The Power of Support

This section discloses certain limitations of our service that you consent to as a condition of using our Service. By using our Service, you acknowledge that you understand and agree to all of these terms and conditions of use.

This is an explanation of limitations on Boost’s service of emergency calls to 911 (“911 Service”). Below, we address limitations on (1) 911 service generally, (2) calls to 911 made via Boost mobile voice service, (3) calls made to 911 via Boost mobile WiFi Calling Service, and (4) Text-to-911 Service. When we say “911,” we mean that term to also include “Enhanced 911” or “E911,” which is 911 plus some location and call-back functionalities designed to locate mobile wireless callers in an emergency. E911 only works where 911 call centers called Public Safety Answering Points (“PSAPs”) have installed E911 capable equipment.

There are service limitations that are specific to calls to 911 made via Boost mobile voice service, Texts to 911, and calls made to 911 via Boost mobile WiFi Calling Service, which are explained in detail below, but circumstances that may cause all of these services to be limited or unavailable include, but not limited to:

• Wireless network outage
• Network congestion
• Power outages or other loss of electrical or battery power
• The PSAP’s ability or willingness to receive and respond to an emergency call or text message
• If you are prepaid customer with a zero-dollar ($0) or negative balance
• The device is not located in the United States of America
• You have a weak or non-existent GPS signals
• Signal interference or degradation
• Other technical limitations

You agree that Boost may, whenever you dial 911, and without further notice to you, use or disclose personal information, including but not limited to data such as a civic address that you have provided and/or device-based location information (including, but not limited to, horizontal and vertical location coordinates). The Federal Communications Commission (“FCC”) requires Boost to collect and share the location of 911 callers for the limited purpose of enabling first responders to respond to 911 emergencies.

You further acknowledge that even though Boost Mobile will make commercially reasonable efforts to route your 911 call to the appropriate 911 emergency dispatch center (known as a “Public Safety Answering Point” or “PSAP,” calls may be routed to a PSAP covering a neighboring or distant area due to incorrect location information supplied by you, inaccurate or unavailable routing information, mechanical failure, and error.

IN AN EMERGENCY, WHENEVER POSSIBLE, CALL 911. Text-to-911 is available only in limited areas because not all local public safety officials are equipped to handle them. You cannot use Text-to-911 unless you are in an area where the PSAP accepts Text-to-911 messages and the device you are using has both an active messaging plan and a cellular-data connection (having only a Wi-Fi connection will not be sufficient).

Where available, text-to-911 service may allow standard SMS text message communication with a 911 call center. Delivery or receipt of messages is not guaranteed and messages may fail, be delayed or be out of sequence. Text-to-911 may only be available only in certain limited areas where it has been requested and implemented by local public safety officials.

The Text-to-911 service is not available when roaming. If you are prepaid customer with a zero-dollar ($0) or negative balance, a PSAP will not be able to text you back, which could result in the PSAP calling your number from a phone number that does not appear to be from 911 (i.e., an administrative phone number of the PSAP).

If you use Text-to-911, be prepared to provide your precise physical location to emergency responders.

You further acknowledge that even though Boost Mobile will make commercially reasonable efforts to route your 911 call to the appropriate 911 emergency dispatch center (known as a “Public Safety Answering Point” or “PSAP,” calls may be routed to a PSAP covering a neighboring or distant area due to incorrect location information supplied by you, inaccurate or unavailable routing information, mechanical failure, and error.

Boost Mobile’s WiFi Calling Service completes telephone calls using Voice over Internet Protocol (“VoIP”) technology by connecting a capable Boost wireless device to a router using a WiFi signal and is intended primarily for use within the domestic United States (“U.S”). VoIP telephony is fundamentally different from traditional telephone service and has inherent limitations. The WiFi Calling Service, including 911 calling, may be unavailable or limited in some circumstances, including, but not limited to, the circumstances described below. While the WiFi Calling Service may be available in a limited number of countries outside the U.S., calls to 911 and other international emergency service abbreviated dialing codes, such as 1-1-2 or 9-9-9, WILL NOT function over WiFi and should not be used or relied upon during an emergency. You hereby certify that you are aware of the WiFi Calling Service limitations outlined herein and that WiFi Calling Service will not be used by anyone other than you without first notifying the end user of all such limitations.

