Common questions, straight answers
Thinking about switching your business phone system? Here's what most people ask us.
Getting Started
Is switching phone systems really that painful?
It doesn't have to be. We handle the entire transition: porting your existing phone numbers, configuring your new phone system, building out your auto attendants and call routing, setting up every phone, and training your team. Timeline depends on your setup complexity because we take the time to get it right. You stay on your current system until the new one is ready.
Can we keep our existing phone numbers?
Yes. We port your existing numbers as part of your setup. You'll keep the same numbers your customers and vendors already know. The porting process typically takes 5–10 business days, and we coordinate the timing so there's no gap in service. For more on number ownership and what to ask your current provider, see our VoIP contract questions guide.
We're locked into a contract with our current provider. Can we still switch?
Yes. We'll start planning now and have everything ready to go the day your current contract ends. We'll scope your system, get your quote finalized, and schedule your installation so there's zero downtime between providers. No reason to wait until the last minute. Our VoIP contract guide covers early termination fees and number porting, two things worth understanding before you make the switch.
Pricing
What's included in the $24.95/user/month?
Cloud phone system, unlimited North American calling, voicemail to email, call recording, custom call routing and greetings, mobile app (iOS and Android), video conferencing, web client, CRM integrations, and a dedicated project manager for your rollout. We also include setup, training (on-site or remote), and ongoing moves, adds, and changes, all in the monthly fee. The only things not included are international calling, toll-free usage, applicable taxes, and government-mandated regulatory fees. Our VoIP contract guide explains how to compare pricing across providers so you know exactly what you're getting.
Do you require a contract?
Yes. We offer term agreements, typically 1, 3, or 5 years. Our term agreements are what allow us to invest in your setup, training, and ongoing service without charging extra for any of it. The white-glove experience (installation, training, managed changes) isn't economically viable on a month-to-month basis. We're upfront about this because we'd rather be honest than make promises we can't keep. For a deeper look at what to ask before signing any VoIP contract, read our contract questions guide.
Technology
What happens if our internet goes down?
VoIP does depend on your internet connection, but we build in safeguards. The mobile app works over cellular data, so your team can still make and receive calls on their phones. We can also configure failover routing to forward calls to cell phones or an alternate number if your office connection drops. Before installation, we assess your network to make sure it can handle voice traffic reliably.
Is VoIP call quality as good as a landline?
On a decent internet connection, modern VoIP is indistinguishable from a landline. The technology has come a long way. This isn't 2010 Skype. We assess your network before installation and can recommend upgrades if needed. Most businesses with standard business internet (50+ Mbps) have zero quality issues.
Does VoIP support 911 calls?
Yes. Enhanced 911 (E911) is supported and configured as part of your setup. We register your business address so that emergency services receive your location information when you dial 911. If you have multiple locations, each one is registered separately.
Service
What does 'fully managed' mean?
It means we handle everything related to your phone system, not just the initial setup. Need to add a new employee? We set up their extension and phone. Moving offices? We reconfigure your system. Want to change your call routing? Just call us. Other providers make you submit tickets or figure it out yourself. With thinkVoIP, you call us and it gets done. All of this is included in your monthly fee. No extra charges for changes.
How fast do you respond to support requests?
When you call, you reach a real person, a technician who knows your system. We don't route you through a national call center or make you wait in a chat queue. For urgent issues, we prioritize getting you back up and running as fast as possible. For on-site needs, we have technicians across the state who can come to your office.
Is there a cost for the smartphone app or web client?
No. The mobile app (iOS and Android) and web client (runs in your browser) are both included with your service. Your team can make and receive calls from anywhere without any additional fees.
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