Contact support
Phone
Monday–Friday, 9 am – 6 pm Eastern. For a complete service outage, call any time and press 1.
Non-urgent questions. Include your account number, the numbers involved and the time of the call.
What to have ready
A call problem is fastest to trace with:
- Your account number
- The calling and called numbers, and the time of the call (with time zone)
- What the caller heard: ringing, silence, a recording, a busy tone
- For inbound problems, whether your PBX is registered or uses IP authentication, and the public IP it sends from
Call records with a per-call SIP trace are in the portal under Call Records, so you can often see the failure yourself.
Frequently asked questions
How do I get started?
Sign up, choose your phone numbers and configure your trunk or extensions. If you would rather test first, request a test trunk.
Can I keep my existing phone numbers?
Yes. We port most local and toll-free numbers for $5.00 per number, with volume discounts for 100 or more. Porting takes 3–10 business days depending on the releasing carrier. You will need a recent bill from your current carrier and a signed Letter of Authorization. See number porting.
What equipment do I need for SIP trunking?
A SIP-compatible PBX or phone system: FreePBX, 3CX, Asterisk, FreeSWITCH, Cisco, Avaya, Yeastar, Microsoft Teams and most others. Allow about 100 kbit/s per concurrent call, each way, on a connection with low jitter. Setup guides: SIP configuration.
How does billing work?
Monthly recurring charges (phone numbers, extensions, channel plans) are billed at the start of each billing period. Per-minute usage is prepaid from your account balance, which can top up automatically from your card. Usage reports and invoices are in the portal.
Do you support E911?
Yes. Register a valid physical address for each phone number in the portal. When 911 is dialed, the registered location is delivered to the emergency dispatcher. Read the E911 Terms of Service, including Kari's Law and RAY BAUM's Act obligations for multi-line systems.
What is your uptime commitment?
99.99% monthly for voice services, which is no more than 4.38 minutes of downtime per month, with service credits if we miss it. Details in the Service Level Agreement.
Can I use IPComms for a call center?
Yes, for manual, human-initiated calling on any SIP-based platform or contact center product. Auto-dialers, predictive dialers, robocalling and voice broadcasting are not permitted on the network; see the Acceptable Use Policy and our call center page.
Do you support healthcare customers with HIPAA obligations?
Voice traffic between your equipment and IPComms can be encrypted with TLS and SRTP, and our carrier legs are encrypted too. Contact us before ordering to discuss how the service fits your compliance program. See healthcare phone systems.
More answers: SIP trunking FAQ.
Guides and references
Getting started
Step-by-step setup for new customers.
SIP configuration
Configure your PBX or SBC to work with IPComms.
Channel and bandwidth calculator
Size your trunk and your internet connection.
API reference
Manage numbers, trunks and call records from your own code.
Network status
How the network is built and how incidents are communicated.
Legal documents
Terms, privacy, SLA, acceptable use and E911.
Service emergency
If you are experiencing a complete service outage, call (678) 460-1475 and press 1. The emergency line is answered 24/7.