andyb
Premium
join:2003-05-29
SW Ontario | Wrong info?
The article I read said that the address was givin but the operator couldn't understand the caller so just used the billing address. |
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TKJunkMail
Enjoy the sun
Premium
join:2002-03-03
Avalon, NJ
 ·Sprint Mobile Broa..
 ·Comcast
| said by andyb  :The article I read said that the address was givin but the operator couldn't understand the caller so just used the billing address. Here is a current link to the story that said the VOIP provider had the current address but it wasn't in the 911 database they keep:
»www.theglobeandmail.com/servlet/···voip0503
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nklb
Premium
join:2000-11-17
Ann Arbor, MI
clubs:
| reply to andyb
This is the link I had submitted. Not sure why I am not seeing it in the article itself...
»www.canada.com/topics/news/natio···&k=46053
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knightmb
Everybody Lies
join:2003-12-01
Franklin, TN
 ·AT&T DSL Service
| reply to TKJunkMail
said by TKJunkMail :said by andyb :The article I read said that the address was givin but the operator couldn't understand the caller so just used the billing address. Here is a current link to the story that said the VOIP provider had the current address but it wasn't in the 911 database they keep: » www.theglobeandmail.com/servlet/···voip0503 Very unfortunate indeed. Without more info it's hard to say, as all of the news stories I read are reporting slightly different information that doesn't seem to be consistent.
A media circus I'm certain, but I guess if I reported my story of when VoIP saved a neighbors life when their land line failed that wouldn't make as much news.  |
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La Luna
Surviving Ashraful
Premium
join:2001-07-12
Warwick, NY
clubs:
·Optimum Online
 ·Vonage
| reply to nklb
..."The call centre did dispatch emergency vehicles, but they dispatched them in Mississauga," said Alison George, a spokeswoman for Comwave, a Canada-based voice-over-Internet protocol (VOIP) phone company. "They did not have this Calgary-based address."...
It's up to VOIP customers to ensure the company has up-to-date contact information, George said.
The Luck family moved to Calgary two years ago.
»www.canada.com/topics/news/natio···&k=46053
The parents never bothered to update the 911 info with their VoIP provider after they moved.
This child did not die because "Voip biggest fears realized!", he died because the parents didn't update their 911 info. Not the VoIP providers fault.
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TKJunkMail
Enjoy the sun
Premium
join:2002-03-03
Avalon, NJ
·Sprint Mobile Broa..
·Comcast
1 edit | said by La Luna :The parents never bothered to update the 911 info with their VoIP provider after they moved. This child did not die because "Voip biggest fears realized!", he died because the parents didn't update their 911 info. Not the VoIP providers fault. According to this, the VOIP provider had the correct address at the time of the incident:
»www.theglobeandmail.com/servlet/···voip0503
An invoice dated March 30, 2008 has the Lucks' current residence listed.
Comwave officials could not be reached Friday night for comment on the invoices. --
My BLOG .. .. Internet News .. .. My Web Page |
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Greg_Z
Premium
join:2001-08-08
Springfield, IL | Just because the billing address is correct, does not mean that the 911 address is correct. Hell, I could give my mother a IP phone, and have the bill come here. Does that mean that they will have the 911 where the phone is at all times? No. |
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TKJunkMail
Enjoy the sun
Premium
join:2002-03-03
Avalon, NJ
·Sprint Mobile Broa..
·Comcast
1 edit | said by Greg_Z :Just because the billing address is correct, does not mean that the 911 address is correct. Hell, I could give my mother a IP phone, and have the bill come here. Does that mean that they will have the 911 where the phone is at all times? No. The VOIP provider CLAIMED they use the billing address when they don't have a registered 911 address in their database. But, they used an old billing address. They are still on the hook. Also, the caller claimed they gave the correct address when they made the call as well.
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Greg_Z
Premium
join:2001-08-08
Springfield, IL | Sorry, but 35 sec's is not enough to provide correct info. |
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brandpc
join:2003-08-25
Canton, CT | reply to TKJunkMail
Its possible there WAS a 911 address on file -- just the old address.
