VoIP 999 notice

Last updated: [PLACEHOLDER: date]

You can call 999 and 112

When your VoIP Vixen line is connected and working, you can call the UK emergency services on 999 or 112, just as you would from a telephone line.

The service needs power and internet

VoIP calls travel over your broadband or mobile data, and your router or handset needs power. If there is a power cut, if your router is switched off, or if your internet connection fails, you may not be able to make or receive any calls — including calls to 999 or 112.

This is different from some traditional copper landlines, which can sometimes still make emergency calls during a power cut.

Your location may be less precise

On a traditional landline, emergency services often receive a registered address for that line. On a VoIP service your location can be less certain, especially if you take calls on the app away from home. Always be ready to say where you are, and keep your registered service address up to date when we ask for it.

How we will collect and update your location or service address is [PLACEHOLDER: process to be confirmed].

Have a backup if you rely on 999

If you need a reliable way to reach the emergency services — for example, if you do not have a mobile, or you have a medical or personal reason to rely on 999 — you should keep a charged mobile phone, or another working line, as a backup. Do not rely on a VoIP line as your only means of calling 999 if a power or internet failure would leave you unable to call.

If you move, or use the app away from home

Tell us if your main service address changes. If you are out, or using the app on the move, you must be able to tell the operator your location if you call 999.

Further information

Ofcom publishes guidance for consumers on making emergency calls from telephone services, including VoIP. We will add any required registration or wording here once the final notice is approved.

Questions? See the help centre or contact us.