Important information about how 911 calling works with ChatterBox. Please read carefully and share with your household.
Last Updated: February 2026
Why This Matters
ChatterBox phones use Voice over Internet Protocol (VoIP) technology. The FCC requires us to explain how 911 service may differ from traditional landline service. Understanding these differences can help keep your family safe in an emergency.
You will NOT be able to call 911 from your ChatterBox phone if:
Always keep a backup method to call 911, such as a charged cell phone. Any cell phone can dial 911, even without active service.
When you call 911 from your ChatterBox phone, we send your registered address to the local emergency call center (called a PSAP, or Public Safety Answering Point). This allows emergency responders to find you.
Your responsibility: You provided your service address when you set up your phone. If you move your phone to a different address or if your address was entered incorrectly, emergency responders may be sent to the wrong location.
To update your address, log into your account or contact ChatterBox phone support. Address changes may take up to 24 hours to process. Do not rely on 911 until your address update is confirmed.
Important Warning
Your ChatterBox phone is registered to one specific address. If you take the phone to another location - such as a vacation home, grandparents' house, or anywhere else - 911 will NOT send emergency responders to your actual location. They will be dispatched to your registered address instead.
If you need to use your phone at a different location, you must update your service address first and wait for confirmation before relying on 911 at the new location.
Unlike traditional landlines, VoIP phone service requires both electricity and an internet connection. If your power goes out, your internet goes down, or your phone loses its connection, you will not be able to call 911.
We Recommend
Keep your internet equipment (modem, router) and phone on a battery backup (UPS) so you can still make calls during brief power outages. This is your responsibility to set up and maintain.
Have a Backup Plan
Keep a charged cell phone available as a backup way to reach 911. Any cell phone, even one without active service, can dial 911.
Added Safety for Your Family
ChatterBox includes a 911 Alert feature. When any phone on your account dials 911, we automatically send a text message notification to your designated emergency contact (such as a parent's cell phone) to let them know a 911 call was placed.
This is especially helpful for families with children - you'll be immediately notified if your child calls 911 from their ChatterBox phone, even if you're not home.
You can configure your 911 Alert text message contact in your phone line settings. We highly recommend using this feature.
Your 911 call may differ from traditional landline 911 in these ways:
Routing
Your call may be routed to a general emergency line rather than the dedicated 911 dispatch center. In some areas, this line may not be staffed around the clock.
Caller ID
The emergency operator may not see your callback number. If your call is disconnected, they may not be able to reach you.
Location
If you move your phone without updating your address, or if there are technical issues, the emergency center may receive incorrect or no location information.
Delays
Internet-based calls may experience brief delays or quality issues due to network congestion.
Always be prepared to state your location and phone number clearly. Even if you believe your address has been transmitted, confirm it with the operator. If you cannot speak, the operator may not be able to dispatch help or call you back.
Stay on the line until the operator tells you to hang up. If you are accidentally disconnected, call back immediately.
If your 911 call is disconnected or you hang up, emergency services may attempt to call you back. For two hours after any 911 call, incoming calls from emergency services will ring through to your phone, even if you have call blocking or other restrictions enabled.
This 2-hour callback window is required by FCC regulations to ensure emergency responders can reach you. During this time, your phone will accept calls from the emergency callback number regardless of your normal call settings.
911 service will be unavailable during any service outage, whether caused by power failure, internet disruption, equipment malfunction, or service suspension. After any outage, your phone equipment may need to restart or reconnect before 911 is available again.
Provide an accurate physical address during setup (not a P.O. Box)
Update your address immediately if you move the phone
Inform all household members, babysitters, and guests about these 911 limitations
Maintain a backup method of reaching emergency services (such as a cell phone)
Consider using battery backup on your phone and internet equipment
Configure your 911 Alert emergency contacts in your account settings
The FCC recommends placing a warning near your phone equipment. Print this label and place it near your ChatterBox phone to remind household members and guests about 911 limitations.
By using ChatterBox phone service, you acknowledge that you have read and understand this 911 disclosure. You understand the potential limitations of 911 service and agree to inform others who may use your phone.
ChatterBox does not offer primary line or lifeline service. You should always maintain an alternative way to contact emergency services.
Our support team is here to help.