Last Updated: July 14, 2026

Important Information Regarding 9-1-1 / E911 Service in IP Telephony

ComUnik provides access to 9-1-1 emergency services through its Voice over IP (VoIP) platform. Depending on the type of service, account configuration, and the user's location, access to emergency services may differ from traditional 9-1-1 service or Enhanced 9-1-1 (E911) service provided over a conventional telephone line.

Enhanced 9-1-1 (E911) service normally allows certain information to be automatically transmitted to emergency responders, including the caller's telephone number and a registered service address. However, in a VoIP environment, technical limitations may affect the transmission or accuracy of this information. Users should carefully review the limitations described below.

How 9-1-1 Service Works

When a user dials 9-1-1, the call is routed to the appropriate emergency response center to obtain assistance from police, fire, or ambulance services.

Depending on the type of VoIP service being used, the emergency response center may not automatically receive all location information normally associated with a traditional telephone service. In certain situations, users may be required to verbally confirm their location in order to allow emergency responders to be dispatched correctly.

Limitations of 9-1-1 Service

1. Dependence on Electrical Power

VoIP telephone service requires a functioning power source.

In the event of a power outage, IP phones, routers, network switches, wireless access points, or other equipment required to operate the service may become inoperable, preventing access to 9-1-1 emergency services.

2. Dependence on Internet Connectivity

9-1-1 service provided through a VoIP platform depends on a functioning Internet connection.

An Internet outage, network congestion, or interruption by the Internet Service Provider may prevent access to emergency services or otherwise affect their operation.

3. Registered Service Address

E911 service generally relies on a registered service address associated with the telephone account. This address is provided during service activation and serves as a reference for emergency responders when available.

It is the customer's responsibility to ensure that this address remains accurate and up to date. If a device is moved to another location or the service is used from a different address without updating the account information, the location information available to emergency responders may be inaccurate.

4. Location Confirmation During a 9-1-1 Call

When placing a 9-1-1 call, users should be prepared to immediately provide:

  • Their exact address or location;
  • Their telephone number;
  • The nature of the emergency.

Even when E911 service is available, the emergency dispatcher may request verbal confirmation of this information.

5. Potential Routing Delays

Under certain circumstances, a 9-1-1 call made using a VoIP service may be processed differently than a call made using a traditional telephone service. As a result, there may be additional delays before the call reaches the appropriate emergency response center.

6. Multiple Users

The account holder is responsible for informing employees, colleagues, visitors, and any other authorized users of the telephone system about the limitations associated with VoIP-based 9-1-1 service.

Safety Recommendations

ComUnik recommends that users:

  • Keep their registered service address accurate and up to date;
  • Maintain an alternative means of contacting emergency services, such as a mobile phone;
  • Use an uninterruptible power supply (UPS) for critical equipment where appropriate;
  • Ensure that all users of the system understand the characteristics and limitations of VoIP-based 9-1-1 service.

Limitation of Liability

ComUnik makes reasonable efforts to ensure the availability of its VoIP services and access to 9-1-1 emergency services. However, ComUnik cannot guarantee uninterrupted service availability under all circumstances.

Without limiting the foregoing, interruptions or limitations may occur due to:

  • Power outages;
  • Internet service interruptions or failures;
  • Failures affecting telecommunications networks or third-party infrastructure;
  • Force majeure events;
  • Incorrect, incomplete, or outdated location information provided by the customer.

The customer acknowledges and understands the limitations inherent to VoIP technology and agrees to use the service accordingly.

Questions or Updating Your Service Address

For questions regarding the operation of 9-1-1 service or to update your registered service address, please contact ComUnik:

Customer Acknowledgement

By using ComUnik's VoIP services, the customer acknowledges that they have read and understood this policy and the limitations applicable to 9-1-1/E911 service in a VoIP environment.