Phone FAQs

NuLink offers phone service in all of our markets. To order NuLink Phone, call 770-683-6988.

If your cable television service from NuLink is working and your phone service is not, please check the following:

• Telephone 1 LED (Telephone 2 LED if there is also a line connected to the Telephone 2 connection on the back of the advanced modem) is ON.
• Make sure all phones are hung up properly.
• If you are using a cordless phone, check the power or battery status of your phone(s).
• Check the telephone cables to ensure they are connected tightly and the cables are not cracked or broken.

If your phone service is still not working, please try the following steps:
Try plugging a standard phone directly into the Telephone 1 (Telephone 2 if applicable) connection on the back of the advanced modem and check for a dial tone. If there is a dial tone, then there may be an issue with the wiring to the phone jack. It is recommended that you leave the phone connected directly to the advanced modem to place or receive calls until the issue can be corrected.

If you still do not have phone service, it may be that there is an issue with your advanced modem. It may be necessary to reset the advanced modem.

To reset the advanced modem, press the recessed reset button with a pen tip or other pointed non-metallic object on the back of the advanced modem. Once the online light is solid, connectivity to the network has been restored. If you have reset the advanced modem and still do not have a dial tone, please check the status of the lights (LEDs) on the modem. For normal operation of the advanced modem the Power, DS, US and Online lights should all be on solid. he Telephone 1 LED on the front of the advanced modem should be on solid if the phone is on the hook. If the LED is flashing, check all your phones to see if one is off the hook.
 

Yes. NuLink is concerned about your safety. We want you to feel secure that emergency assistance is only three digits away, similar to your standard telephone. That's why 911 Emergency Dialing is included with every NuLink Phone plan.

There are some important differences when calling 911 services with NuLink Phone that you should be aware of:

Service Outages Can Prevent 911 Emergency Dialing
Just as your regular cordless phone will not work today without power, your advanced modem does not operate without power. Please note that the NuLink Phone advanced modem also includes back-up power so if there is a power outage, NuLink Phone will still operate for up to 4 hours when fully charged (this will depend on your phones as well—cordless phones or phones that are plugged in to an electrical outlet do not work without power) giving you the ability to access 911 services or make other calls. You will not be able to make 911 calls from your NuLink Phone if there is a service outage on the cable line connected to your advanced modem.

When you take your NuLink Phone off the hook, you will hear approximately 10 seconds of stuttered tone prior to hearing normal dial tone if there are new messages.

You may also be notified visually if you have a phone capable of visual message waiting notification, the message waiting light on your phone will either flash or illuminate, depending on the type of phone you own.
 

NuLink Phone is a multifeature, residential phone service. Using NuLink Phone is as simple and easy as any phone service from any company. NuLink Advanced Phone includes unlimited calls within the United States and Canada for one low monthly rate.

NuLink offers phone service in all of our markets. To order NuLink Phone, call 770-683-6988

Yes, in most cases you will be able to keep your existing phone number and receive phone service from NuLink. This means when you get NuLink Phone, you will continue to receive calls from your family and friends without having to notify them of a new telephone number. Prior to transferring your number to NuLink Phone, we will need to verify the availability of the number from your current phone provider. If you are moving, it may be more difficult to take your phone number with you but with you but we can tell you if you will be able to keep your phone number.

NuLink Advanced Phone packages provide you unlimited local and long distance calling, so you can place calls anywhere across the United States and Canada for one low monthly price. There are no minutes to watch, so feel free to talk as long as you want. If you don't usually make long distance calls, NuLink Essential Phone package may be a good choice for you with free local and local toll calls and nationwide long distance and calls to Canada at just $0.05/minute.

Yes, Caller ID display equipment works with NuLink Phone. NuLink Phone offers Caller ID with the NuLink Phone Advanced package. To use the Caller ID features, you must have Caller ID display equipment or a phone with Caller ID built in.

Yes, an additional line may be added to your NuLink Phone service.

