Emergency Services


Simwood provides access to public emergency call services to all customers within England, Wales, Scotland and Northern Ireland. When you dial either 999 or 112, you will be connected to national emergency operators who will handle your call. The emergency operator will ask for specific information to correctly transfer your call. You will need to state clearly and promptly the nature of your emergency, your location and phone number, and any other requested information. The emergency operator will then route your call to the appropriate emergency agency, such as:

  • Police
  • Fire Brigade
  • Ambulance
  • Coastguard
  • Mountain Rescue

If you use your Simwood service outside of England, Wales, Scotland and Northern Ireland, you will not be able to call emergency services in the country where you are located.

Location Information

When a 999 call is routed in the UK, the Emergency Services operators have access to an emergency database. Traditionally, this is populated with the name and address of the line subscriber. Your initial location will be registered as a part of subscribing to Simwood services. It is your responsibility to maintain the accuracy of your location address via your online account if there are any changes. If you do not update us with changes, it may or may not be possible for emergency operators and authorities to identify your location and phone number when you dial 999/112.

Because IP telephony users can, by design, be nomadic, it is possible that they may not be at the location in the emergency services database. Therefore, when you dial 999/112 you may be required to state your location and phone number verbally.

Power & Service Outages

999 / 112 Emergency Services and your Simwood service WILL NOT function during an electrical power or broadband provider outage, nor if your Simwood account has been suspended or terminated. It is therefore highly recommended that you ensure that you have an alternative means of contacting the Emergency Services such as a mobile phone or a traditional, wired phone plugged into the PSTN.

N.B. It should also be remembered that in the case of a power failure, an ordinary DECT or wireless phone will similarly fail to work.

Please refer to the Services section of our Terms and Conditions for important information regarding access to Emergency Services.

Comments are closed.