Hosted VoIP Frequently Asked Questions

Hosted VoIP services allow clients to have the same quality calling as traditional PSTN lines (normal land line) but with more advanced telephony functionality than regular telephones.

The hosted VoIP system uses software which enables a server to control a VoIP system over the internet. The hosted VoIP system will turn voice and data into digital data and send the data to the required recipient over the internet through a broadband connection. The broadband connection will have a platform from which the data will be sent to the recipient and so forth. Subscribers to VoIP services can choose to use an analogue or voice over internet protocol service.
Simply put, yes. VoIP can be optimised from many different angles that benefit you when it comes to price. Make cheaper international and local calls through the help of VoIP. Though the main aspect of price comes down to working out yourself what you use your phone for and for how long due to the fact that there is no definitive answer for everyone as each individual user differs. Look at our recommended VoIP deals and choose a package that suits you use requirements. For more information about choosing the right package our friendly experienced team are here to help.
VoIP is run on servers like every other internet based technology does. Using a recommended provider like Cloud4 VoIP is often the better choice as we are known to keep our servers up to date and in full working order meaning that security will not be a problem to you. We also have a team of experienced support staff and platform experts to keep you ahead of potential threats.
For Business VoIP you will want to have a broadband Internet connection that provides speeds of at least 256 Kbps. Most ISPs can provide at least broadband speeds in excess of 2mb which is more than enough to handle several VoIP handsets, but higher speeds may require dedicated equipment and always-on connections through the ISP.
A Voice over Internet Protocol (VoIP) router allows you to make phone calls over your existing broadband internet connection, and standard calls over the telephone PSTN network. Imagine not being charged for calls abroad to over 35 different countries! You will reduce your monthly phone bills and add services and features not available with the traditional phone service. Cloud4 VoIP is affordable, feature rich and easy to set up and use.
We do not recommend putting fax machines on VoIP lines. We would suggest using our Email-2-Fax and Fax-2-Email services to send and receive faxes from your email address. An alternative would be to use your fax equipment over the PSTN line which hosts your Internet connection.
You can phone almost any phone numbers, apart from premium numbers.
Yes. You will need to use our UK and International call forwarding service.
We find that as long a customers have sufficient bandwidth on their Internet connection to operate the service correctly, they experience excellent call quality. We are able to advise on the bandwidth necessary for an optimum experience.

We use of our own VoIP service internally too, so this means we are acutely aware of any problems that may occur with service, meaning that we act to resolve any issues immediately.

The only other issues can be to do with your equipment and connection to the Internet which we can help ensure are set up correctly too. For multiple users we recommend you place your VoIP services on their own broadband service and invest in a quality VoIP ready router with QoS (quality of Service). Again we can provide advise on the best router for your individual setup.
You can call most phone numbers apart from a small number of destinations which are currently blocked. These can be unblocked on your account by contacting our customer services team.

  • UK Premium*
  • Democratic Republic of Congo (+243)
  • Zimbabwe and Zimbabwe Mobile (+263)


* This cannot be unblocked. We may, in exceptional circumstances, block other destinations if necessary due to fraud or other abuse of our services.
It depends on how many calls you expect to have at anyone time and whether you want DDI in which case it's one per person. A phone number gives you 2 concurrent inbound calls at any one time.
We can provide you with a local geographic number (01, 02 or 03), a national non-geographic number (08) or you can choose a memorable number from £25 + VAT. Special numbers, classed as Gold, Silver or Bronze will cost more. We also provide a wide range of International numbers.
Yes. The number is not tied to a geographical location. Numbers associated with a VoIP operator, such as Cloud4, can be used anywhere there is an Internet connection worldwide.
No, we provide you with a Free UK landline phone number, or you use your ported number, so people pay the same to call you as they would with a traditional landline.
No. As long as you are connected to your broadband router, and that remains on and connected to the Internet, you can use VoIP without the need for a computer.
Well with a VoIP system you can:

  • Save money on calls - Make calls between remote offices for free
  • Have phone extensions in multiple locations
  • Avoid buying an expensive phone system
  • Have a flexible voicemail system with SMS and Email
  • Have inbound numbers in different area codes - be local in yellow pages but a single office
  • Have unlimited capacity for calls - grow quickly
  • Get detailed call statistics
  • Create a variety of different routes for calls to your office at different times of day
Unfortunately No . VoIP relies on your internet connection, so if your broadband router has no power, your phones won't work either.
To record any voice messages, you first need to log into your control panel, then select the Voice prompts option from the menu on the right. From here you will need to choose record a new voice prompt, and then give it a relevant name. The system will then give you a 9 digit Pin number which you can use by ringing 188 from a Cloud4 phone and then following the instructions. Once this has been recorded you then need to select an extension/huntgroup or queue you want it set on. In the Extensions menu for example there is an option for the voicemail outgoing message, change this to the one you would have just recorded; when someone calls your voicemail they will hear your recorded message before leaving you a message.
Yes, ISDN and dial up modem users may find the sound quality is much more variable and of low quality. It's important to make sure you are using the correct codec to compress the voice data if you are using a lower bandwidth line. The g729a codec is recommended for dial up and ISDN use, our system support this codec.

On an ADSL line with 256k upstream, you can get 3 to 4 concurrent calls. When using our service in a busy office of up to 10 people, customers typically dedicate one broadband service to their VoIP phone provision to provide optimum quality for multiple users.
Yes, If they are supplied by a company we have a porting agreement with, you can keep your number. Please contact our sales team who will be able to confirm if we have a porting agreement with your provider.

While porting takes place, you sign up with a temporary new number, then we put the port through, and replace the temporary new number. Number porting takes 7 - 14 working days for a single line and costs £25 + VAT. It is important to remember that when you port a number away from your provider, they will cease that line, and all its associated services, such as broadband.

Why Choose Cloud4?

  • UK Hosted in ISO-27001 Datacentres
  • 30 day money back guarantee
  • Exceptional UK customer tech support
  • Great Value Vs our competitors

What Our Clients Say ?

“Luckily I found Cloud 4 who made the changeover, phone setup etc problem free. First class customer service, always a human being to talk to, lots of space and excellent spam filter”

Melanie Pursglove

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