Important E-911 Information

Pinnacle Telecom's 911 Dialing is different than traditional 911, but it is a safe and reliable means of emergency dialing that may differ depending on where you are located when using your Pinnacle Telecom's service.

Most of our customers (other than WiFi and Softphone customers) have access to either basic 911 or Enhanced 911 (E911) service. With E911 service, when you dial 911, your telephone number and registered address is simultaneously sent to the local emergency center assigned to your location, and emergency operators have access to the information they need to send help and call you back if necessary. Customers in locations where the emergency center is not equipped to receive your telephone number and address have basic 911.

With basic 911, the local emergency operator answering the call will not have your call back number or your exact location, so you must be prepared to give them this information. Until you give the operator your phone number, he/she may not be able to call you back or dispatch help if the call is not completed or is not forwarded, is dropped or disconnected, or if you are unable to speak.

As additional local emergency centers become capable of receiving our customer’s information, Pinnacle Telecom's will automatically upgrade customers with basic 911 to E911 service. Pinnacle Telecom's will not give you notice of the upgrade.

Certain customers do not have access to either basic 911 or E911. If you don’t have access to basic 911 or E911 your 911 call will be sent to the Pinnacle Telecom's national emergency call center. A trained agent at the emergency call center will ask for the name, telephone number and location of the customer calling 911, and then contact the local emergency center for such customer in order to send help.

Examples of situations where 911 calls will be sent to the Pinnacle Telecom's national emergency call center include when there is a problem validating a customers address, the customer is identified with an international location, or the customer is located in an area that is not covered by the landline 911 network.

In addition, if you use a WiFi or SoftPhone, due to the portable nature of these Devices, your 911 calls will be routed to the Pinnacle Telecom's national emergency call center. Emergency personnel do not receive your phone number or physical location when your 911 call is routed to the Pinnacle Telecom's national emergency call center.

Pinnacle Telecom's will initially register the physical location where you will first utilize Pinnacle Telecom's phone service for each phone line.

**Please verify your 911 address before using the service. Also, please note that if you move your device to another location, you must register your new location.

** You can verify or change your address by going to the website www.PinnacleTelecom.com and selecting the Commportal login and go to the Settings tab.

If you do not register your new location, any 911 call you make may be sent to an emergency center near your old location.

Remember that our 911 Dialing service will not function in the event of a broadband or power outage or if your broadband, ISP, or Pinnacle Telecom's phone service is terminated.

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