FAQ

Requirements

High-speed DSL or Cable is required. The minimum bandwidth required for a single call is approximately 100kbps in both the upload and download directions. If you are unsure, you will be able to perform a complimentary speed test here

Yes. The majority of router brands will work with our service, however some do not. Please check router compatibility guide.

Equipment

There are 3 basic requirements needed for our service; high speed internet, a router and a SIP compliant device. This device could be one of our supported IP Phones, ATA devices, Conference Phones and Softphones in addition to those from other reputable manufacturers.

IP Phones look like typical office phones, except they plug directly into your internet router instead of a phone jack. These phones are highly recommended since they are configured for all features available on our system.

ATA (Analog Telephone Adapter) Devices allow standard telephones or fax machines to use VoIP by connecting them to the internet via a router. These devices have a limited feature set available.

A Softphone is a computer program which allows you to make and receive calls using VoIP. While many softphones exist we only recommend those from Counterpath. Softphones do require your internet and computer to always be on and we highly recommend using a good quality USB headset.

No. Skype uses proprietary technology different than universal SIP standards.

Yes. However, as per our agreement with our manufacturers, we can only provide Technical Support for products purchased from us. To verify whether other equipment will work, please check it meets our equipment standards.

You cannot use a security system with KloudTel. VoIP requires continuous power. If you lose power, you will not be able to use any phone connected to VoIP. More importantly, the security system will not send a signal to your monitoring center. You may opt to retain an analog phone line from a local provider to keep using this service.

Billing

No. Our customers stay with us because they want to. That said agreements will get you discounted services.

A credit, debit card, or eCheck is required for our service.

Support

Technical Support can be reached by opening a support ticket, by email at servicedesk@kloudtel.com of if you prefer you can call us at 1-877-MYVOIP-9.

Miscellaneous

Yes. Your phone number is your property. However, some VoIP providers make customers sign an agreement not allowing them to do so.

Yes. If you are planning to be away from the office, we can forward calls to your cell phone.

No. We suggest checking comparative quality and rates from all Cable and DSL internet providers in your area.

Porting

In the United States the porting process takes a MINIMUM of 10-15 business days from when your completed LOA and a copy of your current bill is submitted. In Canada the porting process takes a MINIMUM of 5-15 business days from when your completed LOA and a copy of your current bill is submitted. In either case we will provide you with a temporary number during the porting process so that you can begin to use our service immediately.

Do not cancel your service until your number has successfully ported to KloudTel. Disconnected numbers CANNOT be ported.

Yes you may port your phone number at anytime however, if you under a contract that requires an early disconnect fee, you would be solely responsible for paying any such fees in addition to any outstanding balance owed to your old carrier.