911 Service Advisory

• Moving a phone or using it somewhere else. A 911 call sends the dispatcher the address registered for that phone, not where the phone actually is. If a desk phone is moved, or the softphone, desktop or mobile app is used away from its registered address, responders may be sent to the wrong place. Update the registered address before you move a phone.
• Using a number from another area. If your phone number belongs to a different area than where you are (a non-native number), a 911 call can be routed to the wrong emergency center or arrive without a usable location unless your registered address is correct and current.
• Internet outage. Hey Quad needs a working internet connection. If your broadband connection fails or is too slow or congested, you cannot make any calls, including 911.
• Power outage. Hey Quad needs electrical power at your location. If the power goes out, your phones, modem and router stop working and you cannot call 911 unless they have backup power.
• Delay before a new or changed address is available. After you add or change an address, it takes time to reach the 911 location database. Until it does, a dispatcher may not receive your address. Check that the address shows as ready in Settings › Emergency before relying on it.
• Suspended or cancelled service. If your account is suspended (for example, for non-payment) or your service ends, 911 calling may not be available.
• Other circumstances. A failure or misconfiguration of your equipment, our network or our carrier, or an emergency center that cannot receive location data, may also prevent a 911 call or limit the information the dispatcher receives.

• Keep a correct, current registered address for every phone, and update it before any phone is moved to a new location.
• Tell everyone who uses your phones about these limits, and put a 911 warning label on or near every desk phone and device you use with Hey Quad.
• Keep another way to reach 911 available, such as a mobile phone with cellular service, especially during a power or internet outage.
• Never dial 911 to test your service. Use the 933 test described in Settings › Emergency.

Hey Quad lets anyone dial 911 directly, with no prefix; it alerts the contacts you set up in Settings › Emergency whenever someone dials 911; and it sends the registered address for the phone with each 911 call (Kari’s Law and RAY BAUM’S Act).

You manage your registered addresses, your 911 alert contacts and your 911 labels in Settings › Emergency in your Hey Quad console.

Before your service starts, the account owner is asked to confirm: “I have read and understand the 911 Service Advisory, including the circumstances in which 911 calls may not work or may be limited, and that I must keep the registered address for every phone current.” We keep a record of who acknowledged, when, which version, and from where.

Every phone and device used with Hey Quad needs a 911 warning label. Print the label sheet from Settings › Emergency; phones we ship to you arrive labelled. The label reads: “911 WARNING: This is an internet phone. 911 may not work during a power or internet outage, if this phone has been moved, or if service is suspended. Keep its registered address current. Tell the dispatcher your location.”

If you have questions about 911 on your account, contact us at [email protected]. The FCC explains VoIP 911 at fcc.gov.