Question 1

What exactly is VoIP?

Accepted Answer

VoIP stands for Voice over Internet Protocol: your calls travel across your internet connection instead of a dedicated copper phone line. Practically, that means your business number lives in the cloud and rings wherever you tell it to — a desk phone, the app on your cell, your laptop, or all three at once. Because there's no physical line to install or maintain, you get more features for less money, and moving offices never means losing your number.

Question 2

Will call quality really match my old phone line?

Accepted Answer

On a healthy internet connection, it exceeds it — modern HD voice codecs carry a wider frequency range than an analog landline ever could, so callers sound closer and clearer. Quality problems with VoIP almost always trace back to an overloaded or misconfigured network, which is exactly what our onboarding call checks for before you go live.

Question 3

What kind of internet connection do I need?

Accepted Answer

Very little — a single call uses only about 100 Kbps each way. Even a modest cable or DSL connection can comfortably carry an entire small office's calls at once; a five-person team talking simultaneously needs about half a megabit. Stability matters more than raw speed, so we test your connection with you during setup and help tune your router if anything looks off.

Question 4

Can I keep my current business number?

Accepted Answer

Yes — and porting it to CocoaVoIP costs nothing. Local numbers typically complete the move in 1 to 3 business days once your current carrier confirms the paperwork. There's no downtime: your existing service keeps ringing until the instant the number switches over, so callers never hit a dead line.

Question 5

How much does CocoaVoIP cost?

Accepted Answer

Three flat per-user plans: Starter at $19/user/month ($16 on annual billing) for teams of 1-4; Business at $34/user/month ($28 annual) for teams of 5-25 — our most popular; and Pro at $49/user/month ($41 annual) for 25+ users, multiple locations, or HIPAA needs. All plans include unlimited calling across the US and Canada, the mobile and desktop apps, and US-based support.

Question 6

Are there contracts, setup fees, or surprise charges?

Accepted Answer

No contracts — service is month-to-month and you can leave any month without a termination fee. No setup or activation fees, and porting is free. The only additions to the advertised rate are government-required telecom taxes and 911 fees, which vary by state and are itemized on your invoice at cost. We don't add made-up 'recovery' surcharges.

Question 7

How does the 30-day free trial work?

Accepted Answer

You get full service for 30 days without entering a credit card. Use it like a paying customer — real numbers, real calls, the apps, the works. If it's not for you, walk away owing nothing. And once you do subscribe, a separate 30-day money-back guarantee covers your first paid month too.

Question 8

Do I need desk phones, or can my team just use apps?

Accepted Answer

Your choice. Every plan includes iOS, Android, Mac, and Windows apps, and plenty of our customers run entirely on them — no hardware at all. If your office prefers physical handsets, you can buy or rent pre-configured SIP desk phones from us, or bring your own — see the phones page for the lineup. Mixing is fine too: desk phone at reception, apps for everyone in the field.

Question 9

Can I use my business number from my personal cell phone?

Accepted Answer

Yes. The mobile app places and receives calls through your business number, so customers see the company caller ID — never your personal cell number — and your personal line stays private. Calls, voicemail, and (on Business and Pro) texting all live inside the app, separate from your personal apps.

Question 10

Can I text customers from my business number?

Accepted Answer

Yes — business SMS and MMS are included on the Business and Pro plans. Appointment reminders, quick confirmations, photos from a job site: all sent and received on your main business number from the mobile or desktop app, with the whole conversation history visible to your team.

Question 11

Can more than one person answer the main line?

Accepted Answer

Yes. On Business and Pro plans, ring groups make one number ring several people at once or in a set order, and call queues hold callers with music until the next person frees up. On every plan, the multi-level auto-attendant answers first and routes callers to the right person or department by keypress.

Question 12

Does 911 work over VoIP?

Accepted Answer

Yes — E911 service is included on every plan. Your registered street address is transmitted to dispatchers when anyone dials 911 from your service, and you can update that address in the portal whenever you move. Keep it current; it's what emergency responders see.

Question 13

Is CocoaVoIP HIPAA compliant?

Accepted Answer

For practices that handle protected health information, our Pro plan includes HIPAA compliance with a signed Business Associate Agreement (BAA) at no extra charge. That's the piece of paper your compliance officer actually needs — many phone providers either won't sign one or charge extra for it.

Question 14

What happens to my calls if the office internet goes down?

Accepted Answer

Your number lives in the cloud, not in your office, so it keeps answering. Calls can fail over to the mobile app on cellular data, forward to any outside number you choose, or land in voicemail — which still emails you the message with a transcript. An office outage never means a dead business line.

Question 15

Can I call internationally?

Accepted Answer

Calls anywhere in the United States and Canada are unlimited and included on every plan. International destinations are available as pay-as-you-go per-minute calling — ask us for the current rate sheet for the countries you call, and we'll include it with your quote.

Question 16

How do I cancel if it's not working out?

Accepted Answer

Contact support and say so — that's the entire process. Service is month-to-month, so there's no termination fee and nothing to buy out. Your phone numbers belong to you: if you leave, you're free to port them to any other provider, and we won't slow-walk the paperwork.

Question 17

Who answers when I need help?

Accepted Answer

A real person on our US-based support team — no offshore script-readers, no ticket purgatory. Every plan includes it, and every new account gets a free onboarding call where we set up your menus and users with you. Pro accounts add a dedicated account manager and a priority response SLA.

Question 18

Who is behind CocoaVoIP?

Accepted Answer

CocoaVoIP is a brand of Beneffy Telecom, a US telecommunications carrier that runs its own voice infrastructure in multiple US data centers. The name honors our hometown of Cocoa, Florida, on the Space Coast — but service covers all 50 states and Canada calling is included.

Ask us anything. We already started.

VoIP basics

Keeping your number

Pricing, trial & contracts

Phones, apps & texting

Safety, compliance & reliability

Calling & coverage

Support & leaving

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