911 and Emergency Services
Effective Date: October 1, 2026
Call 911 in an Emergency
If you are experiencing an emergency, call 911 whenever it is safe and possible to do so. Be prepared to provide the emergency call taker with your telephone number, actual location, including the address, apartment or suite number, floor, and nearby landmarks, and the nature of the emergency.
Do not rely solely on your Device to determine or transmit your exact location.
How Wireless 911 and E911 Work
When a 911 call is placed using Wi-Fiber Mobile Service, the call is transmitted over an available compatible wireless network to a public safety answering point or other emergency authority.
Enhanced 911, or E911, is intended to provide emergency personnel with the caller’s telephone number and available location information. Depending on the Device, network, signal, surroundings, and available technology, location information may be determined using GPS, nearby cell sites, Wi-Fi information, device-based location technology, or a combination of these methods.
Location information may be approximate, incomplete, delayed, or unavailable. Accuracy may be reduced indoors, underground, in elevators, in parking structures, in high-rise buildings, in remote areas, near geographic or jurisdictional boundaries, or when the Device cannot obtain a clear GPS or network signal. A 911 call may also be routed to an emergency authority that must transfer the call to the appropriate local authority.
Always tell the emergency call taker your actual location, even if the Device appears to have transmitted location information.
Registered Emergency Address and Wi-Fi Calling
If Wi-Fi Calling is available and enabled, a 911 call may be completed over a Wi-Fi and broadband internet connection when cellular service is weak or unavailable. Wi-Fi Calling may rely on the registered emergency address associated with the mobile line to route the call and provide location information to emergency personnel.
Because Wi-Fiber Mobile Service may be established through an existing Wi-Fiber Internet account, Wi-Fiber may use the Internet service address as the initial registered emergency address. That address may not reflect the actual location where every mobile line or Device is primarily used.
The Account Holder and each User are responsible for verifying that the registered emergency address is complete, accurate, and current. The address must identify a physical location and should include any apartment, suite, building, floor, or unit information needed by emergency responders. A post office box is not an acceptable emergency address.
The registered emergency address must be updated when:
The Account Holder moves or changes the Internet service address;
A mobile line is primarily used at a different address;
A Device is transferred to another User or location;
An apartment, suite, unit, building, or floor designation changes; or
Wi-Fiber requests address verification.
Unless Wi-Fiber expressly confirms otherwise, do not assume that changing an Internet billing address, Internet service address, or mailing address automatically updates the registered emergency address for every mobile line.
If Wi-Fi Calling is used from a location different from the registered emergency address, the call may be routed to the wrong emergency authority and emergency personnel may receive an incorrect location. Immediately tell the emergency call taker your actual location.
No Signal, Network Outages, and Device Limitations
A wireless Device requires access to a usable compatible cellular network or, where supported, an authenticated and functioning Wi-Fi Calling connection to complete a 911 call.
A 911 call may not complete when:
No compatible cellular network signal is available;
The Device is turned off, has no battery power, is damaged, or is not functioning properly;
Airplane mode or another Device setting prevents network access;
Wireless networks are unavailable, congested, damaged, or experiencing an outage;
Wi-Fi Calling is unavailable, disabled, not properly configured, or unsupported by the Device;
The Wi-Fi network, broadband connection, electrical power, router, modem, or other required equipment is unavailable; or
The Device cannot authenticate or connect to an available network.
Wi-Fiber and its Network Provider cannot guarantee that every 911 call will connect or that emergency personnel will receive complete or accurate location or callback information.
eSIM Activation
Do not rely on Wi-Fiber Mobile Service for emergency calling until the eSIM has been installed and activation has been confirmed on the Device.
A Device with an inactive, incomplete, suspended, or improperly installed eSIM may attempt to place a 911 call through another available compatible wireless network. However, Wi-Fiber cannot guarantee that the call will complete, that accurate location or telephone-number information will be transmitted, or that emergency personnel will be able to call the Device back.
If activation has not been completed and an emergency occurs, use another available telephone or method of contacting emergency services whenever possible.
Text-to-911
Text-to-911 is not available in every location or from every type of messaging service. Where text-to-911 is unavailable, the User may receive a bounce-back message instructing the User to contact 911 another way.
When possible, place a voice call to 911. If a text to 911 does not receive confirmation or receives a bounce-back message, attempt a voice call or use another available method to reach emergency services. Do not send a 911 message through an internet-based messaging application unless that application expressly supports emergency communications.
Use Outside the United States
911 may not connect to local emergency services when the Device is used outside the United States or its territories. Users traveling internationally should learn the applicable local emergency number and should not assume that 911, E911, Wi-Fi Calling, or text-to-911 will operate in another country.
