911VoIP.org :: Net-Based 911 Fight Puts Lives on Line

Making sure 911 emergency help is there if you need it

ConsumerReports.org
Posted January 2006

In the long aftermath of the devastating hurricanes of 2005, few questions remain more urgent than whether we can count on our phone systems in times of trouble. More than 3 million customers’ phone lines were knocked out in Louisiana, Mississippi, and Alabama by wind and water during Hurricane Katrina in August 2005. Many of the phone lines that still worked couldn’t summon help because 911 call centers or the switching centers that route calls to them went down. Wireless phones also proved useless in many places, as more than a thousand cell sites and their switching centers became inoperative in the wake of the storm.

Some residents of the affected areas managed to reach help using other phone services, including text messaging over their wireless phones, Voice over Internet Protocol (VoIP), and satellite telephony. “Katrina proved that in emergencies you now have multiple ways of communicating,“ says Rick Jones of the National Emergency Number Association. “All worked in certain places, and all didn’t work in certain places. Every service had its limitations.”

The lesson for consumers is that while a single telephone account could suffice for individual emergencies, no one service can currently be counted on to work in a widespread calamity. For that reason, you may want to hedge your bets by subscribing to more than one type of phone service. Here’s what to consider:

Landlines are vulnerable. The traditional wired phone system still sets the standard for reliability in emergencies, automatically providing local 911 centers with the caller’s address. That can be a lifesaver in the event of a heart attack or stroke, for example. Yet as was dramatically demonstrated by Katrina, landline service can be disrupted too. Nearly a month after the hurricane, hundreds of thousands of wired phones were still cut off from service.

Most cell phones can’t be located in an emergency. With more than 50 percent of all 911 calls made from wireless phones, and about one-third of cell phones purchased just for emergencies, many consumers depend on mobile telephone service in times of distress. But mobility has its price, requiring advanced technology to provide a 911 caller’s position to local dispatchers.

The Federal Communications Commission, which regulates interstate calls, mandated that by Dec. 31, 2005, wireless 911 callers’ position information, accurate to within several hundred feet, must be available to local emergency responders. At this writing, however, the wireless E911 system has not been fully deployed, so be prepared to provide location information when calling 911, which may be tricky at night or in an unfamiliar place. You can check on local compliance at nena.ddti.net.

Internet 911 is improving but still spotty. During Katrina, VoIP worked well in locations where broadband Internet connections were available. For instance, New Orleans city officials were first able to communicate with the outside world via VoIP. The FCC directed VoIP providers to make their services E911-compatible by Nov. 28, 2005. At this writing, some urban areas in the U.S. are supporting E911 calls from most VoIP providers, while rural areas are taking longer to comply. As a result, VoIP still isn’t a reliable replacement for landline 911 service for many consumers.

Satellite phones also have drawbacks. The most consistently available emergency phone service throughout Katrina’s onslaught and aftermath was satellite telephony. This service, used primarily by government, industry, and nomadic world travelers, is now generating interest as a backup option for emergencies. Handsets are somewhat bulkier than cell phones and sell for $750 to $1,500, plus the price of the calling plan. Unfortunately, satellite phones also have limitations. The phones require a clear view of the sky, making indoor use iffy, and adverse weather may also pose problems.

911 can call you. One result of the hurricanes’ devastation has been greater interest in emergency community notification programs, which use automated outgoing telephone calls, e-mail, and text messages to tell residents about evacuations, environmental threats, or missing persons. This is usually referred to as Reverse 911, a trademark of Sigma Communications, the firm that originated the underlying technology. Such service is already in place in communities from Brookline, Mass., to San Diego, Calif. Note that these systems often rely on landline numbers from phone directories; people with unlisted numbers or wireless or VoIP service must provide their phone numbers to be included.

What You Can Do

Have more than one type of phone. First, keep a landline phone, even if you subscribe to the most basic level of service. VoIP still isn’t ready to replace landline, in our view. A satellite phone may be a worthy option, but its expense will be hard to justify for most people. Keep your wireless phone’s battery charged, have a spare, and/or a car charger, and also consider the following steps:

Learn to use text messaging. In Katrina-battered New Orleans, wireless voice calls jammed the few remaining cell sites. But the same damaged telephone system continued to deliver text messages. If you’re not familiar with creating and sending a text message, consult your phone’s instruction book or the nearest teenager.

Get a locatable cell phone. If you’re using a handset that’s more than two years old on the Sprint, Nextel, or Verizon wireless systems, it may not have the Global Positioning System (GPS) technology that would help a 911 operator determine your location. Look for the GPS logo in the instruction manual or on the box, or ask your carrier. If not, consider getting a new phone, just in case.

ICE your cell phone. This idea, which apparently originated with a British paramedic, could assist rescue personnel if you are ever incapacitated. You simply create a contact in your cell phone’s memory with the name ICE (for “In Case of Emergency”), listing the numbers of people you would want to be notified.