If NuLink Phone is installed as your primary phone connection, the local phone company line will be disconnected, preventing the use of DSL or phone services from that local phone company. If you subscribe to DSL Internet service from another phone company and you wish to use NuLink Phone on all of the phone outlets in your home, it is recommended that you subscribe to high-speed Internet service from NuLink instead of your current DSL provider.

NuLink offers a choice of high-speed Internet services to meet your individual Internet needs. For more information on our bundles, contact us at 770-683-6988.
 

Yes. While NuLink Internet and NuLink Phone are connected to the same advanced modem, they operate independently from each other. There will be no deterioration of either service while using both services at the same time.

In most areas, NuLink Phone is for residential service only. We do currently offer NuLink Phone for commercial use.

Yes. NuLink provides complete support for all of our services and NuLink Phone is no different; our friendly and professional customer service representatives are available 24 hours a day, 7 days a week and may be reached by calling 770-683-6988.

NuLink Phone offers the most popular calling features at no extra charge:

• Call Waiting
• Call Forwarding (*72)
• Anonymous Call Rejection
• Call Return (*69)
• 3-Way Calling
• Caller ID
• Caller ID for Call Waiting
• Repeat Dial
• Selective Call Rejection
• Selective Call Forward

Also included in all NuLink Phone packages:

• Unlimited nationwide local, local toll calls and long distance with Advanced Phone. NuLink Essential Phone includes local and local toll calls and a $0.05 minute rate nationwide long distance and calls to Canada
• Local Number Portability
• 911/E911 Services
• 900/976 Number Block (you may choose to unblock this feature)
• Collect Calling (you may choose to block this feature)
• *67 Caller ID Block
• Standard Directory Listing (residential only)

*Certain phone features may not be available in your area depending upon the capabilities of the interconnecting providers
 

Voicemail and Web Portal features are available for an additional charge.

Yes, you can receive collect calls as you normally would. For any collect calls you accept, you may be billed separately by the phone company from which that call originated.

Yes, Voicemail is included in the NuLink Phone Advanced. The Voicemail feature includes one voice mailbox.

Yes. NuLink Digital Phone service allows you to call anyone, anytime, anywhere in the United States and Canada for one simple and low monthly price. There are no changes in the way you make a long distance call with NuLink Phone. There is an additional cost for calls to international locations, and rates competitive with other major providers. For a complete list of international call rates, click here.

Yes. Calls to international locations are not included in your monthly package price, but are billed at rates competitive with other major providers. And there are no changes to how you place international calls with NuLink Phone. Just dial as you normally would. (example: 011+country code + city code+ plus the number of the person you are trying to reach). For a list of International Calling Rates, click here.

Yes. Similar to your existing phone provider, NuLink has additional fees to use these services.

No, NuLink Phone does not offer calling cards.

Yes. NuLink Phone allows you to place local, long distance and, international calls; access operator services, directory assistance, as well as emergency 911 services; and provides typical calling features and directory listings you would expect from your current residential telephone provider.

The Advanced Phone calling plan includes unlimited long distance calling in the United States for one low monthly price, making it unnecessary to use a calling card from home. However, you may place calling card calls from your NuLink Phone. Charges will apply directly from the company through which you acquired your calling card, and will not appear on your NuLink Phone bill. NuLink does not offer a calling card connected with NuLink Phone Service.

As reflected in NuLink’s Privacy Policy for phone customers (which can be found in its entirety here), NuLink adheres to all applicable laws governing privacy in general and nondisclosure of personally identifiable information in particular (including but not limited to 47 U.S.C. Sec. 551). While NuLink does not know whether other telecommunications providers have participated in the NSA's tracking, NuLink has not participated.

TRS is a free service, available 24 hours a day, seven days a week, that enables people who have difficulty speaking or hearing to use a standard voice telephone. Callers can contact a TRS by dialing 711 from anywhere in the United States. All NuLink phone service supports 711 dialing to access a TRS. The TRS service calls are facilitated by a communications assistant (CA) who serves as the "link" in the conversation between NuLink and the customer. The CA says, "Hello, this is the relay service. Have you received a relay call before?" The TRS service is available in English and Spanish. All conversations occurring with the assistance of a CA are confidential and cannot be disclosed by the CA. In an emergency the caller should still call 911 for the fastest response of emergency personnel.

