Yes, you need Internet service from an Internet Service Provider (ISP) in order to use SmartVox VoIP services. We do not provide the Internet service – you have to get that from someone else. If your Internet service goes out, rest assured that even though your phone might not ring at your desk, our systems are still answering calls and routing the caller to failover destinations like secondary locations (if you have more than one phone), mobile devices (if you use our mobile app), or voicemail.