911 - Emergency Services

VoIP 911 Service may operate differently than traditional phone service 911.  Read more about possible VoIP 911 differences.

When should I dial 911?

Please remember that 911 lines are reserved for emergency calls only.  Here are some reasons you might call 911:

  1. To report a crime in progress, 
  2. To report a fire
  3. To request medical assistance or to request an ambulance. 
TAGS: 911, Emergency
What is the 911 Cost Recovery Fee?

A monthly fee of $2.00 applies for most all business and call center service types that require 911 service activation. The 911 cost recovery fee is charged per 911/e911 registered location/phone number on your account. IPComms is required to provide 911 service by the Federal Government and this is an IPComms imposed fee to recover costs associated with providing this capability.

The $2.00 monthly fee will be added to every account that requires 911 service activation.  Including the following:

  • Unlimited Inbound Trunks
  • Unlimited 2-Way Trunks
  • Unlimited Inbound Call Center Trunks
  • Unlimited 2-Way Call Center Trunks

If you have any questions regarding e911, please contact us at +1.678.460.1475

What happens to 911 when you travel with your voip internet phone adapter?

Emergency information is not automatically associated with your physical address; this is something that you must manually keep updated in our system. Therefore, if you move your analog telephone adapter (ATA), you must update your account or 911 emergency operators will receive the wrong information when you call.

To update your emergency information, log into your IPComms account and make the necessary changes to your address.

Please note that 911 service may not be available depending on where you travel to, or it might not be be able to receive your 911 information automatically.

TAGS: Enhanced 911
How can I edit my 911 information?

In order to provide 911 service, we need to know exactly where you are located:

  1. Login to your account
  2. Go to the 911 address page
  3. Make the necessary changes and then click save.
What happens when I lose power?

VoIP is totally dependent on your broadband connectivity.  Therefore, if the power goes out, the equipment that supplies your broadband internet connection stops working.  This also means that your VoIP phone service will not be functional, including your ability to dial 911.

Here are some things you can do to make sure you have access to 911 when you need it:

  • Purchase and install an Uninterruptible Power Supply (UPS). This device stores backup battery power that your broadband devices can use if the power goes out. There is a limit to how long the backup power will last, so keep that in mind when choosing a UPS.
     
  • Use your land-line to call 911. If you have a secondary phone line from your local phone company, you can use that to call 911, even if the power is out. 
     
  • Your cell phone can also be used to call 911 in an emergency. 
Can I test 911?

Dialing 911 for a non-emergency reason, such as attempting to test your 911, may be a punishable offence in some places. Check with your local and state law enforcement officials for regional guidelines in your area.

TAGS: test 911
What is PSAP?

PSAP stands for Public Safety Answering Point.  When a 911 call is placed it is routed to an operater who either automatically receives the caller's location and callback info, or requests it from the person who called. Then, they alert the appropriate emergency response team (fire, police, or ambulance) and stay on the line until help arrives. PSAPs are controlled at the city or county level.

How does E911 work?

To reach 911 services from your VoIP phone:

  1. Pick up phone
  2. Dial 911

Your account includes E911 service. E911, or enhanced 911, is a location technology system that assists emergency workers in determining the caller’s location.  Be aware that not all PSAPs are able to accept enhanced 911 information (E911). If this is the case for your PSAP, only some of your information will be passed along to the emergency operator. You may have to tell the operator your location or call back number. 

What is the difference between E911 and 911?

E911, or enhanced 911, is a location technology system that assists emergency workers in determining the caller’s location.  However, not all PSAPs are able to accept enhanced 911 information (E911). If this is the case for your PSAP, only some of your information will be passed along to the emergency operator. You may have to tell the operator your location or call back number. 

Limitations of Emergency Calling – 911 Dialing

IPComms depends upon certain third parties to provide 911 emergency Service and is thus subject to their network implementation and deployment schedules.  Consequently, E911 emergency Service may be limited or unavailable in certain geographic areas until these third parties have completed this implementation and deployment.  When you sign-up for the Service, we will advise you of the kind of 911 emergency Service; E911 or basic 911, that will be available with your Service.  In addition, you may view your account information on our website, which specifies the kind of 911 emergency Service you have.  When there is a problem validating your information and/or address or you are identified with an international location, your 911 emergency call will be sent to the national emergency call center.  In addition, emergency personnel will not receive your telephone number or know your physical location when your 911 emergency call is routed to the national emergency call center.  Routing to a national emergency call center could substantially delay the response of emergency service providers or could result in no emergency service being provided to you at all. 

