Last Updated: April 22, 2025

This disclosure provides BRAND wireless, LLC’s (“BRAND wireless”) customers (“you” and “your”) with information to help understand the differences between 911 and e911 access using BRAND wireless Wi-Fi Calling service (the “Wi-Fi 911 service”) and the access available through traditional landline telephone service. Please review this notice carefully. If you have any questions or concerns, contact BRAND wireless Customer Support at 1-888-BRANDWL or by dialing 611 from your Device during normal business hours.

BRAND wireless and its suppliers disclaim all liability for any loss, injury, or damage resulting from failed or misdirected 911 calls made over Wi-Fi Calling, including but not limited to power or internet outages, incorrect address information, network routing issues, or service disruptions.

By enabling Wi-Fi Calling, you acknowledge that you have read, understood, and agreed to the limitations of the Wi-Fi 911 Service as described in this notice.

1. Service limitations during power outages

The Wi-Fi 911 service may not function during a power outage. If your Wi-Fi router or connected equipment loses power, you will not be able to place 911 calls using Wi-Fi Calling until power is restored. Restarting or reconfiguring equipment may be required after an outage. We strongly recommend maintaining a backup power solution (such as a UPS), having an alternate communication method (like a landline), and securing a backup internet connection.

2. Service limitations during internet or service outages

The Wi-Fi 911 service will not function if your broadband internet connection is interrupted, or if your BRAND wireless service is suspended or terminated. Once service is restored, you may need to reboot or reconfigure your device before 911 calling is available again.

3. Address accuracy is critical

Your calls to 911 using Wi-Fi are routed based on the “Registered Address” you provide to BRAND wireless. If this address is missing, outdated, or incorrect, your call may be directed to the wrong emergency call center or may fail to provide your location to responders. You must keep your address up to date through your BRAND wireless account settings or by contacting Customer Support.

4. Equipment relocation risks

If you move your device to a new address without updating your Registered Address with BRAND wireless, emergency services may be dispatched to the wrong location. It can take up to two hours for an address update to take effect. Always update your address before moving or using Wi-Fi Calling in a new location.

5. Emergency callbacks may not be possible

Emergency responders may not always be able to see your phone number when you dial 911 via Wi-Fi Calling. This depends on the capability of local emergency call centers and the routing network. If a call drops or is disconnected, responders may not be able to call you back.

6. Location may not be detected automatically

If you dial 911 using Wi-Fi Calling from a location other than your Registered Address, you must be prepared to state your exact location. Emergency personnel may not be able to determine where you are if you’re unable to speak or if the call disconnects.

7. Delays due to network architecture

Unlike traditional 911 calls, Wi-Fi 911 calls may be delayed or routed to a general administrative number rather than a dedicated 911 dispatcher. Network congestion, technical limitations, or call center limitations may result in busy signals or delayed responses.

8. Always have an alternative means of contacting 911

BRAND wireless does not offer lifeline or primary home phone services. You should always have a backup method to reach emergency services, such as a landline, another mobile phone, or a dedicated VoIP system.

9. Availability outside the U.S.A

Wi-Fi 911 is designed for use within the United States only. If you are outside the U.S., calls to 911 using Wi-Fi Calling may not be supported or may be routed incorrectly. Always have an alternative means to contact local emergency services when traveling.