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FAQs

Billing & Payment

There are 2 types of Payment methods. Payflex and EFT Payflex is instant. Pay via the link on your statement or from your portal. EFT could take upto 3 days to reflect in our account. Only once the funds reflect in our account will we allocate them to your account.
You can cancel your account / subcription at anytime by emailing us at support@cloudtelecoms.co.za with the request. NB: We require a 30 day cancellation notice.
The international termination rate (ITR) is considerably higher than the local (retail) termination rate to a mobile number in the country. This makes it profitable to bypass the licensed international operator when terminating calls in the country so that the lower local rate is paid instead of the ITR. This practice is illegal and causes significant problems for many operators due to lost revenues.
49c flat rate to all networks in SA. You can find the full ratesheets to all destinations on the homepage of the website. Contact us for reseller and international rates.
If you got charged incorrectly for a call, please double check if the destination number was a local or internationa number. These rates differ. In all cases you can find out what the reason of the charge was on the portal by logging into your account. Go to the service panel - reports - outbound CDR, to view all call records.
We try to offer the cheapest phone calls possible but we also strive to achieve the best possible quality. Calls are sent via a complex system of international routes and telecom companies and due to the complexity of some connections, technical problems may occur. We utilize the most up-to-date technology to ensure top quality connections, however it may be possible that overseas carriers have different quality standards. Should you often experience the same problems with your calls, please send an email to support@cloudtelecoms.co.za as detailed as possible; if you do not know the exact details, please make another call and send us the exact date/time of the call, the way you called, the number you called from and to. With this specific information our technical staff can trace the call and take measures to prevent future problems. Thank you for helping us to improve our service!
When the description of your transaction (reference number) is missing or incorrect, we cannot automatically allocate the payment to your account. This means that your credit cannot be added to your account. It can take up to 7 business days for a payment to be processed. If you have added your e-mail address in your account, you will automatically receive an e-mail when your payment has been successfully processed. If you believe that processing your payment is taking too long, it is important that you contact us by creating a customer service ticket, by emailing support@cloudtelecoms.co.za. Please make sure to include a proof of payment when submitting a ticket. A screenshot or scan of your bank statement allows us to find your payment. Kindly note that there is no need to contact the bank unless we ask you to do so.
If you made a payment using a Credit card and you did not receive any credit on your VoIP account then please check your bank or credit card statement to see if the money has been transferred to our account. Because the payments via Credit cards are handled by an intermediate it is not always possible for us to check the reason of a payment failure. It is possible the money was transferred but not processed, we can only investigate what happened if you send us the complete details by emailing support@cloudtelecoms.co.za to create a customer service ticket. To ensure a fast solution please always add your credit card statement! If you made a payment using PayFlex and you did not receive any credit on your account then please check the PayFlex website if the payment was processed and/or successful. If so, then please send us all the details of your payment by emailing support@cloudtelecoms.co.za.
Should a payment fail, mostly we will show you an error code number and an explanation of the problem that tells you what you need to do. Sometimes the error is only temporary and you will have to wait before you can try again. This will always be mentioned in the error message. It could also be that a previously offered payment method is no longer available due to technical or security reasons; in that case you will need to select another payment method. Many of the payment methods we use are offered to you via third parties (Credit card companies etc) therefore we often do not have specific information why a payment failed. If you want us to investigate your payment problem further, please email support@cloudtelecoms.co.za to submit a customer service ticket. To speed up the process please add as many details about the payment as possible.

Afriphone

1. An uncongested Internet connection such as Fibre to the Home (FTTH) or Fixed Home LTE.) 2. A SIP Account– see here for our recommended phone options available from 3rd Parties. 3. A Mastercard or Visa card to purchase prepaid air time.
There are no service fees for the Afriphone service. 1. No sign up fees. 2. No monthly service fees. 3. No service cancellation fees. Number Porting is available at once-off cost of R130 incl VAT.
The Afriphone service is entirely dependent on the quality of the Internet connection you are using when making or receiving a phone call. Hence we only recommend connections that do not generally suffer from congestion or high latency such as FTTH (Fibre to the Home) or Fixed Home LTE (Telkom). Sometimes other connectivity types, such as ADSL, 3G, Edge, WiFI or Mobile LTE will work. However, we do NOT recommend relying on these connectivity types as they are prone to congestion and high latency which result in poor call quality.
Create a new account and add details from Extension email sent to you as below: Label / Account Name / Display Name: Extension Username as per email sent to you Username / Register Name: Extension Username as per email sent to you Password: Extension Password as per email sent to you Sip Server: Extension Sip Server as per email sent to you Transport Type: TCP Audio Codec Settings: aLAW Subscribe for Register: Enabled Save Register status should say: Registered If not, double check the above details or send an email to support.

