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Differences Between Traditional 9-1-1 Emergency Service & VoIP 9-1-1 Service

Important 9-1-1 Information

We want to make sure that you are aware of important differences in the way 9-1-1 service operates with a VoIP Phone System when compared with traditional telephone service.

Here’s what you need to keep in mind:
  • With traditional phone services, your 9-1-1 call is sent directly to the nearest emergency response center.
  • With VoIP service for business, your 9-1-1 call is forwarded to a third-party service provider that will automatically or manually route your call to the emergency response center.
  • This third-party service provider is different from the Public Safety Answering Point (PSAP) that would answer a traditional 9-1-1 call, which has automatically generated your address information, and consequently, you may be required to provide your name, address, and telephone number to the call center.

Remember to provide 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 any time you call 9-1-1. Do not risk sending police or ambulance services to the wrong location. You should provide the emergency operator with;

  • Your name
  • Your location
  • Your contact information

Always speak clearly when talking with 9-1-1 operators.

Be prepared during any service interruption

VoIP 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.

Keep your service address up to date

BroadConnect Telecom 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.

To submit a change to your registered address, please fill out the contact form below.

Inform other users

You must notify those in your organization and other potential users of your VoIP phone service of the nature and limitations of 9-1-1 emergency calls. To make this easier, attach stickers in a visible location on your telephone sets especially in shared spaces.

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.

Limitations of Liability

BroadConnect Telecom’s terms of service limit and disclaim liability related to VoIP 9-1-1 service, so please see BroadConnect’s Terms of Service.