Frequently Asked Questions

Voice over Internet Protocol (VoIP) is an emerging technology that allows voice quality calls to be made over Internet connections. To access a VoIP service, the customer needs the provided adapter which is placed in between the computer and high-speed internet and a standard household telephone.

Unlike the traditional Public Switched Telephone Network (PSTN), VoIP uses advanced technology to convert your voice into data that allows you to place and receive calls over a high-speed broadband internet connection. Also VoIP is not confined to your home - VoIP service can be accessed from anywhere there is a high-speed broadband internet connection.

There are a number features that make VoIP appealing to consumers. The following are a few of those features:

• There is cost savings associated with making long distance calls over the Internet rather than the (PSTN). Since VoIP doesn't use a traditional telephone service there are no long distance charges to incur.
• VoIP is portable - a VoIP subscriber can take the VoIP adapter with them anywhere they go as long as there is a high speed broadband connection. This portability allows the subscriber to keep their local number when they are away from their home.
• Some VoIP providers allow customers to have Vanity Numbers, which lets you choose a specific sequence of digits that often spells a word or company name using the letters on your phone keypad.

Yes, with an adapter you can use it anywhere in the world where you have a high-speed broadband internet connection. You can bring your VoIP adapter anywhere and you won't pay long distance rates when calling back home. For example if a VoIP subscriber travels from their home in Boston to California they can call home to Boston and receive calls from Boston with no long distance charges even though they are physically in California.

Yes, your service will work even if you are simultaneously accessing the Internet, sending files or instant messaging over the same broadband connection with your computer.

It depends on your VoIP service provider. VoIP is regulated at the federal level, therefore VoIP service providers (VSPs) are not subject to the Commonwealth's E 911 requirement. In June of 2005 the Federal Communications Commission (FCC) issued an Order, (FCC 05-116) mandating that all VSPs deliver E 911 services no later than November 28, 2005.

The State 911 Department has worked with our E 911 service provider and VSPs serving Massachusetts to integrate the technology into our E 911 system. Before a VSP can be approved to provide VoIP service in Massachusetts they must go through a testing process with the State 911 Department to ensure the calls are delivered with complete and accurate information. For a list of VSPs currently approved to provide E 911 service in Massachusetts please visit the State 911 Department page.

A VoIP emergency service differs in a number of important ways from traditional emergency response services:

• A public safety answering point (PSAP) may get an emergency call on a regular ten digit line without location information or call back number.
• An accurate, up to date Service Address is required to route your calls to the closest PSAP in the event that you dial 911.
• If you relocate your VoIP Service phone on a temporary basis, such as taking your equipment with you when you go to a vacation home, you must use a different telephone to dial 911 from your new location.
• VoIP will not work during power outages, network outages network congestion. The use of data services at the same time as VoIP might also affect sound quality.

Here are some important tips when considering going to a VoIP phone service:

• Confirm with the VSP that they provide E 911 services and are in compliance with FCC Order 05-116.
• Provide your accurate physical address to your VSP to ensure that emergency services can be quickly sent to your location.
• Be familiar with your VSPs procedures for updating your address, and promptly update address information in the event of a change.
• Have a clear understanding of any limitations of your 911 service.
• Inform children, babysitters, and visitors about your VoIP service and its 911 limitations, if any.
• If the power is out or your broadband connection is down, be aware that your VoIP service may also be out. Consider installing a backup power supply, maintaining a traditional phone line and analog phone, or having a cellular phone as a backup.
• If you have questions about whether the phone service you are receiving is a VoIP service, contact your service provider for further information.