911 and E911 Services Acceptable Usage Policy, Disclosure and Notice
IMPORTANT 911 AND E911 DISCLOSURE AND NOTICE
The rules of the Federal Communications Commission (“FCC”) require Guilford Communications, Inc doing business by the trade name “Carolina Digital”, like all Voice Over Internet Protocol (“VoIP”) service providers, to inform its customers of any differences between the 911 and E911 access capabilities available with our VoIP service (the “VoIP 911 and E911 Service”) as compared to the 911 and E911 access capability available with traditional wireline telephone service. (A copy of this FCC order adopting these rules is available at http://www.fcc.gov/cgb/voip911order.pdf.) It is important that you understand how these differences affect your ability to access 911 and E911 services. We ask that you carefully read this 911 and E911 Disclosure Addendum. If you have any questions or concerns about the information contained in this notice, or if you do not understand anything discussed in this notice, please contact our Customer Service Representatives at 336-544-4000 during the hours of 8:00am-5:00pm Monday through Friday.
The FCC’s rules also require us to obtain and keep a record on file showing that you have received and understood this 911 and E911 Notice. As such, we cannot begin providing you service until you certify that you have received and understood this 911 and E911 Notice by signing the 911 and E911 Acknowledgment.
By entering into an Agreement for services you are affirmatively acknowledging that (1) you have read and understood this Notice (2) you understand that you may not be able to contact emergency services by dialing 9-1-1 using Reseller’s VoIP 911 and E911 Service, and (3) you understand that you must inform users of Reseller’s VoIP 911 and E911 Service that they may not able to contact emergency services by dialing 9-1-1 using Reseller’s VoIP 911 and E911 Service.
VOIP 911 AND E911 SERVICE MAY NOT OPERATE DURING A POWER OUTAGE, You acknowledge and understand that the VoIP 911 and E911 Service does not function in the event of a power failure or disruption. Should there be an interruption in the power, VoIP service, including the VoIP 911 and E911 Service, will not function until power is restored. A power failure or disruption may require the Customer to reset or reconfigure equipment prior to utilizing our service, including the VoIP 911 and E911 Service. We strongly recommend customers have all equipment on long running UPS Systems, have a land line also at your premise that can be used, and have a redundant or backup Internet Connection. You are responsible for providing an uninterruptible backup power supply if you wish to ensure continued operation of electrical equipment in the event of a power outage.
YOU MUST PROVIDE US WITH YOUR CORRECT SERVICE ADDRESS OR CALLS TO 911 MADE USING OUR VOIP 911 AND E911 SERVICE MAY BE ROUTED TO EMERGENCY PERSONNEL WHO WILL NOT BE ABLE TO ASSIST YOU.
VOIP 911 AND E911 SERVICE CALLS MAY BE DELAYED OR DROPPED DUE TO NETWORK ARCHITECTURE.
You understand and acknowledge that, due to technical constraints, there is a greater possibility of network congestion and/or reduced speed in the routing of a 911 call made utilizing your equipment as compared to traditional 911 dialing over traditional public telephone networks. You acknowledge and understand that a 911 call from your equipment will be routed to the general telephone number for the local emergency service provider (which may not be answered outside business hours in some areas), and will not be routed to the 911 dispatcher(s) who are specifically designated to receive incoming 911 calls at such local provider’s facilities where such calls are routed using traditional 911 dialing. You acknowledge and understand that there may be a greater possibility that the general telephone number for the local service provider will produce a busy signal or will take longer to answer, as compared to those 911 calls routed to the 911 dispatcher(s) who are specifically designated to receive incoming 911 calls using traditional 911 dialing.
EMERGENCY PERSONNEL MAY NOT BE ABLE TO IDENTIFY YOUR ADDRESS IF YOU USE YOUR EQUIPMENT AT AN ADDRESS OTHER THAN YOUR REGISTERED ADDRESS.
Unless and until it is technically feasible to automatically transmit the address from which an 911 and E911 call originates, you must be able to state your location and the nature of your emergency if you use your VoIP Service to call 911 from any address other than your Registered Address as PSAP and emergency personnel will NOT have your address information. You acknowledge and understand that PSAP and emergency personnel will not be able to find your location if the call cannot be completed, is dropped or disconnected, if you are physically unable to tell them your location, or if the service is not operational for any reason other than suspension of service.
EMERGENCY PERSONNEL MAY NOT BE ABLE TO IDENTIFY YOUR PHONE NUMBER IN ORDER TO CALL YOU BACK. You understand and acknowledge that it may not be possible for the Public Safety Answering Point (PSAP) and the local emergency personnel to identify your phone number when you dial 911 using our VoIP 911 and E911 Service. Our system is configured in most instances to send the automated number identification information; however, one or more telephone companies route the traffic to the PSAP. The PSAP itself must be able to receive the information and pass it along properly, and the PSAPs may not be technically capable of doing so on a consistent basis. You acknowledge and understand that PSAP and emergency personnel may not be able to identify your phone number in order to call you back if the call cannot be completed, is dropped or disconnected, or if you are physically unable to tell them your phone number, and/or if your VoIP E911 Service is not operational for any reason other than suspension of service.
VOIP 911 AND E911 SERVICE CALLS MAY NOT COMPLETE OR MAY BE ROUTED TO EMERGENCY PERSONNEL WHO WILL NOT BE ABLE TO ASSIST IF YOU DISABLE, DAMAGE OR MOVE THE EQUIPMENT TO A LOCATION OTHER THAN THE SERVICE ADDRESS YOU PROVIDED US WHEN SERVICE WAS INITIATED.
