E911 Support

Background

E911 stands for Enhanced 911. It is a solution that allows VoIP users to be connected to emergency services personnel (such as police, ambulance or the fire department) by dialing 911 on mobile or virtual phones, just as if they were using a regular landline.

Why Is There a Need for a Special 911 Solution?


Regular landlines are, by nature, defined by a physical location and are registered to customers with a specific name and address. Landlines are routed by PSTN - Public Switched Telephone Network. The PSTN can therefore easily route calls to the office of Public Safety Answering Point (PSAP) nearest to the caller, where an operator will connect the caller to  the appropriate agency.

VoIP numbers (and also cellular numbers), on the other hand, are location independent. A VoIP account is accessible to users anywhere in the U.S. or the world. To make things even more complex, with VoIP services, it is possible to use caller IDs with area codes different to the one the user is actually located at.

These factors made it very complicated to route 911 calls to the correct PSAP in the early days of VoIP. It wasn’t uncommon for providers to simply notify customers that they can’t provide support for 911 calls.

Since then, providers have worked to develop technologies to facilitate 911 calls over VoIP networks and regulations have been put in place to ensure emergency services are reachable for both VoIP and cellular customers.

The location of a VoIP user can now be determined with relative good accuracy using a combination of network topology (similar to how online maps find a location), tracking technology, and other location determination techniques.

E911 Support and Requirements With Telebroad

Telebroad supports the latest implementation of E911 technologies and is fully compliant with all the relevant regulations and requirements to ensure that our users can safely make 911 calls from our VoIP based PBXellent system.

Registering Your Account for E911


Despite the advancements in tracking and network topology technologies, it is still not guaranteed they would automatically provide precise E911 information to the appropriate PSTN. Telebroad therefore requires its customers to perform a simple physical address registration.

There is a form to fill that will be emailed to you when you open an account with us. The form outlines the major terms, conditions, and limitations of the E911 service. After you submit it, Telebroad will do the address registration on your behalf. 


You can also download the form at the bottom of this page. 


Please take a few minutes to review this form and understand the full restrictions of the E911 service beyond the summary given in this article, including situations where the service may not function or where you may need to provide your name and address to an operator. 

If you change your address it is your responsibility to update your registration with your new location at least ten days prior to the physical move by completing the E911 Customer Acknowledgment Location Change Form. The form need to be requested by contacting the the Telebroad's customer service at support@Telebroad.com. In order to avoid delays and loss of emergency service please request the form with enough advance notice as to allow ten days for processing.

Important note about E911 During Power Outage Situations

Telephone landlines generally work during a power outage because they receive power directly from the telephone company. But VoIP equipment may not operate during a power outage without a backup source. This means that during a power outage you will not be able to make 911 calls from your VoIP equipment (or any calls for that matter), unless it runs with a reserve generator or battery.  


The same applies to broadband outage. E911 will not work if your network is down for any reason!

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