When should I consider switching VoIP providers?

Updated

Choosing the right Voice over Internet Protocol (VoIP) provider is crucial for any Canadian small or mid-sized business that relies on phone systems for daily operations. Over time, your current VoIP service might no longer meet your needs due to issues like call quality, hidden fees, or inadequate security. Recognizing when it's time to switch providers can help you avoid disruptions, protect sensitive information, and maintain smooth communication with customers and staff.

Why this matters for Canadian SMBs

VoIP systems are more than just phones—they're a lifeline for customer service, sales, and internal collaboration. Downtime or poor call quality can lead to missed opportunities and frustrate both employees and clients. Additionally, since VoIP systems handle voice data over the internet, they are vulnerable to cyber risks such as eavesdropping or denial-of-service attacks. For businesses handling personal or financial information, compliance with Canadian privacy standards adds another layer of importance to choosing a reliable provider.

A typical scenario

Consider a 50-employee Canadian marketing firm that recently noticed frequent call drops and delays during client meetings. Their current VoIP provider's support was slow to respond, and the monthly bill had unexpected charges. The firm's IT advisor recommended reviewing alternative providers that offered clearer pricing, stronger security features like encrypted calls, and faster customer support. After switching, the firm experienced fewer disruptions, improved staff productivity, and greater confidence in protecting client conversations.

Checklist: When to consider switching your VoIP provider

  • Assess call quality and reliability: Are dropped calls, delays, or poor audio frequent?
  • Review customer support responsiveness: Does your provider respond promptly and effectively to issues?
  • Check pricing transparency: Are there unexpected fees or confusing billing practices?
  • Evaluate security measures: Does the provider offer encryption, regular updates, and protection against common VoIP attacks?
  • Confirm compliance support: Does the service help you meet Canadian privacy and data protection requirements?
  • Test integration capabilities: Can the VoIP system easily connect with your existing software and hardware?
  • Request a service level agreement (SLA): Does it clearly define uptime guarantees and remedies for outages?
  • Ask about scalability: Can the provider accommodate your business growth or seasonal fluctuations?

What to ask your IT provider or VoIP vendor

  • How do you handle data encryption and call security?
  • What is your average response time for support requests?
  • Can you provide references from similar Canadian businesses?
  • What is your policy on billing transparency and contract flexibility?
  • How do you ensure compliance with Canadian privacy laws?
  • What backup or redundancy measures are in place to prevent downtime?

Switching VoIP providers is a significant decision that impacts your business communication and security. It's wise to consult with a trusted managed IT provider or IT advisor who understands your industry and can help evaluate your current service against your needs. They can guide you through the technical details, vendor comparisons, and implementation planning to ensure a smooth transition without unexpected disruptions.

Tools & software for this topic

Not ready to change IT providers yet? These buying guides walk through tools your team can use to improve things on your own.

We may earn a small commission if you sign up with any of these tools and services, at no extra cost to you. We only feature tools that are appropriate for Canadian businesses like yours.

Tools you can try right away

These tools line up with the topics in this guide and are commonly used by Canadian small and mid-sized businesses.

Avast Business Security

Best for: Best for Canadian small businesses seeking straightforward, scalable endpoint security

Reliable endpoint protection with easy management for SMBs

Avast Business Security offers comprehensive endpoint protection designed for small and mid-sized businesses. It provides strong malware detection and a user-friendly management console, helping reduce security risks with minimal IT overhead.

View Avast Business Security plans

Bitdefender Small Business Security

Best for: Best for Canadian SMBs seeking scalable, all-in-one endpoint security

Comprehensive endpoint protection with easy management for SMBs

Bitdefender Small Business Security offers layered protection against malware, ransomware, and other threats. It is often chosen for its centralised management console and minimal impact on device performance, helping businesses maintain productivity while reducing security risks.

View Bitdefender Small Business Security plans

ESET PROTECT

Best for: Best for Canadian SMBs needing scalable, multi-device security management

Comprehensive endpoint protection with centralised management

ESET PROTECT offers endpoint security designed for small and mid-sized businesses, focusing on reliable malware detection and easy centralised control. It supports multiple device types and provides tools to reduce security risks while maintaining productivity.

