911 Information

911/E911 Service is an important feature of the Internet Phone Service from Clearwire. Our goal is to offer our Internet Phone Service customers reliable access to 911 services in times of emergency, but it is important for all customers to understand the difference between traditional 911 service and the availability of 911 service on any VoIP network.

Traditional 911 Service

911 is the official national emergency number in the United States. Dialing 911 quickly connects you to a Public Safety Answering Point (PSAP) dispatcher trained to route your call to local emergency medical, fire, and law enforcement agencies. Some service operators can offer Enhanced 911 (E911) which offers the additional assurance of being able to identify the telephone number and location of the 911 call automatically. This additional identification provides the added security of knowing the caller’s location, assisting the caller in the case where the caller does not know the address or cannot relay the information to the dispatcher.

Clearwire 911/E911 Capability

All Clearwire Internet Phone Service customers are required to register their service location address before activation of the service. When a customer dials 911, we will use the address you provided to determine the appropriate emergency response center and then send your 911 calls to that center.

Key Differences:

• Required Registration: Clearwire requires a unique registration of your service location address at time of order entry. Any customer address that cannot be validated will not be offered Clearwire Internet Phone Service. Customers also must acknowledge they understand the limitations of Clearwire’s 911/E911 before Clearwire Service is activated.
  
  
• Moves or change of address: If you move your device to a different location you must update your 911 address information. Please note that any changes may take 3-5 business days to complete. During this update period 911/E911 may not function properly. If Clearwire cannot provide 911/E911 at the new location, your service will be disconnected or discontinued. You will receive a confirmation email notifying you that 911 address has been updated.
  
  
• Power Outages: Clearwire Internet Phone Service is dependent upon a constant power source, therefore, during any electrical power outage, your Clearwire Internet Phone service including 911/E911 will not be available.
  
  
• Network Outages: Clearwire Internet Phone Service is dependent upon a Clearwire high-speed Internet connection, therefore, any outage or interruption of your Internet connection will affect your phone service including the ability to dial 911.
  
  
• Busy Signal: Like traditional 911/E911 service, it is possible for "all lines to be busy," or for "circuits to be full” at the time of a 911 call. This is especially true during any natural disaster or mass emergency events such as hurricanes, earthquakes, or other public warnings. 911 calls may receive a busy signal, recorded message or be routed to an alternative public safety answering point. Although rare, 911 systems are not immune from outages, database failures, inclement weather and human error.

It is important for customers to understand that the availability of 911/E911 capabilities in the Clearwire Internet Phone Service may be delayed or disrupted by power failures, unavailability of connections or lack of access to public safety locations, or delays in moving or establishing your phone number. The Clearwire Internet Phone Service differs from traditional phone service in that the availability of 911/E911 features may be delayed or disrupted if your Internet connection slows or is interrupted, your Clearwire Internet Phone Service is disconnected for non-payment, or a service outage occurs for any other reason.