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Teacher

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10 Messages

Sun, Apr 30, 2017 9:44 AM

Can't change emergency 911 address

We recently moved from Indiana, to Florida. I updated our profile information, but have been unsuccessful in getting the emergency 911 address changed, to reflect our new home address. I've used both the app, and desktop browser, to attempt to correct the address, but it won't save the new info, and reverts to our old Indiana address. Probably not a good thing for 911 response time. I have tried countless times, tried AT&T chat a half-dozen times, and talked "live" to upwards of 10 different support team members, and can't get this issue fixed. The last I spoke to is a "web specialist", who guaranteed me she made the address change from her end, and it would appear at my end, in 24 hours. It's been 48. This is the emergency 911 address you're required to verify, when first activating Wi-Fi calling on your device.

Responses

lizdance40

ACE - Sage

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78.1K Messages

3 years ago

Have you turned wifi calling off?   Do so.  Then, while connected to your wifi, turn on wifi calling again.  It should require you enter information over again.  If you have problems registering your new address check with the PD or PO for the official address.

 

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Teacher

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10 Messages

3 years ago

Turning Wi-Fi calling on/off, does not initiate prompting for an updated emergency 911 address. It only did so, the very first time I activated it on this device, at which time I was asked to verify the address I wished to use.
The address I am entering is the official USPS address for this new home location.
lizdance40

ACE - Sage

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78.1K Messages

3 years ago

It shouldn't be a problem to change the E911 address.  Is it saying invalid?  Or jut defaulting to the old address?

Check with the PD.  The E911 address may not agree.   

🐾 I don’t work for AT&T or any carrier. Never have, never will. My replies are based on experience and reading content available on the website. If you posted personal information, please edit and remove.

Award for Community Excellence 2020 Achiever*
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Gary L

ACE - Expert

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15.8K Messages

3 years ago

@KarlWS Try looking up your address to see how it corrects it (road to RD, etc.) and then use that address and see if it helps... https://tools.usps.com/go/ZipLookupAction_input

 

Some people have done similar address checks before and it worked.

 

Please let me know how it turns out so I know whether to suggest this again to somebody...

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lizdance40

ACE - Sage

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78.1K Messages

3 years ago

Yipes.  Short of factory resetting I'm running out of any useful information on this problem.   

🐾 I don’t work for AT&T or any carrier. Never have, never will. My replies are based on experience and reading content available on the website. If you posted personal information, please edit and remove.

Award for Community Excellence 2020 Achiever*
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Teacher

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10 Messages

3 years ago

Yes, I've tried that, both ways...Lane, & LN. Same story.

Teacher

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10 Messages

3 years ago

The problem still exists. I came across other threads on this exact topic, that mention the same issue, for which no resolution is mentioned. Since my last posting, I tried calling 611, again, and got nowhere. I also tried chat, which I won't do again, since in every case, I've been disconnected from the chat at about 15 minutes, which has not been enough time for them to see the problem, then try to fix it at their end. I don't know what specific 911 database AT&T references when verifying your emergency 911 address, but it would be interesting to know, and see what it shows for our home address. Meanwhile, I'm using Wi-Fi calling at my new Florida home, but the emergency 911 address shows our obsolete Indiana home address. I don't think that's the best long-term solution...

Teacher

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10 Messages

3 years ago

I should also add, I made a phone call to the Sumter County Florida 911 coordinator, and she confirmed both the existence, and format of our new home address in the 911 database. Sooo...
lizdance40

ACE - Sage

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78.1K Messages

3 years ago

Did you factory reset the phone? Turn off wifi calling.   Backup, erase, restore and set up as new.  Wifi calling has to be set up from scratch.

 

🐾 I don’t work for AT&T or any carrier. Never have, never will. My replies are based on experience and reading content available on the website. If you posted personal information, please edit and remove.

Award for Community Excellence 2020 Achiever*
*I am not an AT&T employee, and the views and opinions expressed on this forum are purely my own. Any product claim, statistic, quote, or other representation about a product or service should be verified with the manufacturer, provider, or party.