IPComms’s 911 and E911 Emergency Service may also be Limited or Unavailable in the Following Circumstances:

  • If your Digital Subscriber Line (“DSL”), cable modem, or other broadband access connections are disconnected, suspended, or interrupted for any reason, including electric power failures;
     
  • If you relocate or move the IPComms Adapter to a location other than the one that you registered with us or if you otherwise disconnect or modify the IPComms Adapter;
  • If you change your telephone number, or if you add new telephone numbers to your account, and do not successfully register your location of use for each changed or newly added telephone number;
     
  • If there are delays or disruptions of Service in the network or Services of IPComms’s E911 underlying service provider;
     
  • If there is network congestion and/or a reduction in network speed; or
     
  • If Service is interrupted or terminated for any reason, including the suspension or termination of your account with us or with your broadband access supplier.

While IPComms will make commercially reasonable efforts to minimize the disruptive effects of IPComms’s Service interruptions, degradation or outages, it makes no guarantees or assurances that these will not occur.  Such commercially reasonable efforts are IPComms’s sole obligation regarding such interruptions.  Such outages or other Service disruptions may include loss of 911 emergency Service dialing capabilities for extended periods of time.

 

Furthermore; home alarm systems, fax machines and other devices that attach to your home computers, local telephone service, cable system or other devices may not work with the Service.  You are solely responsible for testing the operation of your home alarm systems, fax machines or other devices that you attach to the Service.

Basic Information Regarding IPComms 911

With traditional Enhanced 911 (“E911”) emergency Service, when you dial “911”, your telephone number and registered address is simultaneously sent to the local emergency center assigned to your location, and emergency operators have immediate access to your telephone and address, thus permitting them to respond to your emergency call or to call you back if necessary.  With IPComms’s Service, if you are located in an area where the emergency center does not support E911 emergency Service (i.e., is not capable of simultaneously receiving your telephone number and address), You have basic 911 emergency Service.  

IPComms partners with one of the nation’s leading 911 underlying service providers in order to assist you in case of an emergency. IPComms depends upon its E911 and basic 911 underlying service provider to assist IPComms in supporting your emergency calls.  Most of IPComms’s Service areas support E911 emergency calls.  IPComms will automatically upgrade its customers that have basic 911 emergency Service to E911 emergency Service once its underlying service provider upgrades its connections to the emergency call centers.  If you have basic 911 emergency Service, the local emergency operator will not have immediate access to your call back number or to your exact location when receiving your emergency call.  Accordingly, you must be prepared to give the basic 911 emergency operator this information.  Until and unless you do so, the basic 911 emergency operator may not be able to call you back or dispatch assistance if the call is disconnected or if you are unable to verbally communicate that information.  We will not give you notice of the upgrade, however you can verify your type of 911 emergency Service by logging into your account online.  IPComms’s Service is only available in area's where 911 emergency Services can be provided to you at your registered physical location that was approved by us when you either signed up for Service or when you updated your registered physical location information with us.

TAGS: VoIP
What is IPComms 911 Acknowledgement?

We are required by the FCC to ensure that you understand and acknowledge that IPComms’s 911 emergency Service has certain limitations and works differently when compared to traditional 911 emergency service. IPComms’s 911 emergency Service limitations and the way IPComms deploys its 911 emergency Service may make IPComms unsuitable to some users.  You should carefully evaluate IPComms’s 911 emergency Service limitations when deciding to activate IPComms’s Service.  You agree and acknowledge that it is your responsibility to select a 911 emergency service provider best suited to meet your emergency calling needs, and to make the necessary arrangements for accessing emergency calling services, such as maintaining a traditional phone line or cellular (mobile) phone as a backup means for your emergency calls.  By entering into this Agreement, You will be presumed to have assumed the risk of losing 911 emergency dialing capabilities and agree to provide your telephone number and other identifying information to 911 emergency authorities as you deem necessary (in your sole opinion and discretion) in case of an emergency.  IPComms assumes no liability for the failure of E911 to perform and assumes no liability if you move and do not update your E911 address information.

TAGS: Legal