Important Information Regarding Use Of Your TEC SIP or VoIP 911 Service

911 Service from TEC is designed to allow you to reach emergency response services by dialing the digits 911. TEC provides 911 Service to all of its customers as a standard, mandatory feature. You do not need to specifically request 911 Service. However, TEC's SIP or VoIP 911 Service operates differently than traditional 911 service and there may be circumstances when TEC's SIP or VoIP 911 Service may not be available or may be limited in some way in comparison to traditional 911 service.

We have prepared for you our SIP or VoIP 911 User Guidelines designed to provide you with some helpful information to assist you with using TEC's SIP or VoIP 911 Service and some important information to utilize when calling 911 from TEC's SIP or VoIP Service:

  • Always inform all persons who may be present at the physical location (i.e., "Registered Location") where you use TEC's SIP or VoIP Service of the circumstances under which 911 may not be available or may be limited in comparison to traditional 911 service.
  • Be prepared to provide the emergency operator with the physical address and phone number where you are calling from, Location Address.
  • Be sure to keep your Registered Location current and updated with TEC at all times. TEC will attempt to provide the emergency operator with the address of your Registered Location, so please ensure that your information on file with us is always accurate and updated. If you cannot provide the emergency operator with the address and phone number you are calling from (for example, if you are unable to speak during a 911 call), the emergency operator may assume that you are calling from the last Registered Location that is on file.
  • If, for any reason, your Registered Location should change, please immediately update it by contacting customer service. Please be aware that there may be a delay before your updated Registered Location is available for TEC's 911 Service.
  • Always prominently display the "911 stickers" on all of your SIP or VoIP phones and calling devices. These 911 stickers were provided to you by TEC when you purchased your phone.
  • When you dial 911, always be prepared to confirm your current location and call-back number with the 911 operator who answers your call, since the operator may not have this information.
  • Do not hang up on the 911 operator unless you are told to do so by the operator.
  • If, for any reason, you are disconnected with the 911 operator, please immediately re-dial 911.
  • If you are located outside of the United States, 911 service is not available using TEC's SIP or VoIP Service.
  • Remember that 911 may not be available during a power outage. Please make alternative 911 dialing arrangements by, for example, ensuring you always have a mobile or other phone available.
  • Remember that 911 will be unavailable during an Internet outage. Please make alternative 911 dialing arrangements by, for example, ensuring you always have a mobile or other phone available.
  • Visit our website often to keep up-to-date of any potential limitations or changes regarding our SIP or VoIP service and the utilization of TEC's SIP or VoIP 911 Service.
  • If you place a 911 call from Communicator by TECFlex, our mobile app, it will attempt to make the call using the native cell phone dialer subject to availability and coverage limitations. 911 calls cannot be made from tablet devices at any time.
  • TEC offers battery backup units for installation in your home or business for coverage during power outages.  Not all customers need a battery backup unit, especially if you have a charged, reliable cell phone.
  • Customers with medical concerns, a home medical alert system, or a home monitoring or security system will find having a battery backup unit important.
  • Battery backup units allow you to continue to use your home voice services during a power outage by automatically starting once your power goes off.
  • A corded, landline phone will be required to connect to your battery backup unit.
  • The size of battery backup unit you need will be based on the size of your system. The units offered by TEC will have an expected battery length of 8-hours.  Please contact customer service to see which unit is best for you.
  • Actual battery duration will depend on several factors, such as whether the unit was completely charged at the time of the outage, whether any usage takes place during the outage, and whether the battery is stored according to the manufacturer's suggested conditions. Such conditions may vary depending on the unit purchased. Please contact customer service to see what unit is best for you.
  • TEC battery backup units will be sold directly to the subscriber. All maintenance, battery replacement, disposal, etc., will be the responsibility of the subscriber.
  • Battery backup units will be installed by a TEC professional (fees may apply).
  • The manufacturer's warranty will apply to each battery backup unit purchased.
  • Battery backup units will not power your Internet, television, or cordless phones. They will not power your home-security or health-monitoring systems, but will provide the communication services needed for your security and health-monitoring systems to transmit data.

For more information about interconnected SIP or VoIP and using 911 you may visit the FCC's VoIP 911 website at www.fcc.gov/VoIP.