911 Access

As an interconnected VoIP provider, Shoutpoint is required to provide 911 service to its customers. However, Shoutpoint’s 911 service operates differently than traditional 911. Shoutpoint must transmit all 911 calls, a callback number and the caller’s registered physical location to the underlying carrier. Therefore, Shoutpoint must collect that information from you, and you must update Shoutpoint with any changes. Remember that our 911 Dialing service will not function in the event of a broadband or power outage or if your broadband, ISP or Shoutpoint service is terminated.


Based on their respective locations, our customers will have access to either basic 911 or Enhanced 911 (E911) service. With E911 service, when you dial 911, your telephone number and registered address is simultaneously sent to the local emergency center assigned to your location, and emergency operators have access to the information they need to send help and call you back if necessary. Therefore, it is vital that the information provided is both accurate and current. Customers in locations where the emergency center is not equipped to receive your telephone number and address have basic 911. With basic 911, the local emergency operator answering the call will not have your callback number or your exact location, so you must be prepared to give him/her this information. Until you give the operator your phone number, he/she may not be able to call you back or dispatch help if the call is not completed or is not forwarded, is dropped or disconnected, or if you are unable to speak. As additional local emergency centers become capable of receiving our customers’ information, customers with basic 911 shall automatically commence receiving E911 service.


Sign Up Information


When you subscribe for Shoutpoint’s service, you must provide Shoutpoint with the physical location where the services will be utilized. When service is ordered, it takes up to 14 business days to provision the related telephone lines and phone numbers. Once the lines and phone numbers are provisioned, it may take an additional 48 hours for the 911 address and callback number to be available to local emergency centers. Customer’s phone numbers may all be located at the same address, in which case only one address is needed for 911 purposes. However, Customer may have a different physical location designated for each phone number. In the absence of separate written direction of Customer, all phone numbers will have the registered address of Customer.


Also, note that if you move your device to another location, you must provide your new location to Shoutpoint with an email to [email protected]. It will take up to 14 business days before the new information will be updated in all of the requisite databases. If you do not register your new location, any 911 call you make may be sent to an emergency center near your old location.


Click here to contact Shoutpoint for more information.