In the modern world of digital media and wireless communication, being connected is as much a basic need as the necessity of water and electric utilities. And as with any other basic service, consumers are usually on the lookout for ways to save money.
Voice over internet telephone service is an increasingly popular choice with consumers. Packages advertise unlimited long distance calls or year-long service for a fraction of the cost of land and wireless plans. A growing number of consumers are choosing to have their telephone service provided by such companies.
Consumers often jump at these plans, bringing with them assumptions that the internet telephone carries the same coverage as traditional phone plans. This isn’t necessarily the case. And what’s hidden away in fine print could literally be the difference between life and death. In some instances, dialing 911 may not be the best way to receive a swift emergency response from local first response agencies.
When it comes to an emergency, internet phone providers can provide a response that the consumer might not expect.
To begin with, the consumer may decide to register an address with the internet phone provider, typically through a webpage. The provider then assumes that service is being used at home. If customers do not carry out this process, the provider assumes a 911 call is coming from a wireless device. An emergency call will then likely wind up at an emergency call center managed by the provider.
Having a 911 call handled by an internet phone company’s call center is something that every consumer should think about. Unlike traditional, local 911 service, a call center does not have the capabilities consumers expect from operators handling an emergency call. Unlike local 911, a voice over internet call center cannot pinpoint a caller’s location. In processing the call, call centers agents will attempt to act as middlemen between the caller and local 911.
Also, so-called softphone use – when a computer is made to act like a telephone – and Wi-Fi connections will go straight to the voice-over-internet company’s call center. Many – but not all – voice over internet companies recommend that consumers have an alternate means of calling 911.
The federal government to date has little impact on communications, leaving regulations to state and local authorities. The FCC does not currently require voice over internet phone providers to offer 911 service. Those that do, do so on a voluntary basis. Such providers could opt out of carrying 911 service at any time without the need to inform customers.
There are horror stories of emergency calls through voice over internet systems being sent to the wrong state. While instances of serious harm or death resulting from 911 call disjunction are still very rare, they are certainly bound to rise as the popularity of voice over internet communication continues to soar.
Every consumer should enter into emergent voice over internet plans with eyes wide open. To ensure adequate coverage in the event of an emergency, consumers should still maintain a landline or wireless connection.