Basic 9-1-1 service is an emergency telephone system which automatically connects wireless 9-1-1 calls to a designated 9-1-1 Communications Center. Basic 9-1-1 may or may not provide the wireless phone’s 10-digit call-back number and estimated location. The handset must have battery power and be in a coverage area to complete a 9-1-1 call.

Enhanced 9-1-1 Phase I service is the first step in providing better emergency response service to wireless 9-1-1 callers. Public Safety/9-1-1 Communications Centers need to send a letter to mobile365 requesting Phase I service deployment at their agency. Once Phase I service has been implemented, when a wireless 9-1-1 call comes into the 9-1-1 Communications Center (also called a Public Safety Answering Point or PSAP), the call-taker's computer screen will show the wireless phone's 10-digit call-back number if one has been assigned to the calling handset. In the event the wireless phone call is dropped, the call-taker may contact the caller. Phase I service also identifies the cell site/sector location information that the call was originated on to the call-taker's computer screen. This provides the call-taker with a general location (i.e. within the site coverage area) of the caller. The handset must have battery power and be in a coverage area to complete a 9-1-1 call.

Public Safety/9-1-1 Communications Centers need to send a letter to mobile365 requesting Phase II service deployment at their agency. With Phase II service, the location information that is provided to the 9-1-1 Communications Center is the approximate X, Y (longitude, latitude) location of the handset making the 9-1-1 call. This location information is typically more accurate than the Phase I location information (cell site/sector). As with Phase I, Phase II service allows call-takers to receive both the caller's wireless phone number and their estimated location information. Since early 2004, mobile365 has been deploying Phase II services. mobile365 utilizes a hybrid solution, referred to as U-TDOA, Uplink-Time Difference of Arrival and AGPS, Assisted Global Positioning System, to provide an estimated Phase II location to the 9-1-1 Communications Center. The handset must have battery power and be in a coverage area to complete a 9-1-1 call.

Placing a voice call to 9-1-1 is your best option during an emergency. At this time, some 9-1-1 Centers are able to receive and/or respond to text messages sent to 9-1-1 via a mobile365 handset. If a customer attempts to send a text to 9-1-1 in an area where the service is not available, an auto-reply message will be sent to the handset stating: “Please make a voice call to 911. There is no text service to 911 available at this time in this area. This is a free message.” mobile365 entered into a voluntary agreement to begin the deployment of Text to 9-1-1 service starting in mid-2014. Public Safety/9-1-1 Communications Centers will need to send a letter to mobile365 requesting Text to 9-1-1 service deployment at their agency once they are ready to receive text messaging. Please note, making a voice call to 9-1-1 is still the most efficient way to contact emergency services.

No. All of mobile365’s wireless handsets give mobile365 subscribers access to Enhanced 911 services (also called “E911”). E911 service gives mobile365 the ability to route a 911 call to the designated 911 Communications Center serving your location and deliver your telephone number and location information automatically to the emergency operator answering the call. E911 is different from Basic 911 service because Basic 911 does not provide the 911 Communications Center with your telephone number or location information.

No. The Public Safety/9-1-1 Communications Center serving a particular area requests the service from mobile365, not the subscriber. Once the service is requested by the 9-1-1 Communications Center and deployed by mobile365, it is provided for all the mobile365 network users in that area. mobile365 has deployed Enhanced 9-1-1 Phase I and Phase II service throughout much of the country.

Because there are over 6,100 9-1-1 Communications Centers in the United States, we suggest you contact the 9-1-1 Center in your area by calling their non-emergency/administrative phone number (usually found near the front of the local phone book or directory) to determine that agency's ability to receive wireless Enhanced 9-1-1 calls.

RTT calls may be answered by emergency services personnel using TTY devices. Consumers using RTT to contact 911 should be aware of the differences between RTT and TTY, including how certain characters are translated between the two and that emergency responders who answer the call are likely to use TTY etiquette in their responses. If you experience difficulty making an RTT call to 911, you may want to try an alternative means of reaching 911, including making a voice call or using a Telecommunications Relay Service.

No. Please do not call 9-1-1 to simply test the system. mobile365 works very closely with the 9-1-1 Communication Centers to deploy the best possible 9-1-1 service. Please be sure to register and update the location of your service as described above.

• Federal Communications Commission
• National Emergency Number Association
• Association of Public-Safety Communications Officials
• Emergency Services Interconnection Forum

When you first enable Wi-Fi Calling on mobile365, you must provide us with the primary street address at which the Wi-Fi Calling service will be used (“Your E911 Registered Address”). When you a place a 911 call, even if you have Wi-Fi Calling services enabled, if a cellular connection is available, your handset will always place the 911 call over the handset’s native dialer using a cellular connection to improve call quality and location accuracy for emergency services. However, if you place 911 call over Wi-Fi, we will route your 911 call to your designated 911 Communications Center based on Your E911 Registered Address. For example, if Your E911 Registered Address is in New York, but you place a 911 call over Wi-Fi while in California, the 911 call will be routed to a New York-based 911 Communications Center based on Your E911 Registered Address. Therefore, you should provide the 911 Communications Center with your contact information and current location when calling 911 using Wi-Fi. Furthermore, you agree to update your E911 Registered Address if you plan on using the Wi-Fi Calling service at a location different from Your E911 Registered Address. You can update Your E911 Registered Address by accessing your Mymobile365.com account or by contacting mobile365 Customer Care.

Calls to 911 from a TTY will not work when using WiFi Calling or Voice over LTE (VoLTE). If you are deaf or hard of hearing and need assistance in communicating over the telephone, mobile365 recommends that you use an internet-based Telecommunications Relay Service such as Video Relay Service, IP Relay Service, or IP Captioned Telephone Service, including for calls to 911. mobile365’s HSPA+ and LTE data services can support these relay services. In addition, as of December 31, 2017, mobile365 Real-Time Text (RTT) technology is available on mobile365’s network and can be used on select devices to contact 911. For more information, see www.mobile365.com/accessibilitypolicy

Federal regulations require all wireless carriers to deliver 911 calls to the correct Public Safety/9-1-1 Communications Center. However, mobile365 cannot guarantee any level of 911 service on any network other than mobile365's own.