VoIP & E911 Notice
SonicPCS voice service uses Internet Protocol technology. 911 service works differently from a traditional copper telephone line and depends on power, broadband connectivity, and accurate location information.
Effective: September 23, 2026
1. 911 and Enhanced 911
SonicPCS Voice is intended to support 911 calling for properly installed and active service. When technically supported by the applicable emergency network, Sonic provides the caller’s telephone number and registered or dispatchable location information to the appropriate emergency answering point in accordance with applicable requirements.
2. Your registered service location must be accurate
Emergency routing depends on the physical location associated with the voice service. You must provide a correct service address before using the service and promptly update Sonic before moving a voice adapter, telephone system, or service to a different physical location. Using the service from an unregistered location may cause a 911 call to be routed to the wrong emergency center or provide responders with incorrect location information.
To update a registered location, call 815-904-8700. Do not assume that changing a billing address automatically updates the 911 location.
3. Power outages
SonicPCS Voice depends on electrical power at the customer location and at network facilities. If commercial power fails, voice and 911 service may stop unless all required equipment has functioning backup power. Cordless phones also require local electrical power even when other voice equipment has battery backup.
Battery runtime is limited and varies with the equipment, battery age, call activity, and outage conditions. Sonic does not guarantee that backup power will last through an entire outage.
4. Internet or network outages
Voice and 911 calling may be unavailable if the broadband connection, Sonic network, upstream carrier, local equipment, or required interconnection is unavailable. Fiber cuts, equipment failures, maintenance, cyberattacks, utility outages, or other events can interrupt service.
5. Account suspension or disconnection
Voice service, including 911 calling, may be unavailable if the voice service or the broadband connection it depends on is suspended, disconnected, or otherwise not functioning. Do not rely on a suspended or disconnected SonicPCS line for emergency calling.
6. Equipment changes and customer wiring
Do not move, replace, reconfigure, or disconnect Sonic voice equipment in a way that could prevent proper service. Customer-owned telephone wiring, power supplies, switches, routers, firewalls, fax equipment, alarm systems, medical devices, or other equipment may not be compatible with Internet-based voice service.
7. Business and multi-location phone systems
Business customers with extensions, remote phones, softphones, or equipment at more than one physical location are responsible for giving Sonic accurate location information for each location where required and for notifying Sonic before equipment is moved. Customer-managed multi-line telephone systems may have additional emergency-calling and notification obligations under federal, state, or local law.
8. Inform everyone who may use the line
You must inform household members, employees, guests, tenants, and other users that SonicPCS Voice is Internet-based and that 911 may be unavailable during power, Internet, equipment, or network failures. Sonic may provide warning labels or notices for placement on or near voice equipment; do not remove or obscure them.
9. Do not place unauthorized 911 test calls
Do not call 911 merely to test the service unless the local emergency communications center has specifically authorized a test and you follow its instructions. For non-emergency questions about your Sonic voice service, contact Sonic support.
10. Questions or location changes
Call 815-904-8700 or 877-SONIC-30 before moving voice equipment or if you have questions about 911 service.