Important 9-1-1 Information for VoIP Users 

Key Differences Between Traditional and VoIP 9-1-1 Services

Voice over Internet Protocol (VoIP), is a technology that allows you to make voice calls using a broadband Internet connection instead of a regular (or analog) phone line.

When using a VoIP phone, your 9-1-1 call is routed through a third-party service provider, which then directs your call to the appropriate emergency response center, and this will cause delay.

In contrast, traditional phone services send your 9-1-1 call directly to the nearest emergency response center without the delay caused by the call routing.

Always Provide Your Location

If you do decide to you use VoIP instead of a traditional phone in the case of an emergency, you will need to provide your location. Since VoIP phones can be used from various locations, the emergency operator will not have your current location details. It’s crucial to immediately inform the operator of your address location and share other contact information, if available, when calling 9-1-1 to ensure you can be located as soon as possible.

Be Prepared for Service Interruptions

VoIP phone service relies on your internet connection and power supply. During power outages, network issues, or if your service is suspended due to non-payment, your 9-1-1 service may be disrupted. We recommend keeping an alternative phone, like a cellular phone, available to ensure reliable access to emergency services.

Do Not Disconnect

Stay on the line until the emergency dispatcher instructs you to hang up. If you get disconnected, call back immediately.

Keep Your Service Address Updated

Ensure your service address is always current with us. This helps the emergency operator locate you if you cannot speak during a 9-1-1 call.

Inform Other Users

Make sure everyone at your address and other potential users of your VoIP phone service (if applicable) are aware of the nature and limitations of VoIP 9-1-1 calls. Use the provided stickers to remind users to provide their address when dialing 9-1-1.

Limitations of Liability

Please review our terms of service, which limit and disclaim liability related to VoIP 9-1-1 service.

Limitation of Liability: NTT DATA and its affiliates have limited liability for any service outage or inability to reach 9-1-1 services. Our annual aggregate liability is limited to 100% of the charges paid for VoIP services under the order in that contractual year. We are not liable for any indirect losses, including loss of profits, revenue, anticipated savings, business opportunity, goodwill, or data.

For a complete description of our VoIP 9-1-1 service, please refer to your terms of service where it would be outlined.

Telephone Set Stickers

ATTENTION: When dialing 9-1-1, be prepared to provide your address/location. For more details, visit Customer Services and Interaction Management.