Business VoIP You Can Actually Rely On

Q: Can you help if we’re with another VoIP provider but having call quality issues?

A:  Yes — we’re happy to review your current setup and give you clear recommendations on what to ask your current provider or IT company to pinpoint where the problem actually is. We have a few diagnostic tricks that often surface whether the issue is with the VoIP service itself or the network.

That said, we can’t access or manage another provider’s platform or your internal network — and your IT company shouldn’t allow that anyway. Our role is to help you get clarity and a path forward.

If the issue turns out to be your VoIP provider and they can’t resolve it, we can help you plan a move to CallNet™ when you’re ready.
If the issue is your network — or you don’t have an IT provider — we can also discuss how TotalBC can support your IT environment.

Q: How is CallNet™ different from large VoIP providers and resellers?

A:  Two big differences: support and flexibility.

Most businesses don’t realize how many features their VoIP system actually has. It’s like buying a new car and discovering months later that it has features you never knew existed. Large providers tend to cookie-cutter everything — they hand you a portal, a set of videos, and expect you to configure your own system. You’re left guessing what the platform can even do.

We don’t do that. We take the time to understand how your business actually works, then tailor your system around your workflows — and we program it for you. You get the features you need, set up the right way, without trial and error.

Many smaller VoIP providers simply resell or white-label someone else’s platform. That limits flexibility. If you have a special request, the answer is often “that’s not supported” because they don’t control the platform. Our engineers build and operate CallNet™ end-to-end, so we know the system inside and out and can adapt it to real business needs.

When you need help, large providers typically start you with scripted, tier-one support and expect you to be their eyes and hands. That can turn into long troubleshooting calls. With TotalBC, support is handled by real engineers. When an issue actually needs hands-on help, we provide on-site support — you’re not stuck being the technician for your own phone system.

Q: How hard is it to switch VoIP providers? Will we have downtime?

A:  Switching providers doesn’t have to be painful — when it’s planned correctly, downtime is minimal or avoided entirely.

We handle the heavy lifting: number porting, system setup, call flows, and device configuration. Your new CallNet™ system is fully built and tested before anything changes, so you’re not figuring things out live while customers are calling.

Your installation includes a real technician on-site to handle the cutover and make sure phones, call routing, and features are working as expected. We also train your team on the new features and functionality so you’re not left guessing how your own phone system works.

During the actual number port (similar to moving a cell phone to a new carrier), there can be a brief interruption — typically just a few minutes, sometimes up to 15 minutes. We plan the cutover for low-impact times and keep failover in place so calls still reach your team.

The end result: a clean transition with little to no downtime — and no chaos for your team.

Q: Do you provide on-site support or is everything remote?

A:  Remote support handles most issues quickly. When a problem requires hands-on work, we provide on-site support. We don’t expect you to act as our technician.

When you’re evaluating VoIP providers, ask them one simple question: “If something breaks, can you send someone on-site to fix it?”
TotalBC includes on-site support when it’s needed, at no additional charge for issues related to our VoIP service. (If the issue turns out to be outside our service, we’ll be upfront about that.)

Q: What happens to our phone numbers when we switch to CallNet™?

A:  You keep your phone numbers. We handle the number porting process for you so your existing business numbers move to CallNet™ without disruption.

Before anything changes, we verify your numbers, prepare the port request, and build your new VoIP system so it’s ready to receive calls the moment the numbers move. During the port, we schedule the cutover for low-impact times and keep failover in place so calls still reach your team.

In most cases, your numbers move cleanly with little to no noticeable impact. If there’s anything unusual with your carrier or account information that could delay a port, we’ll flag it early and walk you through exactly what’s needed so there are no surprises.