999 calls and power cuts

You can call 999 and 112 from all our phone services. Because they work over the internet, a few things are different from an old phone line.

Keep your address up to date

Emergency services use the address we hold for your number or user to know where to send help. Tell us straight away if you move office or a user works somewhere else permanently. PhoneLine+ users can update their address in their profile; Teams Phone addresses are set by your administrator.

Power cuts and internet outages

Internet-based phones don’t work in a power cut unless your router, network equipment and phones have back-up power. Full Fibre ONTs may have a battery back-up, but your router and phones also need power.

• Keep a charged mobile phone available for emergencies.
• Consider a UPS (battery back-up) for your router and network switch.
• Set call forwarding “when unreachable” to a mobile, so calls keep coming in.

Vulnerable or at-risk users

If anyone on your premises relies on a landline for safety — for example a telecare device or a lone worker — tell us, and we’ll help you make sure they can always call for help.