PrimeVoice E911 Information and Terms

We want to keep you safe so please read these E911 terms and conditions.

Ensure that 911 works in an Emergency

Keep your Address Up-to-date

Verify your E911 address on record

PrimeVoice has made it very easy to verify your E911 address on record without calling the 911 operator. From your PrimeVoice phone simply dial 933 and the automated verification service will announce the address on record. 

Call Toll-Free 866-731-9012 option 4 for support

PrimeVoice has established your original E911 location based on the street address you supplied during the provisioning process. Because Voice over IP [VOIP] can be a nomadic service, meaning that you can move your phone and it will work at another location, you will need to keep the E911 address up to date if you move the phone to another physical address. You simply call the number listed above to change the emergency E911 address. Failure to change your E911 address if you move the phone will result in emergency services beings dispatched to the wrong location. 

The PrimeVoice E911 Support Center staff is open to take your calls anytime between 8:00 a.m. and 5:00 p.m. Eastern Time, Mondays through Fridays (except holidays).

Our Support Center staff will ask you for your telephone number and your account number from your latest PrimeVoice invoice. This authenticates your identity, as a safety precaution. You will then be asked for the new address you would like to temporarily enter into the PrimeVoice E911 database.

The Support Center should be able to verify for you – while you are still on the phone – that your new address has been successfully entered into the PrimeVoice E911 database. If this cannot be verified immediately, you will be informed later either by telephone or by e-mail – whichever method you prefer.

Note that, without verification of a successful address update, the address on your original order will be the one stored in the PrimeVoice E911 database and will be the one provided to emergency services personnel in the event that you place a 911 call.

"If the new address you wish to update to is not within our PrimeVoice Enhanced or Basic 911 coverage area, you will be informed. If you still wish to move your VoIP telephone to that “No Coverage” address, your VoIP calling service will have to be temporarily suspended (by FCC mandate) until you bring your VoIP telephone to a PrimeVoice Enhanced or Basic 911-coverage address and inform our Support Center of that address location."

What Is PrimeVoice E911 Service?

PrimeVoice E911 is an Enhanced 911 service available with our Voice-over-Internet-Protocol (VoIP) telephone service. It facilitates rapid response by emergency services personnel (such as police, ambulance and fire department) in the event that you require assistance. When you dial 911 from your VoIP telephone, your call will be handled quickly and efficiently, with added benefits over traditional 911 service.

PrimeVoice E911 delivers enhanced information. PrimeVoice E911 service includes delivery of your address (along with your telephone number) to the emergency services Operator. In an emergency, this enables the Operator to provide your address location to emergency services personnel – even when you can’t.

PrimeVoice E911 enables you to benefit from the mobile features and functionality of VoIP technology. This service allows you to change your address location temporarily – while on a business trip or vacation, for example – and still ensure that any 911 call you make using your VoIP telephone will get to the nearest emergency services Operator. So, help is always close at hand.

PrimeVoice E911 is a leading-edge service in the rapidly developing telecommunications market. You chose to use market-leading VoIP service for your telephone calls, and now that service is equipped with the most advanced 911 capability in use today.

What Is “Nomadic” Service?

Overview

You have the ability to update your address within the U.S.A., in order to maintain 911 service when you travel to a temporary location, while on a business trip or on vacation, for example. However, you should be aware of the following limitations associated with this nomadic service capability –

PrimeVoice E911 service is not yet available throughout the entire U.S. Therefore, it is possible that we will not be able to accommodate your request for an update to a new address location.

If you wish to take your VoIP telephone to a new address location at which we cannot provide PrimeVoice E911 service, we will be required (by Federal Communications Commission mandate) to temporarily suspend your VoIP telephone service – although you will still have the ability to place a 911 call.

Your VoIP telephone service may be restored once you have returned to a PrimeVoice Enhanced or Basic 911-supported address location, and have informed us of that address location.

We will be rapidly expanding our PrimeVoice E911 coverage throughout the U.S. and look forward to providing ongoing enhancements to the service in the future.

Know Your Account number

Your most recent invoice contains your account number for use in updating your address location. You must provide both your telephone number and account number to our operator in order to make an address update. 

