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Powered By Plum: E911 Disclosure

PLEASE READ THIS DISCLOSURE CAREFULLY

The following sets forth the mobile service provider’s (“Provider”, “we”, “us”, “our”) 911 and E911 Disclosure (“Disclosure”) to its customers (“you” or “your”) when using voice over Wi-Fi. 

The purpose of this Disclosure is to inform you of the limited 911 and E911 access capabilities available when using “Wi-Fi Calling,” the ability to place and receive calls and messages over a Wi-Fi network connection.  Wi-Fi Calling is a feature available on only certain capable devices when connected to a functioning Wi-Fi network.  For example, availability of Wi-Fi Calling may vary depending on the device manufacturer’s settings.  You must set up Wi-Fi Calling through Provider.  

This disclosure explains the limits of 911 emergency calling using Wi-Fi Calling as compared to the 911 access capability available with traditional telephone services (wireless or wired) including the traditional wireless telephone services offered by Provider on Provider’s supplier’s network.  It is important that you understand how these differences affect your ability to access 911 and E911 services. If a Wi-Fi network connection is lost during a call, any call may disconnect.  We ask that you carefully read this Disclosure. If you have any questions or concerns about the information contained in this notice, or if you do not understand anything discussed in this notice, please contact your Provider or Provider’s customer support. 

YOU MUST PROVIDE PROVIDER WITH THE MOST RECENT INFORMATION IDENTIFYING YOUR PHYSICAL LOCATION (YOUR “REGISTERED LOCATION”) WHEN SETTING UP WI-FI CALLING.  THIS REGISTERED LOCATION CANNOT BE A P.O. BOX.  IF YOU FAIL TO PROVIDE AND UPDATE YOUR REGISTERED LOCATION, EMERGENCY PERSONNEL MAY NOT BE ABLE TO ASSIST YOU.  FAILURE TO PROVIDE OR UPDATE YOUR REGISTERED LOCATION MAY PREVENT EMERGENCY SERVICES FROM BEING PROPERLY ROUTED TO YOUR PHYSICAL LOCATION. 

When you dial 911 using the Wi-Fi 911 Service from your phone, handset, device, SIM card, data card, or other equipment or third party device used with Wi-Fi Calling (“Device”), your call is routed from Provider’s supplier’s network to the Public Safety Answering Point (PSAP) or local emergency operator designated for the address that you listed at the time you set up Wi-Fi calling on your Device. You acknowledge and understand that when you dial 911 from Device while utilizing the Wi-Fi 911 service, it is intended that you will be routed to the general telephone number for the PSAP or local emergency service provider (which may not be answered outside business hours in some areas), and may not be routed to the 911 dispatcher(s) who are specifically designated to receive incoming 911 calls using traditional 911 dialing. You acknowledge and understand that there may be a greater possibility that the general telephone number for the local service provider will be dropped, will produce a busy signal and/or will take longer to answer, as compared to those 911 calls routed to the 911 dispatcher(s) who are specifically designated to receive incoming 911 calls using traditional 911 dialing. Provider relies on third parties for the forwarding of underlying routing information, and Provider and its third party provider(s) therefore disclaim any and all liability or responsibility in the event such information or routing is incorrect. You may update your Registered Location at any time through your Device’s Wi-Fi calling preferences. If you need additional assistance, please contact your Provider or Provider’s customer support.

PROVIDER’S WI-FI 911 SERVICE WILL NOT OPERATE IF YOUR WI-FI CONNECTION IS DISRUPTED. You acknowledge and understand that service outages or termination of service by your broadband provider and/or ISP or by Provider will prevent you from using Provider’s Wi-Fi calling service, including the Wi-Fi 911 Service. A service outage for any reason other than suspension of service will prevent you from using Provider’s Wi-Fi calling service, including the Wi-Fi 911 Service. Once your Wi-Fi connection and/or Wi-Fi calling service has been restored, you may be required to reset or reconfigure your Device and all other equipment before you will be able to use Provider’s Wi-Fi calling service to contact 911 and E911 services.

EMERGENCY PERSONNEL MAY NOT BE ABLE TO IDENTIFY YOUR PHONE NUMBER IN ORDER TO CALL YOU BACK WHEN USING THE WI-FI 911 SERVICE. You understand and acknowledge that it may not be possible for the Public Safety Answering Point (PSAP) and the local emergency personnel to identify your phone number when you dial 911 using the Wi-Fi 911 Service. Provider’s system is configured in most instances to send the automated number identification information; however, one or more telephone companies route the traffic to the PSAP. The PSAP itself must be able to receive the information and pass it along properly, and the PSAPs may not be technically capable of doing so on a consistent basis. You acknowledge and understand that PSAP and emergency personnel may not be able to identify your phone number in order to call you back if the call cannot be completed, is dropped or disconnected, or if you are physically unable to tell them your phone number, and/or if your Wi-Fi 911 Service is not operational for any reason other than suspension of service.

WI-FI 911 SERVICE CALLS MAY BE DELAYED OR DROPPED DUE TO NETWORK ARCHITECTURE. You understand and acknowledge that, due to technical constraints, there is a greater possibility of network congestion, busy signals, dropped calls, delayed connection, and/or reduced speed in the routing of a 911 call made utilizing the E 911 Service as compared to traditional 911 dialing over traditional public telephone networks. 

IN ADDITION, YOU SHOULD MAINTAIN ALTERNATE MEANS OF CONTACTING 911 AND E911 SERVICES, SUCH AS BY USING A TRADITIONAL PHONE (WIRED OR WIRELESS) WITHOUT WI-FI CALLING. You acknowledge that Provider does not offer primary line or lifeline services. You should always have an alternative means of accessing emergency response services using traditional 911 or other emergency notification services.