Emergency calling
How 911 works on Loopcom, what it depends on, and what you need to keep up to date.
How 911 calls work
When someone dials 911 from a Loopcom phone, the call is routed to the emergency call centre serving the address registered for that number, and that registered address is given to the dispatcher.
We record a registered address for every number able to dial 911. It is collected when your service is set up and checked against the emergency address database.
Keeping your registered address correct
The address we hold is the address emergency services will be sent to. If your business moves, opens another location, or moves a phone to a different building, the registered address must be updated before the phone is used there.
- Tell us when a location changes so we can update the registration.
- Do not move a desk phone to another address and assume 911 follows it.
- Take particular care with the apps, which can be used anywhere.
Using the apps away from your address
The desktop and mobile apps work anywhere with an internet connection. If you dial 911 from an app while away from your registered address, the call may be routed to the emergency centre for the registered address rather than where you are, and the dispatcher may be shown the wrong location.
If you are away from your registered address and need emergency help, use a mobile phone on the cellular network wherever possible.
When 911 may not be available
- No internet. If your broadband is down, no calls can be placed, including 911.
- No power. Phones, routers and network equipment need electricity. Unlike an old analogue line, they do not draw power from the phone network.
- Network congestion or an outage affecting Loopcom or a connecting provider.
- Suspended service, including suspension for non-payment.
- Equipment unplugged, faulty or misconfigured.
Tell everyone who uses the phones
Anyone who might dial 911 from a Loopcom phone should know these limitations — including staff working from home, anyone using the mobile app, and visitors to your premises. We provide warning labels for handsets on request.
Acknowledgement
Customers are asked to acknowledge these limitations before service begins, and that acknowledgement is recorded on the account.
Questions about 911 on your lines?
Ask us directly — it is something we would rather over-explain than leave unclear.