Boost is responsible only for any WiFi Calling Service that it provides. If you download or software, applications, or services (including voice applications) provided by anyone other than Boost, your calls, including calls to 911, may not work the same as services offered by Boost, and might not work at all. You are solely responsible for any third–party applications, data, content, or services that you access, download or use on your device.

When you call 911, always state where you are to the person who answers (i.e., identify the physical location where you can be found). 911 call takers still need you to tell them where you are.

Boost will collect from you an address where you want first responders to search for you in the case of an emergency 911 call. We call this the “Registered Location.” You will not be allowed to use the WiFi Calling Service until you provide a Registered Location. It is vitally important that you keep the Registered Location current and update it whenever you change your location. You can do this at any time in the settings of your device. It may take some time to process your request and there could be delay from the time you submit an updated Registered Location and the time it can be used for routing to the appropriate PSAP or delivered to the PSAP. You are responsible for keeping your Registered Location current and accurate at all times.

1. Relocation of End User Devices

If Customer uses the WiFi Calling Service in a location other than the Registered Location for that device, 911 calls may not be routed to the appropriate Public Safety Answering Point ("PSAP") for the end user’s current physical location.

2. Use of “Non-Native” Telephone Numbers

If Customer uses the WiFi Calling Service with an assigned telephone number that is outside the rate center of the Registered Location, the PSAP for the Registered Location may not recognize the telephone number for call-back or other informational purposes.

3. Broadband Connection Failures

The WiFi Calling Service will not be able to make calls if Customer loses connectivity to the Internet. Due to Internet congestion and network design issues, 911 calls placed through the WiFi Calling Service may sometimes produce a busy signal, experience unexpected answering wait times, or take longer to answer than 911 calls placed through traditional telephone networks.

4. Loss of Electrical Power

The WiFi Calling Service will not operate if Customer has lost electric power for the WiFi Calling Service or for other WiFi Calling Service-enabling equipment. After a power outage, Customer may need to reset or reconfigure enabling equipment or devices before being able to use the WiFi Calling Service.

5. Updating Registered Locations in Automatic Location Identification (ALI) Databases

If Customer does not correctly identify the physical location of the WiFi Calling Service when defining the Registered Location, 911 calls through the WiFi Calling Service may not reach the correct PSAP. At initial activation of the WiFi Calling Service, and following any update to Registered Locations, there may be some delay before complete and accurate information is passed to the local emergency service call taker.

6. Viruses and Security Updates

You must maintain Internet security protections, including virus protections when you access or use any VoIP technology. Failure to do this could prevent you from using the WiFi Calling Service and you may not be able to reach 911 emergency services.

7. Registered Locations

Boost relies on the Registered Location of the WiFi Calling Service at the time a 911 call is placed to route the call to the appropriate PSAP within the domestic U.S. and to provide the PSAP with your location. Your device may automatically attempt to determine the Registered Location information based on its location. You should verify and update the Registered Location information regularly and when accessing a WiFi network with the same name (SSID) that may exist in multiple locations. Registered Location information is not automatically updated for a location with the same network name or for other non-cellular devices being used with the WiFi Calling Service. If Customer does not update the Registered Location or it is not complete, Boost may attempt to route a 911 call based on earlier Registered Location information, which may not match Customer’s actual location and may cause a 911 call to be misrouted and/or provide a PSAP with incorrect location information. Always be prepared to provide your actual location to a call taker. If you decide to link devices such as laptops, tablets, or smart watches to a Voice over IP application or service that allows all of the linked devices to use a DISH-provisioned telephone number or that cause all calls to those devices to ring simultaneously with a phone (e.g., Companion Service), you agree to provide Boost Mobile a Registered Location for each device and to update those Registered Locations whenever there is a change to the location of each device.

