E911 Emergency Service Disclaimer

IMPORTANT: E911 service differs from traditional 911

Please read this entire page carefully. By using VoxioTalk, you acknowledge and accept the E911 limitations described below. If you do not understand or agree with these limitations, do not rely on VoxioTalk as your sole means of reaching emergency services.

How E911 Works with VoxioTalk

VoxioTalk is a Voice over Internet Protocol (VoIP) service. E911 calling on VoIP works differently than 911 calling on a traditional landline or mobile phone. It is important that you understand these differences so you can make informed decisions about your household’s emergency preparedness.

Address Registration Is Critical

You must register your physical service address accurately when you sign up. This is the address that will be transmitted to the Public Safety Answering Point (PSAP) when you dial 911 from your Voxio Phone. If your registered address is incorrect or outdated, emergency responders may be dispatched to the wrong location.

If you move, you must update your service address with us immediately. You can update your address by contacting our support team at [email protected] or by calling (615) 369-3322. Address changes may take up to 24 hours to propagate through the E911 system. Until the update is complete, 911 calls will continue to report your previous registered address.

911 Call Routing

When you dial 911 from your Voxio Phone, your call is routed to the nearest PSAP based on the physical address you registered with us, not your real-time geographic location. Unlike a mobile phone, which can determine your location using GPS and cell tower triangulation, a Voxio Phone does not include location-tracking technology. The dispatcher will only see the address you provided to us.

Power Outage = No Phone Service = No 911

The Voxio Phone requires electrical power to operate.

During a power outage, your Voxio Phone will not function. You will not be able to make any calls, including 911 emergency calls. We strongly recommend that you maintain an alternative means of calling 911, such as a charged cell phone, at all times. If you use an Uninterruptible Power Supply (UPS) or battery backup, test it regularly and replace batteries according to the manufacturer’s recommendations.

Internet Outage = No Phone Service = No 911

VoxioTalk requires a working broadband Internet connection.

If your Internet service is down, your Voxio Phone will not function. You will not be able to make any calls, including 911 emergency calls. Internet outages can occur for many reasons, including ISP network issues, modem/router failure, damaged cables, or congestion. Always have a backup way to call 911.

Always Have a Backup

Because of these limitations, we require that you maintain at least one alternative means of reaching emergency services. The most common backup is a charged mobile cell phone. By law, even a cell phone without active service can dial 911 as long as it can connect to a cellular network. We recommend keeping a charged cell phone accessible in your home at all times.

What Happens When You Call 911

When you dial 911 from your Voxio Phone:

  1. Your call is routed to the PSAP associated with your registered physical address.
  2. We transmit your registered name, address, and callback number to the PSAP automatically.
  3. The 911 dispatcher will answer and verify the nature of your emergency and your location.

Always verbally verify your address and location with the dispatcher. Do not assume that the dispatcher can see your correct address on their screen. Tell them your street address, apartment or unit number, city, and any other relevant location details. Technology can fail — your voice is the most reliable way to ensure help reaches you.

E911 Service May Be Unavailable in Certain Areas

In some rural or remote areas, E911 service through VoIP providers may be limited or unavailable. If E911 service is not available at your registered address, we will notify you before activating your service. You may cancel without penalty if E911 service cannot be provided at your location.

Registration and Testing

Your E911 service is activated when your account is provisioned. To confirm that your address is correctly registered, you may contact your local PSAP’s non-emergency number and ask them to verify the address on file for your VoxioTalk phone number. Do not dial 911 to test your service.

Acknowledgment

By using VoxioTalk, you acknowledge and agree that:

  • You have read and understand the E911 limitations described on this page.
  • You understand that VoxioTalk E911 service differs from traditional 911 service provided by landline and mobile carriers.
  • You understand that E911 service will not function during a power outage or Internet outage.
  • You are responsible for keeping your registered service address accurate and up to date at all times.
  • You will maintain an alternative means of calling 911 (such as a cell phone) at all times.
  • You will verbally verify your address and location with the 911 dispatcher during any emergency call.
  • VoxioTalk’s liability for E911-related claims is limited as described in our Terms of Service.

Questions About E911

If you have any questions about E911 service or these limitations, please contact us before activating your service:

Last updated: January 2026