VOIP users urged to check on 911 service
Sat May 17, 2008

By: By Jeff Mitchell

DURHAM -- Internet telephone customers are being advised to check with their service providers to be sure they'll have instant access to the 911 emergency response system.

"My advice would be to investigate what services they provide," said Theresa Virgin, 911 manager with Durham police.

"(Customers) need to investigate the provider before they subscribe."

Durham police issued the reminder after reports of an infant dying when the service provider for a Voice Over Internet Protocol (VOIP) phone user directed emergency personnel to the subscriber's previous home; the caller was in Alberta but an ambulance was sent to an address in Ontario, according to reports.

While the chance of such a mix-up occurring is rare -- it's most likely when a caller is unable to speak to a 911 operator or the phone signal is interrupted -- it does exist, Ms. Virgin said.

Other concerns with VOIP phones are inability to access 911 services during power outages or Internet interruptions and an absence of interpreters, police said.

Durham police handle hundreds of 911 calls a day -- there were 133,944 in 2007 -- but rarely encounter serious problems related to phone providers, Ms. Virgin said.

"There hasn't been a serious issue," she said. "There have been issues but we're not talking about life-threatening issues."