[April 4, 2005]

Michigan Atty. General Mike Cox: VoIP Consumers Beware of Tech Limits

BY JOHANNE TORRES

Michigan State Attorney General Mike Cox made the news as he warned consumers about technical limitations of VoIP–based calling services, as VoIP technology may not offer access to 9-1-1 emergency services.

"While VoIP may offer less expensive telephone service, consumers should be seriously concerned about the possible risks of not having access to 9-1-1 emergency services," Cox said. "I encourage every Michigan consumer to become informed about this new technology and the important differences between it and traditional telephone service, especially in regards to proper access to the 9-1-1 emergency system."

A Consumer Alert detailing Cox's concerns is available at the Attorney General's Web site. "If the advertising, brochure, or other marketing materials are silent on this issue, it is likely that 9-1-1 is not being provided," Cox said.

He even went as far as to say that even for those companies that do provide 9-1-1 service, it may not be the full service on which consumers rely. He explained that, for example, the landline telephone system automatically provides 9-1-1 operators with the caller's location, while the VoIP service may not. Additionally, he said, landline telephone systems also route 9-1-1 calls through emergency phone lines while VoIP may route these calls to a general call center. Even when the VoIP service includes traditional 9-1-1 access, it may not be automatically activated and consumers must take proactive steps in order to place a 9-1-1 call.

Cox’s tips for VoIP subscribers:

• Verify that you can access 9-1-1 with your telephone by checking your VoIP provider's Web site. DO NOT dial 9-1-1 to test your access to the emergency response network.
• Be sure to activate the emergency calling feature of your service plan, if applicable.
• If the power is out, your VoIP service may be out, too. Consider purchasing a back up power supply.
• Inform children, babysitters, and visitors about your VoIP service and relevant limitations.
• Consider keeping a landline telephone to access 9-1-1 emergency services.

He will even answer any consumer questions and receive complaints about VoIP-based calling service issues at the Attorney General's Consumer Protection Division toll-free at 1-877-765-8388, by writing to P.O. Box 30213, Lansing, MI 48909.