1. What is VoIP?

VoIP (Voice over Internet Protocol) allows you to make and receive phone calls using your Internet connection instead of traditional phone lines. With VoIP, you get modern features, flexibility, and cost savings compared to legacy systems.

2. What equipment do I need?

Most customers only need:

  • A high-speed Internet connection

  • VoIP-enabled desk phones or a computer/mobile app with a headset

Our team will guide you through setup and provide any required equipment.

3. Will my current phone numbers work?

Yes. In most cases, we can transfer (or “port”) your existing phone numbers to Cloudhook. If you prefer, we can also assign you new numbers, including toll-free options.

4. How does 911/E911 work with VoIP?

VoIP 911 services work differently from traditional landlines. Emergency calls are routed based on the registered service address you provide. If you move locations or use the service remotely, you must update your registered address with us to ensure accurate routing. Note: E911 may not work during Internet or power outages.

5. What happens if my Internet goes down?

If your Internet is unavailable, we can put a softphone on your mobile device enabling you to transact calls as normal! We also offer other methods to reroute your calls.

6. What features are included?

Cloudhook provides a full suite of business-class features, including:

  • Call forwarding & routing

  • Voicemail-to-email

  • Auto attendants (IVR menus)

  • Call recording (30 day limit unless otherwise agreed upon)

  • Conference calling

  • Caller ID and call blocking

  • Mobile and desktop apps

7. Are there restrictions on how I can use the service?

Yes. Auto-dialing, robocalling, or mass marketing calls are strictly prohibited. Normal business communications with known clients are allowed, but any marketing campaign must be approved by Cloudhook before use. Unauthorized use may result in termination of services, and penalties.

8. What happens if I don’t pay my bill on time?

Invoices are due upon receipt. If your account remains unpaid for 30 days, it becomes past due. Accounts past due for 60 days are subject to service suspension and termination.

9. What happens to my phone numbers if I cancel service?

You may transfer your numbers to another carrier in accordance with FCC number portability rules. If no port request is made within 45 days of account termination, numbers may be permanently reassigned.

10. Is my service secure?

Yes. Cloudhook uses industry-standard encryption and security measures to protect your calls and account. We also implement STIR/SHAKEN to help combat caller ID spoofing and maintain call integrity.

11. Can I use the service internationally?

Yes, international calling is supported. Rates may vary depending on destination. By default, we do not allow International calling. A waiver is required to activate international calling on your account.

12. How do I get support?

Our support team is available by email at helpdesk@cloudhook.us or by phone during normal business hours (9am to 5pm Monday - Friday) at 833-335-COMM(2666) . We provide remote assistance, and in certain cases, onsite support may be arranged with a partner company if deemed necessary.