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Support XFINITY Voice About E911

Introduction

Comcast’s E911 works the same as 911.

How it works

If you have Enhanced 911 (E911), when you dial 911 your telephone number and location are automatically sent to the 911 operator during the call.

  • You do not have to do anything differently to use E911; the number for dialing emergency services is still the same: 9-1-1.
  • Comcast provides E911 in all areas where E911 is available.

Power Outages and E911

A power outage in either the network or in your home could affect your ability to dial 911. A battery backup can be installed in your XFINITY Voice modem to provide additional hours of service during a power outage. Visit Purchase a Battery for Your XFINITY Voice Phone Modem for more information on purchasing a battery. (Backup batteries are not available for purchase from Comcast by Unlimited Select and Local Select customers.)

(Read Battery Help for more information on your battery backup, or read Stay Connected Through Storms for information on how to stay connected during a storm.)

Unlimited Select and Local Select Customers (Virginia and West Virginia only): Service (including 911/emergency services) will not function during a power outage. A power outage will interrupt communication to and from non-voice communications equipment, including, but not limited to, alarm and security systems or devices, home detection devices and fax machines connected to Unlimited Select or Local Select.

Frequently Asked Questions

Do I have to do anything to activate E911 service?
No. Comcast will automatically activate your 911 service when your XFINITY Voice service is initially installed.

What if I am moving
If you contact Comcast before moving to transfer your services, your E911 information will automatically update to your new address. (You can also request a transfer of your services online at http://www.comcast.com/move/.)

I recently moved and just hooked up my services on my own. My XFINITY Voice service seems to be working. Do I still need to contact Comcast?
Yes. If you have not informed Comcast of your new address, your 911 calls may be directed to the wrong emergency authorities or the wrong address may be transmitted with your E911 call. These errors will occur even if you are otherwise able to make calls using your residential XFINITY Voice service.

I use a TTY. Should I dial 711 to reach 911 in an emergency?
No. The Americans with Disabilities Act (ADA) requires all Public Safety Answering Points (PSAPs) to provide direct, equal access to their emergency response services for people with disabilities who use TTYs or other devices. Therefore, in the event of an emergency, TTY users should call 911 directly, and not make a TRS call via 711.

How can I get more E911 information or confirm that Comcast has the right E911 information for me?
You can either call Comcast or chat online with a Comcast technician to get instant answers to your technical questions.

Find this article at:

http://customer.comcast.com/help-and-support/phone/about-e911/