E911
Emergency Telephone Service
E911
Individuals in all areas of New York State can dial 9-1-1 to report emergencies and obtain appropriate law enforcement, fire fighting and emergency medical services, as well as other assistance.
Several factors can affect both a consumer’s ability to use 9-1-1 service and the public safety agency’s ability to automatically locate the caller. These factors may vary depending on:
- the caller’s location and
- the type of service they are using, i.e. traditional wireline, wireless, or cable/internet based Voice over Internet Protocol (VoIP) service.
The following information describes 9-1-1 for each type of service. The PSC strongly urges consumers to check with their service provider for specific information related to their particular type of service.
Traditional Wireline Service
Enhanced 9-1-1 (E9-1-1) service automatically provides the emergency services operator with the calling telephone number and the address where the call originated. While the address information is automatically provided, the caller will usually be asked by the emergency service operator to confirm their address, if possible, to ensure accuracy.
The Department of Public Service has worked with the wireline carriers and county governments to encourage the deployment and implementation of E9-1-1 service. Currently, E9-1-1 service is available to traditional wireline service customers throughout New York State with the exception of Hamilton County, where callers must verbally provide the operator with their name, address and telephone number.
The traditional wireline telephone network is powered by the service provider and, therefore, does not rely on an external power source to operate. During a commercial power outage, however, although the network may remain operable, consumers should be aware that cordless telephones, which do rely on an external power source, may not operate.
Wireless (Cellular) Service
Wireless (cellular) telephones are mobile and not associated with a specific fixed address or location. Emergency calls originating from wireless telephones are routed to an emergency services operator regardless of whether the caller subscribes to the wireless service provider serving that area. The Federal Communications Commission (FCC) requires wireless companies to provide caller location information on 9-1-1 dialed calls when requested by a state or local emergency authority.
While the level of service may vary, emergency responders in most areas of the State are generally able to determine the originating caller’s telephone number and the approximate location (generally within 400 feet) from where the wireless 9-1-1 call originates. There are some exceptions. If the caller is located in a multi-story building, the emergency responder may be able to determine the caller’s street address but will not be able to pinpoint the floor, apartment, or office of the caller. Also, if the caller is located in a particularly rural or mountainous area there may not be sufficient wireless facilities available to provide an approximate location to the emergency responders. In these instances and in some other areas, the wireless company cannot provide location information at all; it must come from the caller.
Note also that wireless service is not available in all areas of New York (particularly in the Adirondacks and Catskills) for a variety of reasons. Any questions regarding the ability of a wireless company to provide comprehensive 9-1-1 services in a specific location should be directed to the specific service provider.
Wireless telephones are battery operated so they must be recharged periodically in order to continue working. During a commercial power outage, as long as the wireless telephone is charged and the service provider’s network is operable, it can be used to make and receive calls. However, during extended power outages, battery recharging from an electrical outlet may not be possible, although an automobile accessory outlet can be used as a recharging option. Wireless telephone networks are designed to operate during commercial power failures on backup battery power and remote power generation, however, coverage may be degraded in certain areas where smaller facilities may not have backup power capability.
Cable-Based (Voice over Internet Protocol)Service
Cable-based Voice over Internet Protocol (VoIP) Service companies are capable of providing 9-1-1 and E9-1-1 service similar to traditional wireline providers. However, unlike wireline service, cable-based telephone service is dependent upon an external electrical power source and, therefore, may not operate if there is a power outage. Consumers should check with the cable-based service provider to determine what service limitations exist during commercial power interruptions.
Internet-Based (VoIP)Service
The Federal Communications Commission (FCC) adopted rules in 2005 which require all internet-based VoIP service providers that connect to the traditional telephone network to provide E9-1-1 capability as a standard feature. VoIP customers are required to register the geographic location where the service will be used with their provider so they can be located by emergency responders. Many VoIP providers permit their subscribers to use their service at any location where a broadband internet connection is available (this is known as “nomadic” VoIP service). E9-1-1 service may be available to nomadic service users if (and only if) they inform their service provider and update their geographic location information.
Power outages or other disruptions of internet service will generally curtail the ability to use the telephone service, unless battery backup is available at the location and the underlying broadband provider’s network remains operable. Battery backup units can usually be purchased either from the service provider, or from local merchants. Problems with the computer, broadband connection, or internet equipment may also affect the ability to make and receive calls.