For more information regarding 711, visit www.fcc.gov/cgb/consumerfacts/711.html.
 

No, there is no charge from NuLink for switching from your current phone provider to NuLink Phone. We recommend you contact your current phone provider to better understand any termination fees they may apply.

Your NuLink Phone monthly service charge will appear on your NuLink bill. Additional charges for any calls made to international locations, Directory Assistance and Operator Services will appear as line items on the same bill. Call details for local and long distance calls are available online through the billing section of Account Manager at http://nulinkdigital.com.

No. One of the greatest benefits of NuLink Phone is the convenience of receiving one bill for your local and long distance service, along with any other services you subscribe to from NuLink.

Yes. For rated calls to an international location, Directory Assistance or Operator Services, you will see the call detail on your monthly statement from NuLink. If you would like to review your outbound domestic long distance call detail records, you can access this information online through the billing section of Account Manager at http://nulinkdigital.com.

You may have switched service during the middle of your billing cycle with your former phone company. Based on this, the carrier will send you a bill for the last days that you had service in order to close your account. If you believe you are being billed in error by your former phone company, NuLink recommends that you contact them directly.

Click here to review International rates.

Universal Connectivity Fee (Universal Service Fund or USF), Federal: Because telephones provide a vital link to emergency services, to government services and to surrounding communities, it has been our nation’s policy to promote telephone service to all households since this service began in the 1930s. The USF helps to make phone service affordable and available to all Americans, including consumers with low incomes, those living in areas where the costs of providing telephone service is high, schools and libraries and rural health care providers. Congress has mandated that all telephone companies providing interstate service must contribute to the USF. Although not required to do so by the government, NuLink passes through and itemizes its USF contribution costs in the form of a line item on your bill called the "Universal Service Fund."

Yes. In order for NuLink to effectively complete the installation and test your NuLink Phone service, you must be present at the time of installation. If you cannot be home at the time of the scheduled installation, it is important that you contact NuLink as soon as possible so we can reschedule your installation and avoid a situation where you may be without phone service completely. If you are not home at the time of installation and do not contact NuLink to reschedule the appointment, we will be forced to cancel your NuLink Phone order and you will need to contact us again to place a new order. Failure to reschedule your appointment as soon as possible may result in the loss of your existing phone service.

Your NuLink Phone service will be activated once our technician has completed installation. During installation, the NuLink technician will provide you with a user guide that summarizes the calling plan and features associated with NuLink Phone.

Yes. If you decide to keep your current telephone number you will not need to contact your old provider; we will do that for you. In the event you are keeping your current telephone number, you will continue to have service from your old provider until the installation is complete and we inform them that NuLink is providing service.

If you receive a new telephone number from NuLink, then it will be necessary for you to contact your old provider to disconnect service. We would recommend that you do that after the installation of NuLink Phone service so as to minimize service disruptions
 

If you are a current high-speed Internet customer and own your cable modem, then the installation will involve providing you with a new advanced modem. The advanced modem will serve as your connection for NuLink Phone service. There is a small monthly lease fee for this advanced modem.

No. There is no additional equipment to buy as long as you have a working touch-tone telephone in your home.

No. Any standard, touch-tone phone will work with NuLink Phone. It makes no difference whether it is a wall mounted phone or a portable cordless phone. Answering machines, fax machines and caller ID display equipment will also work with NuLink Phone service. However, it is important to note that rotary phones are not supported by NuLink Phone.

The advanced modems are maintained by NuLink and are subject to a monthly lease fee. Leasing the equipment from NuLink means you need not worry about replacing old, obsolete or broken equipment.

The advanced modem that supports NuLink Phone has a back-up battery that lasts for up to 4 hours when fully charged. Regular phones will continue to work as usual during the back-up battery time provided. The battery will recharge once power has been restored, and takes about 18 hours to recharge from a fully discharged state. Please note that if you use a cordless phone or a phone that is plugged into an electrical outlet, it will not have power during a power outage.

