IMPORTANT INFORMATION RELATING TO CALLS MADE TO THE EMERGENCY SERVICES BY DIALLING EITHER 999 OR 112 USING ZEN’s VOICE OVER IP TELEPHONY SERVICES (VoIP) INCLUDING BROADBAND AND BUSINESS TALK SIP SERVICES.
Zen Broadband Voice – Using the Thomson Router supplied by Zen:
The Thomson router purchased from Zen is supplied pre-configured to provide access to the UK emergency services when either 999 or 112 is dialled via your fixed telephone line that supports your broadband service and connects to the Thomson router.
As part of the standard installation procedure, please ensure that you connect your telephone landline directly to the Thomson router as detailed in the user guide.
In this configuration, any call made to the emergency services will be automatically routed via your landline and not via the Zen Broadband Voice VoIP Service.
PLEASE NOTE: If you decide not to connect your landline or you change the software configuration of the Thomson Router and an emergency call is made using the Zen Broadband Voice service, we will endeavour to connect the call using our Voice over IP service but can make no guarantee that the call will be connected. When we carry the emergency call you may be required to confirm your fixed line phone number and location you are calling from to the emergency services operator.
If you chose not to connect your telephone line directly into your Thomson router in the standard supported installation as detailed in the user guide, it is recommended that you connect an ordinary telephone into the BT Master Socket via an ADSL/landline splitter in order that you are still able to contact the emergency services in the event of a broadband, VoIP, equipment or power failure.
Additionally, it is not recommended that you make calls to the emergency services using a PC and an associated VoIP softphone client for the reasons stated above.
Zen Broadband Voice – Using other IP Telephony hardware:
If you are connecting to our Broadband Voice service using hardware other than that supplied by Zen, please refer to the relevant hardware setup guide to ensure that you have correctly setup your service.
We again recommend that you connect a your telephone line into your BT Master socket via an ADSL/landline splitter so that you are still able to contact the emergency services in the event of a broadband, equipment or power failure in the premises.
Zen Business Talk SIP - IP Telephony Service for businesses:
For our business VoIP services Zen’s recommendations are as those stated for Broadband Voice – Using other IP Telephony hardware.
If you require further assistance or clarification on using our VoIP phone services please contact Zen customer services by dialling 777 FREE OF CHARGE from your Zen Broadband or Zen Business Talk SIP Service or alternatively by telephoning 0845 058 9000 or 01706 902 000.
Zen Partners:
Please ensure that all your customers are aware of our policy and our recommendations.