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911 Dialing User's Guide
Vonage offers a safe and reliable means of emergency dialing (911) that may differ, depending on your location.
Vonage currently offers Enhanced 911 (E911) in many areas across the country, and we are continuing the process of a nationwide rollout. With E911 service, Vonage delivers your registered address and phone number automatically to the proper local emergency call center. Your registered information appears on the dispatcher's screen automatically at the emergency call center.
If local authorities cannot display your registered information Vonage sends along with your 911 call, your call will be delivered through the traditional 911 network and answered by a trained dispatcher in your local 911 center. This service is known as basic 911. The dispatcher will not have your address and may not have your phone number, so be prepared to provide it.
Vonage also provides an additional safety net in case traditional 911 methods fail or are not available. At Vonage's national 911 emergency response center, trained emergency personnel are standing by to help you get local help in the event your call cannot be routed via E911 or traditional 911. Once you reach local emergency services, you may need to give them your address.
To find out if 911 is activated, simply dial 933 from your Vonage phone.
It may take several hours to process your 911 address. In the interim, Vonage will send your call to our national emergency response center. And because Vonage is mobile, when you move your device, you must register your new address. To update your 911 address at anytime simply login to your and follow the steps below.
Remember, Vonage's 911 Dialing service will not function in the event of a broadband or power outage or if your broadband, ISP or Vonage service is suspended or disconnected.
To configure your account for 911 service:
- Using your Username and Password, logon to your Vonage Online Account.
- From your Dashboard, click on the "Features" link from the top menu.
- On the top of the Features page you will see the 911 Dialing feature box in red.
Figure 1 — Vonage Online Account: Features Menu
Choose the number you wish to activate or edit for your 911 service and click the "Activate 911 Dialing Address" link.
To Activate 911 Dialing:
A screen will appear requesting your address. Vonage uses this address to determine your nearest emergency call center. Review the terms and conditions and click on "Activate Now".
*Remember, the dispatcher will not have your address when you call 911, you will need to speak clearly and give them your address and phone number so they can send help to the right location.
- The next screen will allow you to review the information. If everything is correct, click on Submit. Otherwise use the Edit button to re-enter information. It may take several hours for your 911 Dialing to be activated. You will receive an email confirmation once it has been activated. Do not test 911 Dialing prior to receiving a confirmation email and do not use your Vonage phone to dial 911 until you receive a 911 confirmation email.
To Edit 911 Dialing:
- A screen will display showing your current 911 Dialing Status. Review the information and click on the "Edit" button to make changes.
Figure 2 — Vonage Online Account: Features Menu Complete your address information, review the terms and conditions and click on Continue.
The next screen will allow you to review the information. If everything is correct, click on Submit. Otherwise use the Edit button to re-enter information. It may take several hours for your 911 Dialing to be activated. You will receive an email confirmation once it has been activated. Do not test 911 Dialing prior to receiving a confirmation email and do not use your Vonage phone to dial 911 until you receive a 911 confirmation email.
**NOTE: If you have received an email stating your address is incorrect simply login to your Online Account and re enter your street address, taking note of the particular fields required. If you do not receive any notification email or confirmation please call our customer care department to verify that the information was processed.
Traveling with 911
Unlike traditional phone lines, you can use Vonage anywhere. Vonage service is portable to any location with broadband Internet access. Since Vonage uses the address you provide to determine the nearest emergency response center, when you move or travel with your phone adapter in the US, you must update your new location. It's free and easy - just log into the features section of your Online Account and follow the instructions. You will receive an email confirming your service is activated for 911 Dialing. Customers traveling outside of the US will not be able to update 911 Dialing.
Please note that it can take several hours before your new settings take effect. Remember, when you add a line, change your number or cancel your number portability request, you will need to activate 911 Dialing Again.
