May 2, 2005
More problems for New Jersey-based Vonage Holdings Corporation, a major provider of Internet-based telephone service. Michigan is accusing the company of misleading consumers about its emergency 911 service.
In a Notice of Intended Action (NIA), Michigan Attorney General Mike Cox told the company it has failed to make it clear that customers do not have access to traditional 911 service. Last month, Texas Attorney General Greg Abbott filed a lawsuit against Vonage citing similar concerns.
"Vonage needs to make sure its customers understand that normal 911 access may not be available to them," Cox said. "Emergency calls made through Vonage's service are often routed through call centers that may not be answered outside of regular business hours."
Although Vonage advertises its "911 dialing" as a benefit, the feature has significant limitations compared to traditional phone service. Customers who use Vonage's service are not directed to operators who dispatch emergency vehicles. If emergency personnel do get the call, they may not be able to identify the caller's phone number or have information displaying the caller's address.
"I don't know about most people, but I don't have the ability to time my emergencies," Cox said. "Vonage has ten days to respond to the NIA, or my office will file a lawsuit seeking injunctive relief and civil penalties."
