911 Emergency Services
Disclosure

Important information about how 911 calling works with ChatterBox. Please read carefully and share with your household.

Last Updated: April 2026

Why This Matters

ChatterBox phones use Voice over Internet Protocol (VoIP) technology. The FCC requires us to explain how 911 service may differ from traditional landline service. Understanding these differences can help keep your family safe in an emergency.

When 911 Will NOT Work

You will NOT be able to call 911 from your ChatterBox phone if:

Your power is out (and you have no battery backup)
Your internet service is down
Your phone is unplugged or powered off
Your account is suspended for non-payment
There is a service outage on our network
Your router/modem has failed or restarted

Always keep a backup method to call 911, such as a charged cell phone. Any cell phone can dial 911, even without active service.

Your Address Must Be Correct

When you call 911 from your ChatterBox phone, we send your registered address to the local emergency call center (called a PSAP, or Public Safety Answering Point). This allows emergency responders to find you.

Your responsibility: You provided your service address when you set up your phone. If you move your phone to a different address or if your address was entered incorrectly, emergency responders may be sent to the wrong location.

To update your address, log into your account or contact ChatterBox phone support. Address changes may take up to 24 hours to process. Do not rely on 911 until your address update is confirmed.

Do Not Move Your Phone Without Updating Your Address

Your ChatterBox phone is registered to one specific address. If you take the phone to another location - such as a vacation home, grandparents' house, or anywhere else - 911 might NOT send emergency responders to your actual location. They will be dispatched to your registered address instead.

If you need to use your phone at a different location, you must update your service address first and wait for confirmation before relying on 911 at the new location.

911 Requires Power and Internet

Unlike traditional landlines, VoIP phone service requires both electricity and an internet connection. If your power goes out, your internet goes down, or your phone loses its connection, you will not be able to call 911.

We Recommend

Keep your internet equipment (modem, router) and phone on a battery backup (UPS) so you can still make calls during brief power outages. This is your responsibility to set up and maintain.

Have a Backup Plan

Keep a charged cell phone available as a backup way to reach 911. Any cell phone, even one without active service, can dial 911.

911 Alert Notifications

ChatterBox includes a 911 Alert feature. When any phone on your account dials 911, we automatically send a text message notification to your designated emergency contact (such as a parent's cell phone) to let them know a 911 call was placed.

This is especially helpful for families with children - you'll be notified if anyone calls 911 from your ChatterBox phone, even if you're not home.

You can configure your 911 Alert text message contact in your phone line settings. We highly recommend using this feature.

How 911 Calls May Differ

Your 911 call may differ from traditional landline 911 in these ways:

Routing

Your call may be routed to a general emergency line rather than the dedicated 911 dispatch center.

Location

If you move your phone without updating your address, or if there are technical issues, the emergency center may receive incorrect or no location information.

Delays

Internet-based calls may experience brief delays or quality issues due to network congestion.

What To Do When Calling 911

Always be prepared to state your location and phone number clearly. Even if you believe your address has been transmitted, confirm it with the operator. If you cannot speak, the operator may not be able to dispatch help or call you back.

Stay on the line until the operator tells you to hang up. If you are accidentally disconnected, call back immediately.

Emergency Callback Window

If your 911 call is disconnected or you hang up, emergency services may attempt to call you back. For two hours after any 911 call, all incoming calls will ring through to your phone, even if you have call blocking or other restrictions enabled.

This 2-hour callback window ensures emergency responders can reach you. During this time, your phone will accept calls from any number regardless of your normal call settings.

Service Interruptions

911 service may be unavailable during any service outage, whether caused by power failure, internet disruption, equipment malfunction, or service suspension. After any outage, your phone equipment may need to restart or reconnect before 911 is available again.

Your Responsibilities

As a ChatterBox customer, you are responsible for the following:

Provide an accurate physical address during setup (not a P.O. Box)
Update your address immediately if you move the phone
Inform all household members, babysitters, and guests about these 911 limitations
Maintain a backup method of reaching emergency services (such as a cell phone)
Consider using battery backup on your phone and internet equipment
Configure your 911 Alert emergency contacts in your account settings

Acknowledgment

By using ChatterBox phone service, you acknowledge that you have read and understand this 911 disclosure. You understand the potential limitations of 911 service and agree to inform others who may use your phone.

You should always maintain an alternative way to contact emergency services.

Questions?

Our support team is here to help.

support@chatterboxphone.com