10 Questions to Ask a VoIP Provider Before You Sign

New technology tends to attract a wave of people who greet it with open arms but never stop to ask a few key questions. Everyone wants the next best thing, no questions asked.

Therein lies the mistake. Software and hardware can be expensive, and contracts can lock up a business for years. When it comes to VoIP, there are ten key questions to ask potential providers before you sign on the dotted line. Run through them with every vendor on your shortlist so you can compare apples to apples.

1. What are my up-front fees, and what features cost extra?

The first conversation should always begin with the bottom line. Providers often charge a monthly rate for a set amount of service. Ask the provider to be specific about:

• Equipment cost. Find out whether there is a fee to add another phone or if the monthly charge covers minutes only. If you buy phones from the provider, ask whether they will work with another provider should you decide to switch later or if the provider folds. (More on that in question 10.)
• Contract length. Know exactly how long you are committing for.
• Early cancellation fees, if any. If the provider is not supplying the equipment but you have been paying for it, is there still a cancellation penalty? If you decide to change your plan, can it be done without a penalty or restarting the contract term?

2. What other fees should I expect?

A big appeal of switching to a VoIP system is lower cost, and in many cases VoIP runs around 30 percent less than legacy phone service. Those savings can shrink quickly, though, if extra features and services pile on. Areas that can raise your monthly bill include:

• Automatic forwarding, which keeps you reachable during an internet outage.
• Basic but essential features, like an auto-attendant, voicemail to email, and call forwarding.
• Geographic coverage. Some plans cover only the lower 48 states, while others may include Alaska, Hawaii, and Canada.
• International calling. Consider which countries your business is most likely to call, and ask about the charges.

3. What about faxing services?

Depending on your faxing needs, a VoIP line may be perfectly adequate. For a fax-heavy business, you may be better off keeping a PSTN copper line. If you only fax occasionally, an internet-based option can replace the machine entirely, as our guide to sending and receiving faxes through your computer explains.

4. Will the service work with my current equipment?

It pays to know up front whether your existing equipment will work with your new VoIP service. There is no need to reinvent the wheel. Still, the provider may have to supply some equipment, and that can add cost.

5. What technical support is available, and where is it located?

For peace of mind, you want to know someone will be available to walk you through any glitches. Knowing the support hours and time zone is critical. If your business is in one zone and support is in another, there may be several hours of delay before help arrives.

If the provider runs a support center overseas, it may be a sign they are cutting costs. Ask about the average tenure of the support staff so you have a general idea of their experience.

6. How will you notify me of a service disruption, and can I see your history?

Ask for a list of the provider's service disruption history, then compare that data with their marketing claims. Reliability matters more than any feature list, which is why CallSprout runs on a network built for 99.999 percent uptime. At the same time, ask how the provider will alert you when something does go wrong.

7. What about my on-the-go staff?

With more employees working remotely or out in the field, you need a provider with a real mobile solution so calls follow your team wherever they are.

8. How is the call quality?

Sampling calls from a provider is hard, but it is still a question worth asking. Some providers have a better sounding network than others, and that may or may not be reflected in the price.

9. Is the system 911 or E911 compliant?

The FCC says it should be, but it is always wise to double-check and learn how the system works. This is not something you want to figure out during an emergency.

10. What happens if the provider tanks on the contract?

This is the question no one wants to ask, but you must. In many cases you have just bought equipment and a service package. If the provider folds, will that equipment work with another provider?

Have the conversation, do your research on the provider's website and a quick search, and keep an eye out for any pending lawsuits or mergers. For a deeper walkthrough of the full evaluation, see our guide to choosing the right VoIP system, and browse more buying advice in our VoIP resource library.

Modern phone systems answer for you, too

The right questions go beyond price and reliability. Today's best business phone systems do more than carry a call. The CallSprout AI Voice Agent answers, transcribes, and routes calls automatically, and it connects to the tools your team already uses. When you compare providers, ask whether their platform can grow with you in that direction or simply replace your old hardware.

Ready to get answers?

If these are the questions on your mind, CallSprout has answers. Our team can make sure you are connected with confidence and security. Explore the CallSprout platform, see how much you can save with a pricing breakdown, or book a demo to watch the AI Voice Agent in action.