What to Ask Before You Sign a VoIP Contract
Let me get one thing out of the way first: at DS1 Phone Systems, we never make a client sign a contract. Not a one-year deal, not a three-year deal, not a “just sign here so we can get started” deal. If we’re not earning your business every month, you should be free to walk.
I’m telling you that up front because most of the phone calls I get from frustrated business owners start the same way. They signed something years ago, the service went downhill, and now they find out leaving will cost them thousands.
So whether you end up working with us or someone else, here are the questions I’d ask before putting your name on any VoIP contract.
The questions to ask
1. What does it cost me to leave?
This is the big one. Ask for the early termination fee in writing. Some providers charge the remaining balance of the entire contract. If you’re 10 months into a 36-month deal with 15 users, that can add up fast.
2. Does it renew on its own?
Auto-renewal clauses are where a lot of businesses get trapped. The contract quietly rolls over for another full term unless you cancel inside a narrow window, sometimes 30 to 90 days before it ends. Miss that window and you’re locked in again.
3. What will my real monthly bill be?
The price in the proposal is rarely the price on the invoice. Ask for a sample bill with every tax, regulatory fee, and surcharge included. Then ask whether the provider can raise rates during the term, and by how much.
4. Who owns the phones?
Some providers lease you the handsets, and some lock them so they only work on their service. If you leave, you could be stuck buying all new equipment. Find out if you own the hardware outright and whether it will work with another provider.
5. Can I keep my phone numbers?
Your main number is printed on your trucks, your website, and years of business cards. Make sure the contract says you can port your numbers out when you leave, without fees or delays.
6. What happens when something breaks?
Ask who you’ll actually talk to when the phones go down. Is it a local tech or a call center queue? What are the support hours? How fast do they promise to respond? “We’ll open a ticket” isn’t an answer when customers can’t reach you.
7. What’s the uptime guarantee, and what do I get if they miss it?
Most providers will promise high uptime. Fewer will tell you what happens when they fall short. Ask whether you get a credit on your bill, and how you claim it.
8. Is my internet ready for this?
VoIP runs over your internet connection. If it’s slow or unreliable, your calls will be too. A good provider will check your connection before you sign, not after the complaints start.
9. How does 911 work?
With VoIP, 911 calls rely on the address registered to each line. Make sure every location is set up correctly, especially if you have multiple offices or remote employees.
10. Can I add or remove users without a penalty?
Businesses grow and shrink. Ask whether you can scale down if you need to, or if you’re committed to paying for a minimum number of users no matter what.
The bottom line
A contract should protect both sides. Too often, it only protects the provider. If a company is confident in its service, it shouldn’t need to lock you in to keep you.
That’s exactly why we don’t use contracts at DS1. We’d rather keep your business by picking up the phone, fixing problems fast, and charging a fair price.
If you’re shopping for a new phone system, or you’re already stuck in a contract and want to know your options, give me a call or send me a message. I’m happy to look over what you have and give you an honest opinion, no strings attached.