Questions and Information to consider about Telephone Service and 911
The National Emergency Number Association has a motto of "anytime, anywhere, any device". This motto speaks to the expectation of being able to reach 911, at any time, from anywhere, on any device. The Vermont 911 Board agrees with this motto and encourages the growth and diversity of Vermont's telecommunications landscape. It is important that consumers understand the benefits and limitations of the various telecommunication services available to them.
Below are some references to help you understand the different types of services that may be available to you and how these services work with 911.
Due to variances in technology, it is important to talk to your telecommunication service provider about the services they offer and how these services work with 911.
Here are some questions you may want to consider discussing with your telecommunication service provider.
If my power is out, can I still make a call to 911?
Are there any foreseeable points of failure that would cause a loss of service so that I could not make a call to 911?
Will I receive a notification from you as my service provider if my access to 911 is not available due to a problem with your systems?
How do you as my service provider validate and provide my location when I call 911?
Are there conditions where I am responsible for updating my location for purposes of 911?
If my service is suspended or disconnected, can I still call 911?
When I call 911 from my cell phone will the Vermont 911 call-taker know where I am?
Cell phones may not give your exact location like a traditional phone does. Try to have your location ready, or use landmarks, mile markers and road signs to describe where you are.
Can I still call 911 from a cell phone that is out of minutes or does not have current service?
Yes, but if you get disconnected the call-taker is unable to call you back.
Why is Vermont 911 contacting me?
Vermont 911 call-talkers will attempt to contact any caller if there is no voice contact. The call-taker may attempt to contact you by voice or text. Sometimes callers are unaware they have placed a call to 911. For example, children playing with cell phones, smart watches, pocket dials, and other accidental calls.
Have you ever heard of the term Non- Service Initialized?
In the 911 industry, non-serviced initialized (NSI) refers to a device such as a deactivated cellular phone, or a pendent that can connect you to 911 without a cellular service plan. What are the limitations of an NSI device?
1. Location accuracy can vary dependent on device.
2. 911 will not be able to call you back if you get disconnected.
3. Text to 911 is not available to NSI phones.
What else do I need to know about my NSI device?
1. These are not toys, children can still make a call to 911. If you want to let your child play with an NSI device please remove the battery first.
2. Do not hang up, if you accidently call 911 please stay connected and talk to the call-taker.
3. Know your location, so you can verify or tell the call-taker where you are so that they can assist you more efficiently.
Please be aware of these limitations when purchasing or using a NSI device for your emergency needs.
Can I dial 911 from my VoIP phone?
You can reach emergency assistance by dialing 911 on most VoIP phones. However, there are important differences between some VoIP 911 service and traditional 911 service from a standard phone. Sometimes the 911 call-taker may not have a display of the number you are calling from or your location. In addition, your call may arrive at a remote private call center if there is confusion over your location.
How do I know what level of 911 service I have with my VoIP phone?
The best way to find out is to research the features of your VoIP provider as it pertains to 911 on its web site. Search for "emergency calling." Once you know its features, you should notify all potential phone users, including frequent visitors and babysitters.
How is a VoIP 911 call routed to the correct 911 PSAP?
When you sign up for VoIP service, you are asked to register your location. For a 911 call to go to the right 911 PSAP, it MUST correspond to the physical location of your VoIP phone. This address allows the VoIP provider to route the call to the right place. You cannot use a PO Box or Rural Route address.
What if my 911 call is misrouted to the wrong 911 PSAP?
If your VoIP call is routed to the wrong 911 PSAP, you should tell the call taker the city or town and state where you need help. The call-taker will likely attempt to transfer your call to the right 911 PSAP, but it is always a good idea to have the phone numbers of the police, fire and rescue on hand for easy reference.
Does 911 know where I am when calling from my VoIP phone?
Possibly. No matter where your call routes, the 911 call taker will first ask you to either provide or verify your location, name, and telephone number. If this information is not available automatically, your call routes to a remote, private call center that will determine where your call needs to go based on the information you provide.
Can I call 911 from my VoIP phone when I’m traveling?
Some VoIP providers offer the ability to travel with your phone. If so, the provider should offer a way to update your registered address, but you need to be aware that the time it takes to update this address varies greatly.
Do service outages affect my ability to call 911?
They might. Just as a cordless phone may not work without power, your VoIP phone may not work without power either. As a result, you may be unable to make any calls, including those to 911, during an electrical outage. Similarly, if your cable or broadband service is interrupted, it may keep you from being able to make outbound calls.
Should I keep my traditional phone line after I subscribe to VoIP service?
Yes. 911 leaders recommend you keep your traditional phone in addition to your VoIP phone in order to insure you can access 911 services and have access to a phone in a power or service outage.