911 and E911.
Matrix Telecom customers have access to Enhanced 911 (E911), basic 911 or our national emergency call center. With E911 service, when you dial 911 your Matrix Telecom phone number and registered address is sent to the local emergency center serving your location, and emergency operators have access to this information in order to send help and call you back if necessary. With basic 911, when you dial 911, local emergency operators answering the call may not see your Matrix Telecom telephone number or your registered address. The emergency center may not be equipped to receive, capture or retain your Matrix Telecom telephone number and registered address, 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 dropped or disconnected, or if you are unable to speak. Once local emergency centers are capable of receiving our customers' information, we automatically upgrade customers with basic 911 to E911 service.
If you do not have access to either basic 911 or E911 for any reason, your 911 call will be sent to the Matrix Telecom national emergency call center, where a trained agent will ask for your name, telephone number, and location, and then transfer you to the local emergency center nearest to your location.
Because VoIP Customers can move their VoIP phone between locations and because, for technical reasons, the emergency operator may not have their name, location or contact information available, VoIP Customers must immediately inform the emergency operator of their location and contact particulars any time they call 911. Until Customers are told to do so by an emergency dispatcher, VoIP Customers must not disconnect their 911 call. If a Customer is inadvertently disconnected, they must call back immediately.
Your phone service (including 911 service) depends not only on your continued subscription (and payment) for the service but also power and equipment function. There are certain circumstances in which Emergency 911 service will not function properly or be available, including without limitation (a) any loss of power to the system, equipment or a particular telephone device, (b) the telephone device to which a particular number has been assigned is moved to another location or area from where it was originally installed and registered (the Matrix Telecom Residential and Small Business Service does not cover “nomadic” devices unless Customer has subscribed to a VoIP Service – see the current ImpactConnect VoIP Service Schedule), and (c) there is an outage, degradation or other disruption to Customer’s telephone or broadband connection. Matrix Telecom may make available to Customer stickers that may be placed on telephone equipment alerting users of the above limitations, and Matrix Telecom recommends Customer places them on each device that may be used to make calls. Also, any Service that does not include local service will not include Emergency 911 service.
If your service is disconnected or suspended due to non-payment, you may experience a failure, disruption or delay in your 911 service.
In addition, VoIP phone service depends on Internet connectivity. In the event of Internet outages (including congestion) you may experience a failure, disruption or delay in your 911 service. For a complete description of our VoIP 911 service, please see our ImpactConnect VoIP Service Schedule here.
You must notify members of your household and other potential users of your VoIP phone service of the nature and limitations of 911 emergency calls.
Limitation of Liability:
These Terms limit and disclaim liability related to 911 service, so please read these Terms carefully.