Digital Phone Service - Access to Emergency Services
Voice Over Internet Protocol (VOIP)
If you use or are considering use of Voice Over Internet Protocol (VOIP) service, there are some things you should know regarding your ability to access life-saving emergency services while using VOIP.
For those that are not familiar with VOIP, this service allows you to make telephone calls over your local area network or across the Internet. VOIP converts the voice signal from your telephone into a digital signal that travels over the Internet then converts it back at the other end so you can speak to anyone with a standard phone number. Companies offering interconnected VOIP services refer to it by a number of different brand names, including Time Warner Digital Phone, Vonage, AT&T Digital Phone and “broadband phone service”.
What users should be aware of is that, during an emergency, current VOIP technology may not provide for the transmission of the caller’s physical location along with the voice call. If the caller dials 911 there is no inherent protocol with the VOIP technology for routing the call to the nearest public safety authority, or to display the caller’s location, telephone number or other information.
Another issue with VOIP is that traditional phone services have generally associated a particular phone number with a fixed address. Portable interconnected VOIP services enable consumers to take their home or business phone service almost anywhere. Because certain interconnected VOIP services can be used from virtually any broadband connection, the location of the caller cannot automatically be determined.
This portability raises several challenges for the emergency services community. The FCC has recently taken action to ensure that emergency calls from these VOIP services will get through to the appropriate public safety authorities. However, locating the caller still remains an issue.
Other problems that users should be aware of include: VOIP services may simply not connect to 911; in order for the VOIP provider to set up 911 service, users must provide certain information (such as location), however sometimes these 911 warnings may be hidden in pages of Terms and Conditions; VOIP service does not work during a power outage; and VOIP service does not work when the broadband connection is unavailable or congested.
While many VOIP service providers are working to help remedy these issues, residents can do their part. If you have or are thinking of subscribing to an interconnected VOIP service, you should follow these tips from the FCC:
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Provide your accurate physical address to your interconnected VOIP service provider to ensure that emergency services can be quickly dispatched to your location.
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Be familiar with your interconnected VOIP service provider’s procedures for updating your address, and promptly update address information in the event of a change.
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Have a clear understanding of any limitations of your 911 service.
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Inform children, babysitters and visitors about your interconnected VOIP service and its 911 limitations, if any.
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If the power is out or your broadband connection is down, be aware that your interconnected VOIP service also may be out. Consider installing a backup power supply, maintaining a traditional phone line and analog phone, or having a cellular phone as a backup. If you have questions about whether the phone service you are receiving is an interconnected VOIP service, contact your service provider for more information.
VOIP services can provide important cost-savings to consumers, and there are many benefits to such a service. However, it’s important that users of this service are aware of the possible 911 limitations and what steps they may take to improve their safety in the event of an emergency.