Important information about E-911 and VoIP phone service
NetJOI’s Digital Phone service uses VoIP (Voice over Internet Protocol) technology. While it includes access to E-911 emergency calling, VoIP-based E-911 works differently than traditional landline 911 services.
This page explains how E-911 works with NetJOI, what to expect in an emergency, and the limitations that apply to VoIP phone services in Canada.
How is E-911 different from 911?
NetJOI registers your service address in advance for E-911 routing purposes. However, unlike traditional wireline 911, the emergency operator may not automatically receive this information and may ask you to verbally confirm your address during the call.
- Your 9-1-1 emergency call will be routed to a third party call centre agent designated by NetJOI (an “Operator”) before being transferred to the appropriate Public Service Answering Point (PSAP); The use of a call centre increases delays related to handling of 9-1-1 emergency calls and thus increases the risk to the individual in an emergency calling situation;
- Unlike traditional wireline 9-1-1 emergency calling, the Service may not automatically provide the Operator with your address and telephone number, and you may be required to verbally confirm this information. You must orally provide the Operator with your address and telephone number. Once you have successfully provided the Operator with all of the required information, the Operator will route your call to the appropriate PSAP which serves the address you have provided;
- When making a 9-1-1 emergency call, do not hang up until requested to do so, and if you are prematurely disconnected, you must call back. The Operator and PSAP do not have an automatic call back capability;
- The 9-1-1 emergency call may not be handled by the PSAP in the same way as traditional wireline 9-1-1 services; 9-1-1 emergency calls made from locations outside of Canada and the United States cannot be completed by the Operator. The caller will be told to use an alternate service to dial 9-1-1.
- If there is a power outage, such outage will prevent all elements of the Service, including 9-1-1 emergency calling from working; and
- The Service utilizes an Internet connection and the public Internet. As a result, there is a greater possibility of network congestion, other types of service outages and/or reduced speed in the routing of a 9-1-1 emergency call as compared to traditional wireline 9-1-1 emergency calling.
User Obligations In Respect of 9-1-1 Emergency Calls
You agree:
- To inform any persons with access to the Service being provided to you of the 9-1-1 emergency calling limitations set forth in this Agreement; and
- That when installing or moving the location of a VoIP telephone or VoIP telephone adaptor from one address to another, you will always make sure that you record the current address and telephone number in a location easily visible from each telephone connected to the Service so that it can be communicated to the Operator and the PSAP by any potential user of the Service in an emergency.
Indemnity In Respect of 9-1-1 Emergency Calls
Without limiting the indemnification obligations in Frontier Networks Master Services Agreement, you further agree to indemnify and hold NetJOI, its officers, directors, employees, suppliers and agents harmless from any and all third party claims or actions arising out of any misrouted, blocked and/or delayed 9-1-1 emergency calls made using the Service being provided to you.
