Legal
911 Service — Important Notice
Last updated September 2026.
911 dialling on a Sanvoice phone system works differently from 911 on a traditional telephone line. Read this before you rely on it, and make sure everyone who uses your phones understands it.
IT DEPENDS ON POWER AND INTERNETYour phones connect over your internet connection. If you lose electricity, lose broadband, or your equipment fails, your phones will not work and you will not be able to call 911 from them. Traditional copper lines often keep working in a power cut; this service does not. Keep a mobile phone available as a backup for emergencies.
911 GOES TO THE ADDRESS WE HOLD ON FILEWhen you dial 911, the emergency operator is sent the service address registered on your account — not your actual location at that moment. It is your responsibility to give us the correct street address, including suite or unit number, and to tell us before you move a phone to a different address.
IF YOU MOVE A PHONE, TELL US FIRSTThese phones work anywhere there is internet, which means a handset can be carried to another building and still make calls. If you do that without updating your registered address, 911 will route to the old address and help may be sent to the wrong place. Email info@sanvoice.com or call 866.675.4775 to update an address. Allow us to confirm the change before relying on it.
THERE MAY BE A DELAY WHEN YOU FIRST SIGN UPRegistering an address for emergency routing is not instant. Until we confirm your address is active for 911, do not assume 911 will work from your Sanvoice phones.
IT MAY NOT WORK DURING AN OUTAGE AT OUR SUPPLIERSService can also be interrupted by a failure at our upstream carrier or at your internet provider, outside our control. During such an interruption 911 will not be available from your phones.
SUSPENDED OR UNPAID ACCOUNTSIf your service is suspended or terminated, 911 dialling stops with it.
TELL THE PEOPLE WHO USE THE PHONESYou are responsible for making sure everyone at your business — including staff, visitors and anyone else who might need to call for help — knows these limitations. We will supply warning labels for your handsets on request, at no charge.
WHAT TO DO IN AN EMERGENCY IF YOUR PHONES ARE DOWNUse a mobile phone. If you are able, tell the operator your exact address rather than relying on what they see on their screen.
QUESTIONSCall 866.675.4775 or email info@sanvoice.com. If you are deaf, hard of hearing, or have a speech disability, you can reach us through 711 relay service — see our accessibility page.