Frequently asked questions.

ABOUT

  • National providers like AT&T, Verizon, and Comcast are often the first choices when selecting a telecom solution. But just because these companies are highly visible and operate significant infrastructure doesn't mean you're getting the highest-quality services or the lowest prices.

    IPtelX is a Tier 2 network, which allows us to operate just like our national competitors while peering with multiple networks. That means: best possible service without interruptions or downtime, and lower prices for comparable services.

  • We maintain a 98%+ customer retention rate. We attribute this to setting proper expectations, providing timely communication, and showing flexibility throughout the implementation process and post-install support.

  • Yes. IPtelX is an FCC and CRTC approved telecommunications carrier. Our credentials include:

    Operating Company Number '088J' issued by NECA · AOCN in BIRRDS · SPID with NPAC · ACNA 'IXZ' in CLONES · Resp Org 'PDX01' in SMS/800.

    This establishes us as a true service provider — we perform our own number portability functions and control rating and routing of our own numbering resources within the LERG. Less than 5% of telecom providers do this.

  • Tier 1 carriers (AT&T, Verizon, etc.) own their own backbone infrastructure but typically lock customers into a single-carrier path.

    Tier 2 carriers like IPtelX peer with multiple Tier 1 networks, which means we can leverage several paths to and from any origin or destination across the internet and the public switched telephone network.

    Practically, that means: better redundancy, faster failover, and competitive pricing because we’re not locked into a single upstream provider.

  • DICE Corporation is our affiliated sister company under common ownership. DICE has served the Alarm and Security industries with software and automation solutions for over 40 years, and operates the industry's largest cloud hosting center — supplying over 1 million subscribers with direct service and 6 million with alarm signaling telecom services.

    IPtelX was created by DICE to fix the industry's communication issues and improve mission-critical failover from hours and days to minutes and seconds.

SERVICES & PRICING

  • The AISN is our purpose-built VoIP network for alarm signaling. As the alarm industry transitions from analog to VoIP, many monitoring devices are failing on modern carriers. The AISN simulates the quality and reliability of legacy TDM and analog networks, so legacy devices stay in service on newer technology.

    We receive alarm transmissions at the PSTN source, decode and re-encode them as IP-compatible signals, and deliver them safely to the central station — removing cheap aggregators and middle carriers that often distort signal quality. The AISN has full georedundancy and currently handles over 2 million subscribers.

  • Yes. Whether you need a new number or have existing numbers you'd like to keep, IPtelX works with other carriers directly to manage the transition of existing numbers to our network. We're a certified Resp Org (PDX01) with direct access to SMS/800, which gives us full control over number portability.

  • Pricing varies by service. For DID (Origination):

    Channel Access — unlimited usage with a purchased amount of lines for simultaneous calls. Provisioned in T1 increments or fractions thereof, with a burstable option to exceed the purchased channel group during peak volume.

    Minutes of Use (MOU) — metered, usage-based pricing billed by the minute, with an unlimited number of lines for simultaneous calls.

    For Termination, we offer a flat rate per minute with tiered options, or a carrier rate deck based on terminating NPA-NXX or OCN/LATA. For messaging, we offer tiered per-transaction rates or package-based subscriptions. Reach out for a tailored quote.

  • Yes. IPtelX provides phone numbers (DIDs) in over 65 countries worldwide, with access to nearly every rate center in North America. We also offer International Toll-Free Service (ITFS) — country-specific toll-free numbers — and Universal International Freephone Numbers (UIFN) under the +800 country code, reachable free from participating countries.

  • We have our origins in the alarm and security industries, where mission-critical communications and life-safety reliability are non-negotiable. Today we serve established monitoring centers, new entrants to the industry, multi-location enterprises, service providers, and resellers — anyone who needs carrier-grade voice, data, and cloud services.

SUPPORT & OPERATIONS

  • Our Network Operations Center operates 24 hours a day, 7 days a week, with both Tier 1 and Tier 2 levels.

    You can open a trouble ticket by calling or emailing the NOC directly, or by logging into the support portal. Our system emails updates and notes automatically — you'll see transfers between Tier 1 and Tier 2 groups as they happen. The portal lets you add notes and respond to active tickets, attach documents and pictures, and (at IT manager or director level) access all underlying tickets and reporting systems.

  • Our network is built to reroute traffic to alternate offices, mobile phones, or anywhere with internet access in the event of power outages or localized network failures. With multiple points of presence and redundant interconnects, your service has multiple failover paths — not a single dependency.

  • Yes. Our SIP-based architecture provides a seamless solution for remote workers with mobile communications. Points of presence can be connected by private network or publicly over the internet, and traffic can reroute to mobile phones or alternate offices as needed.

GETTING STARTED

  • From the day you sign through the implementation process and into post-install support, you're assigned a dedicated team: a sales contact, an account manager, and direct access to our 24/7 NOC. Account management project-manages your install process and remains your ongoing relationship for satisfaction, billing, and service questions.

    We set proper expectations and provide timely communication throughout — and stay flexible as your needs change during implementation.

  • Implementation timelines vary based on the service mix, scale, and migration complexity— a single DID provisioning is fast; a full migration of a multi-location enterprise takes longer. Your account manager will walk you through a specific timeline at signature and project-manages each milestone.

  • Yes — contact us by phone, email, or our contact form. Tell us about your traffic (voice, data, alarm signaling) and our team will put together a tailored quote based on your needs.

    Reach us at sales@iptelx.net or (989) 891-2900.

  • Yes. Our reseller program lets you offer IPtelX services to your customers — purchasing off-the-shelf services at a discount and marking them up to sell. Benefits include high profit margins, no upfront infrastructure costs, the ability to manage an advanced network with minimal staff, and a unique value proposition with our life-safety background.

    Learn more about becoming an IPtelX reseller →

Still have questions?

Reach out by phone, email, or our contact form. Every IPtelX customer is assigned a dedicated team — from the day you sign through implementation and beyond.

Contact Us →