8. PSAP Limitations

The PSAP designated to receive 911 calls for a particular Registered Location through the WiFi Calling Service may not have a system configured for all 911 services. The PSAP may not be able to capture, retain or otherwise determine the phone number, Registered Location, or physical location of the VoIP device placing the 911 call. Accordingly, Customer must be prepared to provide this information to the PSAP. Until and unless Customer does so, the emergency service call taker may be unable to call Customer back or to otherwise assist Customer in the event of an emergency.

9. Warning Labels and Certifications

Customer must notify end users of the WiFi Calling Service about the 911 limitations of the WiFi Calling Service as outlined in this acknowledgement. Boost provides Customer with warning labels regarding the limitations or unavailability of 911 services. Customer will place labels on or near each VoIP device used to access the WiFi Calling Service. Customer will acknowledge and complete all advisory notices and certifications received from Boost regarding 911 service. Click here to download a warning label.

10. Customer Choice

Each Customer must carefully evaluate the individual circumstances in deciding whether to rely solely upon the WiFi Calling Service for 911 calling or to make necessary provisions for access to emergency calling services (e.g. maintaining a conventional landline phone as a backup means of completing emergency calls).

11. Other Limitations

In addition to 911 limitations, the WiFi Calling Service does not support Wireless Emergency Alerts and may not support other wireless products and services. Other non-cellular devices capable of WiFi Calling may not support a 911 call over a wireless carrier network and may be limited to WiFi Calling capabilities only, if available and connected. The primary device user can deactivate WiFi Calling Service on all other associated devices at any time and thereby eliminate WiFi Calling, including 911 calling, from those devices.

12. Limitation of Liability and Release

Boost is not liable for any failure to access emergency services when using the WiFi Calling Service. Customer hereby releases and discharges Boost, its affiliates and subsidiaries, and their respective officers, directors, employees, agents and vendors affiliated with the WiFi Calling Service from any and all claims, losses, damages, fines, penalties, costs, expenses and liability arising out of Customer’s or any third party’s use of the WiFi Calling Service, and hereby acknowledges that Boost is not liable for any failure or outage of the WiFi Calling Service, including those related to 911 dialing in the USA and Emergency Services Calling in other countries where the WiFi Calling Service is permitted by Boost. This release and waiver extends to all claims of any kind or nature whether foreseen, known or unknown.

TTY/TRS users should always dial 911 (not 7-1-1) for emergency service, and will need to provide and update their 911 Registered Location as described above. Otherwise, TRS users should dial 7-1-1 to reach the TRS service, which permits persons with a hearing or speech disability to use a teletypewriter (TTY) or other device to place and receive telephone calls.

If you use an Apple iPhone on Boost Mobile’s network, you may be able to use your Apple ID to associate devices such as laptops, tablets, and smart watches (“Adjunct Devices”) with the primary telephone number assigned to the iPhone. By using the Companion Service, you agree to provide Boost Mobile with a Registered Location for each Adjunct device to help avoid circumstances where an Adjunct Devices are in different physical locations than the location of the primary telephone. You must keep the Registered Location for each device used in the Companion Service current because, based on how the Apple Companion service works, devices that you link by the primary Boost Mobile telephone number do not need to be in the same physical location. In fact, Adjunct Devices could be separated from the location of record of the primary telephone by many miles, which could have the effect of leading 911 emergency responders to a location where you are not physically located. By using the Companion service, you also acknowledge and agree that all of your linked devices could ring when someone calls your primary telephone, including 911 PSAP call takers who may need to call you back after you place a call or text to 911.