View ESET PROTECT plans

Heimdal Threat Prevention

Best for: Best for SMBs seeking automated, layered endpoint security with minimal manual oversight.

Proactive endpoint protection with automated threat blocking

Heimdal Threat Prevention offers automated endpoint security focused on blocking threats before they reach your devices. It is commonly used for layered protection including malware prevention and exploit blocking, helping reduce risk with less hands-on management.

View Heimdal Threat Prevention plans

Kaspersky Small Office Security

Best for: Best for small Canadian offices seeking straightforward, all-in-one endpoint security

Comprehensive endpoint protection tailored for small office needs

Kaspersky Small Office Security offers a unified solution designed for small businesses to protect their devices from malware and cyber threats. It is often praised for its easy setup and management, helping reduce security risks without complex administration.

View Kaspersky Small Office Security plans

Malwarebytes for Business

Best for: Best for SMBs seeking straightforward malware defence with quick remediation tools.

Reliable endpoint protection with easy threat detection and removal

Malwarebytes for Business offers endpoint security focused on detecting and removing malware efficiently. It is commonly used by SMBs to reduce risk with automated scans and simple management, helping maintain productivity with minimal disruption.

View Malwarebytes for Business plans

Need hands-on help?

If you’d rather have a provider handle this for you, here are firms that work on VoIP & Phone Systems in Canada.

Top firms for VoIP & Phone Systems
Complete Technologies - Saskatoon Saskachewan
Saskatoon, Saskatchewan

Overview

Complete Technologies is a managed IT services provider based in Saskatoon, Saskatchewan. They specialize in delivering reliable IT support tailored to businesses of various sizes. Typical clients include small to medium-sized organizations seeking to enhance their technology infrastructure and improve operational efficiency.

This IT services company focuses on a range of offerings, including IT support, Exchange Online solutions, and Office 365 migrations. Their team is known for their professional approach and commitment to customer satisfaction. They aim to create seamless technology experiences that empower businesses to thrive.

Complete Technologies helps clients by ensuring high levels of uptime and reliability in their IT systems. Their proactive support includes regular updates and comprehensive reports. By fostering a responsive and knowledgeable team, they are able to address client needs quickly and effectively.

What clients say about this company

Clients have expressed their satisfaction with the customer service provided by this managed IT services provider. Many comments highlight the company's consistent follow-up and efficient responses to issues. Their staff are recognized for being friendly, patient, and quick in resolving technical problems.

Feedback also points to the successful project delivery, particularly with migrations to hosted services like Exchange Online. Customers appreciate the team's expertise and prompt actions to ensure smooth transitions. This efficiency helps minimize disruptions to client operations.

Overall, clients highly recommend Complete Technologies for their exceptional IT support. They value the reliability of the solutions offered and the top-notch customer service. The genuine care shown by this IT services company builds lasting relationships with clients.

5.0★
Boom I.T. Group
St. John'S, Newfoundland and Labrador

Overview

Boom I.T. Group is a managed IT services provider located in St. John's, Newfoundland and Labrador. They focus on delivering comprehensive IT solutions tailored to meet the needs of small and medium-sized businesses across various sectors. Their team is dedicated to ensuring reliable technology support, offering services that include computer repairs, networking, and system upgrades.

This IT services company excels in maintaining uptime and system reliability for their clients. By prioritizing effective communication and customer service, they address concerns promptly, helping businesses minimize downtime. Their commitment to professionalism and customer satisfaction has earned them a solid reputation in the local IT community.

What clients say about this company

Clients appreciate the knowledgeable and friendly staff at this MSP. Many have highlighted their ability to resolve issues efficiently, often exceeding customer expectations. Positive interactions have led to a sense of trust, as clients feel respected and valued throughout their service experience.

Feedback indicates that clients have had their concerns addressed quickly and effectively. The team's expert guidance helps customers navigate technical challenges, ensuring they receive the support they need. Many clients have expressed gratitude for the professionalism this IT services company demonstrates in every project.

4.6★
CompuBC
Port Coquitlam, British Columbia

Overview

CompuBC is a managed IT services provider located in Port Coquitlam, British Columbia. They specialize in offering reliable technology solutions to a variety of clients, from individuals to small businesses. Their focus includes network setup, system repairs, and ongoing technical support, which helps clients maintain their IT systems efficiently.

