FCC Cuts VoIP Providers Slack to Get Customer E-911 Replies
The FCC Enforcement Bureau delayed imposition of a rule requiring VoIP providers to disconnect subscribers who haven’t responded to alerts about 911 service limitations. The bureau said Fri. it would extend the Aug. 30 cutoff date 30 days, until Sept. 28. But VoIP providers must file 2 more reports on their progress educating customers and gaining their acknowledgments. Reports filed in early Aug. indicated some providers have replies from 90% or more of customers. Vonage claimed a 96% response rate. But tens of thousands of phones still could have been cut off next week without the extension.
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Customer education is required by an FCC order demanding VoIP companies offer full E-911 capability by Nov. 28 (CD May 20 p1). Providers have to notify subscribers, both consumers and businesses, of any existing E-911 service limitations and get acknowledgments that all customers have read the warnings.
The bureau’s “further guidance” requires VoIP providers to report Sept. 1 and Sept. 22 updating their Aug. 10 reports with the percentage of subscribers submitting “affirmative acknowledgments” and the percentage of customers the provider doesn’t think will do so by Sept. 28. VoIP providers then must give “a detailed description of any and all actions the provider plans to take towards any of its subscribers that do not affirmatively acknowledge having received and understood the advisory.”
The FCC also asked firms if they plan to use “soft” disconnections. The bureau’s notice said some providers have indicated they might use a soft disconnection that would let 911 calls continue to go to public safety officials. Under that system, other calls wouldn’t be allowed or would be routed to the company’s customer service dept., which could collect acknowledgments.
The FCC notice didn’t deliver all that VoIP providers sought. The VON Coalition asked the FCC Thurs. to extend the deadline 90 days or decide providers don’t have to disconnect customers if they've notified all subscribers and continue to seek acknowledgment (CD Aug 26 p1). VON Coalition Exec. Dir. Jim Kohlenberger praised the FCC’s promptness, saying the bureau made sure consumers weren’t “placed in harm’s way.” With the extension, subscribers won’t face disconnection of service and access to 911, and providers will have more time to educate them, Kohlenberger said. The delay also “allows the industry to concentrate more on E-911 solutions,” he said.
Meanwhile, members of the House and Senate sent a letter Fri. to the FCC urging the agency to put off the Aug. 30 deadline at least 60 days or not require disconnection from VoIP services that are “E-911 or 911 capable where the service provider has actively sought the required subscriber acknowledgment.”
Lawmakers praised the agency for “aggressive actions” to force VoIP companies to provide E-911 capability. But they said they worry about “unfortunate consequences,” such as inability “to contact public safety services… or reach loved ones during emergencies, such as hurricanes.” The letter was signed by Sens. Nelson (D-Fla.), Burns (R- Mont.), Clinton (D-N.Y.) and Snowe (R-Me) and Reps. Gordon (D-Tenn.), Boucher (D-Va.), Shimkus (R-Ill.), Weller (R- Ill.) and Crowley (D-N.Y.). Nelson and Gordon have introduced bills to encourage VoIP providers to update their 911 capability.