911 Dialing
Communications in times of crisis and emergencies is vital. VOZ has taken special care to ensure that VOZ’s 911 dialing service will function as you need it to.
Traditional 911 services rely on your physical installation address in order to identify your location. Since VOZ is not a traditional communications service, we request our customers to complete a short form during the signup process to tell us your physical street address where you will be using your VOZ services.
Most VOZ customers within Puerto Rico 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, and emergency operators have access to the information they need to send help and call you back if necessary.
VOZ Customers in non-E911 area have basic 911. In this case, the local emergency operator answering the call will not have your call back number or your exact location, so you must be prepared to give them 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, Voz will automatically upgrade customers with basic 911 to E911 service. Voz will not give you notice of the upgrade.
Certain customers may not have access to either basic 911 or E911. Examples of situations where a customer may not have access to 911 include when there is a problem validating a customer's address, the customer is identified with an international location, or the customer is located in an area that is not covered by the landline 911 network. In addition, if you use a WiFi or SoftPhone, due to the portable nature of these Devices, your 911 calls may not be routed to the correct 911 center. You must register with VOZ the physical location where you will utilize your VOZ phone service for each phone line and/or phone number you have. And, if you move your device to another location, you must register your new location. Registration can be done online at any time via VOZ’s web interface. If you do not register your new location, any 911 call you make may be sent to an emergency center near your old location. You will register your initial location of use when you subscribe to the Service. This process can take several days.
911 Dialing service will not function in the event of an Internet, broadband or power outage, if your broadband ISP has suspended your service, or if your VOZ phone service has been terminated.
Please see our Terms of Service for more information about 911.
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