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Vonage 911 routed to the wrong number

Subject: 911 service routed to the wrong number - important

I had to use the Vonage 911 service to file a noise complaint...

When I called the 911 from my xxx-xxx-xxxx line I was connected to the Hawthorne State Police Station.
That is unfortunately the completely wrong station!!!!

The correct station for my address on file for 911 with you is:
New York State Police
Memorial Drive
Krugers, NY (or Cortlandt Manor NY)
The direct number I have is: 914-737-7171 (This is the number I finally used to call and file my complaint)

Please correct this mistake for all my lines and send me a confirmation when the right number is linked up to the account.

Please also add a feature where customers can review the 911 number that you are mapping to avoid such an incident in a real emergency.

Thanks

"noise complaints" are "emergencies"?

said by Steve:

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"noise complaints" are "emergencies"?

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reply to blohner
Plain and simple:

Vonage should list the number and address they have set up on your 911 service. That would allow you to review its accuracy without excessive testing.

Did you reference this thread too?
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jim

said by usa2k:

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Vonage should list the number and address they have set up on your 911 service. That would allow you to review its accuracy without excessive testing.

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said by DracoFelis:

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...Since you came up with the idea, why don't you suggest it to them via dslreports@vonage.com?

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reply to blohner
Part of my email to them:

Please also add a feature where customers can review the 911 number that you are mapping to avoid such an incident in a real emergency.

I think that is a heck of an idea. This would take some of the uncertainty out of their "911" service. It also might remove some of the liability to Vonage if a subscriber is required to approve the destination of the 911 calls.

reply to blohner
honestly I don't expect 911 service on my vonage line. My cell phone yes but not on my VOIP phone.
Thats just me though
ym

reply to blohner
"Date: Sun, 14 Sep 2003 20:38:06 +0000 (GMT)
From: "Vonage DigitalVoice Customer Care"
Subject: [vonage.com #xxxxxx] 911 SUGGESTION
...

Hello James,

Thank you for contacting Vonage DigitalVoice!

Thank you for your suggestion. I will forward your input to the appropriate department.

Sincerely,

Alian
-customer care"

Fairly quick for Sunday. This thread, and my suggestion quoted, is what I passed.
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jim Vonage|iCH|FWD FWD# 24942USA2K -- no Affiliate Links or Cookies

reply to blohner
Just tested out my new 911 service since I just moved.

Vonage screwed up! Instead of the call being routed to my local PSAP (Public Safety Answering Point), which by law in California is the local law enforcement agency, the call was routed to the California Highway Patrol (CHP) in San Diego!

My new address is in the City of Temecula, located in Riverside County!

In the event of an actual emergency, the time delay in routing the call through the CHP is unacceptable. As a paramedic in CA, I have seen this time delay result in negative patient outcomes!! This is especially true in CA, as all cell phone 911 calls are routed to the CHP, and being on hold for several minutes is not uncommon.

All Vonage users should verify that their 911 service is being routed correctly!

Eric Pearce

reply to blohner
After reading through this thread I'm convinced that many of the 911 assignments made by Vonage are probably wrong. I think the idea allowing the customer to specify the number is a good one. I would like to contact them and request a return email that discloses to me the phone number they have assigned for my 911. I'm considering sending the request to dslreports@vonage.com instead of the regular support number. Does anyone think that this will give a quicker response?

I've been on record from the beginning as opposing Vonage's decision to introduce a pseudo 911. It looks like many of my original reasons are coming to pass.
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1.21 gigawatts!

reply to blohner
Something to keep in mind is that Vonage uses a company called Interado for 911.

If I understand this, Interado keeps a database of PSAP's nationwide that correspond to an address database. If either database is off, then Vonage is off and you get a mis directed call.

This is no excuse, just more reason that 911 may have been something to wait on as a provider.

I also feel that in the dashboard there should be a field for personal 911 entry. It would also be nice if Vonage listed all the "known" US PSAP's so people had most of the information they needed right there.

reply to blohner
just another reason not to depend on 911 with VOIP. I don't care who the vender is, its just not setup for main stream yet.

ym

reply to blohner
Not to beat a dead horse but...

The 911 translations are outsourced... And there's problems...

The Voicemail is outsourced... And there's problems...

Anyone starting to notice a trend here?

said by LuckyBastard:

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The Voicemail is outsourced... And there's problems...

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reply to blohner
So instead of "outsourced" being the trend, you're saying "Vonage" is the trend?

reply to wilsonck
I believe it was outsourced before... It was brought physically in-house in Apr/May (I think) but the management is outsourced now according to an L3 VM tech I spoke with a few weeks ago.

reply to blohner
Actually had occasion to *have* to use 911. It was routed to the dispatch for my county, and the only problem per se was that the dispatcher had to relay the info to the other dispatcher. Rescue squad responded within 15 min (which is avg for here) So, they are getting some of them right...

On a side note, wife is ok, and was glad 911 did work!

reply to blohner
As stated in my earlier post I contacted Vonage by email to get the number they were routing my 911 to. Here is the unsettling response:

quote:

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Dear Customer,

Unfortunately, we do not have access to the PSAP information. If you
think that your Vonage 911 calls will be going to the wrong PSAP for
your area, please log into your web account and update your 911 address
information.

Failure to provide the current and correct physical address and
location of your Vonage equipment will result in any 911 call you may
make being routed to the incorrect local emergency service provider.

Please let us know if we may be of any further assistance.

Sincerely,

Jeff
Customer Care

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