WEAs are free messages that Boost transmits to you device on behalf of authorized, national, state or local emergency and public-safety authorities. Boost does not create WEAs — WEAs are originated by public safety officials who send them through the Federal Emergency Management Agency to Boost. Boost Mobile’s role is to broadcast WEAs over our cellular network to your device.

Boost has chosen to offer wireless emergency alerts, including enhanced geo-targeting, within portions of its service area, as defined by the terms and conditions of its service agreement, on wireless emergency alert capable devices. There is no additional charge for these wireless emergency alerts.

Wireless emergency alerts, including enhanced geo-targeting, may not be available on all devices or in the entire service area, or if a subscriber is outside of the Boost service area. For details on the availability of this service and wireless emergency alert capable devices, including the availability and benefits of enhanced geo-targeting, please ask a sales representative, or visit our Wireless Emergency Alerts FAQs.

Notice required by FCC Rule 47 CFR 10.240 (Commercial Mobile Alert System).

WEAs broadcast at a set volume that can’t be changed. WEAs may override any blocks you have on your phone, such as do not disturb, but they shouldn’t unduly interfere with making phone calls, sending emails, or completing online transactions.

If you receive a WEA, take any action recommended in the alert and check your local media or the National Weather Service for additional information.

There are different types of WEA messages:

• Presidential Alerts – This kind of alert can only be sent by the President of the United States.
• Imminent Threat – This kind of alert is categorized as either Extreme or Severe. Examples of this type of alert might be a weather alert or a chemical spill.
• AMBER Alerts – America’s Missing: Broadcast Emergency Response or “AMBER” Alerts can be sent as a WEA message.
• Public Safety Alert – Allows public safety agencies to communicate directly with the public.

You may opt out of imminent threat alerts or AMBER alerts, but you may not opt out of Presidential alerts. Boost recommends that you keep all alerts activated, but if you choose to opt out of alerts, but see your phone’s User Manual for more information about Settings.

In transmitting emergency alerts as required by federal law, Boost, including its officers, directors, employees, vendors, and agents, will not be liable to any subscriber to, or user of, Boost's wireless service or equipment for any act or omission related to or any harm resulting from the transmission of, or the failure to transmit, an emergency alert; or the release to a government entity or agency, public safety, fire service, law enforcement official, emergency medical service, or emergency facility of subscriber information used in connection with delivering an emergency alert.

To learn more about WEAs, the limited availability of this service and enhanced geo-targeting, and wireless emergency alert capable devices, please visit our Wireless Emergency Alerts FAQs.

By using any Boost service, you agree that Boost may access, monitor, use or disclose your personal information or communications to do things such as: comply with the law or respond to legal process or lawful requests, including but not limited to requests made under exigent circumstances; protect the rights or property of us, our agents, members, our customers, and others including to enforce our agreements, policies and terms of use, and respond to emergencies. Personal information we collect includes information you give us, such as name, postal address, telephone number, e-mail address, date of birth, social security number or other government identification number, demographics, activities, payment information, location information, and personal preferences.

For more information about uses of your information, please carefully review our Privacy Policy.

Blocked calls are stopped in the network and never reach your device. Blocked calls are not directed to voicemail.

In addition to providing you with method for blocking unwanted calls and robocalls, Boost automatically blocks calls in the network from telephone numbers which are invalid or are on a DNO (Do Not Originate) list. These are numbers that should not be making calls in the first place.

Boost also uses reasonable network-based call analytics that incorporated caller ID authentication information to identify and block categories of calls that are highly likely to be illegal. As part of this program:

• 911 emergency calls are not blocked
• blocking services are provided with no additional line-item charge
• The network-based analytics are applied in a non-discriminatory, competitively neutral manner
• All reasonable efforts are taken to ensure that calls from public safety answering points and government emergency numbers are not blocked,
• We provide a system for redress, including a single point of contact, if you believe calls were inappropriately blocked

If you believe that Boost has incorrectly blocked a call, you can make a call blocking error complaint by contacting us at 833-50-BOOST (833-502-6678).