E911 Disclosure

Emergency calling works differently on VoIP

NextIP is an interconnected VoIP service. 911 calls in the United States and 9-1-1 calls in Canada work differently from traditional wireline service in ways that could delay or prevent an emergency response. Before you use the service you must acknowledge that you have read and understood these limitations. We record that acknowledgement.

You must register a location

Emergency calls are routed using the registered location for the number the call is made from. A VoIP number is not tied to a physical line, so we cannot determine where you are automatically.

Register a valid, complete street address, including the floor, suite or room where that helps responders find you, for every number that will be used to call 911 or 9-1-1. Until a location is registered and validated, emergency calls from that number may fail or may be routed to an emergency call centre that does not serve your area.

If you move a phone or softphone, update the registered location before using it at the new location. Otherwise emergency calls will be routed, and responders sent, to the old address.

When emergency calling will not work

Emergency calls may fail, be delayed, or be routed to the wrong place if:

• Your internet connection or power is out, or your router, modem or phone is not working.
• Your account or the number is suspended, including for an unpaid balance.
• No valid location is registered for the number, or the phone is being used somewhere other than its registered location.
• There is a network outage, congestion, or a failure at our carriers or an emergency routing provider.
• The call is made from a toll-free or international number, which cannot place emergency calls.
• The phone is a softphone on a laptop or mobile device that has been moved, or is connected through a VPN.

Keep another way to call

Keep a mobile phone or traditional landline available for emergency use. Do not rely on VoIP as your only means of reaching emergency services.

Warning labels and your users

Place a warning label on or near every phone that may be used to call for help. Printable labels are linked at the top of this page. If you provide service to employees, tenants, guests or anyone else, you must tell them about these limitations and make sure the labels stay in place.

If you run a phone system for others

If you operate a multi-line telephone system, such as a PBX serving an office, hotel or campus, US law (Kari's Law and RAY BAUM's Act) requires that users can dial 911 directly, without a prefix such as 9, that a designated person on site is notified when 911 is called, and that the location sent with each call is specific enough for responders to find the caller. Configuring your system to meet those requirements is your responsibility.

Limitation of liability

To the extent permitted by law, Moor Innovations Inc, its carriers and its emergency routing providers are not liable for any claim arising from an inability to complete an emergency call, or from an emergency call being delayed or routed to the wrong emergency centre, other than where such liability cannot lawfully be excluded.