[VoiceOps] Misrouting 911 Calls?

[Paul Timmins]

I'm going to be the unpopular one here, and point out that Comcast is 
not really responsible to route 911 calls for you when you use numbers 
that they don't provide. For the cost of an hour of an attorney's time, 
you could just set up trunking to basically anyone else to handle those 
offnet/off circuit numbers and the 911 routing for those numbers.

On 1/4/22 1:30 PM, Aaron C. de Bruyn via VoiceOps wrote:
> One of my clients has a large SIP trunk with Comcast based out of 
> Washington State.
>
> They have all their offices across Oregon and Washington hooked into a 
> FreePBX phone server that is attached to the Comcast SIP trunk.
>
> 911 calls *constantly* get misrouted to the local PSAP where the SIP 
> trunk lives.
>
> I must have called Comcast 30 times over the last few years to try and 
> get this addressed, but Comcast flat-out refuses to fix the issue.
>
> The short answer is that Comcast refuses to fix it.  In some (but not 
> all) cases, our phone numbers are RCF'd numbers, so they don't 
> actually exist on the trunk...and Comcast forcibly re-writes them to 
> our 'main' number...and then routes the 911 call incorrectly.  In 
> other cases, we have provided Comcast with the e911 information, they 
> say it's updated, and then we find out months later (when an office 
> dials 911 during an emergency) that it's still not correct.
>
> Not only does this affect 911 calls, but also customers who get the 
> re-written caller ID and have no idea which office called them.
>
> The "easy" solution is to ditch Comcast and move to a provider that 
> doesn't play the RCF and caller-ID-rewrite games.  Unfortunately my 
> client is locked into their Comcast contract for another ~18 months.  
> Early termination would incur a ~$35,000 bill.
>
> Is there a list of PSAP numbers somewhere so I can set up an internal 
> redirect to the PSAP 10-digit number?  I know those 10-digit numbers 
> are guarded like Fort Knox, so I'm betting this option isn't very 
> realistic.
>
> Maybe a separate service provider that can just handle 911 calls 
> without "owning" my client's phone numbers?
>
> Any other thoughts on how I can route around Comcast brain damage?
>
> Thanks,
>
> -A
>
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