#Emergency services

All telephony services are enabled to dial the UK emergency services on 999 or 112.

Important

You must not dial the emergency services except in the event of a genuine emergency.
Making test calls to 'see if it works' is entirely unacceptable. You may not perform any test calls without our prior authorisation.

#Reliability

It's important to understand that our VoIP service is what is known as an 'over the top' service. This means that it is a telephone service running over the top of your own Internet access service.

This means that dialing 999 or 112 in an emergency may not be reliable as it will depend on your Internet service to be working properly at the time. If your Internet service is not working as expected, you may be unable to dial the emergency services.

We would advise using a mobile phone rather than VoIP for calling 999 or 112.

#Address submission

You must keep us up to date with the address information of any fixed line services you hold with us. It is your responsibility to ensure these addresses are accurate and remain up to date.

If you submit address data and the BT Emergency Handling Authority (EHA) requires further information, they may contact us in regards to this. We will then reach out to you to clarify what the issue is and have it corrected.

Please take care when submitting addresses as it is a billable event if the EHA needs to contact us for further information.