Question 1

What internet speed do I need for VoIP?

Accepted Answer

Each concurrent VoIP call using the G.729 codec requires approximately 32 kbps of bandwidth. For a small office with 10 simultaneous calls, a stable 1 Mbps symmetrical connection is sufficient. SureTel recommends dedicated business fibre with QoS (Quality of Service) configured to prioritise voice traffic.

Question 2

Is VoIP reliable in South Africa?

Accepted Answer

Yes — when deployed correctly. SureTel actively monitors call quality using MOS (Mean Opinion Score) tracking, SIP performance analytics, and link stability checks. Paired with business-grade fibre and proper QoS configuration, VoIP delivers enterprise-level reliability across South Africa.

Question 3

Can I keep my existing phone number?

Accepted Answer

Absolutely. SureTel handles full number porting from your current provider. The process typically takes 5–10 business days, and your service continues uninterrupted during the transition.

Question 4

What happens if my internet goes down?

Accepted Answer

SureTel VoIP includes automatic failover options. Calls can be rerouted to mobile numbers, alternative lines, or voicemail. We also offer LTE backup connectivity to keep your business online during fibre outages.

Question 5

How much does VoIP cost in South Africa?

Accepted Answer

VoIP call rates start from 30c/min for local calls. Monthly bundles start from R300 per month. Pricing depends on the number of extensions, concurrent call channels, and features required. SureTel provides transparent, customised quotes with no hidden fees.

Question 6

Do I need special phones for VoIP?

Accepted Answer

No. You can use IP desk phones, softphones on your computer, or mobile apps on your smartphone. SureTel supports a range of devices and can recommend hardware suited to your business needs and budget.

Question 7

How long does it take to set up VoIP?

Accepted Answer

A typical VoIP deployment takes 3–5 business days, including account provisioning, number porting, and handset configuration. SureTel manages the entire process and provides training for your team.

Question 8

Is VoIP secure for business use?

Accepted Answer

Yes. SureTel VoIP uses encrypted SIP signalling and SRTP (Secure Real-Time Transport Protocol) for call encryption. Combined with firewall-ready configurations and proactive monitoring, your business calls are protected against eavesdropping and fraud.

Question 9

Can VoIP integrate with my CRM?

Accepted Answer

Yes. SureTel VoIP integrates with popular CRM platforms including Zoho, Salesforce, and HubSpot. Features include click-to-call, automatic call logging, and screen pops for incoming calls — improving productivity and customer experience.

Question 10

What support does SureTel provide?

Accepted Answer

SureTel provides real technical support from Johannesburg-based engineers who understand telecom infrastructure — not outsourced call centre scripts. Support is backed by business SLAs with guaranteed response times.

Question 11

What is the meaning of Voice Over IP (VoIP)?

Accepted Answer

Voice Over IP (VoIP) — also referred to as Voice Over Internet Protocol — is a technology that allows voice calls to be transmitted over broadband internet connections instead of traditional copper telephone lines. VoIP converts analogue voice signals into digital data packets, delivering calls with lower cost and greater flexibility than fixed line telephony. Businesses across South Africa use VoIP to reduce call costs, enable remote working, and access advanced features like call recording, IVR menus, and real-time analytics.

Question 12

How do I choose between different VoIP providers in South Africa?

Accepted Answer

When comparing VoIP providers in South Africa, prioritise call quality (ask about MOS monitoring), network reliability (look for redundant SIP infrastructure and failover), local technical support (Johannesburg or Cape Town-based engineers), and transparent pricing with no hidden fees. SureTel is a licensed ISP and SIP trunk provider that delivers carrier-grade voice quality, proactive monitoring, and dedicated local support — key differentiators from resellers or international providers without a local presence.

Question 13

Does SureTel support Voice Over IP Fax services?

Accepted Answer

Yes. SureTel supports Fax over IP (FoIP) using the T.38 protocol, which ensures reliable fax transmission over internet connections. This allows businesses to send and receive faxes through their existing VoIP infrastructure without maintaining separate analogue fax lines — reducing costs and simplifying infrastructure.

Question 14

What internet speed is required for a reliable VoIP system?

Accepted Answer

A reliable VoIP system requires approximately 100 kbps per concurrent call using the G.711 codec, or 32 kbps per call using the more efficient G.729 codec. For a small office with 10 simultaneous calls, a stable 1 Mbps symmetrical connection is sufficient. SureTel recommends running a VoIP speed test before deployment and configuring QoS (Quality of Service) on your router to prioritise voice traffic over general data. Dedicated business fibre with low latency (under 150 ms) and minimal jitter delivers the best results.

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