An ongoing issue with Google Fi sees some subscribers unable to call poison control in certain scenarios. The company is aware of the problem and actively investigating.

Calling the Poison Help line connects you to a “specially trained nurse, pharmacist, or doctor at your local poison center” in all 50 states, D.C., Guam, Federated States of Micronesia, Puerto Rico, and American Samoa.

[Please note: We actively advise against dialing if you’re only seeking to “test” out whether the hotline works, as this could inundate the center with non-emergency activity.] 

People usually get the help they need over the phone. Most people do not have to go to a doctor or the hospital. Poison Help can also help you learn about your risks before an emergency.

Some Fi users are unable to get the call to connect and instead hear an automated and generic “Your call cannot be completed as dialed” message with directions to contact customer support.

This is not happening for all users that have tried calling, and a handful of paramedics have chimed in about having no issues whatsoever. However, there are more than a few reports of this problem occurring that stretch back a few months, and the most recent comes from this week. The problem does not appear to be limited to any particular part of the US, while both Android and iOS users have been affected..

Some affected users are able to reach poison control, but end up getting service from one in another state. Meanwhile, some that have issues over cellular can successfully have the call go through over a Wi-Fi connection. 

We reached out to Google, and the company told us it’s aware of this Fi problem with poison control and investigating. 

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Abner Li

Editor-in-chief. Interested in the minutiae of Google and Alphabet. Tips/talk: