Your guide for questions on your Leaf Services

Frequently Asked Questions

See a list of frequently asked questions below. If you have a question that’s not covered, feel free to call us, email us, or live chat with us! We’re always here to help.

Simply plug your phone into our device, then plug the device into your high-speed internet router/modem to start talking and saving.

Please find a full list of all features and services with an easy-to-follow guide on how to use them right here.

As long as your device can access high speed internet and you have access to a phone, then you can continue to use your device. You need to connect the device to the internet via a direct connection (wire or plugged into a computer), as it will not work with a wireless internet connection by itself. Please also note that service quality will depend on the type of internet connection and router which you will be connecting the device to.

Most customers are able to keep (port) their existing number to Leaf. During the enrollment process please make sure to select “I want to keep my phone number” in the online sign-up form. If you are still unsure you can call one our friendly agents and they will be happy to assist.

Your 911 emergency calls are automatically routed through an operator designated by Leaf and transferred to the appropriate Public Service Answering Point. It is important that you orally identify your address and telephone number to the operator. If the call is disconnected, you must call back as the operator and PSAP may not have automatic call back capability. 911 emergency calls will not be available during a power or internet service outage. As well, 911 emergency calls made while using the service outside of Canada cannot be completed by the operator. In the interest of safety, it is always recommended to have multiple means of making 911 emergency calls.

Depending on the plan that you signed up for, your long distance calls to certain destinations could be free. Please see your plan details for your actual price. For any calls which are made to destinations which are not included in your long distance plan, please refer to this table for the per minute rate.

Yes! All of our home phone plans include Leaf-to-Leaf calling for free. Visit the plan details section for more information. Please note that if you have not switched to our home phone plans and are only using our long distance service, free local calling may not be applicable.

No, just like your traditional telephone company, you can call to anywhere and anyone on the planet. However, there are some use conditions. Please see our Reasonable Use Policy for important details on your selected calling plan. The exception for all calling plans is our Leaf-to-Leaf calling benefit. No matter where you are in the world, all Leaf users can call each other for free regardless of their plan type.

Anyone who has your phone number. If you wish not to receive calls from specific numbers, we also have a feature that allows you to block these undesirable phone numbers. See call blocking under the features section for more details.

There is no need for a computer to use this service as your account comes already set up. All you need is an internet connection and router. If you do not have a router, then you will need a computer with an internet connection.

A router is a device that allows you to connect multiple computers or other devices to a single internet connection (modem). Internet service providers today often provide a modem which serves as a router as well.

Yes, High speed internet is required.

Yes. However, to use your DSL connection without a traditional landline, a “dry loop” connection is required. If there is any issue, please contact your Internet service provider for additional information.

Yes and no additional configuration is needed.

Yes and no additional configuration is needed.

Unfortunately you cannot. You will need a high speed connection.

You will need to verify with your home security company as to the requirements for your alarm system to determine whether the Leaf home phone will be compatible, as each alarm system has its own policies and procedures.

Yes, this is a “Voice Over IP” phone system that will use your existing internet connection to help you save on your local, long distance and even worldwide phone calls.

No, any touch tone phone will work with this device, even cordless phones.

Depending on how your device is connected to the internet you may or may not lose the ability to make calls. If you connected the device directly to a computer that can run on batteries and you still can get internet access, then you can continue to make calls. If you connect the device directly to your router, then the device will not work. Keep in mind if you have access to an alternative power source and you can get internet access, then you can continue to make calls. Note: If you currently use cordless phone(s) at home, even with a traditional home phone service, you will lose the ability to make calls as these phones need electricity to function.

Yes, just simply plug your fax into your Leaf home phone instead of the wall mounted plug.

For a complete listing of all our features and benefits, please see our features section. With Leaf you get all same features as your traditional phone company offers you and more all for free. Explore our features section to see everything that it offers.

Yes. You will need a base (plugged to the device) with multiple handsets or a phone line splitter plugged into the phone port of the device.

Our friendly and knowledgeable staff is available to answer all your questions, but before calling, we suggest that you check out this FAQ section as the most common questions will be answered here. If you still need help please call 1-844-337-5323 M-F 9AM-8PM (ET) and Saturdays from 9AM-5PM (ET).

The Commissioner for Complaints for Telecommunications Services (CCTS) is an independent agency with a mandate to receive, to facilitate the resolution of, and, if necessary, resolve eligible consumer and small business complaints relating to certain retail telecommunications services. The CCTS only deals with telecommunications services that are not regulated by the CRTC (forborne).

All information submitter through our website is protected by industry-leading encryption and full PCI compliance. All credit and billing information is encrypted and stores on our secure servers.

VoIP (Voice Over Internet Protocol) technology transforms your analogue voice transmissions into digital data and sends it across the Internet instead of telephone lines. By utilizing a high speed Internet connection, VoIP offers great voice quality with Leaf’s noise cancellation technology and the ability to take your phone service to any location with an Internet connection.

For a full list of countries included in the plan, please click here