Yes. Cordless home phones work with NuLink Phone.

NuLink Phone will work with most monitored home security systems. NuLink Phone also includes back-up power for up to 4 hours when fully charged in the event of a power outage. Similar to traditional telephone service providers, NuLink does not install, support, or service monitored home security systems. NuLink strongly recommends contacting your security system provider to conduct a test on your alarm system after installing NuLink Phone and on a regular basis as needed.

Yes, NuLink Phone should have no impact on your computer home networking.

Yes. Fax machines will work with NuLink Phone as long as they are set to tone dialing.

Yes. Answering machines will work with NuLink Phone.

The information below shows the WebSTAR DPX2203C advanced modem LED patterns during normal operation. The Power LED should always be on during normal operation. The Link LED only indicates the link status of the Ethernet interface. The USB interface does not use this LED.
Receive:
Flash = Normal Traffic Flow
Send:
Flash = Normal Traffic Flow
Cable:
On = Internet available.
Off=Internet not available.
PC:
On = CPE connected to Ethernet port
Off = CPE not connected to Ethernet port
Telephone 1 / Telephone 2:
On = Service available. Phone off hook.
Off = Normal Operation
Battery Lights:
Battery Low = Recharge battery soon.
Replace Battery = Battery expired. Please replace battery.
 

NuLink Phone will work with dial-up Internet service. However, NuLink does offer several options for high-speed Internet service. When bundled with our phone and cable TV services, our high-speed Internet may cost less than many dial-up providers.

Yes, but you might not need your Caller IQ Phone to provide you with a Low Cost Routing (LCR) feature any longer. The Advanced Phone calling plan includes unlimited long distance calling in the United States for one low price.
 

The Caller IQ Phone with LCR feature may actually prevent you from making long distance calls through your NuLink Phone. We advise consulting your telephone user manual to turn off your LCR feature
 

If you are a current NuLink High-speed Internet customer, then the installation will involve replacing the existing high-speed cable modem for a new advanced modem. The advanced modem should remain with your computer so that you can use it for high-speed Internet access as well. A phone outlet needs to be nearby to complete a typical installation.

If you do not have NuLink High-speed Internet, the advanced modem should be placed in an area that is easily accessible to a cable connection and a phone jack. The NuLink technician will be able to help you determine the best place to install the advanced modem.

 

Please try the following:

1. Reset your modem. On the back of the modem where the cables are located, there is a small hole labeled “Reset”. Insert an unfolded paperclip (or toothpick or something similar in size) for 2-3 seconds. Wait 2-3 minutes. Retest your phone service.
2. Connect one telephone handset directly into the Telephone 1 port on the back of the modem. You will need to disconnect the telephone cord already connected to that port to try this. Check to see if the issue is resolved.

If the issue is not resolved, please use an alternate phone line (cell phone, neighbor's phone, etc) to contact Customer Support at 770-683-6988. Representatives are available 24 hours per day, 7 days per week.
 

To reset the advanced modem, press the recessed reset button on the back with a pen tip or other pointed non-metallic object. Once the online light is on solid, connectivity to the network has been restored. If you have reset the advanced modem and still do not have a dial tone, please check the status of the lights (LEDs) on the modem. For normal operation of the advanced modem the Power, DS, US and Online lights should all be on solid. The Telephone 1 LED on the front of the advanced modem should be on solid if the phone is on the hook. If the LED is flashing check all your phones to see if one is off the hook.

If your cable television service from NuLink is working and your phone service is not, please check the following:

• Telephone 1 LED (Telephone 2 LED if there is also a line connected to the Telephone 2 connection on the back of the advanced modem) is ON. (See figure 1)
• Make sure all phones are hung up properly.
• If you are using a cordless phone, check the power or battery status of your phone(s).
• Check the telephone cables to ensure they are connected tightly and the cables are not cracked or broken.

