IMPORTANT 9-1-1 INFORMATION
We want to make sure that you are aware of important differences in the way 9-1-1 service operates
with a VoIP phone when compared with traditional telephone service.
Here's what you need to keep in mind:
DIFFERENCES BETWEEN TRADITIONAL 9-1-1 SERVICE AND VOIP PHONE 9-1-1
With traditional phone services, your 9-1-1 call is sent directly to the nearest emergency response
centre. With VoIP phone service, your 9-1-1 call is forwarded to a third-party service provider
that will automatically or manually route your call to the emergency response centre.
REMEMBER TO VERIFY YOUR LOCATION
Because you can move your VoIP phone between locations and because, for technical reasons, the
emergency operator may not have your name, location or contact information available, you must
immediately inform the emergency operator of your location and contact particulars any time you
call 9-1-1. Do not risk sending police or ambulance services to the wrong location.
BE PREPARED DURING ANY SERVICE INTERRUPTION
VoIP phone service depends not only on your continued subscription (and payment) for the service,
but also on Internet connectivity and power to function. In the event of power, network, or Internet
outages (including congestion), or if your service is disconnected or suspended due to non-payment,
you may experience a failure, disruption or delay in your 9-1-1 service. We recommend that you keep
an alternative phone service (such as a cellular telephone) handy to increase the reliability of your
access to emergency services during any service interruption.
DO NOT DISCONNECT
Until you are told to do so by an emergency dispatcher, do not disconnect your 9-1-1 call. If you are
inadvertently disconnected, call back immediately.
KEEP YOUR SERVICE ADDRESS UP TO DATE
Velcom will attempt to provide the emergency operator with your service address, so please ensure that
your information on file with us is always accurate and updated. If you do not do this (for example,
if you are unable to speak during a 9-1-1 call), the emergency operator may assume that you are calling
from the last registered address.
INFORM OTHER USERS
You must notify members of your household and other potential users of your VoIP phone service of the
nature and limitations of 9-1-1 emergency calls. To make this easier, attach the included stickers in
a visible location on your telephone sets.
LIMITATIONS OF LIABILITY
The terms of Velcom’s customer service agreement limit and disclaim liability related to VoIP 9-1-1
service. Those limitations and disclaimers are contained in your service contract for VoIP Services,
so please read these carefully.
IF YOU HAVE QUESTIONS REGARDING YOUR 9-1-1 SERVICE PLEASE
CONTACT OUR OFFICES.