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What is Enhanced 911 Service (also called E911)?
RELATED INFORMATION
•  See FCC 05-116, "E911 Requirements"

 

 

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.

Please review the following operating tips:

  • In the event of a power outage, a battery backup provides eight hours of 911 standby service, or four hours of talk-time protection.
  • The backup battery is embedded in the modem that Cox installs alongside your telephone.
  • If you move the modem to another address without notifying Cox, your telephone service will send the the wrong address to the 911system.
  • 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.

Questions and Answers

Q. When did Cox begin offering E911?

A. Cox started offering telephone service nearly eight years ago and launched Digital Telephone as a way to provide a safe and reliable way for you to communicate every day. In May 2005, a Federal Communications Commission (FCC) ruling ordered modem telephone service providers to make Enhanced 911 (E911) a mandatory service feature for all subscribers with telephone modem equipment. Because your safety is important to us, Cox has long provided E911 service as a standard service in every market it provides telephone 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. If you've recently received a letter from Cox in relation to the FCC ruling, please take a moment to review the information and acknowledge your understanding by signing and returning the prepaid postage card.


Q. How does E911 work?

A. 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 and 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 up updated so please call us ahead of time.

Q. What's the difference between E911 and basic 911?

A. 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.

Q. I used to have phone service with another telephone provider and have not heard anything about this before. Is this specific to Cox?

A. No. The Federal Communications Commission 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.

Q. Should I anticipate any changes in my telephone service?

A. 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.

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

A. For more information on the FCC order, please visit: http://www.fcc.gov/911/enhanced/releases.html .