911 and E911 ACCESS

Your HERE! Wireless Service is provided by HERE! Wireless including its affiliates, assigns and agents (“HERE! Wireless,” “we,” “us” or “our”).

PLEASE READ THE INFORMATION BELOW CAREFULLY. IT CONTAINS IMPORTANT INFORMATION REGARDING LIMITATIONS OF 911 FUNCTIONALITY. YOU ACKNOWLEDGE THESE LIMITATIONS AND AGREE TO SHARE THESE LIMITATIONS WITH ANYONE WHO MAY USE YOUR SERVICE TO PLACE CALLS OR SEND TEXTS.

911 services are provided by your state and local government. Our handsets are capable of making calls to 911 in the United States, and 911 access is available to customers regardless of your Rate Plan. The handset must have battery power and network connectivity to complete a 911 call. Although we are often capable of communicating your phone number and/or current location to a public safety answering point (“911 Communications Center”), in some cases, 911 Communications Center operators may not know your phone number or have information about your current location so you should provide your contact information and current location. Other third-party entities are involved in connecting a 911 call and we are not solely responsible for determining which 911 Communications Center your 911 call may be routed to. If you are porting a phone number to or from us, we may not be able to provide you with 911 location services while the port is in process.

Text-to-911. Text-to-911 service may be available in some locations where our service is provided. This is dependent on your local 911 Communication Center’s ability to receive text messages.

VoIP Services and Wi-Fi Calling. Some of our voice services, including Wi-Fi Calling services, utilize Voice over Internet Protocol (“VoIP”) technology. VoIP is fundamentally different from traditional telephone service and has inherent limitations. It is important that you understand how these differences affect your ability to access 911 and E911 services.

Before using any of our VoIP service, you must provide us with the primary street address at which the VoIP service will be used (“Your E911 Registered Address”). If you call 911 using our VoIP service, including Wi-Fi Calling, we may transmit Your E911 Registered Address to the 911 Communications Center that answers the call, and it may be used to help emergency responders locate you. You agree to update Your E911 Registered Address before you use our VoIP service, including Wi-Fi Calling, at a different location. You can update your E911 Registered Address through your MyAccount on www.herewireless.com, the HERE! Wireless App, or by contacting Customer Care.

911 functionality for our VoIP services may be impaired or unavailable for various reasons, including:

·       If you use the VoIP Service in a location other than at Your E911 Registered Address

·       If you use a non-native telephone number

·       If there is a problem with the broadband network utilized

·       If you have lost electrical power

In some circumstances when using our VoIP service, including Wi-Fi Calling, we may not be able to provide 911 Communications Centers with your correct current location. If you make a 911 call using our VoIP service, including Wi-Fi Calling, you should always provide the 911 Communications Center your contact information and current location.

You acknowledge and understand that 911 and E911 does not function if you move your HERE! Wireless device to a different street address, unless and until you have notified HERE! Wireless of any such change in your Registered Address. You also acknowledge that it may take up to 4 hours for any change in address to be processed. Accordingly, you should notify HERE! Wireless in advance of any and all changes to your Registered Address. Failure to provide the current and correct physical address and location of your HERE! Wireless device may result in any 911 call you make being routed to the incorrect local emergency service provider and emergency personnel being dispatched to the incorrect location. If you wish to move to a new service address or report damage to your HERE! Wireless equipment, you must update your information on the My Account portal at herewireless.com or by contacting Customer Care.