Emergency Calling Information

Access to 999 and 112

Calls to the UK emergency services can be made through HostedVoip4business by dialling 999 or 112.

Emergency calls are not charged. They should only be made where emergency assistance is genuinely required.

Internet and power dependency

HostedVoip4business is an internet-based telephone service. It depends on working mains power, broadband or another suitable internet connection, and functioning local equipment.

Calls, including calls to 999 and 112, may not work where:

• there is a power cut at the premises;
• the broadband or internet connection has failed;
• the router, network switch, firewall, telephone, computer or other required equipment is switched off or unavailable;
• the local network is incorrectly configured or congested;
• the service, device or application cannot connect;
• equipment batteries or backup-power systems have run out.

Unlike some traditional telephone lines, a VoIP service does not necessarily continue working during a power cut unless suitable backup arrangements are in place.

Your registered service address

Emergency services may receive location information associated with the telephone number or service. This information may be based on the address recorded for the service rather than the caller’s actual location at the time of the call.

The account holder must provide an accurate service address and tell us promptly when:

• the service is installed at a new premises;
• the business moves;
• a number or user is permanently reassigned to another location;
• the address previously supplied is incomplete or incorrect;
• any other change makes the recorded location inaccurate.

Out-of-date or inaccurate address information could delay emergency assistance or direct responders to the wrong location.

Using the service from another location

Hosted VoIP phones and applications can often be used away from their usual premises. This portability creates an important emergency-calling limitation.

When a phone, softphone or application is used from another office, a home address, a hotel, a temporary workplace or while travelling, the location information available to emergency services may still relate to the registered service address.

Equipment and configuration

Emergency calling depends on the service and local equipment being installed and configured correctly.

Customers must not:

• block or restrict 999 or 112 through local dial plans, firewalls, telephone systems or other equipment;
• change number presentation, routing or account settings in a way that may interfere with emergency calls;
• connect unsupported equipment that prevents calls from completing;
• remove power or internet connectivity from the service without maintaining another means of emergency communication.

Any local system used to control outbound calling should permit 999 and 112 from all devices that may reasonably need emergency access.

Service outages and maintenance

Emergency calling may be unavailable during an internet outage, power failure, equipment fault, planned maintenance or an unexpected service disruption.

Where we become aware of a material issue affecting emergency calling, we will take appropriate steps to investigate and restore the service. Customers should not wait for the VoIP service to return before seeking emergency assistance through another available method.

Keep an alternative way to make emergency calls

Customers should maintain a separate and readily available way to contact the emergency services if HostedVoip4business is unavailable.

Depending on the premises and users, this may include:

• a charged mobile phone with network coverage;
• another telephone service that does not rely on the same broadband connection or local power supply;
• suitable battery backup for essential network and telephone equipment;
• documented emergency procedures for staff and visitors.

An alternative method should not depend on the same single point of failure as the VoIP service.

Responsibilities of business customers

The account holder is responsible for making sure that employees, contractors, temporary staff and other users understand the emergency-calling limitations of the service.

Businesses should:

• display clear emergency-calling instructions where appropriate;
• identify locations where mobile coverage is weak or unavailable;
• maintain backup-power and alternative-calling arrangements where required by their risk assessment;
• include VoIP failure in business-continuity and emergency plans;
• review arrangements when premises, connectivity, equipment or working practices change;
• take particular care where a user may be vulnerable or especially dependent on reliable telephone access.

Do not make test calls to 999 or 112

Do not call 999 or 112 simply to test the service, check caller-location information or confirm that a device is working. Unnecessary calls can occupy emergency resources.

For help checking your configuration or discussing emergency-calling arrangements, contact us through the support form.

Updating your address or service information

Tell us promptly when the registered service address or intended location of a number changes.

Address updates may require processing before revised information is available throughout the relevant systems. Continue to state your current location clearly during every emergency call.

Questions about emergency calling

Contact us if you need help understanding emergency-calling access, registered-address information, remote use, backup arrangements or local equipment configuration.