911 Not Accurate

 Last night my neighbors got into a huge fight. I had to call 911 twice for the police to show up. I noticed Ting has dinged my account for both calls to 911. The first one for 2 minutes and the other for 3 minutes. And to top it off both emergency calls went to county dispatch instead of my city police dept which is only 3 or 4 blocks away. I had to be transferred both times.

  Is this normal practice for Ting to charge users for 911 calls? This is not the first time I have had to call the PD on my neighbors due to fights. I have been charged every time. Also if we are paying an e911 fee why were my calls not routed to the proper police dept that is in my city? I do not live near city boundries. Both of these 911 calls have bumped my minutes up into the next higher payment tier. Is there a way to keep my address on file for 911 with Ting like Sprint used to do?

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Comments

10 comments
  • Call or chat with Ting support for their official answer.

    Ting usually charges for all calls their providers charge them. I do not know the situation with 911 calla, specifically.

    You really need Ting's official answer here.

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  • Well Bruce I thought I was asking Ting. After all this is the "Ask Ting" forum. Maybe they don't answer anymore. I don't want to call them and use up more minutes. I'm really more worried about the 911 calls being routed to the wrong location. I live alone and if I ever have to call for help and can't speak I might not get the help. As a retired LEO I can tell you that cell phone tower triangulation doesn't always work. Sprint had my address and so should Ting.

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  • Hey Robert!

    You will see used minutes calling 911 during the billing period but they are reconciled at the end of the month and removed from the account (just like the same way as if you were to contact Ting). I have also sent you an email to gather some further information regarding your address not being updated on the account. Please reply back with the information I requested and we can get this sorted out :)

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  • Thank you, Jamie.

    As you know, this forum is not the best place to get official answers from Ting and users try to help fill any gaps.

    It would be great if this were designated as primarily a community forum rather that first-line support.

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  • Well Jamie I did not get your email for any information. I did check my spam folder too. The only emails I received were emails to notify me of the replies to this thread. Are you sure you sent it? And Bruce the title of this forum is Ask Ting. If you don't feel like answering questions in a community forum then don't. In fact if you are not a Ting employee I would rather you didn't answer since the forum is titled Ask Ting.

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  • Hey Robert.

    I have sent the same email again to the address that's associated with your Ting account. We just need your current address so we can update it on your Ting account so this problem does not happen again. It would be best to give us that address in a private forum rather than in public :)

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  • Jamie I still haven't received an email from you. And it's not in my spam folder either. I am just getting forum emails stating I have replies to my post. You do have my current address both physical and email. I haven't changed either. I have called the Allen PD and have received a direct number into dispatch that I will program into my phone. I won't use 911. I guess we get what we pay for with phone service.

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  • Thanks for keeping us posted Robert. Since you are unable to receive the emails I have been sending you, we will be reaching out to you by giving you a call with the phone number that is active on your Ting account.

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  • Jamie is there a possibility that ya'll are looking up the wrong account? I still don't have any emails from Ting other than this forum response notification and I have not received any phone calls from Ting either. I don't think the problem is on my end.

     At this point I give up. I have a phone number to call the Allen PD directly. I will just use that number if I need to call PD/FD.My only concern is that my 911 calls are being routed to the wrong police dept. But I will just chalk it up to I get what I pay for with my phone company. At this point don't worry about it anymore.

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  • Hey Robert!

    Good to speak with you, as I suggested over the phone it sounds like a carrier reset should resolve the issue you were running into for future instances. If you could please enter in ##72786# into the dialing pad of the device tap the "Menu" button and tap OK the phone will reset and go through a hands-free activation. One thing I want to mention is that you will need to have mobile data enabled in order for it to properly work. If it does not prompt the hands-free activation, please go to your Settings>System Updates>Update Profile.

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