Important Information Concerning 911 services

Description: VoIP services allow you to make and receive calls over internet to and from standard telephone lines. VoIP phone calls, albeit similar to traditional phone calls, come with restrictions and conditions of their own; you acknowledge and accept that differences exist between traditional phone lines and VoIP services, including the absence of traditional 911 emergency services.

911 services: Because of VoIP services’ nature, emergency calls made to 911 will be handled differently from those made from a traditional land line. The following dispositions describe these differences and the limits concerning emergency calls to 911; with this document, you acknowledge and understand the differences mentioned between traditional 911 services and those comprised within the VoIP services.

Making 911 calls: When placing a call to the 911 emergency services, the VoIP service will attempt to route your call, aided by another service provider, to a Public Security Call Centre (PSCC) which corresponds to the address in your subscription file. However, because of VoIP limitations, your 911 call may be routed to a different party than what would be expected of a traditional 911 service. For example, your call might be transferred to a third party specialized in handling emergency calls. This kind of call centre is different from a traditional PSCC that would answer your call; as such, you may have to identify yourself and give out your address as this centre would not have access to this information automatically.

How your coordinates are transmitted: VoIP services will attempt to forward your coordinates as well as your name and phone number featured on your file to the emergency agent at the call centre. However, for technical reasons, the dispatcher handling the call may be unable to access this information. Consequently, when placing a call to emergency services, you must inform the agent of your coordinates (and the location of the emergency, in case of difference). If you are unable to speak, the dispatcher may be unable to locate you.

Information exactitude: You are expected to keep your coordinates up-to-date (including your name, domiciliary address and phone number). If the wrong address is on file, or if your coordinates have changed and you failed to update your file, 911 calls may be routed to the wrong emergency call centre.

Interruptions: Since the handler may not have access to your coordinates, you may not end your 911 call before the dispatcher instructs you to do so. If, for any reason, the call is dropped, make sure to reestablish the connection as soon as possible.

Time required to connect: For technical reasons, including network congestion, it is possible for a 911 call to produce a busy signal. It is also possible that establishing communication would require more time than a traditional 911 service would.

911 calls might not work: For technical reasons, it might be impossible to make VoIP 911 calls or the service might be restricted because of some of (but not limited to) the following reasons: your service or your access device is down or is improperly configured, your VoIP fails to function correctly for any reason including a power outage, an interruption of service, the suspension of your service or disconnection for administrative purposes, network congestion, network problems resulting from a power, network or internet outage; you may have to reboot or reconfigure the access device before using the VoIP and make a 911 call. If you have moved the device without informing Xittel Télécommunication, it might be impossible place a 911 call.

Alternate services: If you are indisposed by the current limitations, Xittel Télécommunications advises you to cancel your subscription to VoIP and seek an alternate solution in order to have access to traditional emergency 911 calls.

Inform other users: You are expected to inform and accept to inform any and every potential user of your VoIP services regarding the limitations of 911 emergency calls conforming to this document.

Rebooting equipment: You will refrain from rebooting your VoIP equipment with its “reset” button. If such were to occur, information comprised within the equipment would be permanently erased and access to the network would be impossible, making VoIP calls impossible, emergency or otherwise. This function should be performed by our support team exclusively. If you are responsible for such an event, you are liable for any fee relating to reconfigure or replace your equipment.