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Legal – 911 Service Availability

1ov1's business telephone service differs from telephone service offered by traditional telephone carriers. These differences include differences in how 911 calls are handled. Some of the most important differences are explained below.


E911 Service Limitations

1ov1's business telephone service (the “Services”) will not function if a customer loses electrical power, if the customer experiences interrupted connection to its internet service, or if the customer cannot connect to 1ov1's platform because of an obstruction on the customer’s wide area network or local area network, such as a port blocked by the customer’s internet service provider. These limitations also apply to 1ov1's 911 dialing service (“1ov1 911 Dialing”).

The Services, including 1ov1 911 Dialing, may not be accessible from a particular phone or other calling device if that device is not configured correctly or otherwise malfunctions.

The Services are not set up to provide the autodialing functionality sometimes relied on by security systems, medical monitoring equipment, TTY equipment, etc. Customers should not rely on the Services to provide this functionality.



Enhanced 911 (“E911”) service is 911 service which includes automatic forwarding of location and callback information to emergency responders at a 911 answering point. Automatic forwarding of this information can assist emergency responders and can facilitate callback if a 911 call is dropped before completion. The information forwarded by the E911 system is called Automatic Location Information (“ALI”) and Automatic Number Information (“ANI”).

To facilitate E911 service, 1ov1 requires each customer to register a physical address on the customer’s account. The customer must provide an accurate physical address. The customer must also provide an updated address if the physical location of a device changes. The customer may notify 1ov1 of changes by phone by calling 1(800) 913-6650.

After a customer provides address information for their account, there may be some delay before automatic forwarding of ALI/ANI is enabled. An account's registered address is the only means by which to route a E911 call to the geographically-assigned E911 answering point. Therefore, if the customer provides 1ov1 incorrect ALI/ANI information, E911 call routing may not function correctly. If the geographically-assigned E911 answering point is unavailable, E911 calls may be forwarded to a different 911 answering point.

Some 911 answering points are not equipped to receive ALI/ANI information. When an E911 call is directed to a 911 answering point that isn’t equipped to receive ALI/ANI information, the caller will need to provide location and callback information verbally.

As with 1ov1 911 Dialing generally, E911 service will not function if the Services do not function and will be inaccessible from a particular device if the Services are inaccessible from that device.

Furthermore, when 911 is dialed the ALI/ANI information transmitted by the account will not be accurate if the device from which 911 is dialed has been moved to a different physical address than what's registered on the account.


Notice to Users of 1ov1: 911 Dialing

Each 1ov1 customer is responsible to notify any individuals who may place calls using the Services of the limitations of 1ov1 911 Dialing as described in this policy. 1ov1 will provide the customer with warning labels informing callers of the limitations contained in this policy and the customer is responsible to place them on or near each calling device used with the Services. If a customer has not received labels or needs additional labels, the customer may request them from 1ov1 by calling  1(800) 913-6650.

In light of the limitations of 1ov1 911 Dialing discussed above, 1ov1 recommends that each customer maintain 911 failover services or another alternate means to access traditional 911 dialing service. 

Please read our full Terms and Conditions at:

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