Frequently Asked
Questions

Most businesses are fully operational within 1–2 weeks. We offer express setup in 3–5 working days for businesses that need to move quickly. The process involves porting your existing numbers (if applicable), configuring your call routing, and ensuring your team is trained on the system. We handle all of this for you.

No specialist equipment required. You can use our free mobile and desktop apps on any smartphone or computer. If you prefer physical handsets, we support most popular IP phones, and we can supply pre-configured phones that work straight out of the box. Many businesses use a mix of desk phones and mobile apps.

Yes, absolutely. We port your existing UK landline and geographic numbers at no extra cost. The porting process typically takes 5–10 working days and is completely seamless — your old system stays active until the new service goes live, so there's zero downtime. We handle all the paperwork with your current provider.

VoIP uses approximately 100kbps per concurrent call. A standard broadband connection with 1Mbps upload speed can comfortably handle 10 simultaneous calls. For most small businesses, your existing broadband is perfectly adequate. If you're running a call centre or high-volume operation, we'd recommend our business broadband or leased line options.

Yes, free onboarding training is included with all plans. We provide a walkthrough of the portal, apps, and key features with your team. Video guides and a comprehensive knowledge base are also available 24/7. For Enterprise customers, we offer on-site training sessions.

No setup fees and no hidden costs. The price you see is the price you pay. Your monthly fee covers everything included in your plan — we don't charge extra for support, updates, or using the apps. Number porting is also included at no charge.

Your monthly subscription includes your bundled call minutes (100 free for Ronin, 750 for Samurai, unlimited for Shogun), access to all apps (mobile, desktop, browser), voicemail, call management features, UK-based support during business hours, and all regular platform updates and improvements.

Yes, you can upgrade or downgrade your plan at any time with no penalties or notice periods. Changes take effect at the start of your next billing cycle. You can also add or remove users at any time — you're always billed for the exact number of active users.

Yes, you can save 15% by paying annually versus monthly. This is a great option for businesses that want to lock in their costs for the year. Contact us for annual pricing on larger team deployments.

We accept all major credit and debit cards (Visa, Mastercard, American Express), Direct Debit, and BACS bank transfer. For larger accounts, we can arrange invoice billing with 30-day payment terms.

All plans include: call forwarding, call transfer, voicemail, mobile and desktop apps, browser-based calling, hunt groups, music on hold, time of day routing, call encryption, and UK-based customer support. Even our entry-level Ronin plan includes everything you need for professional business calling.

Samurai and above add: auto-attendant (IVR menus), call recording, call queues, advanced analytics, conference bridges, video conferencing, call screening and blocking, voicemail transcription, and CRM integrations. Shogun (Unlimited) additionally includes unlimited calling to 55 countries, AI spam blocker, text-to-speech, and a free local phone number.

Yes. Our free iOS and Android apps let you make and receive calls using your business number from any smartphone. Your personal number stays completely private — callers see your business number, and you can call out showing your business number. The app works over WiFi or mobile data.

Yes, we integrate with HubSpot, Salesforce, Zoho CRM, and Microsoft Dynamics. Integrations include click-to-dial from within the CRM, automatic call logging with duration and recordings, and contact matching. Additional integrations are regularly being added — ask us if you use a different CRM.

Yes. You can add additional UK numbers (geographic, 0800, 03, or virtual numbers) from £2/month each. You can have as many numbers as your business needs, routing each one differently. The Shogun plan includes one free local number.

We provide automatic failover options. If your internet connection fails, calls can automatically divert to a mobile number of your choice, or go to voicemail with an email notification. For businesses where uptime is critical, we recommend pairing our VoIP service with our business broadband or leased line for maximum resilience.

It's actually better. Our platform uses HD audio codecs (G.722 and Opus) that deliver significantly clearer sound than traditional analogue phone lines. Most customers comment on the noticeable improvement in call quality when they switch. The key is having a stable internet connection — which our business broadband products are designed to provide.

We guarantee 99.9% uptime, backed by service credits if we fail to meet it. Our platform runs across multiple UK data centres with automatic failover, ensuring that even if one location has an issue, your calls continue uninterrupted. We proactively monitor all services 24/7.

Yes, we run 24/7 proactive monitoring on all platform components. In many cases, we identify and resolve issues before customers are even aware of them. We also provide a status page where you can check real-time service status and view historical uptime data.

Yes. All calls are encrypted using TLS (Transport Layer Security) for signalling and SRTP (Secure Real-time Transport Protocol) for the actual voice data. This means your calls cannot be intercepted or eavesdropped on. Call recording files are also stored with AES-256 encryption.

Fully. All data — including call recordings and personal data — is stored in UK-based data centres, ensuring compliance with UK GDPR requirements. We are a registered Data Controller and provide a Data Processing Agreement (DPA) for business customers. You retain full control over your data and can request deletion at any time.

Yes. We work with businesses in regulated sectors including financial services (FCA regulated), legal (SRA regulated), and healthcare (CQC registered). Our platform supports the compliance requirements of these sectors, including call recording with tamper-evident audit trails, data retention controls, and GDPR-compliant processing.

We operate to ISO 27001 information security standards. Our infrastructure undergoes regular penetration testing, all stored data is encrypted, access is controlled by role-based permissions with multi-factor authentication, and we conduct regular security audits. We take security seriously — particularly for our clients in regulated industries.

All plans include UK-based customer support during business hours (9am–5:30pm, Monday to Friday). Enterprise customers receive extended support hours plus priority response times. Support is available via phone, email, live chat, and our support portal. We also provide a comprehensive knowledge base and video tutorial library.

You can reach us by phone on 0330 043 2388, by email at hello@voipninjas.com, via live chat on our website, or through our support portal at support.voipninjas.com. For quick questions, WhatsApp us on 07360 272168. We aim to respond to all queries within 4 business hours.

Yes. For businesses in Dorset and Hampshire, we can provide on-site support and setup assistance. For businesses further afield, we provide comprehensive remote support which resolves the vast majority of issues. Enterprise customers with specific on-site requirements should contact us to discuss options.

Standard support: we aim to respond within 4 business hours. Critical issues (service outage): 1 hour response target. Enterprise customers with critical issues: 30-minute response target. We track all these SLAs and report on them monthly to Enterprise clients.

No. Zero downtime, guaranteed. We run both systems in parallel during the transition period. Your existing phone system stays fully operational until the VoIPninjas service is live and tested to your satisfaction. Only then do we complete the number port. Your business continues as normal throughout the entire process.

The easiest way is to start your free 14-day trial at talk.voipninjas.com/register. You get full platform access with a trial number instantly — no payment details required. Alternatively, book a free consultation and we'll walk you through the whole process and help you design the right system for your business.