Faster Internet And Better Phone Service

General FAQ

Can I use my existing equipment?

Existing equipment must be analyzed by our technical engineers to ensure compatibility. Our network is compatible with most digital business phones, but we do not offer any connectivity guarantee on existing equipment or service using equipment not provided by ZTelco. Be sure to download our hardware guide to see our phone and internet hardware options. Our low pricing makes updating old equipment a no-brainer for your organization.  

Do you guarantee your service?

We offer a 99.7% uptime guarantee on our network. We do not offer any guarantee if you are running ZTelco equipment on a competitor’s network.

What kind of downtime will we have if we switch?

ZTelco service has a 99.7% uptime guarantee so you can rest assured that service interruption will be at a minimum. When a service interruption occurs, it is most likely because we are performing pre-scheduled maintenance to improve customer connectivity. Customers are encouraged to sign up for status updates by signing up for email and text notices. Customers can sign up at

I’ve never heard of ZTelco do you have any references I can reach out to?

ZTelco boasts 5 star ratings from various customers. We invite you to visit our Yelp page to see what current customers are saying about us.

Will I have one point of contact if I have any issues?

Each customer is assigned to a designated member of our sales staff to be your first point of contact regarding sales issues and general questions. If your issue is something that needs to be elevated to a support ticket, your incident will be addressed by our friendly and top-rated customer support staff.

Do you have 24/7 customer support?

Yes, active support is available Monday-Friday 9am – 6pm. Emergency support is available after-hours and on weekends.

Where is your service area?

Our cloud-based phone solutions are available to customers throughout the country. Our fiber service is available in Southern California locations within reach of our wireless fiber network. We are located in sunny San Diego and have grown our fiber network to also cover most of Temecula, Riverside, Orange County, Los Angeles, and surrounding communities.

How many business clients are you currently serving?

ZTelco currently serves over 1000 local business clients. Our clients range in industries from Aerospace and Engineering to small businesses with 5-10 employees. Our wireless solution is scalable and can accommodate businesses with 500+ employees.

How long have you been in business?

ZTelco has been in business for about 15 years. We have been serving San Diego business customers since 2004 with top-rated VoIP and internet service. We are a fast-growing, privately held organization dedicated to providing the best quality service at the best prices around.

Internet Services

What is the fastest speed you offer?

We can provide fiber signals from 100Mbps to 1000Mbps+. Not every business needs 1000Mbps speeds so be sure to speak with a sales representative who can assess your current needs.

Does your solution cause damage to buildings or properties?

No, our solution does not require expensive construction. Our towers sites are fixed to rooftops using gravity. We do not drill into your rooftop.

What makes your internet faster than other methods?

Light travels slower when traveling through miles of underground fiber cabling. This is because fiber optic cables are made of glass. Glass has been shown to significantly slow down data speed. When you consider upload and download times, our solution is much faster. Our signal travels at the speed of light in a straight line.

What is CPE (Customer Premise Equipment)

ZTelco monitors the quality of your signal remotely using Customer Premise Equipment in order to stop potential signal disruptions before they happen.

What is a microwave receiver?

Microwave receivers allow data to be transmitted wirelessly on a secure network. A microwave radio receiver can connect you to the closest fiber source without the miles of fiber cable that would otherwise be required to get fiber internet in your building. ZTelco installs a receiver on your rooftop to connect your entire building.

Do you offer Fiber Optic Internet

Yes, we offer fiber internet speeds through fixed microwave rooftop towers. Unlike traditional fiber, our solution is wireless, so you don’t have to pay for expensive installation.

Phone Services

I would like to be able to manage my own phone-service, with ZTelco Hosted PBX service, will I be able to administer my own phone behaviors?

Yes, while the ZTelco Hosted PBX can be treated as a fully managed service, where our support team is happy to make all changes at your direction, we also realize that some customers need differing levels of access to the system, so that they may accomplish certain tasks on-demand. We are happy to provide this access to personnel at the direction of authorized users on the ZTelco account. ZTelco Support staff are also happy to provide unlimited training and supervisor training.

What kinds of phones does ZTelco recommend? What kind of phones work on ZTelco service?

For customers who are on-the-go, ZTelco offers a solution that is compatible with your cellular phone. This solution uses the Grandstream Wave mobile application to connect your cellular phone with ZTelco’s hosted PBX. If you prefer to work from your desk, ZTelco recommends the family of Polycom business phones and conference telephones. Polycom is a leader in office telephones and is trusted worldwide by top businesses for their reliability. If you want the convenience of cordless, ZTelco recommends the line of Yealink cordless business phones, or we recommend you pair your Polycom Phone with a Plantronics headset. If managing a heavy call load, choose a Polycom Color Expansion Module to easily manage large amount of call traffic by expanding the amount of calls you can manage.

