When you are experiencing an emergency, it’s important that we connect you to the right emergency service provider.  Sprint complies with all Federal Communications Commission (FCC) emergency call handling requirements to process 911 calls for TTY, CapTel, IP-Relay, and IP-CTS. Sprint may collect your name, location, and other identifying information at the beginning of the 911 call in order to connect you to the most appropriate Emergency Services Provider or Public Safety Answering Point (PSAP).

For more information, please see the FCC Advisory Page

 

Please select the 911 information for one of the following services:

 

Sprint IP Relay®

Sprint IP Relay allows registered users to login using an internet connection with a web browser through SprintIP.com.  The following physical geographic location information is essential to locate the most appropriate PSAP.

  • Street address

  • City, State, Zip Code

  • Area code and Phone number from where the caller is located

The caller should be prepared to provide an alternate means of re-establishing contact if disconnected during the 911 (e.g., a 10-digit phone number with a TTY or a VRS call back number.)  

Steps to Place a 911 Call

  1. Caller must be registered and logged in to SprintIP.com

  2. Using SprintIP.com enter “911” as the number to dial or click link “Make an emergency 911 call”

  3. The 911 call will be answered in a priority queue by a Relay Operator to process the emergency call

  4. Caller will connect with Relay Operator and the emergency call will be placed to the appropriate PSAP based on location information obtained from IP Relay user's profile

  5. If one or both legs of an emergency call are disconnected, the Sprint IP Relay Operator will attempt to re-establish contact with the caller

NOTE:  The IP user has the ability to change geographic location information and select the preferred location to be used in case of an emergency through mysprintrelay.com.  International address changes are not allowed by the Sprint system.

Recommended and Supported Devices

SprintIP.com application requirements:

  • Internet connection - DSL, Cable, WiFi, 3G or 4G wireless networks*

  • ​Latest versions of major Internet browsers – Microsoft Edge, Microsoft Internet Explorer, Mozilla Firefox, Google Chrome, and Apple Safari

 * Data charges may apply while using 3G or 4G wireless networks

 

Notice of Downloads or Upgrades

SprintIP.com does not require downloads or upgrades.
 

911 IP Relay Disclaimer:  Although Sprint IP Relay can be used for emergency calling, such emergency calling may not function the same as traditional 911/E911 services. By using Sprint IP for emergency calling, you agree that Sprint is not responsible for any damages resulting from errors, defects, malfunctions, interruptions or failures in accessing or attempting to access emergency services through Sprint IP; whether caused by the negligence of Sprint or otherwise. Other restrictions apply. 

 

Sprint Mobile IP Relay® 

Sprint IP Relay allows registered users to login using a free mobile application through the Google Play Store or Apple App Store.  Due to the mobility Sprint IP users have today, the IP caller will need to provide their current physical location. This information is essential to locate the most appropriate PSAP.

  • Street address

  • City, State, Zip Code

  • Area code and Phone number from where the caller is located

The caller should be prepared to provide an alternate means of re-establishing contact if disconnected during the 911 call (e.g., a 10-digit phone number with a TTY or a VRS call back number.)  

Steps to Place a 911 Call

  1. Caller must be registered and logged in to the Sprint Mobile IP application for Google or Apple devices

  2. Using Sprint Mobile IP app for Android or iOS, tap “Emergency 9-1-1” button

  3. The 911 call will be answered in a priority queue by a Relay Operator to process the emergency call

  4. Sprint Mobile IP users are connected to the Emergency Contact Center (ECC)

    1. The ECC will determine most appropriate PSAP based on Mobile IP user’s current location

    2. Relay Operator will relay the customer location information to the ECC.  The ECC will route the call to the appropriate PSAP

    3. If one or both legs of an emergency call are disconnected.  Relay Operator will attempt to re-establish call

 

Recommended and Supported Devices

Sprint Mobile IP app requirements:

  • Smartphones or tablets running Android v 4.0.3 or higher and Apple iOS 6.0 or higher devices

  • Internet connection 3G or 4G wireless networks* or WiFi

 * Data charges may apply while using 3G or 4G wireless networks

 

Notice of Downloads or Upgrades

For the best performance of the Mobile IP app, the current version is recommended.  Tap “Settings” to view current version from the Sprint Mobile IP app.  To upgrade, visit Google Play Store or Apple App Store to download the latest version of Sprint Mobile IP.

 

911 Mobile IP Relay Disclaimer. Although Mobile IP Services can be used for emergency calling, it does not function in the same manner as traditional wireline or wireless 911. You must carefully evaluate your individual circumstances in deciding whether to rely solely upon the Mobile IP Services for 911 calling or to make alternative provisions for access to emergency calling services, such as attempting a voice call to 911 using the voice calling capability of your wireless phone. In many instances, when you dial 911 from your wireless phone it may automatically route to the appropriate Public Safety Answering Point ("PSAP"), which may have automatic access to your ten-digit wireless telephone number, as well as automatic location information. You may also wish to consider calling 911 from a landline telephone or wireless telephone using a TTY/TDD device, for example.

