Customers urged to investigate
before switching to voice over telephone service

The savings could be substantial but the potential detriments of switching from a "land line" telephone to a digital telephone, internet telephone service or voice over internet telephone (VoIP) could also be substantial.

John Merklinger, director of the 911 Center in Monroe County, said there are concerns with the service and there are questions consumers should ask providers.

"There are four VoIP providers in the area that we work with and each provider offers a little different service," he said. "There are definite savings that can be realized because telephone service can run over the same service that provides internet so you don't have to pay for a second line. And because there are a lot less government regulations there are less taxes and that results in the lower phone bill."

Time Warner, Vonage, AT&T and USA Datanet are the providers in the area with which Merklinger said he works.

From a general, technical perspective, Merklinger said, a VoIP may or may not work with a home's alarm system and not all of the providers offer 911 service.

"Time Warner does offer 911. When they put in a phone the technicians take down the homeowner information including phone number and address, program it into a computer system that sends it to the 911 center."

Many people take for granted that 911 is automatically included in phone service but Scott Hess, Orleans County Sheriff, cautions that isn't necessarily the case.

Some VoIP service is "nomadic" in that it attaches to a laptop and because of that, if the user is out of the area and has to call 911, the service could be connected to the user's home, not the location where they are making the call. "That could obviously be a big problem," he said.

The FCC is attempting to put regulations in place, Merklinger explained, saying that VoIP providers have been instructed to begin providing standardized 911 service.

Another problem that could arise with VoIP service is during a power outage. "If the power goes out and your computer isn't functional then you have no access to your phone service," Merklinger said. "With a traditional hard-wired phone you could still have service if the power goes out."

Having access to a cell phone, Merklinger said, isn't always a viable option. "If the phone isn't fully charged you run the risk of your battery dying and if your cellular provider loses power you won't even have access to that phone."

Individuals looking to switch to VoIP service should investigate the vendor and verify that they offer 911 service, Hess said.

The 911 Center puts out an informational brochure that outlines the questions and concerns that must be raised with potential VoIP providers. The brochure can be found on line at www.911rochester.com.