Does ZTelco allow international calling?

Yes, ZTelco can enable international dialing at the request of any of the authorized users on your account. There are additional security measures in place to mitigate fraud, and this will be discussed with the authorized user at the time of activation.

What are my options when it comes to phone call routing?

With ZTelco Hosted PBX, your dial plan options are nearly unlimited. Every telephone number on your system can have its own unique behavior, or every number can have the same behavior, but allow you to keep track of how much call traffic your different advertising sources generate, or a combination thereof. Similarly, one number can ring to many extensions, or several numbers can ring to a single extension. As far as the behaviors themselves go, numbers can be as simple as going direct to an extension, or several extensions all at once, or as complex as you can imagine, with layered interactive voice response (IVR) programming which allows your callers to self-direct their call to the appropriate departments and resources, or tiered “ring groups” that allow different personnel to be rung depending on who is available to take a call.

What exactly is an “extension” and how does that differ from my phone number/s

ZTelco’s phone service is quite different from traditional phone service, and everything revolves around extensions. In order to operate on ZTelco’s phone system, individual telephones must have a virtual identity, known as an extension, that a phone is programmed to utilize. The extension may also have custom programming to accommodate the user it is assigned to, like the ability to reach a user’s cell-phone if they do not answer their desk phone. The extension numbers themselves can also be dialed “internally” so that extensions on the same phone server may dial one another without using up any of your inbound / outbound capacity.


Will bad weather affect our internet?

Each new installation is engineered on an individual basis to ensure that poor weather does not affect your internet connection. Network redundancy helps to eliminate concerns due to bad weather. Ask about double and triple redundancy features and how your business can benefit from ensuring connectivity, even in a worst case scenario.

How does the bandwidth compare to fiber or coax?

Our infrastructure is capable of reaching or exceeding the bandwidth that wired service providers offer. Our signal is wireless so it is not slowed down from miles of glass fiber cabling.

Is this satellite service?

No, we install a non-penetrating, fixed microwave radio tower on top your building and sync it with another nearby radio tower. The two radios talk to one another and transmit data wirelessly.

Voice Vendor

Our enterprise business requires 24×7 fraudulent call monitoring. We need to know do you have advanced fraud protection and monitoring?

Standard on the account in international call fraud blocking. We have a “pin code” and IP based authentication which is required to do any international calling. Even if our customers systems are compromised, we have never lost a single dollar to expensive international toll fraud for any customer who employs the external pin codes and IP based authentication. The pin code method even blocks misconfigured customer pbx which allow fraudulent transfers and other unknown security issues.

We require high availability for our enterprise business. Can you provide in the contract at the very least 99.9 % uptime?

We can offer 99.99% uptime with a 2:1 service credit guarantee. If you get bandwidth from us, we can also include QOS (quality of service) guarantees which is recommended but optional. That being said, it is extremely rare to have voice outages on our platform. We have fully redundant hardware at each facility and two west coast facilities which ensures high availability. We also support SRV records which with proper configuration on your pbx will allow automatic detection and failover due to any loss of connectivity to an endpoint.

Voice quality must be High definition, G.711 Codec only. Do you support G.711 or better?

We can support G.711 or optionally G.722 (HD) as well as G7.29 if you need it.

The E911 needs to be available and supported by the Vendor. Do you support E911 features?

We can support E911 location services per DID.

I would like to peer with the provider on two regionally different paths, from one or more Cisco ISR routers. Can you support this?

We will provide a primary and 2nd ip to send / receive calls from We currently have two west coast data centers, Scale Matrix in San Diego and Cogent in Los Angeles. We just need to know which IP’s your coming from to get this done.

We would need to scale up to 1000 concurrent call paths. Can you support this?

We can support up well over 1000 concurrent channels per customer without issue.

We need the cloud based sip streams to be encrypted. What forms of encrypted calls do you support?

We can support IPSEC or TLSv1.

Do we have the ability to self manage and block numbers from robo-dialers?

We have a number blocking feature that is controlled by web interface.

Do you have the ability for us to manage our DID blocks?

We have a “feature server” which includes a simple web interface which will allow you to route phone numbers to multiple features including recording, robo dialer blocking, IVR, queue, multisite, and also IP’s or other phone numbers of your choosing.

As an enterprise customer we require that our vendor must have at least two encrypted Secure locations for PSTN access for redundancy. Can you support encryption and redundancy?

We can support either ipsec or TLSv1. We have two west coast endpoints (Scale Matrix in San Diego and Cogent Datacenter in Los Angeles)

Contact us to customize a solution
that’s right for your needs and your budget