VoIP Phone System FAQ

VoIP Phone System FAQ

Here are the most common questions we get asked before a customer moves to a VoIP phone system. However, if you have a question, please don't hesitate to get in touch.

Confused or have questions about VoIP?

We are here to help you get the right answers to your questions. Below are some of the most common phone system question we get asked about. Why not give us a call on 01782 608608 and our team can help explain how things work.


How long does it take to set up and running?

It takes 1-3 business day to get up and running. If you don't order any phones, the system setup can take a single day. The phones take around 3-2 days to be delivered.

How easy is it to do the DIY installation?

It's very easy to set-up, as everything comes preconfigured. Why not read our Set-up Guide to see how simply the system is to get up and running.

Is the Free Minute Bundle per user or per company?

The unlimited free minute bundle to 01/02/03 & UK Mobiles, is per user per month. UK Mobile includes O2, Vodafone, EE, Three, Vigin, Giffgaff, Lycamobile, Smarty, BT, Sky, Adsa, Test, 1pMobile, IQMobile, VOXI, I'd. Calls not made by a user, such as hunt group redirects are chargeable. 08 numbers are not included, apart from 0800. Fair usage limit of 5000 minutes/user/month applies.

Are the costs high once I go out of the bundle?

No, if you go outside the bundle, the rates are not punitive, we simple charge a very low rate for the calls. Our rates sheet is available to download here. and if you compare it to your current provider, they are probably much cheaper!

Can I see who is making calls outside of the bundle?

Yes, our unique reporting allows you to see which staff are making phone calls outside of the bundle. You can then get staff to find alternative numbers to call that are within the bundle, so long term businesses rarely pay anything more.

Do I need an additional user licence for a conference pod?

Yes, you will need to create an additional user for the conference pod. You will need an user for each device you get.

Do I need to buy or rent any phones?

No, you can use this system with just computers and mobile phones if your budget is tight or pay for the phones by instalments over a 3 year period or just buy phones upfront for the best savings.

Can I transfer my existing telephone numbers?

Yes, we can move your existing telephone numbers to our phone system, we manage this port process for you. When the system is set-up, you are provided a temporary number which you can redirect your current telephone number to. We then run the port process in the background, which can take up to a month to come into our control. On port day, there maybe only few minutes of downtime for transferring a single number. Learn more at How does porting work

Can I use my existing Fibre or ADSL line?

Yes, as long as you have spare capacity, you can run the system on your existing line, but it all depends on the number of calls you make at any one time. If you are not sure, why not give us a call and we can arrange for a live test on your line.

Can I plug my phone in anywhere?

As long as you have an internet connection, you can simply plug your phone in and it will start working immediately, or just run the app. It will work anywhere in the world as long as you have an appropriate high enough speed connection, great for those who want to work from a holiday home or who travel a lot!

Can I have different area codes?

Yes, you can pick telephone numbers from different area codes within the UK, it doesn't have to be the area code of the place you are based.

Do I have to pay maintenance?

No, because the telephone system is in the cloud, not your office, there are no additional fees to pay apart from your monthly user costs (plus any phones you need). There are no hidden fees or catches.

Do I keep my existing telephone lines

When you move to a cloud system, you can cancel all your telephone lines apart from the one that runs your Internet connection (Its quite common that this is your fax line).

Will the mobile App work on 3g or 4g?

The mobile App will only work when it has a stable high quality connection. This means it will work on 4g and Wi-Fi only if there is a good quality connection. If the Wi-Fi has intermittent issues or your 4g signal is weak it might not work. It also cannot roam like a mobile phone, so you cannot move from one connection to another and maintain a continuous call. We recommend using the PC/Mac App when in a fixed location like an office.

Is there any charges to move my number away?

If you decide at any point to leave, you can port your number away for free and without hassle. We pride ourselves on having no hidden fees or terms.

Can I use any type of phone with this system?

No, there are a limited list of types of devices that will work with the system. Please see here for full details

I am an existing customer and have questions about how to use the system

Please see the user guides on our help page

Supporting your phone system from the centre of the UK!

Our fantastically friendly support team are based in the UK in Stoke-on-Trent, Staffordshire.

Cloud experts for over 23 years, why not chat now to a member of the team and find out how we can help you transition your phone system to the cloud.

Cloud Phone Systems Staffordshire UK

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