Your service is not tied to one address
You can use this service from any broadband internet connection, anywhere. That is useful — but it also means we cannot automatically tell where you are calling from. Unlike a traditional home phone, there is no fixed line that tells the emergency operator your address.
Instead, 911 calls are routed using the Registered Location you have given us. That is the address emergency services will be sent to.
You must keep your Registered Location up to date
If you move, or use the service from a different place, you must tell us the new address. If you do not, a 911 call will send emergency services to your old address, and the delay could be dangerous.
To set or change your Registered Location, contact us at support@potatoboy.com. A change is not effective immediately — please allow time for it to be processed, and confirm with us before relying on it.
When 911 may not be available
- Power failure. If the electricity to your equipment, modem or router is out, the service will not work and you cannot call 911.
- Internet outage. If your broadband connection fails, is disconnected, or is congested, 911 calls may not go through.
- Suspended or cancelled account. If your service is suspended, cancelled, or your balance is exhausted, 911 calling may stop working.
- Wrong or missing Registered Location. Your call may be sent to the wrong emergency centre, or the operator may not see your address at all.
- Routing differences. In some areas your call may reach an administrative line at the emergency centre rather than the normal 911 operator, and may not be answered as quickly.
- Network or maintenance problems. Faults or planned work on our network or the underlying internet may interrupt 911 calling.
Keep another way to call for help
Because of the limitations above, you should always keep an alternative means of calling 911, such as a mobile phone or a traditional landline. Make sure everyone who uses this service, including children, guests and employees, understands these limitations.
Questions
If anything here is unclear, or you need help setting your Registered Location, please contact us at support@potatoboy.com before you rely on this service for emergency calls.