VoIP

Go to https://www.truecaller.com/unlisting to unlist your number.
Login to your portal, click on customers - place order, doc type - select sales order, choose your airtime package. place your order. Then click on customers - Make Payment to make payment to your account.
- Yes geographic landline numbers can be ported to Cloud Telecoms. - This include’s all South African numbers that start with 01, 02, 03, 04 and 05. - Mobile numbers such 083, 072 and 061 cannot be ported to Cloud Telecoms. The once off cost to Port your number to Cloud Telecoms is R130. To Port your number to Cloud Telecoms 1. You login into your Cloud Telecoms account 2. You click on DID Manager 3. Click Port Number 4. You will need to provide documents and complete the application form. 5. You will receive an invoice for R130 that will need to be paid via Mastercard or Visa before your application is processed. You will need to have the following on hand. 1. A copy of your current service providers invoice and it must display the number you wish to Port. 2. A scanned JPG or PDF of the ID of the account holder. 3. The account holder will need to sign the application forms and authorisation letter.
A number must already be suspended for arrears at the time the port out request was logged. 1. In terms of the Functional Specification for Geographic Number Portability Government Gazette 30089 (“FSS”) as published on 13 July 2007, specifically section 4(9)(d) and section 4(11), a donor operator cannot reject a port on the basis that the subscriber still owes monies nor may the donor operator delay a port pending the settlement of outstanding monies.
No, unfortunately this cannot be done.
Config Settings: Softphone or your SIP phone compatible Device settings 1.Check your email for an email titled PBX Extension. 2. Use registration details from email. 3. Audio codec =G729 alternatively OPUS or GSM 4. Network should be set to DHCP (This is the default) Settings for your Internet Router SIP ALG = Should be disabled on your Internet router (usually found under security). If not disabled SIP ALG can cause problems with calls such as randomly cutting calls and/or your registration with the server. You can ask your Internet service provider (ISP) to help you disable SIP ALG.
We would prefer your Air Time to never expire, however we require a protection mechanism against users who sign up for accounts but never use them. We provide a single 087 telephone number for free. By ICASA regulations unused numbers can be recycled without notice. 1. Your account will be cancelled and your Air Time expired after 6 (six) months of no call usage or top ups. 2. Your phone number will be recycled and go back into the available pool of telephone numbers for new users. 3. You will be sent emails to your registered email address to warn you that your account is expiring within 1 month, 2 weeks, 3, 2 and 1 day before it expires to give you the chance to make a call or add air time to prevent the cancellation of your account.
Not at this stage, we are working with service providers and ICASA to re-instate this ability. Please note that it is illegal to use any caller ID (number) that is not under your ownership. To do this is considered fraud. If these regulations are broken, your account will be suspended without notice and you may face criminal charges.
On your account dashboard there is a “voice mail” section where you can follow a few simple steps to setup your voicemail. 1. Type in your “Display Name” 2. Select a 3 or 4 digit pin 3. Dial *85 on your phone and follow the voice prompts to complete the process To setup voicemail to email, simply type in your email address in voicemail settings and select save/enable. All voicemails will be sent to your email address as a sound file attachment. Voicemail to email is a much more efficient way of receiving voice mails, it simply arrives in your INBOX and you click the file to listen to it, you do not have to dial in to listen to, save and delete voice messages.
Yes, you can block individual numbers using your blacklist function and block countries from your country codes function. From the dashboard page, select the “Dialing Restrictions” tab on the right. This will take you to the “Black Lists” and “Country Codes” settings.
Inbound Route type=peer, secret=password, username=101, host=domain.cloudtools.co.za, fromuser=101, canreinvite=yes, insecure=invite,port, qualify=yes, nat=yes, port=5060, context=from-trunk, register => ,101:password@yourdomain.cloudtools.co.za/101
Not registering 1. Restart your router - this resets your ip address 2. Use https://youfiles.herokuapp.com/telnetclient/ to Telnet to port 5060 on 156.0.96.60 2. Set the phone setting "Sip Keepalive" value to a lower amount of seconds. Inbound and Audio Issues 1. Reboot your phone. 2. Double check your sip account credentials, Account Balance and Cloudtime Balance 3. Check your internet connectivity by visiting www.google.co.za 4. Go to our portal, Click Registrations - Click "Check your Firewall IP Blocked Status" to unblock your IP. 5. Disable firewall and NAT settings on your router. 6. Disable SIP ALG on your router. 8. Check that your upload speed is greater than 5MBps using www.speedtest.net 9. Check that your codecs are exactly in this order G.711A (ALAW), G729. 10. Reset your phone to factory settings and set up your account again (don't change any other settings). 11. Try changing the phone or the network connection. Give us a call to connect a phone to the extension for testing. If problem persists, you will be required to install AnyDesk on a PC on your network and provide login details. Outgoing Phone Calls troubleshooting guide
1. Check that your phone is registered, if not folow the "Phone Registration troubleshooting guide" 2. Double check your sip account credentials, Account Balance and Airtime Balance 3. Check your internet connectivity by visiting www.google.co.za 4. Check that your Caller ID is a valid local landline number 5. Call us for support
Connect to Internet - Wired Connect a LAN Cable Connect to Internet - Wireless Click the Settings Button Enable Wi-Fi Select a Network Put in your network password Log onto the web interface Click the center tick button to find the ip address of the phone. Enter the IP Address into a web browser of a PC on the same network. Username: admin Password: admin Enter the registration details Click on the Account Tab and add details from Extension email sent to you as below: Label: Extension Username as per email sent to you Display Name: Extension Username as per email sent to you Register Name: Extension Username as per email sent to you Username: Extension Username as per email sent to you Password: Extension Password as per email sent to you Sip Server: Extension Sip Server as per email sent to you Transport Type: TCP Click Confirm Refresh the Page Check that the register status says: Registered If not, double check the above details. Fix your Codecs Click on Codecs and make sure you enable the following in order: PCMA(G711A), G729