The family had updated the billing address but never the 911 address. Therefore, old 911 address was on file, new billing address was on file, problem occured. |
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BF69
join:2004-07-28
Camden, TN
| reply to TKJunkMail
said by TKJunkMail :said by Greg_Z :Just because the billing address is correct, does not mean that the 911 address is correct. Hell, I could give my mother a IP phone, and have the bill come here. Does that mean that they will have the 911 where the phone is at all times? No. The VOIP provider CLAIMED they use the billing address when they don't have a registered 911 address in their database. But, they used an old billing address. They are still on the hook. Also, the caller claimed they gave the correct address when they made the call as well. If the parents had taken the 1 mintue it would have taken to update the 911 address the emergency people would have goten there FACT. The bottom line it's their fault. Everyone knows or SHOULD know that you MUST update the 911 adress YOURSELF. This is common knowledge type stuff. |
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RARPSL
join:1999-12-08
Suffern, NY
| reply to Greg_Z
said by Greg_Z :Sorry, but 35 sec's is not enough to provide correct info. It is my impression that a hang-up to a 911 call triggers a call-back to that number by the 911 Center. Why did they NOT try to at least call the customer back when the call was disconnected? |
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Greg_Z
Premium
join:2001-08-08
Springfield, IL | You are talking about Canada. |
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kenn10
join:2003-09-10
Kennesaw, GA
·VoicePulse for Bus..
·Vitelity VOIP
·Comcast
·Vonage
·Verizon Online DSL
·ViaTalk
1 edit | reply to knightmb
Where are all the liberals complaining that the government needs to intervene? Maybe we need to implant chips in the heads of people to make sure they know where they are and remind them to update their 911 locations when they move.
A bad 911 database with the VOIP provider resulted in incorrect response to an old address. That was the responsibility of the subscriber. Everyone wants to save a buck woth VOIP but take no personal responsibility for their own actions.
Ho hum.... |
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alexintexas
join:2003-01-11
San Antonio, TX
clubs: | reply to La Luna
so now the parents should and need to be charged with negligence!!!! |
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RARPSL
join:1999-12-08
Suffern, NY
| reply to Greg_Z
said by Greg_Z :You are talking about Canada. What does it being Canada (as opposed I assume to the US) have to do with attempting to call back to get/confirm the information? If the call was terminated as was stated, I'd assume that the attempt to reconnect (by the 911 Operator calling back) would seem to be a good response.
There is also the question of WHY the VoIP Company's System did not reconfirm the 911 Location information at the time of the Billing Address Change request. It seems to me that if both addresses were the same, that a change in one (especially the Billing Address) would seem to be reason to ASK if the 911 Location Address was to be left as was or kept synchronized with the Billing Address. Failure to make this OBVIOUS check is in my opinion, a sign of poor design of the customer support system. |
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firebird
join:2002-03-22
Moline, IL | reply to La Luna
Since when do you have "update your 911" info?? That provider sure knows where to send your bill. I don't have to update my 911 info for my landline! |
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Greg_Z
Premium
join:2001-08-08
Springfield, IL
·Comcast
| said by firebird :Since when do you have "update your 911" info?? That provider sure knows where to send your bill. I don't have to update my 911 info for my landline! Where the bill goes, does not always mean that the handset will be in that location. |
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AquaSport
California - Sun, Surf, Traffic Jams
join:2007-05-03
California
·Comcast
| reply to knightmb
said by knightmb :Very unfortunate indeed. Without more info it's hard to say, as all of the news stories I read are reporting slightly different information that doesn't seem to be consistent. A media circus I'm certain, but I guess if I reported my story of when VoIP saved a neighbors life when their land line failed that wouldn't make as much news. i've never actually heard of a landline failing. I think that before VoIP should be used widespread - i guess it already is -, the companies that developed the technology need to establish safety measures that have to be taken before service is established at a given address (like a correct address for the customer, and a verification by either the VoIP provider or the ISP that the internet service that the telephone call will go over is working in the best possible condition - without any hiccups).
It's very unfortunate that the VoIP call disconnected, leaving the emergency responders to whatever information they had on-hand. It's upsetting to know that a minor glitch in a new phone technology can have terrible consequences if not fixed.
The poor family - that's definitely the worst consequence i can think of when i see so many people in the forums complaining of their disconnecting VoIP service. I just feel so bad for them - they didn't do anything to cause this, and neither did the Canadian emergency center or the emergency responders. It was just a tiny hiccup in the system. |
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Jmartz
join:2000-07-20
Tenafly, NJ
| reply to andyb
said by andyb :The article I read said that the address was givin but the operator couldn't understand the caller so just used the billing address. So why can't VOIP providers require that the actual service address be listed on the account for 911 purposes? Customers should be told not to move the device outside of the place it's registered. If they do, they do it at their own risk. |
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