E911 Notice for VoIP Service

Read this before you rely on TCSS for 911. 911 dialing over VoIP service works differently than a traditional landline. Please review this entire notice, keep your registered service address current at all times, and make sure everyone at your location understands these limitations.

1. VoIP 911 Works Differently Than a Landline

A traditional copper landline is tied to a fixed wire at a fixed address, so 911 automatically knows where you are calling from. TCSS service runs over the internet and can, in principle, be used from any location with a compatible connection — which means the 911 system has no independent way to know where you actually are. Instead, TCSS routes your 911 call and sends emergency responders the street address you have registered with us for that line, extension, or device (your “Registered Location”). If that address is wrong, out of date, or missing, 911 dispatch may send help to the wrong place — or may not be able to identify your location at all.

2. Your Registered Address Is Your Responsibility

You must provide an accurate Registered Location when you activate service, and you must update it before you move a phone, ATA, or softphone to a new address — including moving a desk phone to a different office, a different floor, a different building, or a different city. This applies whether you are relocating an entire office or simply moving one handset from one room to another within a multi-location account.

How to update your address

• Log in to the customer portal and update the location for the affected line or extension, or
• Contact TCSS support at 1-855-TCSS-INC or sales@tcss.io and we will update it for you.

Treat an address update like a safety update, not paperwork — do it the same day you move a phone, before anyone dials 911 from the new location.

3. Power and Internet Outages

TCSS service requires electrical power and a working internet connection at your location. Unlike a traditional landline, which can often draw power from the phone network itself, your VoIP phones, adapters, and internet equipment will stop working if the power goes out — unless every piece of that chain (router, modem, phone, and any battery backup) is on an uninterruptible power supply. If your internet service is down for any reason, including an outage at your internet provider unrelated to power, calls — including 911 calls — cannot be placed or received over the affected line until service is restored.

We strongly recommend keeping a battery backup for your router/modem and phone equipment, and keeping a fully charged cell phone on hand as a backup way to reach 911 during any outage.

4. Multiple Locations, Softphones & Mobile Apps

If your account spans multiple offices, each physical location needs its own accurate Registered Location for the extensions physically present there. A softphone app or a desk phone carried between locations only reports 911 correctly if you update its Registered Location every time it moves. If you or an employee uses a TCSS softphone app while traveling, 911 dispatch will see whatever address is currently registered for that app — which may not be where you actually are. When in doubt, use a cell phone for 911 while away from a registered location.

5. Testing Your Setup

Do not call 911 to test your service. Where your carrier route supports it, dialing 933 will read back the address currently on file for that line — a safe way to confirm your Registered Location is correct after an office move or a new install. Ask TCSS support if 933 readback is available for your line.

6. What Happens When You Dial 911

A 911 call from a TCSS line is routed to the local emergency dispatch center associated with your Registered Location, along with that address and your callback number, in accordance with applicable E911 regulations. Stay on the line — dispatchers may need to confirm your location verbally, especially if any doubt exists about the address on file.

7. Acknowledgment

By activating TCSS service, you acknowledge that you have read this notice, understand the limitations of VoIP 911 described above, and accept responsibility for keeping your Registered Location current. TCSS provides written notice of these limitations at the time of sign-up and after any change to your Registered Location, as required by FCC rules governing interconnected VoIP 911 service.

8. Questions or Help Updating Your Address

Contact TCSS any time at 1-855-TCSS-INC or sales@tcss.io to update your Registered Location or ask questions about how 911 works on your account. See also our Terms of Service and Privacy Policy.