Internet

Be sure that your account is paid up. Make sure all cables are connected to router and devices. Restart the modem and devices. If the problem persists: Please send pictures of the following: lights on the modem and the ONT (white box). the power buttons on the modem & ONT. to support@cloudtelecoms.co.za or call and request a WhatsApp number from your support representative.
No, you have to place an order for a new sim card.
Take it out from the Wi-Fi and put it into a phone. Dial 141# Select option 3 Ignore the error message Restart the phone Connect to the internet It should thereafter.
From your sending sim, do the following: To get started dial *135# Access “Services” via the services selection Select “Next” to access the next menu Choose the “Data Transfer” option Pick the data bundle you wish to transfer Select the amount of data you wish to transfer to your recipient Choose your recipient Confirm your selection
Using your smartphone, connect to the Wi-Fi of your router Click on your active Wi-Fi connection Select Manage Router This should open your web browser to 192.168.0.1 or IP Address of your router in the user guide On the Router Login Page, try the default credentials or the password you have set: Username: admin Password: admin Depending on the type of Router you are using, Check that the Operations Mode to "Wireless Router Mode". Under LAN Settings Choose Network and choose PPPoE with Dynamic IP Change the username and password as per the Username and Password provided email to you and save.
1. Check that the sim card is inserted correctly. 2. Check that the status light on your router is green. 3. Try rebooting your Wi-Fi extender. 4. Do a speed test closer to your Wi-Fi extender to check your speed.
https://setuprouter.com/router/xiaomi/mi-wifi-router-3/manuals.htm

Hosting

1. Zip the mail folder on the old host 2. Create the mailboxes on the new host 3. Unzip the mail folder on the new host 4. Copy the mail files from the cur folder of the old mailbox to the cur folder new mailbox 5. Fix the permissions and ownership on the new mail files 6. On Outlook IMAP folders subscribe to all folders 7. Restart Outlook
How to teach the email system about new spam senders Go to your mailbox folder settings and change the Spam folder to Learn Spam.
1. Check your internet connection by going to Google and doing any search. 2. Check webmail via mail.yourdomain.co.za Log in with your email username and password 3. send to and from to check if mailbox is working inbound and outbound. 4. Reset password on your email address to get the setup email 5. Check that your settings are exactly as specific on the setup email sent to you.

