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Answers to common questions regarding IPComms products and services.

Answers to questions regarding moving existing phone numbers to IPComms.

Common questions regarding Asterisk PBX and IPComms SIP Trunks.

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

Common questions regarding IPComms technical support.

Asterisk PBX FAQs.  (Trixbox, PBX-in-a-Flash, Freeswitch, AsteriskNow, etc...)

Learn how to secure your PBX from hackers and telecom fraud.

Answers to common questions regarding A-Z VoIP Termination.

Answers to questions about our Cloud Based (Hosted) PBX Phone System. 

Answers to questions regarding billing, invoicing, payments and more.

FAQs - 911 - Emergency Services

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

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

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

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

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.

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. 

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

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.

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. 

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. 

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.

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