If your phone service is still not working, please try the following steps:
Try plugging a standard phone directly into the Telephone 1 (Telephone 2 if applicable) connection on the back of the advanced modem and check for a dial tone. If there is a dial tone, then there may be an issue with the wiring to the phone jack. It is recommended that you leave the phone connected directly to the advanced modem to place or receive calls until the home wiring issue can be corrected.

If you still do not have phone service, it may be that there is an issue with your advanced modem. It may be necessary to reset the advanced modem.

To reset the advanced modem, press the recessed reset button on the back with a pen tip or other pointed non-metallic object. Once the online light is solid, connectivity to the network has been restored. If you have reset the advanced modem and still do not have a dial tone, please check the status of the lights (LEDs) on the modem. For normal operation of the advanced modem the Power, DS, US and Online lights should all be on solid. The Telephone 1 LED on the front of the advanced modem should be on solid if the phone is on the hook. If the LED is flashing, check all your phones to see if one is off the hook.
 

If your phone is not working and you also have NuLink Internet and/or NuLink Cable, please check your other services to see if they are working. If they are also not working then there may be a cable outage in your area. Please contact NuLink at 770-683-6988.

Resetting the modem can resolve some issues. When you reset the modem, you'll briefly lose Internet and phone services while the modem reconnects with NuLink. If you are using the phone when you reset the modem, your call will be disconnected.

If the phone device has a battery, you will not be able to reset it by simply disconnecting the power. You'll need to use the reset button on the back of the device. It's recessed so you'll need to use a thin object to poke the button. This should cause the modem to reboot.

The Call Forwarding feature will direct a call to the number the user dictates—this destination number can be changed each time Call Forwarding is set. To activate, dial 72*. Dial the number you want to forward your calls to. When someone at that number answers, Call Forwarding is activated. If no one answers or the line is busy, press the receiver button for one second and repeat the steps listed above within two minutes. When you hear two beeps, Call Forwarding has been activated. To deactivate, dial 73*.You'll hear two short tones followed by the dial tone.

Use Call Return to automatically dial your last incoming call, whether the call was answered, unanswered, or busy. To activate, dial *69 and listen for a recording of the last number that was called. To call that number, dial 1. If the number is busy, hang up. Within 30 minutes, during which you can still make and receive calls, a distinctive ring will signal when the number is available. If the 30 minutes pass without the distinctive ring, Call Return is deactivated. To deactivate while waiting for the party you are trying to reach to become available, dial *89.

*Certain phone features may not be available in your area depending upon the capabilities of the interconnecting providers.
 

Caller ID allows you to see who's calling before you answer the phone. After the first ring, information about your incoming call will automatically appears on your Caller ID screen.

Note:

• If you see "Private" or "P", the caller may have blocked the display of their name and number by pressing *67 before placing the call.
• If you see "unknown name", "unknown number", "out of area" or "O", the caller is in an area that does not support Caller ID. Not all phone companies support the Caller ID of callers from other companies. You may see the caller's state and phone number, or just the phone number, if the other company does not support Caller ID.
  
• You need a Caller ID display telephone or an add-on display to see Caller ID.

When you're on the phone and another call comes in, Caller ID for Call Waiting will allow you to see who is trying to reach you in the same way you would see an identifier for a caller if the phone were not being used.

Note: Results of this feature may vary depending on the type of caller ID equipment you own.

Call Waiting allows you to hear when another caller is trying to reach you when you are already on another call. When a second call comes in, the caller hears normal ringing while you hear a special tone.
To answer a second call:
Press and quickly release the receiver or "flash" button on your phone. While you talk with one caller, the other caller is automatically put on hold. Each conversation is private.
To alternate between calls:
Press and quickly release the receiver or "flash" button again to return to the first call.
To end either call:
Hang up and your phone will ring right away. When you answer it, you will be connected with the other call.
To cancel Call Waiting:
Dial *70, wait for a dial tone and dial your number. You must do this each time you wish to cancel call waiting.
 

