111 emergency calling and VoIP

Please read this if you use a Talk2Me VoIP phone service. It covers an important safety difference between VoIP and a traditional phone line.

VoIP is not a traditional phone line

A VoIP service makes calls over your internet connection rather than the old copper network. It works well day to day, but it behaves differently in an emergency.

In a power cut or internet outage, your VoIP phone may not work, and you may not be able to call 111.

This is different from an old copper line, which could keep working in a power cut.

How to stay safe

• Keep a charged mobile phone as a backup for emergency calls.
• If anyone in your home relies on a phone for medical or safety reasons, talk to us about the right setup, and consider a medical alarm provider that is designed for this.
• Make sure your address details with us are correct, so emergency services can be directed if needed.

When you move

111 location information is tied to your registered address. If you move your VoIP phone or adapter to a different address, calls to 111 may show the wrong location. Always let us know when you move.

If you have any questions about emergency calling, please get in touch. We are happy to help you set things up safely.