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Vonage Deadly delay on Vonage 911? Published: May 9, 2005, 10:55 AM PDT By Ben Charny Staff



Deadly delay on Vonage 911?
Published: May 9, 2005, 10:55 AM PDT
By Ben Charny
Staff Writer, CNET News.com
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A Florida family says inadequacies in Vonage's 911 Net phone service played a role in the death of their 3-month-old daughter, one of several such claims that have drawn increasing attention to a sensitive regulatory issue.

The family's complaint, reported last week on a Florida TV news station, comes just days before U.S. telephone regulators are likely to force Vonage and all other Net phone operators to dramatically improve their emergency calling services.



Cheryl Waller of Deltona, Fla., a recent convert to Vonage, told WESH-Channel 2 that in March she dialed 911 to get help when her daughter, Julia, stopped breathing, but instead heard a recorded voice informing her that the sheriff's department's administrative offices were closed. The few seconds it took for Waller to run to a neighbor's to get help may have cost Julia her life, she told the TV station.

Waller's complaint is similar to one Vonage faces in Texas, where a lawsuit filed by state Attorney General Greg Abbott claims that the operator misleads subscribers about the reliability of its 911 service, a claim Vonage denies. The suit was filed after an incident in March in which a Houston teenager using Vonage service allegedly encountered problems connecting to a 911 dispatcher after her parents were shot during a robbery. Soon thereafter, the Federal Communications Commission laid the framework for stricter Net phone 911 rules that are scheduled to be unveiled on May 19, according to several sources.

Concern generated by the events in Houston and Florida highlights potential problems with the circuitous route Net phone 911 calls actually take. Rather than putting callers through directly to a dispatcher, the service sometimes redirects them to the dispatch center's administrative offices, which typically are closed. Another drawback is that Net phone 911 calls are not accompanied by the caller's address and phone number.

"We are starting to get a lot of these calls on nonemergency lines," an emergency services dispatcher wrote after signing a petition the Wallers created to urge lawmakers to force Vonage and other Net phone operators to fix their 911 problems.
Repairs under way for server speed tests

The problem for Net phone operators, which lets Internet connections double as home phone lines, is mainly one of access to the nation's 911 infrastructure, which is owned by the four giant local phone companies known as the Bells. The situation appears to be quickly resolving itself, however, because the Bells have begun striking access deals with Vonage in the last few weeks.

In an interview last week before news of the Florida girl's death surfaced, Vonage Chief Financial Officer John Rego said that as a result of the new FCC rules, Net phone operators will likely have until the end of the year to have a fully functioning 911 service.

"That's a little aggressive," Rego said. "It took cellular operators 10 years to get there."


It's nice to see that John Rego shoots high for his customers. Unreal.



Read The Full Thread:

My call to 911 did not work


Did anyone watch CNN a few minutes ago? They had a lady with her attorney talking
Ok, after being on the phone with vonage a long time (1+ hour), the vonage employee
After being on hold and on the phone for over an hour I get a canned response to my
I'll get this routed to the correct people who should be able to either fix this
Ill put it in the guys name that handles 911. We have to update the PSAP your particular
I respect Mr Rego's comment - it is very factual. Plus, Vonage is being forced to
well, he's got 120 days to clean it up now according to the CNet news. People

DING DING. We have a winner. You are dead on jnuzzi. Not only does the ToS state that

BlahFrickinBlah posted "Deadly delay on Vonage 911? Published: May 9, 2005, 10:55 AM PDT By Ben Charny Staff" on 05/17/2005

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†AK and HI residents pay $29.95 shipping. ††Limited time offer. Valid for residents of the United States (&DC), 18 years or older, who open new accounts. Offer good while supplies last and only on new account activations. One kit per account/household. Offer cannot be combined with any other discounts, promotions or plans and is not applicable to past purchases. Good while supplies last. Allow up to 2 weeks for shipping. Other restrictions may apply.

1Unlimited calling and other services for all residential plans are based on normal residential, personal, non-commercial use. A combination of factors is used to determine abnormal use, including but not limited to: the number of unique numbers called, calls forwarded, minutes used and other factors. Subject to our Reasonable Use Policy and Terms of Service.

2Shipping and activation fees waived with 1-year agreement. An Early Termination Fee (with periodic pro-rated reductions) applies if service is terminated before the end of the first 12 months. Additional restrictions may apply. See Terms of Service for details.

HIGH SPEED INTERNET REQUIRED. †VALID FOR NEW LINES ONLY. RATES EXCLUDE INTERNET SERVICE, SURCHARGES, FEES AND TAXES. DEVICE MAY BE REFURBISHED. If you subscribe to plans with monthly minutes allotments, all call minutes placed from both from your home and registered ExtensionsTM phones will count toward your monthly minutes allotment. ExtensionsTM calls made from mobiles use airtime and may incur surcharges, depending on your mobile plan. Alarms, TTY and other systems may not be compatible. Vonage 911 service operates differently than traditional 911. See www.vonage.com/911 for details.

** Certain call types excluded.

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