Vonage to enroll new N.C. subscribers in 911 service
A number of states, including North Carolina, have won a victory in a consumer-protection battle against Vonage.
The N.C. Attorney General's office announced today that the Internet-phone provider will take strides to better its 911 service and let consumers know about its limitations.
Vonage has seen quite a bit of press about its subscribers' problems dialing 911. Customers can't just pick up the phone and dial in an emergency. Instead, they have to activate 911 service in an extra step - or get a recorded activation message when something goes wrong. Even then, 911 service doesn't work during a power outage or when broadband Internet access is on the blink.
Even when the lights are on and the Web is working, Vonage customers have complained that they can't be sure to get through to a dispatcher. Sometimes, the service fails to provide a caller's address and phone number to the 911 dispatcher.
At other times, the attorney general's office said in a news release, customers have been routed to administrative lines that are not answered at all hours - a serious problem in case of an emergency.
Vonage's settlement here will provide new subscribers with a full disclosure of the company's 911 limitations - and customers will have to check a box to verify that they understand the differences between Vonage and a traditional landline through companies like BellSouth. Current subscribers in the state will receive an e-mail explaining those same limitations and the activation process for 911 using Internet phone - sometimes called Voice over Internet Protocol, or VoIP for short.
The company also will be responsible for transmitting subscribers' addresses to dispatchers in the case of an emergency and keeping updated records of customers' addresses.
For more about the Vonage issues and VoIP, check out these sites:
Vonage 911
CNET: 'Deadly delay on Vonage 911?'
ConsumerAffairs: Subscriber claims Vonage put him on hold during fire.
FCC fact sheet on VoIP
Background on VoIP and 911 issues
Vonage announcement on 'Enhanced 911' services
Comments (6)
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Um, this largely seems like a bunch of no-longer relevant "news." (Note the May, 2005 date of the "Deadly Delay" article you link to).
I became a Vonage customer this summer. I think your characterization of "Customers can't just pick up the phone and dial in an emergency" is quite misleading. I can. Yes, I had to activate my 911 service -- once. So now I can, indeed, just pick up the phone and dial in an emergency. Maybe you should correct that.
Vonage was also quite up front about how 911 works on its system. Yes, I had had to acknowledge that I understood its limitations, so the "settlement" requirements that they get such an acknowledgement are, in fact, already in place with Vonage. Nothing new there.
Vonage even let's you know that a back-up battery power supply, as many people have with their computers, will allow your phone to work during power outages.
I'm sure BellSouth and other over-charging phone companies are plenty happy about scaring people away from VOIP, and it may be true that Vonage had problems initially making 911 work. But this "news" is stale, the concerns no longer relevant and the terms of the settlement already in place.
Posted on December 15, 2006 10:00 AM
Hi Roch -
Some of the links are older, but the news here is that the settlement just came through yesterday and was announced by AG's offices in a number of states, including North Carolina.
You can't just pick up the phone and call 911 - you have to go through the activation process, which is something a number of consumers haven't realized. I'm sure this isn't entirely Vonage's fault - I'm sure that some consumers simply didn't read the details of the service agreement.
A cursory search on the Web shows up satisfied Vonage customers along with those who have gotten more press - from subscribers who have not gotten through to those who blame Vonage for incidents from fires to deaths. While I'd imagine the majority of people who have Vonage have little problem with the service, it's apparent that there are - and continue to be - issues with VoIP and 911 service.
For more information about the recent settlement, check out this announcement: http://www.ncdoj.com/DocumentStreamerClient?directory=PressReleases/&file=vonage.pdf
Posted on December 15, 2006 1:13 PM
I've got Vonage, their customer service was very clear, verbal as well as written, regarding setting up the 911 stuff.
I gander to say that most people who subscribe to a VoIP vendor are fairly tech savvy anyway (broadband, modems, etc.) so the 911 setup shouldn't be that difficult. The customer service is pretty good, and the price, just awesome.
The fire thing was the exception rather than the rule.
Posted on December 19, 2006 9:58 AM
Hi Jon -
Have you used the 911 service? And did it work well for you? I haven't had a chance to try out Vonage, and I'd be interested to hear more about your experience with it.
Had you been using a traditional landline before switching to Vonage? And, if so, why did you make the switch?
Posted on December 19, 2006 2:46 PM
Michelle,
Haven't tried the 911 service of Vonage. Did set it up according to their guidelines.
Up until 1.5 years ago was a BellSouth customer, good company, but expensive rates. Went with TW's phone system bundle (Cable, RR, & Phone) about a year ago, great deal. That expired, tried to negotiate with them for the same rate to no avail, rate went up, so I dumped their phone service.
Phone number is portable with Vonage. Am saving 40% to 60% with Vonage compared to the local services mentioned above, same features, first month free. So far am impressed with quality of service.
Love their commercials. Especially the blond who desires to go swimming with the "dolphins."
Posted on December 20, 2006 9:07 AM
One more thing that's just great with VoIP.
My company has a VoIP system which I can go mobile with.
I have sick parents out of state. With this technology, along with my laptop, can take my company phone with me and work at their house (it's all high speed internet related), tend to them, do business over the phone, and not have to use vacation or sick time.
My entire office becomes portable, my switchboard business number follows me everywhere there's a high speed hookup.
Posted on December 20, 2006 9:18 AM