You acknowledge and understand that 911 and E911 does not function if you move your ip-based device to a different street address, unless and until you have notified us of any such change in your Registered Address. You also acknowledge that it may take up to 72 hours for any change in address to be processed. Accordingly, you should notify us in advance of any and all changes to your Registered Address. Failure to provide the current and correct physical address and location of your device may result in any 911 call you make being routed to the incorrect local emergency service provider and emergency personnel being dispatched to the incorrect location. If you wish to move to a new service address or report damage to your equipment, please call either your sales representative or our Customer Service representatives at (336) 346-6000 during the hours of 8:00am-5:00pm Monday through Friday.
YOU MUST PROVIDE US WITH YOUR CORRECT SERVICE ADDRESS OR CALLS TO 911 MADE USING OUR VOIP 911 AND E911 SERVICE MAY BE ROUTED TO EMERGENCY PERSONNEL WHO WILL NOT BE ABLE TO ASSIST YOU.
When you dial 911 using our VoIP 911 and E911 Service, your call is routed from the our network to the Public Safety Answering Point (PSAP) or local emergency operator designated for the address that you listed at the time of activation (your “Registered Address”). You acknowledge and understand that when you dial 911 from your device, it is intended that you will be routed to the general telephone number for the PSAP or local emergency service provider (which may not be answered outside business hours in some areas), and may not be routed to the 911 dispatcher(s) who are specifically designated to receive incoming 911 calls using traditional 911 dialing. We relies on third parties for the forwarding of underlying routing information, and our third party provider(s) therefore disclaim any and all liability or responsibility in the event such information or routing is incorrect. If you notice that the location information identified in your contract or bill is inaccurate, you can correct your service address by calling our Customer Service representatives at (336) 544-4000 during the hours of 8:00am-5:00pm Monday through Friday.
When you dial 911 using our VoIP 911 and E911 Service, your call is routed from the our network to the Public Safety Answering Point (PSAP) or local emergency operator designated for the address that you listed at the time of activation (your “Registered Address”). You acknowledge and understand that when you dial 911 from your device, it is intended that you will be routed to the general telephone number for the PSAP or local emergency service provider (which may not be answered outside business hours in some areas), and may not be routed to the 911 dispatcher(s) who are specifically designated to receive incoming 911 calls using traditional 911 dialing. We relies on third parties for the forwarding of underlying routing information, and our third party provider(s) therefore disclaim any and all liability or responsibility in the event such information or routing is incorrect. If you notice that the location information identified in your contract or bill is inaccurate, you can correct your service address by calling our Customer Service representatives at (336) 544-4000 during the hours of 8:00am-5:00pm Monday through Friday.
IN ADDITION, YOU SHOULD MAINTAIN ALTERNATE MEANS OF CONTACTING 911 AND E911 SERVICES AND YOU MUST INFORM YOUR VOIP 911 AND E911 SERVICE USERS OF THESE ALTERNATE MEANS. You acknowledge that Carolina Digital Phone does not offer primary line or lifeline services. You also acknowledge that we do not currently provide TTY or similar services for the hearing-impaired. You should always have an alternative means of accessing emergency response services using traditional 911 or other emergency notification services.
Over 20 Years Of Service. See Why Our Customers Love Us!
Danielle StoreyJanuary 17, 2024.David Martin gave excellent customer service, he updated our phones and he promptly called me back.
Travis TaylorJanuary 17, 2024.David was very quick to respond and paid attention to the small details when resolving our Algo issue. Keep it up!
Patrick MillsJanuary 17, 2024.Eric and all of the support engineer specialists are top notch, and speedily correct the very limited issues I've ever had in 4+ years of service
Church AdminJanuary 11, 2024.We have had Carolina Digital phones for a couple of years now. The phones work great and we have had no problems at all. Chris in the sales department knew exactly what we needed and got us all set up. She also saved us money. If I have questions about how to use a certain feature, Eric Lyon is my go-to guy. He knows the answer to every question I have about these phones. He is always available by email and answers quickly and kindly. We highly recommend Carolina Digital Phones!
Michael DurdinJanuary 10, 2024.We love our VOIP phone system from Carolina Digital Phone. The product works like it should and the features are fantastic and easy to use. Also, tech support is top notch. Eric and the support crew help me configure new phones, add and remove users and also troubleshoot any issues I run into. I can't say enough good things about the staff and how quickly they are able to resolve any issues we have had while getting everything up and running. 5 star company! Update 1/10/2024 - We have been with Carolina Digital Phone for almost 5 years and it has been an awesome experience. From the actual hardware to support this company is top notch. I also can’t say enough about the tech support team. They are always on their A game.
Ellen HoosickJanuary 10, 2024.Always get great service from Carolina Digital. Today was exceptional from David Martin!
SANDY MADREJanuary 8, 2024.Carolina Digitals' customer support has been exceptional. Eric Lyon's has gone above and beyond to help resolve non-typical issues.
Stephen HawkinsAugust 25, 2023.Julius Ratunil gives great customer support.
Cody AllenMay 25, 2022.We are proud to be Carolina Digital customers! Their professionalism, speed, accuracy and willingness to help makes it easy to do business with them. These people go above and beyond any time we need their help. Would definitely recommend them to anyone!