All About E911
Q. Can I dial 9-1-1 using my VRS or text relay service?
A. Yes, but we urge you to call 9-1-1 using your TTY (if available) for emergency calls to avoid possible life-threatening delay.
If you need to contact 9-1-1 using relay, your relay provider will route your emergency call over the wireline E911 network to the nearest public safety answering point (PSAP) based on your registered address.
When using relay for your emergency calls, be sure to describe your name, location and any important information clearly so the operator can quickly contact your local emergency response center. Watch our E911 vlog for more information.
Q. How do I call 9-1-1 using video or text relay?
A. Simply dial 9-1-1 from the device where you're using relay (Examples: Your videophone or from the relay site on your computer or the relay application on your wireless device). Our operators will still verify your location even if you have a registered location on file. Be sure to clearly describe your emergency and any other identifying information at the beginning of the call. If you use your videophone to call 9-1-1, be sure to dial vrs911.tv only when you have an emergency.
Q. Why must I provide you with a registered location address for E911 Service?
A. To make sure the emergency personnel (police, fire, ambulance) know where to go in an emergency.
Q. Is a P.O. Box an acceptable address for E911 Service?
A. No. The address you provide is the physical address where you want emergency personnel to go in an emergency. Emergency services cannot be dispatched to post office box addresses. Here are examples of acceptable and unacceptable address formats:
Acceptable Address:
123 West 1st Street
Apt #123
Anytown, Anystate 99999Unacceptable Address:
P.O. Box 1234
Anytown, Anystate 99999
Q. Must I notify my relay provider if I move or change my current address?
A. Yes, you must remember to update your E911 Address information. You should do this so that if/when you are in need of help, emergency services personnel are dispatched to the correct address to render aid. It is your responsibility to ensure that this information is up-to-date.
You can update your E911 address information by signing into your account on either www.hovrs.com or www.i711.com. If you are an IP-Relay customer, sign into My Profiles on www.ip-relay.com.
Q. What would happen if I was disconnected from the operator during a 9-1-1 call?
A. The operator would immediately attempt to call you back using your 10-digit telephone number.
Q. Is it possible that the 9-1-1 dispatch center could be disconnected from the operator during a 9-1-1 call?
A. Yes, which is another reason it's important for you to have a 10-digit number. When a disconnect occurs, your 10-digit number is the best way for the operator/interpreter to call you back, or for emergency personnel to contact you. Please keep in mind that if you are a text relay customer, you must be logged onto AIM in order to receive this inbound call.
Q. How is this different from the way 9-1-1 calls are handled today?
A. New features that are part of the process can improve call handling.
For example, now that we have your name and geographical location connected with your local 10-digit number in our database as well as the 9-1-1 national database. In that case, your address can be passed to emergency personnel immediately during the call, This makes Emergency services dispatching much faster and more reliable.
Q. What information should I provide when I call 9-1-1?
A. Be sure to tell the VI / CA the following information:
- Your current street address (where are you?)
- Your name
- What is the emergency
- Any additional information that will help the emergency personnel
Q. How do I dial 9-1-1 from a videophone?
A. Most videophones should allow you to dial the numbers "911" to reach emergency help. If not, use the dns address of your provider for emergency calls. (Examples: for Hands On VRS, use vrs911.tv; for i711 VRS, i711.tv.
