FAQ
Frequently Asked Questions
Short, direct answers about accounts, billing, routes, numbers, setup and compliance.
Questions by topic
Account and getting started
How do I open an account?
Email [email protected] with your company name, the destinations you call and your expected monthly minutes. We send rates and account details, you top up, and you can start testing.
Is there a setup fee or contract?
No setup fee and no monthly contract. You pay for the minutes and numbers you use.
Can I test before committing?
The minimum top-up of $200 is your test budget. Spend it on real calls to your real destinations and judge the routes on the results.
Who can use SIPTrunkHub?
Businesses: call centres, BPOs, PBX resellers, dialer platforms, ITSPs and companies moving off PRI/ISDN. We do not sell to consumers.
Billing and payments
What is the minimum top-up?
$200. Later top-ups have the same minimum.
Which payment methods do you accept?
USDT on the TRC20 network, Bitcoin, and card.
What does 60/60 or 6/6 billing mean?
The first number is the minimum billed time, the second is the increment after that, both in seconds. On 6/6 a 75-second call is billed as 78 seconds. On 60/60 it is billed as 120 seconds.
What happens when my balance runs out?
New calls are rejected until you top up. Calls in progress can be cut when the balance reaches zero. Set a low-balance alert so this does not catch you out.
Can I get a refund of unused balance?
See the refund policy. In short, unused prepaid balance rules are set out there and confirmed by billing on request.
Routes and caller ID
What is the difference between CLI and non-CLI routes?
A CLI route delivers your caller ID unchanged. A non-CLI route may replace or drop it. CLI routes cost more and get answered more often.
How do I choose a route tier?
Each tier has a techprefix. Add it in front of the dialled number on your PBX or switch to send the call down that tier.
Which caller IDs can I send?
Valid, dialable numbers you own or are allowed to use, in E.164 format. Spoofed caller ID is not allowed.
How do you measure route quality?
With ASR (answered calls over attempts), ACD (average call length) and PDD (time to ring). You see them per destination in your reporting.
DID and toll-free numbers
Which countries have DID numbers?
Availability varies by country and number type. Check the country page or ask sales for a specific city or range.
Do I need to send documents?
Often, yes. Many countries require ID and an address, and some require a local address. We confirm current requirements before activation.
Can I send calls from my DIDs as caller ID?
Yes. Numbers you hold with us are valid caller IDs on our CLI routes.
Setup and technical
Which PBXs work with your trunks?
Any standards-based SIP device. We have guides for Asterisk, FreePBX, FreeSWITCH, 3CX, Yeastar, Grandstream, Cisco CUCM, Vicidial, Issabel and Kamailio.
IP authentication or registration?
Use IP authentication when you have a static IP: it is simpler and safer. Use registration (digest) when your IP changes.
I have one-way audio. What do I check first?
NAT. Disable SIP ALG on your router, make sure your PBX advertises its public IP in SDP, and open your RTP port range.
Which codecs do you support?
G.711 a-law and u-law, G.729, G.722, and Opus where the route supports it. T.38 for fax.
Security and compliance
Do you allow robocalls or bulk dialing?
Lawful outbound campaigns are fine. Spam, illegal robocalls and fraud are not, and accounts sending them are suspended.
How do you protect me from toll fraud?
Prepaid balance, IP authentication, channel and spend caps, and destination blocking. Securing your PBX is still your job.
How do I report abuse?
Email [email protected] with the numbers involved, the date and time with timezone, and what happened.