Emergency (911) Services

Net2Phone cares about your safety
VoiceLine offers a calling feature that enables customers in the U.S. and Canada to dial 911 to reach an emergency operator. It is important, however, to note that VoiceLine emergency 911 has some fundamental differences from traditional wireline 911.

To ensure your complete safety, please be aware of the following information regarding 911 calling with your VoiceLine service.

The service address registered with Net2Phone must match the physical location of your VoiceLine device:
In order to route your emergency calls correctly, we must have the location from where you are making VoiceLine calls on file.

When connected to a 911 operator, you must state your location:
Your service address and phone number may or may not be passed to a 911 dispatcher when your call is connected. For this reason, we encourage all callers to state their location and callback number.

Your call may not be answered immediately:
Due to network congestion and/or a slower call routing time, VoiceLine 911 calls may not be answered as quickly as traditional 911 calls.

911 will not work during a power outage or network interruption:
Neither VoiceLine nor 911 dialing will work if your power or Internet connection goes out.

911 will not work if you call from a location outside of your registered service address:
If you move your VoiceLine device to another location, emergency calls will not be routed correctly.

Please be sure to read the VoiceLine Emergency (911) Services Conditions and Limitations for further information.

Frequently Asked Questions

These FAQs address the most common questions about emergency (911) services available with VoiceLine. Please be sure to read the VoiceLine Emergency (911) Services Conditions and Limitations for further information.

Are emergency (911) services available with VoiceLine?
Customers within the U.S. and Canada will receive emergency (911) services with VoiceLine. However, because VoiceLine will not work during a power outage, Net2Phone strongly recommends that you always maintain an alternate means of reaching a 911 operator in case of an emergency.

If you are eligible to transfer your current U.S. phone number to VoiceLine, your service will include emergency (911) services.

How does VoiceLine's 911 work?
When you sign up for VoiceLine service, you must register the address which corresponds to the physical location of your VoiceLine phone. This will allow us to identify the emergency Public Safety Answering Point (PSAP) in your area and route any emergency call appropriately. (You can not specify a P.O. box). Because it is not always possible to transmit your location and call back number to the emergency dispatcher who receives your call, we recommend that you immediately state your location once you reach a dispatcher.

Please note: VoiceLine’s 911-type dialing is NOT the same as traditional 911 or E911 dialing, and does not necessarily include all of the capabilities of traditional 911 and E911 dialing.

Will I have access to emergency (911) services when I travel with my VoiceLine telephone adapter?
If you move your device to a location other than your service address, you will not be able to place emergency calls with VoiceLine. If you permanently relocate your VoiceLine device, you must provide Net2Phone customer service with your new service address so that we may determine the emergency services available in your area.

Will I have access to emergency (911) services in a power outage?
No. VoiceLine 911, and your VoiceLine service, will not work in the event of a power failure or disruption. Your VoiceLine service and 911 dialing will not function until power is fully restored. Service outages or termination of service by the broadband provider to which you connect your VoiceLine Device or by Net2Phone will prevent ALL VoiceLine service, including 911 dialing.

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