Managing account number for your Business

Managing your account number is an important task. You may wish to evaluate and set policies regarding how you wish to manage the account number assigned to your telephone numbers:

Some businesses may choose to have a single person in a department or organization that maintains the account number for the telephones numbers used. This assures no one changes a location without approval of the “Telephone manager.”

Note: Whoever knows the account number information for a telephone number may change the location for 911 service for the Phone number. Likewise, an end-user cannot change the location of their VoIP phone without the correct account number for their telephone number.

 

Updating Back To Your Original Address Location

It is very important to note that, once you have returned to your primary address location – or moved to another temporary address location – you MUST contact our PrimeVoice 911 Support Center once again to provide that address location. Otherwise, you will not receive appropriate emergency services help in the event of a 911 call.

Levels of 911 Service

Based on your Registered Location there are three (3) different levels of 911 service available. The list below describes the 911 calling experience at the time of a 911 call, as well as the effects each level of service has on Registered Location update requests:

PrimeVoice E911- or Enhanced 911 – describes 911 service where the correct Public Safety Answering Point (PSAP) / Local Emergency Operator receives your callback number, registered location, and latitude-longitude coordinates automatically through the 911 network. PrimeVoice service calls this Level of Service, Enhanced.

You may update your Registered Location to any place that Enhanced or Basic coverage is available.

PrimeVoice Basic 911 – describes 911 service where the correct Public Safety Answering Point (PSAP) / Local Emergency Operator does not have the ability to receive the “Enhanced” data (noted above). Instead, they only receive your callback number. You must communicate your location to the Emergency Operator during the call. PrimeVoice service calls this Level of Service, Basic.

You may update your Registered Location to any place that Enhanced or Basic coverage is available.

PrimeVoice Operator Assisted 911 – describes 911 service where the Public Safety Answering Point (PSAP) / Local Emergency Operator receives your callback number, registered location, and latitude-longitude coordinates with the assistance of our Emergency Operator (ECRC). PrimeVoice service calls this Level of Service, No Coverage.

You may update your Registered Location to any place that Enhanced or Basic coverage is available.

PrimeVoice Operator Assisted 911 Service

If you were one of our VoIP customers but are located at an address outside of our PrimeVoice Enhanced or Basic 911 service area, then you will be receiving PrimeVoice Operator Assisted 911 service until our PrimeVoice E911 service has expanded to encompass your address location. 

As noted above, PrimeVoice Operator Assisted 911, means that in the event you dial 911, your call will be answered by a specially trained Emergency Call Response Center Operator at a central location. They will automatically receive your telephone number and address location information, and will then connect your call through to the Local Emergency Operator nearest your address location. This Local Operator will handle your call and dispatch the appropriate emergency services personnel to assist you. there is a per-incident charge for this service of $5.

Service Outages or Interruptions

A service outage or interruption may prevent you from placing calls – including those to 911.

Just as your regular cordless phone will not work without power, your VoIP phone or Telephone Adapter (TA) does not operate without power, either. As a result, you will be unable to make any type of call, including 911 from your phone during an electrical power outage.

Similarly, you will not be able to make any 911 calls from your phone if your broadband service provider has a service outage or if any other service degradation or disruption that keeps you from being able to make an outbound call.

  • If the phone device is configured improperly
  • If for any reason your PrimeVoice Service is temporarily interrupted, you may not be able to make any calls including those to 911.

FOR THESE REASONS, PRIMEVOICE STRONGLY RECOMMENDS THAT YOU ALWAYS HAVE AN ALTERNATIVE MEANS OF ACCESSING TRADITIONAL WIRELINE 911 SERVICES FROM YOUR HOME.

 

Remember that you should never dial 911 unless you have a real emergency – you should never dial 911 to test whether the service is operating.  In some localities, this may be a criminal offense.

You should dial 933 for address verification. This will verify that 911 will work in an emergency.

 

PrimeVoice E911 is provided in accordance with the Federal Communications Commission’s Order, “IP-Enabled Services and E911 Requirements For IP-Enabled Service Providers”, First Report and Order and Notice of Proposed Rulemaking, 20 FCC Rcd 10245, released June 3, 2005.

PrimeVoice E911 is only available for addresses in the U.S.A.