Important 9-1-1 information

We want to make sure that you are aware of important differences in the way 9-1-1 services operates with a VoIP phone when compared with traditional telephone service. Here’s what you need to keep in mind:

Differences between traditional 9-1-1 service and VoIP phone 9-1-1.
Traditionally, dialing 911 anywhere within the United States and Canada from a business or residential landline routes your call to a local Public Safety Answering Point (PSAP) dispatcher who is trained to aid you in emergency situations by dispatching emergency medical, fire and law enforcement agencies to your location. The dispatcher is instantly provided with your physical address information.

VoIP 911 Service differs from traditional 911 services due to limitations brought on by VoIP technology. It is nearly impossible to detect where a call originates from when placed over the internet. e911 allows users to associate a physical addres with each phone number, allowing them to have service similar to traditional 911. When an emergency (911) call is placed over our VoIP network, the physical address you have specified in your account will be passed along to your local PSAP providing the dispatcher with the exact location help is required.

Remember to verify your location.
Because you can move your VoIP phone between locations and because for technical reasons, the emergency operator may not have your name, location or contact information available, you must immediately inform the emergency operator of your location and contact particulars at any time you call 9-1-1. Do not risk sending police or ambulance services to the wrong location.

Be prepared during any service interruption.
VoIP phone service depends not only on your continued subscription (and payment) for the service, but also on Internet connectivity and power to function. In the event of power, network or Internet outages (including congestion), or if your service is disconnected or suspended due to non-payment, you may experience a failure, disruption or delay in your 9-1-1 service. We recommend that you keep an alternative phone service (such as a cellular telephone) handy to increase the reliability of your access to emergency services during any service interruption.

Do not disconnect.
Until you are told to do so by an emergency dispatcher, do not disconnect your 9-1-1 call. If you are inadvertently disconnected, call back immediately.

Keep your service address up to date.
Our system will attempt to provide the emergency operator with your service address, so please ensure that your information on file with us is always accurate and updated. If you do not do this (for example, if you are unable to speak during a 9-1-1 call), the emergency operator may assume that you are calling from the last registered address.

Inform other users.
You must notify members of your household and other potential users of your VoIP phone service of the nature and limitations of 9-1-1 emergency calls.