Emergency calls
How emergency calls work over your phone system, which numbers to dial, and how to keep your emergency address up to date.
You can call emergency services from your phone system, but internet phone calls have limits that landlines don’t. Where possible, use a mobile phone to call emergency services.
Summary
Section titled “Summary”- Dial 999 or 112 for police, fire, ambulance and coastguard.
- Always tell the operator your name, location and contact details.
- Keep the emergency address for each of your phone numbers up to date.
- Your phone system won’t work during a power, network or internet outage. Keep a mobile or another phone service available.
- You must tell everyone who uses your phones about these limits.
Who it applies to
Section titled “Who it applies to”Every customer with UK phone numbers, and everyone who makes calls on their phones.
Emergency numbers in the UK
Section titled “Emergency numbers in the UK”| Number | What it’s for |
|---|---|
| 999 | The main emergency number. Connects you to police, fire, ambulance and coastguard. |
| 112 | Works the same way as 999. |
| ::: |
Only call emergency services in an emergency, for example when:
- someone is seriously injured or needs urgent medical help;
- your life or property is being threatened;
- you’ve witnessed a serious accident or crime.
If it isn’t urgent, call your local police station, fire service or ambulance service instead.
In the UK, call 101 to contact the police when it isn’t an emergency, or 111 for urgent medical help from the NHS that isn’t life-threatening.
How emergency calls differ on an internet phone service
Section titled “How emergency calls differ on an internet phone service”A traditional landline is linked to a fixed street address. Its emergency calls go straight to the nearest response centre, and the operator can see where you are.
An internet phone service isn’t tied to a location: your phone could be anywhere in the world. Emergency calls are first routed through a third-party service provider, then to the nearest response centre. This can delay the response.
Emergency services may not have your details on file. To avoid help being sent to the wrong place, always tell the operator your name, your location and how to contact you.
Keep your emergency address up to date
Section titled “Keep your emergency address up to date”In an emergency, your provider will try to give emergency operators the details on your account. Make sure each phone number has the correct emergency address.
- Go to Services › Phone numbers › Active numbers.
- Click Emergency address management and check the address for each number.
- Update any address that has changed, for example after an office move.
When your phone system may not work
Section titled “When your phone system may not work”Your phone service depends on a working internet connection and power. You may not be able to make any calls, including emergency calls, during:
- a power outage;
- a network or internet outage, including internet congestion.
Keep a mobile or another phone service available so you can always reach emergency services.
If your account is suspended for non-payment, you can still call 999 and 112. All other calls are blocked until the account is restored.
Tell your users
Section titled “Tell your users”You’re responsible for telling anyone who uses, or may use, your phone service about how emergency calls work and their limits.
Contacts
Section titled “Contacts”- Emergency services: 999 or 112.
- To change an emergency address you can’t update in the portal, or for questions about this policy, raise a support ticket.