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Knowledge base centre

VoIP Emergency Service Information


In this article, we will cover how VoIP differs from traditional PSTN network, and what you as the End User should do to ensure emergency services can assist in the best way possible. 
PLEASE NOTE: We always recommend you use a mobile phone to call Emergency Services where possible.


Differences Between PSTN & VoIP In Emergencies

  • Traditional Landline Phone Services are always associated with a physical address. This means that when an emergency call is placed, it gets automatically routed to the closest response center to improve response times and services getting to the correct location.

  • VoIP is location independent, meaning the User could be situated anywhere in the world, which means the calls need to be routed to a third party service provider first before being routed to the closest emergency response center, creating delays in response times. 


Providing Your Location

Because of the independent Location nature of VoIP, it is extremely important to advise Emergency Service Responders of your Name, Location and Contact Information, as this wouldn't be stored on their database as compared to traditional landline. This is to avoid the risk of sending Emergency Services to the wrong location. 


Being Prepared During A Service Interruption

VoIP services are heavily dependent on the account balance for subscriptions being paid and up to date, as well as maintaining a stable internet connection. In the event of Power, Network or Internet Outages (including congestion), or if services are disconnected or suspended due to billing reasons, you may experience disruptions with the service.
We recommend keeping an alternative telephone service, such as a mobile, to increase the reliability of your access to emergency services.


Keeping Service Address Details Up To Date

We will attempt to provide Emergency Service Operators with your details on file in the event of an emergency, so it is very important to ensure the emergency address details for each phone number on your account is up to date. This can be updated in:
Order Services -> Phone Numbers -> Active Numbers -> Emergency Address Management


Informing Other Users

You are responsible for notifying any user or potential user of your VoIP services of the nature and limitations of emergency calls using VoIP services.




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