Teacher

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10 Messages

3 years ago

Well, factory reset is out of the question. It's not worth the hassle to put my phone back together. I don't see any other users that have cited factory reset as the solution to this specific issue, but maybe I missed it. IMO, the problem is at AT&T's end. BTW, my OS was updated to Nougat 7.0, since my original post, here. Wi-Fi calling in settings now shows an option to change your emergency 911 address. Same story. I have (and need!) Wi-Fi calling. The cell signal in our area is horrendous. I'll take my chances that in the event of a 911 emergency, they'll hunt me down in Florida, at my address of primary use. Our local sheriff has confirmed our home address is in their 911 database.

Contributor

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1 Message

a year ago

I'm having exact same problem just because I got a new phone but at same address same sim everything. Says error code APP0008. Ik I could get it to work if it would take me to where u enter your 911 address but for some reason that's nowhere to be found.. It didn't prompt me to after turning on and off so that doesn't work. I've reset my WiFi box rentered the passcode everything nothing works!!! 

Contributor

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3 Messages

10 months ago

Anyone ever figure this out?

The AT&T website keeps nagging me with "We’re missing an emergency 911 address for a device. Please update the address on your device now."

New Member

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3 Messages

6 months ago

I know this is an old thread but I figured it out for my iPhone. There is an option in Settings labeled "Phone", and within that menu another option labeled "Wi-Fi Calling". When I open that and turn on Wi-Fi Calling, it prompted me for the emergency address to be used when calling 911 via Wi-Fi. Then after I entered an address, a new option appeared in the same menu labeled "Update Emergency Address" that wasn't there before. You may need to turn Wi-Fi calling off and back on in this menu before that new option appears.

Maybe the message from AT&T should be a little more explicit about what the 911 address is actually for (wi-fi calls), and where to look for the option to enter it in iOS and Android.

I hope this helps somebody!

(edited)

lizdance40

ACE - Sage

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78.1K Messages

Weird, the previous posters were using Android. I am changing my location frequently and have never had a problem altering the e-911 address in my Android phones.
The only difference maybe that I use unlocked phones rather than an AT&T branded device.

🐾 I don’t work for AT&T or any carrier. Never have, never will. My replies are based on experience and reading content available on the website. If you posted personal information, please edit and remove.

Award for Community Excellence 2020 Achiever*
*I am not an AT&T employee, and the views and opinions expressed on this forum are purely my own. Any product claim, statistic, quote, or other representation about a product or service should be verified with the manufacturer, provider, or party.

New Member

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3 Messages

My phone is actually not locked to AT&T. I just bought it on eBay about a week ago and swapped in the SIM from my previous phone. For whatever reason, the emergency address didn’t carry over when I did the iPhone’s backup/copy procedure though.

lizdance40

ACE - Sage

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78.1K Messages

It shouldn't copy over. The e-911 address should be required every time you set up a new phone and activate it over your home Wi-Fi.

I am assuming that the previous users have an AT&T branded Android phone (locked or unlocked doesn't matter)
I am using phones that are not AT&T branded, but do allow Wi-Fi calling (pixel 3 xl, 4 xl for example)

🐾 I don’t work for AT&T or any carrier. Never have, never will. My replies are based on experience and reading content available on the website. If you posted personal information, please edit and remove.

Award for Community Excellence 2020 Achiever*
*I am not an AT&T employee, and the views and opinions expressed on this forum are purely my own. Any product claim, statistic, quote, or other representation about a product or service should be verified with the manufacturer, provider, or party.

New Member

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1 Message

2 months ago

We just moved into a new development. The post office didn’t even know our address even though they were delivering mail to our address. AT&T is telling me the address is not valid, that has nothing to the police department they’re probably using the post office database which apparently does not update very often at least that has been my experience. (Also, the AT&T billing accepted my address as valid. It always seems to be one hand not knowing what the other hand is doing.)

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