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Enhanced 911 Service FAQs

Last Updated: Fri, 25 Jul 2014 > Related Articles

23 rated this

Summary

Learn information about the Enhanced 911 (E911) service.

Solution

The following FAQs provide information about the Enhanced 911 (E911) service and how it sends your phone number and location to the emergency services personnel.

What are the key operating tips for E911?

  • In the event of a power outage, a battery backup provides eight hours of 911 standby service, or four hours of talk-time protection.
  • A battery is not included with a telephone modem. Any time after their Cox Digital Telephone installation, customers have the option to purchase a battery.

    Exceptions:

    • Lifeline customers will automatically be shipped a battery at no charge after their Lifeline eligibility has been verified.

    • Customers whose Cox phone service was ordered prior to November 1st may continue to order a replacement battery free of charge.
  • If you move the modem to another address without notifying Cox, your telephone service will send the wrong address to the 911 system.
  • To ensure your correct address is sent to the 911 system, you must notify Cox at least two days in advance of changing your address.

What is E911?

E911 is the enhanced version of 911 service. When you dial 911, the enhanced service automatically sends your location and phone number to emergency services personnel.

How does E911 work?

There are two important factors associated with E911 telephone service:

  • Powering: In the event of a power outage, your telephone service will continue to operate as usual on battery backup. Cox provides a rechargeable battery at no extra cost during installation, the battery provides eight hours of standby service or four hours of talk-time protection.
  • Change of address: The telephone modem that's been professionally installed in your home is programmed to provide your current service address for E911 service. By notifying Cox, we can update your E911 information with your new address. However, it can take up to 2 business days for your new address to be updated so call us ahead of time

What is the difference between E911 and basic 911?

E911 – or enhanced 911 - gives us the capability to deliver your location and call back number automatically to local 911 emergency services personnel when you need help.


This ensures that every Cox Digital Telephone line automatically provides the subscriber's address and telephone number to the nearest Public Safety Answering Point (PSAP). By contrast, basic “911” service does not guarantee that your location and call back number will be provided to local 911 emergency services personnel when you need help.

I have not heard anything about E911 from other telephone providers. Is this specific to Cox?

No. The Federal Communications Commission (FCC) has asked telephone providers that use modem equipment to share a few important facts about Enhanced 911 (E911). Cox has always provided E911 as a standard feature but this is not the case with every telephone provider.

Should I anticipate any changes in my telephone service?

No. Because your safety is important to us, Cox has long provided E911 service as a standard service. Cox is committed to maintaining its state-of-the-art network for reliable, clear telephone connections for more than 1.4 million subscribers and 140,000 business locations.

Where can I learn about the FCC order issued May 2005?

For more information on the FCC order, visit:

http://www.fcc.gov/911/enhanced/releases.html


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