no limits to how much you may store in your prepaid account. However, we recommend that rather than keeping a large amount in your prepaid account, you set up the auto recharge option so your account never runs out of funds. For example, you can maintain $50 in your account and set up your account to auto recharge when your balance drops below $15. This way, you will never run out of funds during an important call.
 
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CUSTOMER PORTAL
  • Where can I find the Login Page for the Customer Portal?
Click here to access the Customer Portal.
 
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  • How can I log into the Customer Portal?
Go to the Customer Portal and enter your SmartReach Username and your Password under Subscriber Login, and click "Submit".
 
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  • What are the features of the Customer Portal?
There are many features to be found in the Customer Portal. Features include an address book, auto recharge option, real time account balance, PINless dialing and speed dialing. Many of these features can be modified and activated for your long distance service.
 
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  • What is the Address Book Feature?
The Address Book feature is your personal online address book that allows you to store all your phone contacts online. This is a convenient and easy way of accessing your contact information.
 
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  • Where can I find my call history? (e.g. minutes used, amount charged)
Log into the Customer Portal and click "Account History" in the left menu. Your call history (e.g. number(s) called, minutes used, date of the call and the amount charged) will be displayed. Please note that only your last fifteen (15) calls will be displayed.
 
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  • Under Calling Options, what is Time/Balance Messages?
The "Play Time Available" and "Play Balance" features control the phone messages that can be played when you dial into an access number. These calling options can be activated so that when you dial into your access number, the phone system will tell you the time available for this call and your account balance. These options can be enabled or disabled through the Customer Portal.
 
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  • What is "PINless Dialing" and how do I activate this option?
PINless Dialing allows you to make long distance calls from any phone (e.g. home, cell, office) without having to enter in your PIN every time. You can save your personal numbers in our phone system for the PINless Dialing and our system will recognize your phone numbers so whenever you call into the access number, it eliminates the need to input the long digit PIN code.

To activate PINless Dialing, log into the Customer Portal and select "Register Phones" from the left menu. Simply add the phone number(s) you wish to be recognized by the phone system. You can enter numbers from your home, cell phone and/or office.
 
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  • Whose numbers can I register for PINless Dialing?
You are welcome to register anyone's phone number for use of SmartReach service. However, please be aware that you are responsible for all long distance call charges incurred by the users of the telephone numbers you register here, whether the numbers are used personally by you, or not.
 
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  • How do I use the "Create Speed Dial" feature?
The Speed Dial feature allows you to assign a two-digit number with a long distance number for easy quick dials. Enter the long distance number(s) you wish to save and assign it any two-digit number. You may keep up to 20 numbers on your speed dial list.
 
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USEFUL TIPS
  • There are so many other companies that offer the long distance service, what should I watch for with other long distance companies?
  • Hidden connection charges, taxes, surcharges on service fees
  • Large billing increments that round calls to the "nearest 5 minutes"
  • Monthly service fees that automatically deduct from your balance each month
  • Access numbers or PIN codes that do not work
  • Toll-free access numbers that are constantly busy
  • Poor quality connections

With SmartReach Long Distance service, you don't have to worry about any of the above scams. SmartReach is a trusted company who serves their customers with respect and offers quality service. Sign up with SmartReach and be assured you are getting the service you deserve.
 
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BEST LONG DISTANCE RATES
Canada 1.9¢
USA 1.9¢
China 1.6¢
India 1.8¢
UK 1.4¢
Israel 1.3¢
Click here to see rates
for more countries
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