911 Service Description

Callcentric provides 911 service across the 50 US States, Canada, and Puerto Rico. Callcentric 911 Dialing service operates differently than traditional 911, you'll have to enter the street address where you will be using your Callcentric service when purchasing a rate plan or phone number. 911 service is not active on your account until you have received email notification stating that 911 service is active.

Most customers will have access to either basic 911 or Enhanced 911 (E911) service. With E911 service, when you dial 911, your telephone number and registered address is simultaneously sent to the local emergency center assigned to your location, and emergency operators have access to the information they need to send help and call you back if necessary.

Customers in locations where the emergency center is not properly equipped to receive your telephone number and address have basic 911. With basic 911, the local emergency operator answering the call will not have your call back number or your location, so you must be prepared to give them this information. Until you give the operator your phone number, they may not be able to call you back or dispatch help if the call is not completed or is not forwarded, is dropped or disconnected, or if you are unable to speak. As additional local emergency centers become capable of receiving our customers' information, Callcentric's service provider will automatically upgrade customers with basic 911 to E911 service. Callcentric does not provide notice of this upgrade.

Certain areas of the United States may not have access to either basic 911 or E911 service. In these cases you will be notified via email that your 911 provisioning could not be completed. A member of our customer service team will review your account and verify that 911 service is not available in your area. If we cannot provide 911 service in your area a customer service representative will be in contact with you.

In certain cases should a call fail to be sent to your local emergency operator; your call will be automatically forwarded to a national emergency call center. A trained agent at the emergency call center will ask for the name, telephone number and location of the customer calling 911, and then contact the local emergency center for such customer in order to send help. Examples of situations where 911 calls will be sent to the national emergency call center include when there is a problem validating a customer's address, or call routing to your local emergency center has failed. Emergency personnel may not receive your phone number or physical location when your 911 call is routed to the national emergency call center; so you should be prepared to state your name, address, and telephone number.

You must register with Callcentric the physical location where you will utilize your service for each Callcentric account. Please note that if you move your device to another location, you must register your new location. To change your 911 location at any time simply login to the My Callcentric website and click the link to change your 911 address, which is located on the main My Callcentric page in the top right of the screen. If you do not register your new location, any 911 call you make will be sent to an emergency center near your old location. You will register your initial location of use when you purchase a rate plan or a phone number.

Provisioning of the 911 service will normally take less than one hour. You will receive an email notification once your provisioning has been completed which will indicate if the provisioning was successful or has failed. You will not be able to place a call to 911 until you have received notification that provisioning has been successful. Should you receive notification that provisioning failed, a Callcentric customer service representative will be in contact. Again, until you receive notification that 911 has been setup successfully you will not be able to place calls to 911.

Please remember that 911 dialing will not function in the following conditions:

  • Provisioning has not been completed for your account
  • Internet outage at your location
  • Power outage at your location
  • Your Internet provider (ISP), access provider (broadband, dialup, etc) has cancelled or suspended your account
  • Your Internet provider is blocking ports or addresses that prevent your call from reaching Callcentric servers
  • Your Callcentric account has been cancelled
  • Improper configuration of your device
  • If you have changed the password for your SIP phone on our website, but not re-configured your device properly

Important Additional Information For Customers With Addresses In Canada:

We want to make sure that you are aware of important differences in the way 911 service operates with a VoIP phone when compared with traditional telephone service. Here's what you need to keep in mind:

Differences between traditional 911 service and VoIP phone 911.
With traditional phone services, your 911 call is sent directly to the nearest emergency response centre. With VoIP phone service, your 911 call is forwarded to a third-party service provider that will automatically or manually route your call to the emergency response centre.

Remember to verify 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 911. Do not risk sending police or ambulance services to the wrong location.

Be prepared during any service interruption.
VoIP phone 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, Callcentric service outages, 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 911 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.

Do not disconnect.
Until you are told to do so by an emergency dispatcher, do not disconnect your 911 call. If you are inadvertently disconnected, call back immediately.

Keep your service address up to date.
Callcentric 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 911 call), the emergency operator may assume that you are calling from the last registered address.

Inform other users.
You must notify members of your household and other potential users of your VoIP phone service of the nature and limitations of 911 emergency calls. To make this easier, attach the stickers available here in a visible location on your telephone sets.

Limitations of Liability.
Callcentric's Terms and Conditions limit and disclaim liability related to VoIP 911 service, so please read these carefully.

Please see our Terms and Conditions and Frequently Asked Questions for more information on Callcentric's 911 service.

--Updated Jul 14, 2009