911 Emergency Services Notice

 

911 services are provided by your state and local government. Handsets purchased through Tec Shun, an authorized dealer of multiple carriers, can make calls to 911 in the United States, and 911 access is available to customers regardless of your Rate Plan. The handset must have battery power and network connectivity to complete a 911 call.

 

General 911 Service Limitations. 

Although your wireless carrier is often capable of communicating your phone number and/or current location to a public safety answering point (“911 Communications Center”), in some cases, 911 Communications Center operators may not know, have accurate or available information like your phone number or current location. So you should always be prepared to provide your contact information and physical location when calling 911. 

• Your wireless carrier may use or disclose personal information, such as location data, when you dial 911 so that first responders can locate you. While carriers make reasonable efforts to route calls to the appropriate PSAP, calls may sometimes be misrouted due to technical or location-related issues.

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Circumstances that may cause 911 services to be limited or unavailable include, but are not limited to:

    •    Wireless network outages or congestion

    •    Power loss or dead device battery

    •    Weak or unavailable GPS signals

    •    Signal interference or degradation

    •    The local Public Safety Answering Point (“PSAP”) not supporting certain services (e.g., Text-to-911 or WiFi Calling)

    •    Using the device outside of the United States

Because wireless services rely on radio waves, environmental factors such as terrain, buildings, weather, or natural disasters may impact connectivity. 

 

Text-to-911

    •    Calling 911 is always preferred. Use Text-to-911 only when calling is not possible.

    •    Text-to-911 is only available in certain areas where PSAPs are equipped to receive text messages.

    •    Delivery of messages is not guaranteed and may be delayed or fail.

    •    Service may not work when roaming or if you have a zero or negative account balance.

    •    Always include your precise location when using Text-to-911.

 

WiFi Calling and 911

 

When using WiFi Calling through devices or services purchased via Tec Shun, an authorized dealer of multiple carriers, please be aware of the following important limitations:

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WiFi Calling uses Voice over Internet Protocol (VoIP) and has limitations:

    •    Calls to 911 over WiFi may not work outside the U.S.

    •    A Registered Location (your physical address) must be provided and kept updated for emergency services.

    •    If you use WiFi Calling at a location other than your Registered Location, 911 calls may be misrouted.

    •    Service may fail if your broadband connection or power is lost.

    •    PSAPs may not always be able to see your number or location—be prepared to provide this information verbally.

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Technical and Routing Limitations

    •    Calls made via WiFi 911 may be delayed, dropped, or routed to a general emergency line instead of a designated 911 dispatcher.

    •    Network congestion, equipment relocation, or use of non-native numbers may increase the risk of misrouted or incomplete calls.

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Other third-party entities are involved in connecting a 911 call, and Tec Shun is not responsible for determining which 911 Communications Center your call may be routed to. If you are porting a phone number to or from your carrier, you may not have access to certain services, such as 911 location services, while the port is in process.

 

If you are outside the U.S., you may have to dial a different number than 911 to reach emergency services.​

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Important Reminders

    •    Always provide your location and call-back number to 911 call takers.

    •    Keep your Registered Location current if you use WiFi Calling.

    •    Maintain backup options (such as a landline) for emergency calling in case wireless or WiFi Calling services are unavailable.