Wireless Emergency Alerts FCC Rule 47 CFR 10.240 (Commercial Mobile Alert System)
Wireless Emergency Alerts (WEA) are free messages sent to your device from national, state, or local emergency and public safety authorities. WEAs broadcast at a set volume that cannot be changed. WEAs may override any blocks you have on your phone.
If you receive a WEA, take the action recommended in the alert and check your local media and National Weather Service for additional information.
WEA alerts only cover critical emergency situations. Consumers can receive four types of alerts:
"National Alerts" issued by the President of the United States or the Administrator of FEMA;
"Imminent Threat" alerts involving imminent threats to safety or life;
"AMBER Alerts" about missing children; and
"Public Safety Messages" conveying recommendations for saving lives and property.
You may opt out of imminent threat alerts or AMBER alerts, but you may not opt out of National Alerts. You should keep all alerts activated for your safety, but if you choose to opt out of alerts, see your phone’s User Manual for more information about Settings.
In transmitting emergency alerts, as required by federal law, Wi-Fiber, including its officers, directors, employees, vendors, and agents, will not be liable to any Customer of, or user of, Wi-Fiber’s wireless service for any act or omission related to or any harm resulting from the transmission of, or the failure to transmit, an emergency alert; or the release to a government entity or agency, public safety, fire service, law enforcement official, emergency medical service, or emergency facility of subscriber information used in connection with delivering an emergency alert.
To learn more about WEAs, the limited availability of this service and enhanced geo-targeting, and wireless emergency alert capable devices go to the FEMA website: https://www.fema.gov/.
Customer Responsibilities
The Account Holder and Users are responsible for:
Maintaining an accurate registered emergency address for each mobile line;
Updating the address promptly when a line or Device is moved or reassigned;
Ensuring that Users understand the limitations of cellular and Wi-Fi emergency calling;
Keeping Devices charged, activated, and properly configured;
Providing the actual emergency location directly to the emergency call taker; and
Maintaining an alternative means of contacting emergency services when cellular or Wi-Fi service may be unavailable.
Do not place test calls to 911. Contact Wi-Fiber Customer Care if you need assistance confirming or updating the registered emergency address.
Mandatory Emergency-Calling Rights
Nothing in this policy limits access to emergency services or reduces any right or protection provided by applicable law. Wi-Fiber and its Network Provider will transmit wireless 911 calls and provide available location information as required by applicable law, including applicable requirements that do not depend on active subscription status.
911 and Emergency Services
Effective Date: October 1, 2026
Call 911 in an Emergency
If you are experiencing an emergency, call 911 whenever it is safe and possible to do so. Be prepared to provide the emergency call taker with your telephone number, actual location, including the address, apartment or suite number, floor, and nearby landmarks, and the nature of the emergency.
Do not rely solely on your Device to determine or transmit your exact location.
How Wireless 911 and E911 Work
When a 911 call is placed using Wi-Fiber Mobile Service, the call is transmitted over an available compatible wireless network to a public safety answering point or other emergency authority.
Enhanced 911, or E911, is intended to provide emergency personnel with the caller’s telephone number and available location information. Depending on the Device, network, signal, surroundings, and available technology, location information may be determined using GPS, nearby cell sites, Wi-Fi information, device-based location technology, or a combination of these methods.
Location information may be approximate, incomplete, delayed, or unavailable. Accuracy may be reduced indoors, underground, in elevators, in parking structures, in high-rise buildings, in remote areas, near geographic or jurisdictional boundaries, or when the Device cannot obtain a clear GPS or network signal. A 911 call may also be routed to an emergency authority that must transfer the call to the appropriate local authority.
Always tell the emergency call taker your actual location, even if the Device appears to have transmitted location information.
Registered Emergency Address and Wi-Fi Calling
If Wi-Fi Calling is available and enabled, a 911 call may be completed over a Wi-Fi and broadband internet connection when cellular service is weak or unavailable. Wi-Fi Calling may rely on the registered emergency address associated with the mobile line to route the call and provide location information to emergency personnel.
Because Wi-Fiber Mobile Service may be established through an existing Wi-Fiber Internet account, Wi-Fiber may use the Internet service address as the initial registered emergency address. That address may not reflect the actual location where every mobile line or Device is primarily used.
The Account Holder and each User are responsible for verifying that the registered emergency address is complete, accurate, and current. The address must identify a physical location and should include any apartment, suite, building, floor, or unit information needed by emergency responders. A post office box is not an acceptable emergency address.
The registered emergency address must be updated when:
The Account Holder moves or changes the Internet service address;
A mobile line is primarily used at a different address;
A Device is transferred to another User or location;
An apartment, suite, unit, building, or floor designation changes; or
Wi-Fiber requests address verification.
