e911

Guide to magicJack’s 911 Emergency Service

About magicJack’s 911 Emergency Service

magicJack’s 911 Emergency Service differs from standard 911 service offered on traditional phone lines.

Dialing 9-1-1:

  • Requires prior activation on your part. You must register your current service address and update your registered address if you use your magicJack from a different location.
  • Will not function during a power or Internet outage.
  • Will not function if the magicJack device is damaged or disabled.
  • Is subject to the limitations of the 911 emergency response system where your registered address is located.

Please read the IMPORTANT ENHANCED 911 DISCLOSURE FOR magicJack CUSTOMERS for additional details and important information.

We recommend that you always keep your 911 Emergency Address up-to-date.

 

911 Emergency Service Restrictions

911 Emergency Services are valid for United States and Canadian addresses only:

  • US addresses require US numbers.
  • Canadian addresses require Canadian numbers.

Note: 911 Emergency Services will not work with magicApp.

 

911 Emergency Service Fees

Emergency 911 districts in certain jurisdictions request that we send email bills for Emergency 911 (E911) services on their behalf and benefit. magicJack does not profit by collecting pass-through charges for 911 authorities.

Charges are billed annually by email, and may cost anywhere from $6.00 to over $60.00 per year. On average, throughout the country, it will cost around $12.00 a year. Payments remitted are applied to the next service year.

To view your 911 bill and submit payment:

  1. Log in to the my.magicjack.com portal using the email address and password you used when you registered your magicJack.
  2. Navigate to https://my.magicjack.com/911.html.
  3. Under the 911 Paid column, click the Unpaid link. You will be brought to a billing page that provides the amount due (based on locality).

 

How Do I Activate or Update 911 Emergency Service for My magicJack?

During initial device registration, following phone number selection you will be provided with information regarding 911 service, including the option to opt-out if you are a non-US resident.

If you opted out during registration but would now like to enable 911 service, you can do so within the portal:

  1. Log in to the my.magicjack.com portal using the email address and password you used when you registered your magicJack.
  2. Navigate to Account > 911 (https://my.magicjack.com/911.html).
  3. Click the Enroll link.

If you are already enrolled, you can update your address within the portal:

  1. Log in to the my.magicjack.com portal using the email address and password you used when you registered your magicJack.
  2. Navigate to Account > 911 (https://my.magicjack.com/911.html).
  3. Under the Address column, click the drop-down and select Add a New Location.

Your physical location address is also visible and editable through the softphone (desktop application) installed on your computer.

 

About Your 911 Emergency Service Location Address

We validate each of the civic or physical locations that has been entered.

A color-coded symbol is used to identify the verification status:

  • RED: We cannot identify your physical location. Please ensure the accuracy of the provided information.
  • BLACK: A non-US location has been entered. If a non-US location is entered, no services will respond if you dial 911.
  • YELLOW: We cannot immediately identify your physical location. Verification may take a few days.
  • GREEN: Your physical location address has been verified.

 

Can I Delete a 911 Emergency Service Location or Disable 911 Service?

Once enabled, 911 service cannot be disabled. You may not delete a 911 Emergency Service location. You may, however, add a new address.

IMPORTANT ENHANCED 911 DISCLOSURE FOR magicJack CUSTOMERS

Please read and review the following information carefully:

The Federal Communications Commission (FCC) recently adopted an ENHANCED 911 (E911) VoIP Order that requires some service providers, to inform their customers of any differences between the E911 access capabilities available with their service as compared to the E911 access capability available with traditional telephone service.

magicJack, LP (“magicJack”) is not obligated to provide E911 service under the recently adapted FCC E911 VoIP Order, but it has chosen to voluntarily offer E911 service where available. There are important differences between magicJack’s E911 service and E911 access capabilities of traditional telephone service. It is important that you understand how these differences affect your ability to access E911 services. For example, in certain circumstances, you may not be able to contact emergency services by dialing 9-1-1 using the magicJack device.

We ask that you carefully read this E911 Disclosure and follow the advice and instructions strictly, for your safety’s sake.

The FCC’s E911 VoIP decision also requires some service providers to obtain and keep a record on file showing that you have received and understood this E911 Disclosure. magicJack appreciates your assistance in our voluntarily E911 service offering by checking the applicable box on the registration screen.

You may obtain a copy of the FCC regulation and accompanying E911 VoIP decision in Docket No. 05-196 at the following link: http://www.fcc.gov/cgb/voip911order.pdf.

You should never dial 911 in a non-emergency situation or “test” your 911 service. Dialing 911, in a non-emergency situation, is a crime and many locales prosecute offenders.

LIMITATIONS ON ACCESS TO E911 SERVICES

  1. You should consider maintaining an alternate means of contacting E911 services. The magicJack E911 service differs from traditional E911 service. You understand and acknowledge that you should consider having an alternate means of contacting E911 services and inform your magicJack device users of this.
  2. magicJack emergency services may not operate during a power outage. You understand and acknowledge that you may not be able to use your magicJack device to contact E911 services if your power is disrupted. Once power service is restored, you may be required to reset or reconfigure your Internet service before you will be able to use it to contact E911 services. You are responsible for providing an uninterruptible backup power supply to ensure continued operation of electrical equipment, including customer premises equipment necessary to provide Internet service, in the event of a power outage.
  3. magicJack E911 services will not operate if your broadband connection is disrupted. You understand and acknowledge that you will not be able to use your magicJack device to contact E911 services if your broadband connection is disrupted. Once your broadband connection has been restored, you may be required to reset or reconfigure your Internet equipment before you will be able to use the magicJack device to contact E911 services.
  4. magicJack E911 services will not operate unless you register your correct service address with magicJack. You understand and acknowledge that you must provide magicJack with your correct service address in order for E911 services to work. If you notice that the location information identified in your 911 registration section of the magicJack menu is inaccurate, you can correct your service address by going to the magicJack menu and selecting E911.
  5. magicJack E911 services will not operate correctly if you disable, damage or move the magicJack device to another location. If you disable, damage or move the magicJack device to a location other than the service address you provided when it was registered, it will not function. If you wish to move to a new address go to the magicJack menu and select the E911 option, or click here.
  6. magicJack E911 service will not operate outside of the United States and Canada.
  7. magicJack is only able to provide E911 service in cities and towns where the local Public Safety Answering Point, or PSAP, is technically capable of receiving your address information with your E911 call. If the PSAP that serves your area is not equipped to receive your magicJack registered address, you will need to provide the 911 operator with your address information orally.

We want to make sure we have given you the tools to keep you, your families and your coworkers safe each time you dial 911.

Please click here to register or change your 911 address.