Selective Call Rejection allows you to screen calls from up to 12 numbers that you specify.
To activate or deactivate Selective Call Rejection:

• Listen for a dial tone.
• Dial *60.
• Listen to the ON/OFF announcement.
• To turn the feature ON or OFF, press 3.

To program a number:

• Listen for a dial tone.
• Dial *60.
• Press #.
• Wait for the tone.
• Enter the selected phone number.
• Press # again.
• Hang up.

To add the number of the last incoming call to the list:

• Listen for a dial tone.
• Dial *60.
• Dial #01#.

To remove or hear the phone numbers on your list:

• Listen for the dial tone.
• Dial *60 and listen for the instructions.

Note: If one of your Selective Call Rejection numbers is also on another Selective Call feature list, you must deactivate Selective Call Rejection before using the other feature.

*Certain phone features may not be available in your area depending upon the capabilities of the interconnecting providers.
 

Anonymous Call Rejection blocks calls from unidentified numbers. Calls that appear as unknown or unavailable will not be blocked. To activate, dial *77. Two beeps tell you Anonymous Call Rejection is turned on. To turn off, dial *87, two beeps tell you it has been turned off.

This feature permits a 3-Way conference call. To use 3-Way Calling, place the person you're talking with on hold by pressing the receiver button for one second. A dial tone will follow. Call a second person. When you get an answer, press the receiver button briefly again. All three of you will be connected. When either of the people you called hangs up, you remain connected to the other person. As center of the conference, if you hang up, the conference ends.

Repeat Dialing is a service that repeatedly redials a busy number for you until the call goes through. You will be notified by a special ring and can simply pick up the receiver to put the call through. To activate Repeat Dial, pick up the receiver and dial *66. After the recording tells you Repeat Dialing is activated, hang up. As Repeat Dialing keeps calling, you can still use your phone as usual. A distinctive ring means the line you're redialing is free. Pick up and the number you want will be ringing. Repeat Dialing can monitor more than one busy number at a time, with distinctive rings used for each (Caller ID, if so equipped, also shows which number has been reached). If you hear a fast busy signal or an announcement that the call cannot be completed, then the number is either invalid/not working, or has activated Call Forwarding.

Repeat Dialing deactivates automatically if you do not get through within 30 minutes. To deactivate Repeat Dialing manually, listen for a dial tone and dial *86. Listen for the announcement

*Certain phone features may not be available in your area depending upon the capabilities of the interconnecting providers.
 

To block your identity from being displayed on the Caller ID system of the person you are calling, press *67 before placing the call. Caller ID block is entered one call at a time.

A call made outside your local calling area but still within your own Local Access Transport Area (LATA), they may also be called an intraLATA call. These calls are not far enough away to be considered long distance but typically cost money when placed with a traditional phone provider. Local Toll calls are included for free in your NuLink Phone package as part of the unlimited local and local toll calling.

A call made from one Local Access Transport Area (LATA) to another is considered a long distance call. These calls, as well as calls to Canada, Puerto Rico, Guam, the U.S. Virgin Islands, Saipan, Northern Mariana Islands, Hawaii and Alaska are included for free in the Advanced Phone package as part of the unlimited local and long distance calling and are only $0.05/minute with the Essential Phone package.

Slamming is the illegal practice of changing a consumer's telephone service without permission.

Calls to 1-900 or 1-976 phone numbers are blocked by default. NuLink will unblock access to these numbers at the customers request by calling 770-683-6988

Busy Line Verify and Interrupt is available to NuLink Phone customers attempting to verify if a phone number is busy (in use). There is a charge to use this service.

To request that a telephone number be verified, please follow the steps below:

• The NuLink Phone customer must dial the operator: 0.
• Upon request the operator will verify the line is busy of the number provided.
• The operator will relay this information back to the requesting NuLink Phone customer.
• If the NuLink Phone customer wishes to have the operator interrupt the call, the operator will interrupt the conversation announce who they are and ask if everything is OK. The outcome of the interrupt service is passed back to the requesting NuLink Phone customer. There is an additional charge for the interrupt service.
   

Yes, Voicemail is provided with no additional monthly charge.

