9-1-1 | GoSmart Support

9-1-1

Public Safety / 9-1-1

Last updated: September 5, 2013

GoSmart Mobile is committed to a partnership with Public Safety to provide  Phase I and Phase II Enhanced 9-1-1 service for our subscribers and roaming  customers in times of emergency.

What is Basic 9-1-1 service?

Basic 9-1-1 service is an emergency telephone system which automatically  connects wireless 9-1-1 calls to a designated 9-1-1 Communications Center.  Basic 9-1-1 may or may not provide the wireless phone’s 10-digit call-back  number and estimated location. The handset must have battery power and be in a  coverage area to complete a 9-1-1 call.

What is Enhanced 9-1-1 Phase I service?

Enhanced 9-1-1 Phase I service is the first step in providing better emergency  response service to wireless 9-1-1 callers. Once Phase I service has been  implemented, when a wireless 9-1-1 call comes into the 9-1-1 Communications  Center (also called a Public Safety Answering Point or PSAP), the call-taker's  computer screen will show the wireless phone's 10-digit call-back number if one  has been assigned to the calling handset. In the event the wireless phone call  is dropped, the call-taker may contact the caller. Phase I service also  identifies the cell site/sector location information that the call was made on  to the call-taker's computer screen. This provides the call-taker with a  general location (i.e. within the site coverage area) of the caller.  Phase I service is deployed by the Company  that provides the wireless network.

What is Enhanced 9-1-1 Phase II service?

With Phase II service, the location information that is provided  to the 9-1-1 Communications Center is the approximate X, Y (longitude,  latitude) location of the handset making the call. This location information is  typically more accurate than the Phase I location information (cell  site/sector). As with Phase I, Phase II service allows call takers to receive  both the caller's wireless phone number and their location information. GoSmart  Mobile's Phase II solution-referred to as U-TDOA, Uplink-Time Difference of  Arrival-does not require customers to purchase a new handset. .Phase II service  is deployed by the Company that provides the wireless network.

GoSmart Mobile's public education efforts

GoSmart Mobile is committed to educating our customers about mobile phones and  9-1-1. On GoSmart Mobile.com and in materials sent directly to customers we  also address issues such as accidental calls to 9-1-1. The State of  Washington's 9-1-1 Office created these brochures:
Accidental 9-1-1  calls
9-1-1 llamadas accidentales
What's Your Location

Remember…when calling 9-1-1 during an emergency:
  • Stay calm and speak clearly.
  • Do not hang up until the 9-1-1 call taker has obtained all of  the information that is needed.
  • Since you are calling from a wireless phone, your call may be  disconnected if the signal is lost. Be sure to call 9-1-1 back if you are cut  off. If you are driving, consider pulling off the road and stopping the vehicle  to complete the 9-1-1 call.
  • Your 9-1-1 call may need to be transferred to another agency.
Frequently Asked Questions
As a GoSmart Mobile subscriber, do I need to sign up for Phase I  and II service?

No. The Public Safety/9-1-1 Communications Center serving a particular area requests the service from the wireless network owner, not the subscriber. Once the service is requested by the 9-1-1  Communications Center and deployed by the wireless network owner, it is  provided for all the GoSmart Mobile network users in that area. Phase I and Phase II service has been deployed throughout much of the country.

How do I know whether Phase I or Phase II services have been  deployed in a particular area where I’m making wireless calls?

Because there are over 6,100 9-1-1 Communications Centers in the United States, we suggest you contact the 9-1-1 Center in your area by calling their  non-emergency / administrative phone number (usually found near the front of the local phone book or directory) to determine that agency's ability to receive  wireless Enhanced 9-1-1 calls.

How do I know whether Phase I or Phase II services have been  deployed in a particular area where I’m making wireless calls?

Because there are over 6,100 9-1-1 Communications Centers in the United States, we suggest you contact the 9-1-1 Center in your area by calling their  non-emergency / administrative phone number (usually found near the front of the local phone book or directory) to determine that agency's ability to receive wireless Enhanced 9-1-1 calls.

Do I need to purchase an upgraded handset in order for Phase I and II services to work?

No. GoSmart Mobile’s Phase II solution does not require subscribers upgrade or  change their handset. The level of service is the same regardless of whether you are a postpaid, T-Mobile Pay in Advance or prepaid subscriber. Note for Pay in Advance and prepaid subscribers: If your call to 9-1-1 is disconnected for some reason and there is a need for the 9-1-1 Communications Center to call you back, you will need to have minutes available on your account for the call to be completed.

What happens when I call 9-1-1 from my wireless phone?

The GoSmart Mobile network will route your 9-1-1 call to the nearest 9-1-1 Communications Center (also called a Public Safety Answering Point or PSAP).  When your call is answered by the 9-1-1 dispatcher, be ready to answer questions such as: 1. Where is the emergency? Provide highway name, direction  of travel, mile marker, intersection, etc. 2. What number are you calling from?  Always give your area code and wireless phone number. 3. What exactly has happened? Clearly describe what has taken place.

I have GoSmart Mobile prepaid service, can I still reach 9-1-1?

Yes. All GoSmart Mobile handsets can process 9-1-1 calls, regardless if you are a T-Mobile Pay in Advance or prepaid subscriber, or a contract subscriber. The phone must have battery power and be in a coverage area to complete a 9-1-1 call.

I kept my phone number from a different state when I moved. When I dial 9-1-1 from my GoSmart Mobile handset, will my call be routed to the  closest 9-1-1 center?

Yes. The GoSmart Mobile network will route your 9-1-1 call to the nearest 9-1-1  Communications Center, regardless of the 10-digit phone number assigned to the phone. Be sure to provide your area code with your phone number to the 9-1-1  dispatcher.

Can I send a text message to 9-1-1?

No. At this time, the 9-1-1 Communications Centers are not able to receive and/or respond to text messages sent to 9-1-1. Please see information on TTY if  you trying to reach 9-1-1 from a TTY-enabled device.

What should I do if I accidentally dial 9-1-1?

You should stay on the line until the 9-1-1 dispatcher has answered the call  and indicate the call was made by mistake and no emergency assistance is  needed.

Is it  necessary to test my handset/service by calling 9-1-1 when I do not have an  emergency?

No. Please do not call 9-1-1 to simply test the system. GoSmart Mobile works very closely with the 9-1-1 Communication Centers to deploy the best possible 9-1-1 service.

Where can I get additional information on Public Safety/ 9-1-1?

Federal Communications Commission
National Emergency Number Association
Association of Public-Safety Communications Officials
Emergency Services Interconnection Forum