Last Updated: 13 October 2025
VoIP Emergency Services (999/112) – Important Information
Applies where you take Gig VoIP/telephony services.
Critical Safety Information: VoIP emergency calling may not function during power, equipment, or broadband failures. Always maintain an alternative means of contacting 999/112.
1) Service dependency & availability
- VoIP depends on power, your router/ATA/handset, and your broadband/Local Area Network.
- During power cuts, modem/router failure, or broadband outage, 999/112 calls may fail.
- Where reliability is critical (e.g., health alarms), you should maintain an alternative means of access to emergency services (e.g., mobile phone).
2) Emergency location information
- 999/112 operators rely on the registered installation address you provide. If you use the service at a different or temporary location (nomadic use), the address presented to emergency services may be incorrect.
- You must keep your emergency address up to date in the Gig portal or by contacting support. We're not responsible for errors where you haven't updated your address.
3) Access limitations & number porting
Emergency calls may be unavailable:
- Before service activation or while porting numbers,
- After service suspension/termination,
- When using certain international/overseas locations, or
- Due to events outside our reasonable control (see Force Majeure).
- Test/emergency access numbers provided by alarm/elevator systems may not be compatible with VoIP. Check with your device vendor.
4) Power backup
- Gig does not guarantee power to customer equipment. If you require continuity, use a battery backup/UPS for your ONT, router, ATA, and IP phone.
- Battery life varies with load and is your responsibility to size, maintain, and periodically test.
5) Caller ID & routing
- We will attempt to pass your CLI (caller ID) and emergency address; however, CLI suppression or non-standard endpoints may affect routing.
- Keep your account details accurate.
6) Customer acknowledgements
By using Gig VoIP you acknowledge that:
- VoIP emergency calling may not function during power, equipment, or broadband failures.
- You will maintain an alternative means of contacting 999/112.
- You will keep your service and emergency address details current.
- You have verified compatibility of any critical devices (alarms, lift lines, payment terminals, telemetry).
Recommended: Keep a charged mobile phone available as a backup for emergency calls.
Remember: Always keep a charged mobile phone as a backup for emergency calls. VoIP services may not work during power cuts or internet outages.
