Voice Over Internet Protocol (VoIP) VoIP E911 Terms


You agree to notify any user who may place calls using your Service, including any household residents or guests who may be present in your household, of the limitations of 911 Emergency Dialing. We recommend that you maintain an alternative means of accessing emergency services in the event of Service disruption for any reason.

CWC, LLC 911 Service.
911 Emergency Dialing is an included feature of service. To activate this service, you must register the physical location of your Device with CWC, LLC as explained below, and that location must be within the geographic serving area of an emergency call center known as a Public Safety Answering Point (‘PSAP’) to which CWC, LLC is enabled for this service. If you fail to activate and properly configure 911 Emergency Dialing, the Service will not support 911 Emergency Dialing, and you acknowledge and agree to this requirement. 911 Emergency Dialing will not function until you receive notification from CWC, LLC , via electronic mail, website notation or some other means, that 911 Emergency Dialing has been successfully enabled for your service, and you acknowledge and agree to this requirement.
Service Address.

You must provide the correct Service Address during the registration process, which will be utilized by CWC, LLC in the establishment and operation of 911 Emergency Dialing. Failure to provide the correct and proper address location may result in misdirecting 911 calls to the incorrect PSAP or emergency operator and/or the failure to reach and render emergency service. You acknowledge that 911 dialing will not function properly if you move your Device to another service address, either temporarily or permanently, unless the new address has been properly recorded and in an area for which CWC, LLC provides 911 Emergency Dialing. You may change your Service Address by following the procedures specified on the CWC, LLC website.
Basic/Traditional 911 Service.

In select areas, CWC, LLC may not support the ability for your physical location information to be automatically delivered to the PSAP with the 911 call. The PSAP or local emergency dispatcher receiving a 911 emergency call may not be able to capture and/or retain automatic number or location information. This means that he dispatcher may not know the phone number or physical location of the person who is making the 911 call. Therefore, a caller dialing 911 using CWC, LLC may need to immediately tell the dispatcher the location of the emergency, and the caller must not prematurely disconnect the line, since the dispatcher may not have the phone number to call back the caller. If the caller is unable to speak or sufficiently describe the location, the emergency dispatcher may not be able to render emergency service to the appropriate location.

Enhanced 911 Service.
In select areas, CWC, LLC provides Enhanced 911 (E911) capabilities, if you have activated and properly configured 911 Emergency Dialing and received confirmation from CWC, LLC that E911 has been activated. When the caller dials 911 on a CWC, LLC enabled phone with E911 service, CWC, LLC will utilize the location information you provided at the time of activation, or as subsequently and properly updated, validated and acknowledged by CWC, LLC . This location information will be automatically delivered to the PSAP with the 911 call. If the location information you provided is incorrect, the call may be misdirected to a PSAP that does not serve your location, and may be unable to render sufficient emergency service. You are totally responsible for maintaining accurate physical location information on your CWC, LLC account. If you move your CWC, LLC equipment to another location, you must update your service address in accordance with the instructions on the CWC, LLC website.

911 and E911 Limitations.
911 and E911 Emergency Dialing will not function if the Device is not configured correctly or if your CWC, LLC Service is not functioning for any reason, including, but not limited to, in the event of a power outage, High Speed/broadband service outage, customer owned or leased equipment failure or degradation of such equipment or any suspension or disconnection of CWC, LLC Service. For technical reasons associated with the possibility of network congestion in the event of a local disaster, there is a greater possibility that a CWC, LLC call will produce a busy signal, fail to be completed, or experience longer connection times, as compared to traditional 911 calls.

You understand and acknowledge that CWC, LLC 911 Emergency Dialing has certain characteristics that distinguish it from conventional 911 Service. These characteristics may make CWC, LLC unsuitable to some users. You should carefully evaluate your circumstances when deciding to activate CWC, LLC service. You acknowledge that it is your responsibility to determine the technology or combination of technologies best suited to meet your emergency calling needs, and to make the necessary provisions for access to emergency calling services, such as maintaining a conventional phone line or wireless phone as a backup means of completing emergency calls.

Suspension of Your Account.
You acknowledge and understand that a service outage due to suspension of your account as a result of billing issues, non-payment or delinquency of your account or any other reason, including, but not limited to those reasons described elsewhere in this Agreement, will prevent all service, including Emergency 911 dialing.

You acknowledge and understand that CWC, LLC will not be liable for any service outage and/or inability to dial 911 using CWC, LLC or to access any emergency service personnel due to the characteristics and limitation of CWC, LLC Service set forth in this document. You agree to defend, indemnify, and hold harmless CWC, LLC , its officers, directors, employees, affiliates and agents and any other service provider who furnishes services to you in connection with the Service, from any and all claims, losses, damages, fines, penalties, costs and expenses (including, without limitation, reasonable attorney fees) by, or on behalf of, you or any third party user of the service relating to the failure or outage of the service, including those related to 911 dialing. You acknowledge that CWC, LLC does not offer Lifeline service, and that we strongly recommend that you always have an alternative means of accessing emergency service.