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LIMITATIONS AND RISKS IN USING CAPTIONCALL WHEN MAKING 911 OR 988 CALLS

Your CaptionCall service relies upon you to provide power and an Internet connection. As such, you may not be able to place a 911 or 988 call, or captions may not be available on your 911 or 988 call, for the following reasons:

  • loss of power;
  •  loss of or degradation of your Internet connection to the CaptionCall handset or your mobile device, including from an outage or congestion in your local network or insufficient mobile data;
  • technical trouble or human errors, including a hardware or software malfunction or captioning errors by software or human captioning agents; or
  • termination, suspension, restriction, or cancellation of your use of the hardware or software under this Agreement.

For CaptionCall Installed at a Fixed Location Using a Third Company’s Telephone Service. Your voice service provider handles the routing of all your calls, including 911 and 988 calls. However, unlike a conventional telephone, your CaptionCall handset requires external power to operate and cannot dial in the event of a power outage. In the event that your CaptionCall handset is not functioning, you should place your 911 or 988 call using any other telephone you have.

For CaptionCall Installed at a Fixed Location Using a CaptionCall Provided Voice Service. If you need to place an emergency call, you can dial 911 (emergency calls) or 988 (Suicide and Crisis Prevention Lifeline) through CaptionCall’s voice service. However, emergency calls from this service work differently than traditional 911 services over a landline telephone and do not function without power and internet access. As such, you may prefer to place 911 or 988 calls through another voice telephone connection that you have.

To best enable your call to be routed to the proper emergency response center and to ensure that the emergency response personnel can send help to your physical location, CaptionCall needs to obtain the address from which you are placing the emergency call. You are responsible for providing CaptionCall with your up-to-date Registered Location. It is very important for you to keep your Registered Location up to date. You can verify or change your Emergency Calling Service address by calling 1-‍877-557-2227 or contacting [email protected].

If you change the location from which you use your CaptionCall calling device (e.g., move your residence or take your CaptionCall calling device to another location), you must update your Registered Location. If you fail to do so, then your call may not be routed to the appropriate emergency center and emergency providers may not be provided with your correct physical location. It will take some time (several hours or more if there are issues reading or entering the address information provided) to update your location to the newly provided address, so an emergency call placed while your location is updating may be misrouted or delayed in reaching the proper emergency personnel.

For a Mobile CaptionCall Service. If you need to place an emergency call, you can dial 911 (emergency calls) or 988 (Suicide and Crisis Prevention Lifeline) through CaptionCall mobile service. However, emergency calls from this service work differently than traditional 911 services over a landline telephone and will not function without power to your mobile device (via a charged battery or otherwise) and mobile internet access with an adequate signal (whether cellular or Wi-Fi). As such, you may prefer to place 911 or 988 calls through another voice telephone connection that you have.

CaptionCall’s mobile service may not be able to automatically determine your location with precision. To best enable your 911 or 988 call to be routed to the most likely proper emergency response center so that emergency response personnel can send help to your likely physical location when CaptionCall cannot determine your location automatically, CaptionCall must obtain the address from which you are placing the emergency call. You are responsible for providing CaptionCall with your up-to-date Registered Location. It is very important for you to keep your Registered Location up to date. You can verify or change your Emergency Calling Service address by calling 1-877-557-2227 or contacting [email protected]. If you fail to do so, then it makes it less likely that your call can be handled quickly and accurately. It will take some time (several hours or more if there are issues reading or entering the address information provided) to update your location to the newly provided address, so an emergency call placed while your location is updating may be misrouted or delayed in reaching the proper emergency personnel.

Whenever you make a 911 call, and especially if you are at a location different from the Registered Location associated with your CaptionCall mobile service account, you should provide your current location to emergency personnel, if you are able.