Unless Wi-Fiber expressly confirms otherwise, do not assume that changing an Internet billing address, Internet service address, or mailing address automatically updates the registered emergency address for every mobile line.
If Wi-Fi Calling is used from a location different from the registered emergency address, the call may be routed to the wrong emergency authority and emergency personnel may receive an incorrect location. Immediately tell the emergency call taker your actual location.
No Signal, Network Outages, and Device Limitations
A wireless Device requires access to a usable compatible cellular network or, where supported, an authenticated and functioning Wi-Fi Calling connection to complete a 911 call.
A 911 call may not complete when:
No compatible cellular network signal is available;
The Device is turned off, has no battery power, is damaged, or is not functioning properly;
Airplane mode or another Device setting prevents network access;
Wireless networks are unavailable, congested, damaged, or experiencing an outage;
Wi-Fi Calling is unavailable, disabled, not properly configured, or unsupported by the Device;
The Wi-Fi network, broadband connection, electrical power, router, modem, or other required equipment is unavailable; or
The Device cannot authenticate or connect to an available network.
Wi-Fiber and its Network Provider cannot guarantee that every 911 call will connect or that emergency personnel will receive complete or accurate location or callback information.
eSIM Activation
Do not rely on Wi-Fiber Mobile Service for emergency calling until the eSIM has been installed and activation has been confirmed on the Device.
A Device with an inactive, incomplete, suspended, or improperly installed eSIM may attempt to place a 911 call through another available compatible wireless network. However, Wi-Fiber cannot guarantee that the call will complete, that accurate location or telephone-number information will be transmitted, or that emergency personnel will be able to call the Device back.
If activation has not been completed and an emergency occurs, use another available telephone or method of contacting emergency services whenever possible.
Text-to-911
Text-to-911 is not available in every location or from every type of messaging service. Where text-to-911 is unavailable, the User may receive a bounce-back message instructing the User to contact 911 another way.
When possible, place a voice call to 911. If a text to 911 does not receive confirmation or receives a bounce-back message, attempt a voice call or use another available method to reach emergency services. Do not send a 911 message through an internet-based messaging application unless that application expressly supports emergency communications.
Use Outside the United States
911 may not connect to local emergency services when the Device is used outside the United States or its territories. Users traveling internationally should learn the applicable local emergency number and should not assume that 911, E911, Wi-Fi Calling, or text-to-911 will operate in another country.
Wireless Emergency Alerts FCC Rule 47 CFR 10.240 (Commercial Mobile Alert System)
Wireless Emergency Alerts (WEA) are free messages sent to your device from national, state, or local emergency and public safety authorities. WEAs broadcast at a set volume that cannot be changed. WEAs may override any blocks you have on your phone.
If you receive a WEA, take the action recommended in the alert and check your local media and National Weather Service for additional information.
WEA alerts only cover critical emergency situations. Consumers can receive four types of alerts:
"National Alerts" issued by the President of the United States or the Administrator of FEMA;
"Imminent Threat" alerts involving imminent threats to safety or life;
"AMBER Alerts" about missing children; and
"Public Safety Messages" conveying recommendations for saving lives and property.
You may opt out of imminent threat alerts or AMBER alerts, but you may not opt out of National Alerts. You should keep all alerts activated for your safety, but if you choose to opt out of alerts, see your phone’s User Manual for more information about Settings.
In transmitting emergency alerts, as required by federal law, Wi-Fiber, including its officers, directors, employees, vendors, and agents, will not be liable to any Customer of, or user of, Wi-Fiber’s wireless service for any act or omission related to or any harm resulting from the transmission of, or the failure to transmit, an emergency alert; or the release to a government entity or agency, public safety, fire service, law enforcement official, emergency medical service, or emergency facility of subscriber information used in connection with delivering an emergency alert.
To learn more about WEAs, the limited availability of this service and enhanced geo-targeting, and wireless emergency alert capable devices go to the FEMA website: https://www.fema.gov/.
Customer Responsibilities
The Account Holder and Users are responsible for:
Maintaining an accurate registered emergency address for each mobile line;
Updating the address promptly when a line or Device is moved or reassigned;
Ensuring that Users understand the limitations of cellular and Wi-Fi emergency calling;
Keeping Devices charged, activated, and properly configured;
Providing the actual emergency location directly to the emergency call taker; and
Maintaining an alternative means of contacting emergency services when cellular or Wi-Fi service may be unavailable.
Do not place test calls to 911. Contact Wi-Fiber Customer Care if you need assistance confirming or updating the registered emergency address.
Mandatory Emergency-Calling Rights
Nothing in this policy limits access to emergency services or reduces any right or protection provided by applicable law. Wi-Fiber and its Network Provider will transmit wireless 911 calls and provide available location information as required by applicable law, including applicable requirements that do not depend on active subscription status.