Switching VoIP Providers
When you change VoIP phone providers, your Alive5 SMS service may be disrupted depending on how your providers handle the transition. This happens because many providers automatically manage SMS ho…
How to Minimize SMS Service Disruptions
What Happens During a VoIP Provider Switch
When you change VoIP phone providers, your Alive5 SMS service may be disrupted depending on how your providers handle the transition. This happens because many providers automatically manage SMS hosting when voice lines are activated.
Potential Impact
- SMS disconnection: Your current SMS service may stop working temporarily
- Service transfer: SMS might automatically switch from Alive5 to your new provider
- Reconnection time: If disconnected, restoring service on Alive5 can take anywhere from hours to several days
Exceptions
If your new VoIP provider does not include SMS service (i.e. Comcast Business), the change would not likely impact your Alive5 SMS capability. Either way, it’s good to follow the suggestions below.
How to Prevent Disruption
Contact Both Providers
Reach out to both your current and new VoIP providers with this message:
"Please do not modify the SMS capabilities (also known as NNID / Net Number ID change) as we currently use a 3rd party for SMS texting and cannot have any disruptions in service. If needed, please coordinate the change with support@alive5.com."
Time Your Switch Strategically
- Schedule the changeover for the end of the week when SMS traffic is typically lower
- Avoid busy periods to minimize impact on your business
- Notify your customers about the planned transition
If SMS Service Gets Disrupted
Don't worry - we can restore your service. If SMS gets transferred to your new provider during the switch, we can re-enable SMS back to Alive5. However, any messages sent during the transition period will be handled by the new provider.
Need Help?
Contact support@alive5.com if you experience any SMS disruptions during your VoIP provider change.