Complain about a product or service

Vonage 911 Caller Put On Hold While House Burns Down

March 22, 2006

VOIP-911 • FCC Wants Enhanced 911 Service For Cell Phone, VoIP Users • Vonage 911 Caller Put On Hold While House Burns Down • FCC Requires VoIP Carriers to Provide Enhanced 911 Service • FCC Ready to Require VoIP Carriers to Provide 911 Service • Vonage To Tie Into Verizon's 911 System • Connecticut Sues Vonage Over 911 Claims • Michigan Warns Vonage About 911 • VOIP 911 Moves To Front Burner At FCC • 911 Becoming an Emergency for VOIP Providers • SBC, Vonage in Stand-Off Over 911 • Texas Sues Vonage over 911 Access

A Minnesota homeowner charges VoIP provider Vonage put him on hold when he called 911 to report his house was on fire. The home was a total loss.

Loren Velthamp of Chanhassen, Minnesota, said he grabbed the phone and called 911 when he realized a fire has started in his home. "I called 911 using Vonage broadband and they put us on hold," Velthamp told KSTP-TV in Minneapolis. “Unbelievable… your house is burning down, and you're put on hold by Vonage.”

Fire department officials say that by the time fire crews arrived on the scene, the fire had become a five-alarm blaze. No one was injured, but they described the dwelling as a total loss.

The incident has raised anew the question of how VoIP services, which provide telephone services over the Internet, interface with community 911 emergency services systems.

Because the calls aren't routed through the land-line telephone system's infrastructure, there has to be way to transfer into the 911 system that serves the nation's 6,200 emergency call centers. That transfer has posed numerous stumbling blocks so far, both technical and political.

As it now stands, VoIP 911 calls can be unreliable. Calls made after normal business house may be misdirected to emergency-services administrative offices, where the caller gets a recorded message. Even when the VoIP 911 call does make it to an EMS dispatcher, it sometimes lacks the information traditional phone services provide, like the caller's address and telephone number.

There could well be repercussions from the Minnesota incident at the Federal Communications Commission. Last year the FCC gave VoIP providers an ultimatum to institute by September 2005 the same kind of 911 access provided to people using landlines or cell phones.

Report Your Experience
If you've had a bad experience -- or a good one -- with a consumer product or service, we'd like to hear about it. All complaints are reviewed by class action attorneys and are considered for publication on our site. Knowledge is power! Help spread the word. File your consumer report now.

Back to the top |