This IT services company is known for their strong commitment to customer service and technical expertise. Clients often find that they receive prompt and effective solutions to their IT challenges. By prioritizing transparency and follow-up, CompuBC ensures that users feel supported throughout their technology journey.

What clients say about this company

Clients appreciate the consistent follow-up and support they receive from CompuBC. Many have noted how quickly Avner can diagnose and resolve issues, providing clear explanations and multiple options for repairs. This approach has earned them a solid reputation for reliability and transparency.

Feedback highlights the personalized training and onboarding experiences offered by this MSP. Clients have expressed gratitude for the tailored assistance during hardware upgrades and repairs, feeling confident and informed throughout the process. Such attentiveness to client needs fosters long-lasting relationships.

5.0★
Advanced Office Solutions Group
Grimsby, Ontario

Overview

Advanced Office Solutions Group is a managed IT services provider located in Grimsby, Ontario. They specialize in offering comprehensive IT support, technical assistance, and VOIP solutions. With a focus on small to medium-sized businesses, they aim to enhance operational efficiency through reliable technology solutions.

This IT services company stands out for their commitment to customer service and dedication to client needs. Their team consistently responds promptly to inquiries, ensuring that all clients receive the support they require. This approach has fostered a trusting relationship with organizations in various sectors.

Known for their professional and organized service, this MSP successfully manages transitions like phone and computer system transfers with minimal disruption. Their strategic partnerships and proactive problem-solving enhance the overall client experience. By prioritizing security and responsiveness, they help businesses thrive in a digital environment.

What clients say about this company

Clients frequently praise the outstanding customer service provided by Advanced Office Solutions Group. Many have expressed satisfaction with the immediate response to technical challenges and the follow-up support that ensures issues are thoroughly addressed. This level of attention to client needs sets them apart in the managed IT services landscape.

The dedication displayed by the team is also a common theme in client feedback. Customers appreciate the empathy and commitment shown by staff, regardless of their position within the organization. This supportive environment fosters strong relationships and encourages collaboration for shared success.

Additionally, clients highlight the professionalism and efficiency of the AOS team during technical projects. Experiences such as system transitions are noted for their smooth execution and minimal interruption to services. This reputation for reliability further solidifies the trust clients have in this IT services company.

4.9★
Infoteck, Business Service
Shawinigan, Quebec

Overview

Infoteck is a managed IT services provider located in Shawinigan, Quebec. This IT services company focuses on delivering high-quality technical support and computer troubleshooting services to both individuals and businesses. They are committed to helping their clients with issues such as data transfer and product advice, ensuring a seamless technology experience.

This MSP serves a variety of clients who appreciate reliable service and expertise. By providing efficient solutions and honest pricing, they establish trust and build long-lasting relationships. Their knowledgeable team is dedicated to ensuring that customers receive the support they need in a timely manner.

What clients say about this company

Clients have expressed satisfaction with the effective computer troubleshooting provided by this IT services company. Many appreciate the prompt responses from the remote technicians who resolve issues efficiently, showcasing their commitment to excellent service.

Customers have also praised the empathetic support received, particularly during the purchase and setup of new devices. They feel confident in recommending Infoteck for their strong customer service and competitive pricing, which contribute to an overall positive experience.

4.6★
Avenir IT
Winnipeg, Manitoba

Overview

Avenir IT is a managed IT services provider based in Winnipeg, Manitoba. They specialize in supporting small to mid-sized businesses with comprehensive IT and cybersecurity solutions. This IT services company helps clients enhance their technology infrastructure while ensuring their data is secure from potential threats.

This MSP is known for their responsive and friendly staff, who prioritize client support and satisfaction. They have built a strong reputation among professionals, including law firms and various other sectors, for delivering thorough and effective project execution, including seamless email migrations and ongoing technical support.

What clients say about this company

Clients appreciate the exceptional responsiveness of Avenir IT. Many have highlighted their fast and thorough service, expressing satisfaction with how quickly issues are resolved. The staff are frequently described as professional, accessible, and a pleasure to work with.

Feedback often points to their expertise in cybersecurity and VOIP services. Clients feel confident in Avenir IT's knowledge and commitment, recommending them for their excellent IT services tailored to meet specific needs.

4.8★
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