Vonage and 911

I have Vonage and generally like it pretty well. Call quality is generally good, and their web-based dashboard is a slick way to keep track of missed calls, voicemails, and so on. However, a question from a former co-worker got me to thinking– he asked how Vonage handles 911 calls. The answer is a little scary– they route 911 calls to the local public safety answering point (PSAP) if you tell Vonage where their phone box is (so they have the physical address) and if you activate that line for 911. Fair enough, I suppose. The scary part is that your 911 call goes to the standard number at the PSAP, not the dedicated 911 lines that are answered 24/7. In Perrysburg’s case, that means that the call would go to the police non-emergency number. Since we’re a small city, that’s probably OK because the call volume is fairly low, but for a larger city that might not be so great. Vonage explains all this in their terms of service, but not as prominently as I might like. For us, it’s OK because we’ve also got two wired lines and two cellphones in the house, but this would definitely be a showstopper for using Vonage as a single-phone solution.

The terms of service say:

2.2 Description of 911-Type Dialing Capabilities – Activation Required
Vonage does offer a 911-type dialing service in the U.S. (but may not offer such service in Canada) that is different in a number of important ways from traditional 911 service. You acknowledge and understand that 911-type dialing is NOT automatic. You must successfully activate the 911 dialing feature by following the instructions from the “Dial 911” link on your dashboard. You acknowledge and understand that you cannot dial 911 from this line unless and until you have received a confirming email. Once you have received a confirming email that 911 dialing has been successfully activated, you may dial 911 as needed. When you dial 911, your call is routed from the Vonage network to the Public Safety Answering Point (PSAP) or local emergency service personnel designated for the address that you listed at the time of activation. You acknowledge and understand that when you dial 911 from your Vonage equipment it is intended that you will be routed to the general telephone number for the PSAP or local emergency service provider (which may not be answered outside business hours), and may not be routed to the 911 dispatcher(s) who are specifically designated to receive incoming 911 calls using traditional 911 dialing. Vonage relies on third parties for the forwarding of information underlying such routing, and accordingly Vonage and its third party provider(s) disclaim any and all liability or responsibility in the event such information or routing is incorrect. As described herein, this 911-type dialing currently is NOT the same as traditional 911 or E911 dialing, and at this time, does not necessarily include all of the capabilities of traditional 911 dialing. Neither Vonage nor its officers or employees may be held liable for any claim, damage, or loss, and you hereby waive any and all such claims or causes of action, arising from or relating to 911 dialing unless it is proven that the act or omission proximately causing the claim, damage, or loss constitutes gross negligence, recklessness, or intentional misconduct on the part of Vonage. You agree to indemnify and hold harmless Vonage and its third party provider from any claim or action arising out of misroutes of 911 calls, including but not limited to your failure to follow correct activation procedures for 911 calling or your provision to Vonage of incorrect information in connection therewith.