To access voicemail from your NuLink phone, dial *09. You will be prompted to enter your password, followed by the pound key (#).

If you don't know your password, try the last 4 digits of your phone number or call (770) 683-MYTV to have NuLink reset it for you.

To access voicemail from a remote location, call your number. When you hear the voicemail greeting, press the star key (*), then enter your password followed by the pound key (#).

Here are the options once you've entered your password:

(1) Play inbox messages
(2) Play saved messages
(3) Change password
(4) Play personal greeting
(5) Record personal greeting
(6) Access distribution groups
(7) Compose a message
(8) Change personal operator number
(*) Exit VM system
 

Yes. NuLink is concerned about your safety. We want you to feel secure that emergency assistance is only three digits away, similar to your standard telephone. That's why 911 Emergency Dialing is included with every NuLink Phone plan.

There are some important differences when calling 911 services with NuLink Phone that you should be aware of:

Service Outages Can Prevent 911 Emergency Dialing

Please note that the NuLink Phone advanced modem also includes back-up power. If there is a power outage, NuLink Phone can still operate for up to 4 hours when fully-charged; so it may be possible to access 911 services or make other calls during a power outage. This will also depend on your phones. Cordless phones or phones that use an electrical outlet do not work without power.

If there is a service outage on the cable line connected to your advanced modem, you will not be able to make calls until the outage is resolved.

Basic 911 service simply connects the caller to a local Public Safety Answering Point (PSAP). Although the call is connected to a dispatcher, the dispatcher may not have all of the caller’s information such as name or address. Enhanced 911 (E911) provides a data stream along with the call so that when a customer is connected to a PSAP, the dispatcher has the caller’s name and address for faster response. Similar to major phone companies, NuLink Phone provides our users with E911 service.

Similar to major phone companies, NuLink Phone provides customers with E911 service so that when their call is connected to the local Public Safety Answering Point (PSAP), their name and address will appear on the dispatcher’s screen.

No. E911 service is a standard feature with NuLink Phone and included in all NuLink Phone packages. Your NuLink Phone number, name and address are provided to your local Public Safety Answering Point (PSAP) through an industry database so that if/when you call 911, you will be connected to your local PSAP immediately and the dispatcher can identify your name and address.

Basic 911 service is immediately available upon installation. That is, you may place 911 calls that will be routed to your local Public Safety Answering Point (PSAP) immediately. E911, the customer data including your name and address, however, may not be immediately available. In accordance with industry standards, this information is updated after customer installation. This is so the shared industry database is populated with the most accurate information possible.

Once NuLink sends the information to the industry database, it may take 24 to 48 hours for that database to update and get the information to the local Public Safety Answering Point (PSAP). This is the industry’s standard timeframe for updating 911 information when a customer changes phone providers. Regardless of whether you call 911 one day or one year after your installation, it is important to always identify yourself and your address to the 911 dispatcher.
 

Because NuLink manages 911 call routing and data streaming the same way as other major phone providers, our customers should not have any issues connecting with their local Public Safety Answering Point (PSAP) for 911 services. However, it is important to note that completing phone calls on NuLink’s network is contingent on power. If you are without power for more than 4 hours, you will most likely not be able to place any phone calls on the NuLink network until power is restored. The phone modems provide about four hours of back-up battery power to assist with minor power outages, but similar to cordless phone, the continued use of the phone modem is reliant on a power source.

Because the equipment used to support NuLink Phone in the customer’s home (advanced phone modem) relies on a power source; power outages can have an impact on your ability to place and receive calls, including 911 calls. NuLink provides battery back-up power to the advanced phone modem which will provide an additional four hours of standby power in the event of a power outage. However, if the power outage lasts longer than the battery back-up, you will be unable to place a 911 call (or any call) after the battery back up has expired (approximately four hours). Phone usage while on battery back-up power will impact the total back-up time of the battery.

NuLink Phone relies on the cable network for delivering a call to the local switch. If the NuLink cable network is down, or the cable network in your home is not working, you will be unable to make or receive phone calls, regardless of whether or not there is power.