Read this carefully. 911 dialing over VoIP service differs in important ways from traditional wireline 911. Federal law (FCC rules for interconnected VoIP, including the Kari's Law and RAY BAUM'S Act requirements) requires us to explain these differences, and requires you to acknowledge them before using the service.
1. How 911 Works on Nexora Service
When you dial 911 from a Nexora line, your call is routed to the emergency call center (PSAP) that serves the physical address you registered for that line, and your registered address and callback number are presented to the dispatcher. Nexora supports direct 911 dialing — no prefix or access code is ever required — and multi-line systems we provision transmit a dispatchable location with the call where the configuration allows.
2. Service Limitations You Must Understand
- Power outages. VoIP service does not work without power. If your router, modem, phone, or network equipment loses power, 911 calls cannot be placed — including during the outage and until equipment restarts.
- Internet outages. If your broadband connection fails or is degraded, 911 calls may fail or be unintelligible.
- Service suspension. If your Nexora service is suspended or terminated (for example, for non-payment), 911 dialing will not work.
- Incorrect registered location. If you move a device without updating its registered address, 911 calls will be routed to the PSAP for the old address and the dispatcher will see the wrong location.
- Nomadic use. Softphones and portable devices used away from the registered address will still present the registered address to emergency services unless you update it.
- Network congestion. In rare cases of congestion, a 911 call over VoIP may be delayed or dropped, or routed to a national emergency call center.
3. Your Obligations
- Register and update your address. You must provide a valid physical street address (not a P.O. box) for every line, and update it before using the service from a new location. Address updates take effect promptly, but may take up to several hours to propagate.
- Tell your users. If you provide Nexora-powered service to employees, guests, or customers, you must inform them of these 911 limitations.
- Label your devices. Place the 911 advisory labels we supply (or equivalent) on or near devices that use the service.
- Maintain backup means of calling 911. We strongly recommend keeping an alternative way to reach emergency services, such as a mobile phone.
4. How to Update Your Registered Address
Update your E911 registered location at any time by contacting support at (207) 855-5490 or mayamorgan@nexro.org. Always confirm the update has been accepted before relying on the new location.
5. Limitation of Liability for 911 Service
To the extent permitted by applicable law, and as set out in our Terms & Conditions, Nexora, its affiliates, and its suppliers are not liable for any claim, damage, or loss arising from 911 service provided over VoIP — including failed, delayed, or misrouted emergency calls caused by power or internet outages, incorrect registered locations, or events outside our reasonable control — and you agree to hold Nexora harmless from any third-party claim relating to 911 service on your account, except where caused by our willful misconduct or gross negligence.
6. Acknowledgment
By activating or using Nexora service, you acknowledge that you have read and understood this E911 Disclosure, accept the limitations described here, and agree to inform all users of your service of these limitations.
Contact
Nexora Communications LLC
5900 Balcones Drive #32131, Austin, TX 78731, USA
Phone: (207) 855-5490 · Email: mayamorgan@nexro.org