 

Sprint IP CapTel Phones

IP CapTel phones utilize voice and data connections to allow the user to talk and read captions during a call.  The voice connection may be through an analog telephone line or a compatible telephone service like a bundled cable telephone service. The captions are provided over a high-speed data connection.

Steps to Place a 911 Call:

  1. Your CapTel phone must be connected to a working telephone service and high speed internet

  2. Dial 911 on the CapTel phone with the captions light on

  3. The phone will automatically dial the most appropriate PSAP

  4. At the same time, the captioning service will be answered in a priority queue by a Captioning Assistant to provide captions of your emergency call

  5. You will be connected to an Emergency Services Provider

 

Requirements and Supported Devices

Internet CapTel Phones:

  • Supported CapTel phone models: 800i, 840i, 880i, 2400i

  • Telephone line: Analog, Cable digital phone service, DSL, Voice Over IP

  • Internet connection - DSL, Cable, WiFi, or 4G wireless networks*

 * Data charges may apply while using 4G wireless networks.

 

Notice of Downloads or Upgrades

IP CapTel does not require any downloads before making emergency calls. 

Periodic updates to the CapTel phone are released.  For the best performance of the IP CapTel phone, updating to the latest version is recommended.  Each CapTel phone has a different way to update the device software, consult your printed CapTel phone manual or an online copy at the CapTel website www.captel.com.

 

Sprint WebCapTel

WebCapTel uses a web browser on a computer or mobile device, an internet connection for the computer or mobile device, and a telephone in your possession.  

Steps to Place a 911 Call:

  1. You must be registered and logged in to Sprint WebCapTel.  You must have entered your “My Telephone Number” to receive the callback from the CapTel service

  2. Enter 911 as the number to dial and click Place Call

  3. Your emergency call will be answered in a priority queue by a Captioning Assistant to process the emergency call.  Your “My Telephone Number” will be called first.  When you answer, the emergency call will dial

  4. You will be connected with the WebCapTel Emergency Contact Center.  You will be asked a series of questions to find and confirm your location.  You must be able to speak on the phone and confirm your location.  Once confirmed, you’ll be connected to an Emergency Services Provider

  5. If you or the Emergency Services are disconnected prematurely, the WebCapTel service will attempt to re-establish the call

 

Requirements and Recommended devices

  • Computer, tablet, or mobile device with Internet browser

  • Latest versions of major Internet browsers – Microsoft Edge, Microsoft Internet Explorer, Mozilla Firefox, Google Chrome, and Apple Safari

  • Internet connection - DSL, Cable, WiFi, or 4G wireless broadband*

  • Telephone with telephone service that can receive incoming calls

*Data charges may apply while using wireless broadband (NOTE: if using a wireless device, Sprint highly recommends a wireless broadband connection through a 4G or WiFi network. A 3G connection is not recommended.)

 

Notice of Downloads or Upgrades

WebCapTel does not require any downloads before making emergency calls. 

Periodic updates to the WebCapTel are released.  No action should be needed on your part when the upgrade is released, however, if you are experiencing issues trying to use the latest version, you may need to clear your internet browser history and cache. 

 

TTY

Steps to Place a 911 Call (TTY, VCO, HCO, STS)

  1. Caller must connect to relay service via 711/or toll-free number

  2. The call will be answered by a Relay Operator to process the call

  3. Traditional relay user will type or speak to the Relay Operator to “Call 911” or “Call emergency”

  4. The emergency call will be placed to the appropriate Public Safety Answering Point (PSAP) based on the calling from number (ANI) received when caller connected to relay service

  5. Relay Operator will identify the call to the PSAP authority

a. If the inbound disconnects prior to the call connecting to the PSAP the call will be placed and all known information will be passed to the PSAP authority

b. If the outbound disconnects the Relay Operator will attempt to reestablish the call

  1. The Relay Operator will remain on the line until call completion as determined by the PSAP

 

Speech to Speech (STS)

Steps to Place a 911 Call

  1. Caller must connect to relay service via 711/or toll-free number

  2. The call will be answered by a Relay Operator to process the call

  3. Traditional relay user will type or speak to the Relay Operator to “Call 911” or “Call emergency”

  4. The emergency call will be placed to the appropriate Public Service Answering Point (PSAP) based on the calling from number (ANI) received when caller connected to relay service

  5. Relay Operator will identify the call to the PSAP authority

    1. If the inbound disconnects prior to the call connecting to the PSAP the call will be placed and all known information will be passed to the PSAP authority

    2. If the outbound disconnects the Relay Operator will attempt to reestablish the call.

  6. The Relay Operator will remain on the line until call completion as determined by the PSAP