Account

Forgot password If you forgot your password, please go to the login page and choose the option 'forgot password?' You will be asked to enter the email address that belongs to your account and your username. We will send you your password to your email address. If you do not receive the email check your spam mails. Forgot username Call us to send you new account details. Wrong details You used the correct username and password but got an error message. First please check the following. A lot of customers with more than one VoIP account often enter details of the wrong account on the wrong website. Please check (see the email you got after signing up with us) your login details. Caps lock Check that your Caps Lock is off when you enter the details. Technical problem If the above situations do not apply then the problem could also be a temporary technical problem. Please wait for a few hours and try again. Change password You can change your password in the users area. Just login and go click on the company name in the top right -users - options - reset password and follow the email prompts. Logout You can logout of the portal by clicking the logout button which can be found on the right top of the page under the company name. Sign up How to create a new account / Register ? Visit portal.cloudtelecoms.co.za If the login problem persists then contact us emailing support@cloudtelecoms.co.za. We are very sorry for the inconvenience.
You can change/ update profile details like name, address, phone numbers and email address in the my account area of the website of the supported brand, by logging in. Click on your company name on the top right - profile. Change username You may edit the username and email of the existing user, or you can add a new user. Click on your company name on the top right - users.
Click on your company name on the top right - statement. Here you can view & download each invoice individually and the complete statement.
Accounts are disabled for 2 reasons 1. Non-payment of account 2. dormant / unused accounts. If your account is disabled, your services wont work, make a payment if there are any outstanding amounts, send us proof of payment to accounts@cloudtelecoms.co.za and call us to activate your account.

Reseller

Call us on 0105007500 and we will inform you of the process and get you signed up.
We only remove a reseller status when a reseller account has not been used for a long period or is behind on payments for more than 3 months If you want to apply again, please explain why you want the status to be reinstalled.
If you have a complaint about a reseller, we would like to ask you to always first contact your reseller. If the outcome is not satisfactory, please contact us by sending an email to support@cloudtelecoms.co.za with as many details as possible. Please do not forget to mention the name / company name of the reseller.
Login to your reseller portal click on My Services on the top right click on the voice dropdown and choose your customer , this will open the service panel. click on reports then Outbound CDR.

How to ...

Login to your portal click on customers click on make payment, follow the prompts.
Login to your portal click on Customers click on Place Order if you are a reseller, select your client. doc type: sales order /quotation choose your products then select complete. NB if you have a credit then a sales order will be processed immediately.
Login to your portal click on customers click on service subscriptions choose the extension that you would like the details of click on options click on setup instructions
We don’t offer customer support for third party applications or software. It is possible however to use our services through a third party SIP client. If you would like to use a third party app or software for your calls, please look up your details on the portal. See above question on how to view sip details.
To start the transfer to another extension, either press the R key or Ext Call soft key (as indicated on the screen during the call) to place the call on hold. The R key might be in the same key as other symbols, for example the "0" key. You will need to press and hold this button for a couple of seconds if this is the case to place the call on hold. Enter the telephone number of the person you wish to transfer the call to and wait for it to start ringing. The call transfer will now be initiated. Enabling Call Transfer on Your Phone: f you are having issues using these keys then please make sure that these functions are active on your base station or phone. You can check this by logging into the web interface for your base station or phone. Once you are logged into the web interface, go to the Settings tab and under Telephony select the Advanced VoIP Settings option Under Call Transfer both options ("Use R key to initiate call transfer" and "Transfer call by on-hook") should be ticked as "Yes". If they are not, change both options to "Yes" Click Set at the bottom of the page to save the settings

Warranty & Refunds

We offer a 1 year warranty on most hardware devices, such as Desktop Phones, Cordless Phones, Routers and modems. We are NOT offering a warranty on the TV boxes, due to it being affected by certain TVs.
No, we have a strict no refunds policy. If necessary, we may credit your account
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