911 & E911 Disclosure
911 & E911 Disclosure
Powered by Excess Telecom, Inc.
Your Flex Mobile Service is provided by Flex Mobile, Inc., including its affiliates, assigns, and agents (“Flex Mobile,” “we,” “us,” or “our”).
The purpose of this disclosure is to inform Flex Mobile customers of any differences between the 911 and E911 access capabilities available with Flex Mobile Wi-Fi calling service (the “Wi-Fi 911 Service”) compared to the 911 and E911 access capability available with traditional wired telephone service. It is important that you understand how these differences affect your ability to access 911 and E911 services. Please carefully read this disclosure. If you have any questions or concerns about the information contained in this notice, or if you do not understand any part of this notice, contact Flex Mobile’s Customer Service Department at [Customer Service Number].
THE WI-FI 911 SERVICE MAY NOT OPERATE DURING A POWER OUTAGE.
You acknowledge and understand that the Wi-Fi 911 Service does not function during power failures or disruptions. If there is an interruption in power at your Wi-Fi location, the Flex Mobile Wi-Fi calling service, including the Wi-Fi 911 Service, will not function until power is restored. In some cases, a power failure or disruption may require you to reset or reconfigure your equipment to use the Flex Mobile service, including the Wi-Fi 911 Service. We strongly recommend that customers have all equipment connected to a long-lasting UPS system, maintain a landline at their premises, and have a backup or redundant Internet connection. You are responsible for providing an uninterruptible backup power supply if you want to ensure the continued operation of electrical equipment in the event of a power outage.
THE WI-FI 911 SERVICE WILL NOT OPERATE IF YOUR WI-FI CONNECTION IS DISRUPTED.
You acknowledge and understand that service outages or terminations by your broadband provider, ISP, or Flex Mobile will prevent you from using the Wi-Fi 911 Service. If your Wi-Fi connection is disrupted, or if your Flex Mobile service is suspended or terminated for any reason, you will not be able to use the Wi-Fi 911 Service until the connection and service are restored. You may also need to reset or reconfigure your equipment before being able to use the Wi-Fi 911 Service to contact 911 and E911 services.
YOU MUST PROVIDE FLEX MOBILE WITH YOUR CORRECT SERVICE ADDRESS, OR CALLS TO 911 MAY BE ROUTED TO EMERGENCY PERSONNEL WHO CANNOT ASSIST YOU.
When you dial 911 using the Wi-Fi 911 Service, your call is routed to the Public Safety Answering Point (PSAP) or local emergency operator designated for the address listed at the time of activation (your “Registered Address”). You acknowledge that dialing 911 from your Flex Mobile device may route you to the general telephone number for the PSAP or local emergency service provider, which may not be answered outside business hours in some areas, rather than to a 911 dispatcher. Flex Mobile relies on third parties to forward underlying routing information, and therefore disclaims all liability if routing is incorrect. If your location information is inaccurate, you can correct your service address by updating your account preferences on our website or by contacting our Customer Service representatives.
WI-FI 911 SERVICE CALLS MAY NOT COMPLETE OR MAY BE ROUTED INCORRECTLY IF YOU MOVE THE EQUIPMENT TO A DIFFERENT LOCATION THAN YOUR REGISTERED ADDRESS.
You acknowledge that 911 and E911 services will not function if you move your Flex Mobile device to a different street address, unless and until you notify Flex Mobile of the new address. It may take up to 2 hours for changes to be processed. You must notify Flex Mobile of address changes in advance to avoid delays or incorrect routing of 911 calls. If the Registered Address is not accurate, any 911 call made may be routed to the incorrect emergency provider, and emergency personnel may be dispatched to the wrong location.
EMERGENCY PERSONNEL MAY NOT BE ABLE TO IDENTIFY YOUR PHONE NUMBER TO CALL YOU BACK.
You acknowledge that it may not always be possible for the PSAP or emergency personnel to identify your phone number when you dial 911 using the Wi-Fi 911 Service. Flex Mobile's system is designed to send automatic number identification information, but PSAPs may not always be technically capable of receiving or processing this information correctly. As a result, emergency personnel may not be able to call you back if the call is dropped, disconnected, or if you are unable to provide your phone number.
EMERGENCY PERSONNEL MAY NOT BE ABLE TO IDENTIFY YOUR ADDRESS IF YOU USE YOUR DEVICE AT A LOCATION OTHER THAN YOUR REGISTERED ADDRESS.
Unless it becomes technically feasible to automatically transmit your location during a 911 or E911 call, you must be able to clearly state your location when calling 911 using the Wi-Fi 911 Service from any address other than your Registered Address. PSAP and emergency personnel will not have access to your address information in this scenario and will be unable to assist you if you cannot provide your location, if the call is disconnected, or if the service is not operational for reasons other than suspension.
WI-FI 911 SERVICE CALLS MAY BE DELAYED OR DROPPED DUE TO NETWORK CONSTRAINTS.
You acknowledge that, due to technical limitations, there is a greater possibility of network congestion and slower response times when making a 911 call using the Wi-Fi 911 Service compared to traditional public telephone networks. Calls may be routed to a general telephone number for the local emergency provider, which may not be answered as quickly as calls placed using traditional 911 services. Additionally, you acknowledge that the possibility of dropped or delayed calls may be greater with the Wi-Fi 911 Service.
YOU SHOULD MAINTAIN ALTERNATE MEANS OF CONTACTING 911 AND E911 SERVICES.
Flex Mobile does not offer primary line or lifeline services. You should always have an alternate method of contacting emergency services, such as traditional 911 or other emergency notification systems, to ensure access to emergency services at all times.