VoicePulse E911 Policy

ACCESS TO 911 EMERGENCY SERVICES WHILE USING VOICEPULSE BROADBAND PHONE SERVICE DIFFERS FROM TRADITIONAL 911 AND MAY VARY DEPENDING ON WHERE YOU ARE LOCATED.

YOU ACKNOWLEDGE AND UNDERSTAND THAT YOU HAVE READ AND UNDERSTAND THE INFORMATION BELOW REGARDING ACCESS TO EMERGENCY SERVICES WHEN USING VOICEPULSE BROADBAND PHONE SERVICE.

VoicePulse considers the safety of our customers to be extremely important, and we continue to work toward improving your access to emergency services such as Basic 911 and Enhanced 911.

Enhanced 911 (E911) means that when you dial 9-1-1, your call is routed to the Public Safety Answering Point (PSAP) supporting the address you registered when activating your account. The operator answering the call will automatically receive your call back number and the location information you registered when activating your account.

Basic 911 means that when you dial 9-1-1, your call is routed to the Public Safety Answering Point (PSAP) supporting the address you registered when activating your account. The operator answering the call will not have your call back number or your exact location, so you must be prepared to give them this information. Until you give the operator your phone number, he/she may not be able to call you back if the call is not completed or is disconnected. Until you give the operator your exact location, he/she may not be able to dispatch help. As additional PSAPs become capable of automatically receiving address information, VoicePulse will automatically upgrade customers to Enhanced 911 at no charge to you.

LIMITATIONS OF VOICEPULSE 911 SERVICE:

VoicePulse depends on you to provide accurate 911 service address information when activating your account. The 911 service address you provide during account information is used to determine which PSAP 9-1-1 calls made from your phone should be routed to, and also determines what location information PSAP operators receive (where E911 is available).

VoicePulse 911 service will not function if your VoicePulse service is not functioning for any reason. If you are experiencing an electrical power outage, broadband Internet outage, or if your VoicePulse service is terminated, you may receive a busy signal or other error message when dialing 9-1-1.

If you move the physical location where you are using VoicePulse service you must register the new location. If you do not update your 911 service address (by calling Customer Service or online through the Account Management Center), your 911 call may reach the incorrect PSAP and you will not receive assistance.

VoicePulse 911 service will not function for up to 30 days after you are able to make outbound calls with your service or after you update the 911 service address to a new location. It takes time to validate the 911 service address provided during account activation, and to determine the level of 911 service available. During this period, you should plan on using alternative means such as cellular telephone to reach 911 emergency services.

Some customers may be located in areas where neither Basic 911 nor Enhanced 911 services are activated. VoicePulse is continuously working to expand the number of areas where Enhanced 911 is available, but there are areas where neither Basic 911 nor Enhanced 911 services are activated.  If you are located in one of these areas, the Emergency Call Response Center operator who answers your call will attempt to route your call to the appropriate local authorities, but may reach them via a non-emergency phone number.

Because it takes time to validate the 911 Service Address you entered, and to determine the level of service available (if any) in that area, there may be cases where we determine, after you receive your VoicePulse equipment, that no 911 service is available to you. In such cases, we will notify you by email within 60 days that no 911 service is available to you. After notification is sent, you may cancel your service without any penalty or further obligation via the online Account Management center.