Cloud Telecom

Cloud Telecom, UK provider of VoIP and hosted PBX

Cloud Telecom Solutions Ltd is a telecommunications company based in the United Kingdom that provides VoIP services, hosted PBX switchboard, and international calling. It serves both individuals and businesses worldwide and delivers its cloud connectivity through mobile apps and its own SIP network.

Two apps for two user profiles

The company structures its offering around two main products. Cloud Telecom Voice is a mobile app designed for individuals who want to make low-cost international calls directly from their phone. Cloud Telecom PBX, on the other hand, is a professional app for businesses that allows them to manage extensions, calls, and unified communications from any location. Both apps run on the same secure Cloud Telecom infrastructure.

Service features and capabilities

Cloud Telecom Voice users can call landlines and mobiles worldwide at reduced rates, and calls between users of the platform itself are free. The company supports number portability from most UK and international carriers. For PBX users, the service includes call recording, stored securely and accessible from the portal or admin panel. The platform is compatible with iOS and Android devices, as well as compatible SIP desk phones and softphones.

Emergency access and international coverage

Access to emergency services (999/112) varies by product: Cloud Telecom PBX users in the UK have access in accordance with Ofcom General Condition A3, while Cloud Telecom Voice users (international or prepaid) do not have emergency access and must use another line for those calls. The apps can be used abroad provided there is a stable Wi-Fi, 4G, or 5G connection and VoIP services are not restricted or blocked in the country, as occurs in some territories such as the United Arab Emirates and Oman. The network automatically optimises routing to improve call quality in supported regions.

Registration, payments, and account management

Individuals can register directly in the Cloud Telecom Voice app or through the website; for PBX users, the company administrator provides the login credentials. Top-ups are made securely from the website or the app, with payments processed through PCI-certified partners. On prepaid accounts, calls are automatically interrupted when the balance reaches zero and can be resumed after an immediate top-up.

Customer service and technical support

The support team is available 24 hours a day, every day, via email and telephone. Users can report issues or bugs by sending their username, the date and time of the problem, the destination number if it is a call, and a description of the fault, so that engineers can review the logs. If a customer is not satisfied with the support team's solution after 24 hours, they can escalate the case to the management team by email; this channel should only be used after support has responded and the escalation team undertakes to respond within two business days.

Refund and cancellation policy

As a general rule, purchases made through Cloud Telecom are non-refundable, as telecom usage begins immediately upon activation. However, the company may, at its discretion, issue a partial refund if the request is submitted within 14 days of purchase, no more than 25% of the calling credit has been used or, in the case of rental or subscription accounts, the service has not been actively used; the actual usage costs, such as minutes used or subscription days elapsed, will be deducted from the refundable amount. After 14 days, no refunds will be issued under any circumstances. If the account is not subject to a fixed-term contract, the subscription can be cancelled at any time, which stops billing from the next period. All refund or cancellation requests must be submitted in writing and are processed in accordance with UK consumer regulations.

Security and data protection

The company states that it fully complies with UK GDPR and data protection legislation. User data is encrypted and stored securely. Customers can request deletion or cancellation of their account by email; after verification, their data and call history are permanently deleted.

Languages and terms of service

The apps and website are available in English, with plans to add other languages as demand grows. The full terms of service can be found on the company's terms page.

Location and contact

167–169 Great Portland Street, 5th Floor, London W1W 5PF, United Kingdom · Telephone: +44 20 8860 0600 · Hours: Customer service available 24 hours a day, 7 days a week.