Is it true that VoIP users have trouble with 911 calls?

Question

I've been hearing more and more lately that people who use VoIP (voice over internet protocol) as their "home telephone" service instead of a landline, often run into trouble if they need to make 911 calls. Specifically, that 911 operators are unable to tell where you are calling from.

This would be very DANGEROUS in emergency situations! For example, what if someone had a heart attack and was only able to call 911 and say he/she needed help, then passed out before saying where she/she lived?

Is it true that some VoIP companies have this problem? If so, I'd like to know WHICH ones they are, and if they have plans to address this frightening situation. Thanks for your help!

Answer 1

Yes, there are still some bugs in 911 support for VoIP users, and yes, it's dangerous, and they're working on fixing it.

However, even if they fix 911, I still don't think VoIP is safe.

For one, VoIP requires a more equipment and power to run. If any of those fail, has a problem, blows a fuse, gets congested, etc, all of your phone support will go with it, not just 911. Old analog phones will run on the power in the phone lines even if your main house power is cut off. Traditional voice phones are also given a higher priority when things go wrong, so during a large-scale emergency, the voice lines will get fixed before the network connections underneath the VoIP phones.

Furthermore, people can potentially tap into a VoIP conversation from anywhere in the world -- the IP equipment is more "intelligent", but each "intelligent" piece of equipment is yet another potential point of failure and yet another place that can be attacked. It takes a bit more effort to tap into a traditional analog voice line because the pieces just aren't intelligent enough. (It's a bit like the difference between telling your secrets to your best friend or a stuffed animal. Because your best friend is intelligent, they can be tortured to reveal the information. Because your stuffed animal doesn't understand anything anyways, your secret is safe with them.)

In any case, I think the technology is great, and I use a pay-per-minute VoIP service whenever I initiate long distance calls. (I'm not worried about people eavesdropping most of the time.) However, I'm also keeping my analog line for local calls, 800 numbers (banking by phone), and emergencies.

Answer 2

In a company you can fix this because you can tie your trunk line (PRI) to a specific location. Even if your IP call processor fails - you can have backup egress to the plain old telephone system.

Now if you're referring to home users of VOIP - I would say absolutely the operators will not know instantly where your call is coming from - unlike a plain old telephone line. But the same could be said for a cell phone which many people are choosing instead of the wired phone line. Also regarding VOIP - whenever your power goes out - you lose phone service because your computer is down. I would say use VOIP and a cell phone and you should be able to make your location known in most instances. In the rare case you just pick up the receiver, blurt out help and fall to the floor near death - well then you've had a very bad day.

Answer 3

If the VoIP company did not report the address properly or you moved the location of you VoIP modem without notifying the VoIP service. I have Cox Communication VoIP and have had to use 9-1-1. It worked fine for us. I can see your concerns.
I have been told that Vonage will work with any HSI available regardless of location. That could be a problem if you go on vacation or business and needed to call 9-1-1. How would they know where you are, if your VoIP is not at the location where it is registered?

Answer 4

Not necessary is most cases with VOIP. Routers work with Protocols that route the packets effectively and immediately. The only interferrence would come from Mother Nature of an Act of God that disables your power, but surge protectors and back up power sources would prevent the 911 station from becoming disabled in the event of a VOIP call neither would be coincidental to the PC user nor the 911 Station.

Answer 5

I think the main reason why is because when you use a VOIP provider that isn't an actual provider (such as Skype and other ones that actually use programs on your computer), the Emergency Medical Services people in your area cannot determine where the call is coming from.

For actual VOIP providers, such as Comcast (Comcast Digital Voice, Shaw Communictions in Canada, Vonage, and others), make you pay for a service called Enhanced 911 service. I found this article on the Web by searching Yahoo!:

http://www.fcc.gov/cgb/consumerfacts/voip911.html

Hope all that helps you out.

Answer 6

It depends on the VOIP provider - I work for a cable company which locks the VOIP modem to your wall, which means that you can't take the modem and make calls elsewhere. The modems are designed that when you call 911 your location is programmed as your home address, so if you move the modem to a different house, the police/ambulance/firetrucks will show up at your home, not where the actual emergency is.

Answer 7

The only company that I personally know of that handles 911 calls differently is Vonage. I would stay away from Vonage if you can.
If you get your IP Phone from your local carrier (ex. AT&T, Comcast, Cox, Wide Open West, etc) then you do not have to worry at all about calling 911. Those types of service providers tie directly into existing infrastucture (the basic copper cable) to connect your IP Phone. Vonage is the only service that goes out over an actual RJ-45 to the Internet, that is why their 911 routing is much different.

Answer 8

E911 service over Voip is not traditional 911 service so any emergencies may a bit delayed from what i heard.

Answer 9

Maybe, As Tammy said, if your provider is a cable company then you should be fine as long as you are calling from the location that the modem is associated with. If you move you must let the provider know your new location, and this may be a separate process from changing the billing address.

Skype and Vontage are not linked to a particular location as far as I know, so you could have problems.

Under any circumstances you should confirm your location with the 911 operator.

Answer 10

Yes, most VoIP companies have this problem and require you to frequently update your contact information on their website so 911 will have updated info. That I know of Vonage and Verizon Voicewing are companies that require you to frequently update your info so that there won't be any interruption of emergency service if you ever need it.