Computer Services
911 EMERGENCY SERVICES:
Does Rocktek Digital Phone Service offer access to E911 dialing?
Yes, Rocktek Digital Phone Service is proud to offer E911 service to our customers. E911 provides important safety advantages. As you probably know, 911 is the official national emergency number in the United States and Canada. Dialing 911 connects you to a Public Safety Answering Point (PSAP) operator trained to route your call to local emergency medical, fire, and law enforcement agencies. E911 or Enhanced 911 has the added benefit that your telephone number and location are automatically transmitted to the operator during the call. These two features (telephone number and location) are what make E911 "enhanced". All Rocktek Digital Phone Service customers receive E911 service, nothing less.
Why is E911 important?
With E911, your telephone number and location are automatically transmitted to the operator during the call. So, if you are unable to communicate or the call is disconnected, the operator will still be able to send help. With basic 911, you must tell the operator where you are calling from so that help can be sent to your location.
When initially signing up for Rocktek Digital Phone Service, do I have to do anything to activate E911 service?
No, Rocktek will automatically activate your E911 service when your Rocktek Digital Phone Service is initially installed. You do not need to separately activate your E911 service.
How can I confirm that Rocktek has the right E911 information for me?
You can see and update your E911 address information online using your Rocktek Digital Phone Service Web Account. You can also call our Customer Support Center to confirm that your E911 information is correct.
Are there any limitations of the E911 service that Rocktek Digital Phone Service provides?
Yes. If you move your Rocktek Digital Phone Service Telephone Adapter or Video Phone and you do not register the new service address with Rocktek, your E911 calls WILL be directed to the wrong emergency authorities, AND the wrong address will be transmitted with your E911 call. In addition, E911 service will not function if Rocktek Digital Phone Service is interrupted for any reason such as: your broadband Internet service is not working, failure of your Telephone Adapter or Video Phone, a power outage at your home and/or on our network, failure of our network or facilities, or suspension or disconnection of your Rocktek Digital Phone Service because of nonpayment. You may obtain a third-party battery backup device to use with your Rocktek Digital Phone Service and, in the event of a power outage at your home, the battery should power your Telephone Adapter or Video Phone for several hours. (It is also important to keep in mind that many cordless telephones will not work during a power outage.) Therefore, you may want to have one telephone that does not need to be plugged into an electrical outlet.
I would like to relocate my Rocktek Digital Phone Service to another service address. How do I ensure that the associated E911 information reflects my new service address?
To update your E911 service address, simply log into your Rocktek Digital Phone Service Web Account. Click on the Preferences tab, choose Voice Options, and then click on E911 Management under the Services heading. Complete the online address form and click Submit. Then, verify the address and if correct, click the Yes button. You will then receive an alert in your Message Center verifying this change. You can also contact our customer service department to have the change made for you.
I have relocated my Rocktek Digital Phone Service to a new service address. I have not informed Rocktek of this fact, but my Rocktek Digital Phone Service seems to be functioning. Do I still need to contact Rocktek to ensure that the associated E911 information reflects my new service address?
Yes. If you have not informed us that you have moved your Rocktek Digital Phone Service Telephone Adapter, Video Phone or Soft Phone to a new service address, your E911 calls will be directed to the wrong emergency authorities or the wrong address will be transmitted with your E911call. These errors will occur even if you are otherwise able to make calls using your Rocktek Digital Phone Service. (Please refer to the question above about relocating service for additional details.)
Will Rocktek assess a fee for updating my E911 information?
No. Rocktek does not charge for updating your E911 information.
What happens if E911 is not available in my area?
For those areas of the country where E911 is not available, we offer Basic 911 service. Please refer to the welcome alert message sent to your message inbox to determine if you have E911 or Basic 911 service. In addition, please feel free to contact us at 1(888) 414-1958, (208) 794-8792 or send us an email at help@rocktek.net if you are uncertain about your 911 status.
How does Basic 911 service different from E911 Service?
With Basic 911 service, your call will be routed to the nearest emergency response center. When the center receives your call, the emergency service operator will not have your address and may not have your phone number; therefore you must provide that information in order to get help. Some local emergency service facilities may decide not to have their general administrative numbers answered by live operators 24 hours a day, 7 days a week. In fact, some calls may go directly to voice mail, be answered by individuals not trained to handle emergency calls or go unanswered if the facility is receiving a high volume of 911 calls.
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