Emergency Calls (999 and 112)

Our SIP Trunking and Cloud PBX services with UK numbers let your users call 999 and 112 free of charge. Internet-based phone services work differently from traditional landlines, so please read the points below and share them with your users.

1. Power and internet failures

Internet-based calling will not work during a power cut or if your internet connection or equipment fails. Make sure your users have another way to call for help, such as a mobile phone.

2. Your registered address

When someone calls 999 or 112, the emergency services receive the address registered to the number used. You must give us the correct address for each number and user location, and tell us straight away if it changes. If a user calls from a different location (for example, working from home or on a softphone), the emergency services may be sent to the wrong address, so users should always state their location.

3. Numbers and services not covered

Emergency access applies only to UK numbers used from the UK. It is not provided through international numbers, through outbound-only wholesale termination routes, or where you have asked for emergency calling to be disabled. Wholesale and reseller customers are responsible for emergency-call access for their own end users.

4. If your service is suspended

Where technically possible, we will try to keep access to emergency services during a suspension, but we cannot guarantee it.

5. Misuse

Hoax or malicious calls to emergency services are a criminal offence and will lead to immediate suspension.

Short notice for product pages: "Our internet-based voice services support calls to 999 and 112, but may not work during a power cut or internet failure. The emergency services use the address registered to your number, so keep it up to date. Read more."