911 Dialing

Because Your Safety Is Important

Vonage offers a form of 9-1-1 service (9-1-1 Dialing) that is similar to traditional 9-1-1 (911) service but has some important differences and limitations when compared with enhanced 9-1-1 service (E911) available in most locations in conjunction with traditional telephone service. With both traditional 9-1-1 and E911 service, your call is sent directly to the nearest emergency response centre. In addition, with E911 service, your call back number and address are visible to the emergency response centre call-taker. With Vonage's 9-1-1 service, your call is sent to a national emergency call centre. The call centre operator will confirm your location information and then transfer your 9-1-1 call to the emergency response centre nearest your location. You should be prepared to confirm your address and call-back number with the operator. If you use a WiFi, Vonage V-Phone or SoftPhone, your 9-1-1 calls will be routed to the national emergency response centre; however, emergency personnel do not receive your phone number or physical location information. Do not hang up unless told directly to do so and if disconnected, you should dial 9-1-1 again.

Your 9-1-1 Dialing service is activated when you subscribe to Vonage service. You should ensure your location information that you provided when you registered with Vonage is kept current at all times. In case you are not able to speak during the 911 call, the call taker will dispatch emergency response vehicles to your last registered address. Remember that you must update your 9-1-1 Dialing information if you move your device to a different location, travel in Canada with your adapter, and/or if you add a new line to your account. Regardless of what address you register for a WiFi, Vonage V-Phone or SoftPhone, the national emergency response centre does not receive your phone number or physical location information when you place a 9-1-1 call. You can update your 9-1-1 Dialing address information from your web account.

Remember that the 9-1-1 Dialing service will not function in the event of a power or broadband outage or if your broadband, ISP or Vonage service is suspended or terminated.

You should inform any household residents, guests and other persons who may be present at the physical location where you utilize the Vonage service, of the important differences in and limitations of VoIP 9-1-1 Dialing service as compared with E911 service, as set out above.

Traveling with 911

Unlike traditional phone lines, you can use Vonage anywhere. Vonage service is portable to any location with broadband Internet access. Since Vonage uses the address you provide to determine the nearest emergency response centre, when you move or travel with your phone adapter within Canada, you must update your new location. Regardless of what address you register for a WiFi, Vonage V-Phone or SoftPhone, the national emergency response centre does not receive your phone number or physical location information when you place a 9-1-1 call. It's free and easy - just log into the features section of your web account and follow the instructions. You will receive an email confirming your service is activated for 9-1-1 dialing. Customers traveling outside of Canada will not be able to update 911 Dialing.

Please note that it can take several hours before your new settings take effect. Remember, when you add a line, change your number or cancel your number portability request, you will need to activate 911 Dialing again.