There's been a buzz on the Internet recently over a Houston family's inability to call 911 from the Voice over IP-based telephone service. It's been reported that the family subscribed to Vonage, the same service Lauren and I use, but I haven't been able to verify this. The story was also covered locally by KCBD 11.

According to Vonage's website, they support 911, but with several caveats. First, and most importantly, 911 service is not automatic. You must register your street address with Vonage, and Vonage must verify that this address is accurate. This process takes several days and is very easy to initiate. In fact, it's the first option (and highlighted in bright red) on Vonage's online features screen, the screen you'd use to configure Caller ID, Voice Mail, and other calling features. In short, if you've signed up for service, you've seen this screen.

The second notable difference with Vonage's 911 service is that it connects the caller to their local Public Safety Access Point (PSAP) which may, or may not be, your regional 911 center. In some places, it may be a police dispatch center. It pay also be split between several departments based on the time of day or the day of the week. Once connected, you'll have to provide the operator with your name and address, as Vonage provides 911, not the Enhanced 911 that we've grown used to from our land-lines. Anyone who's ever called 911 from a cell phone is familiar with this limitation. Now, there are exceptions (supposedly, Vonage provides Enhanced 911 in Rhode Island), but Vonage is very clear to stress that you must provide your address when you call in.

Vonage also recommends that you test your 911 service, just to make certain that it works. To do so, call 911 and explain to the operator that you're making a test call to make certain that your VOIP service works with 911.

So, when KCBD 11 reported Monday night that the family in Houston had Vonage and were unable to call 911, I was concerned. I knew I'd have to give detailed information, but I assumed my service would work. Naturally, when Lauren and I finally have children they won't be able to give their address to the operator, but the technology should be improved by then. My concern was more immediate. Could we even get through to 911, or would we have to scramble to find our cell phones? I contacted Channel 11 yesterday and, after coordinating with Michael Grossie, the Exec. Dir. of the Lubbock Emergency Communication District, we tested my 911 service yesterday. I thought I knew what would happen, but the results were quite surprising. The story will air tomorrow night, so I'll embargo the results until then.

Technology Trips Over 911 Call

A young girl found out the hard way Thursday that not all phone companies provide a connection to emergency services.

As her mother and father were being shot during a home invasion, she tried to call 911, but couldn't get through.

Joyce John tried to call 911, but the Internet phone service her family uses didn't offer that capability.

This problem could affect thousands of people who use the Internet for their phone service.

Peter John describes how bullets flew through his home as he and his wife tried to fight off two would-be robbers. "And he point he gun toward me like this. The guy put the gun to my chest. I told him that my daughter's up stairs," said John.

Next thing I know, I hear shots in two or three seconds. She was screaming Joyce, Joyce call the police call 911," said his daughter, Joyce.

She dialed 911, and got this message, "Stop you must dial 911 from another telephone. 911 is not available from this telephone line. No emergency personnel will be dispatched."

Her father was already down, shot in the leg and her mother had also been hit. Both were in pools of blood.

"I picked up another phone cause I thought it was the phone's problem. But I picked up another phone and it still didn't work," said Joyce.

The robbers ran, and so did Joyce, to call 911 from a neighbor's house.

The 911 Emergency Network says the Peters subscribe to what is known as a voice over Internet provider, or an Internet phone company.

By Vicente Arenas / 11 News 08:12 AM CST on Friday, February 4, 2005