911 service

Important information about 911 service

Although it offers the aspect of a classic telephone service in addition to adding several advantages, the VoIP telephony of ID LOGIC Telecom differs from it by its mobility which allows any subscriber to carry his telephone device or to use a softphone to call via a wired or wireless internet connection, wherever he is on the planet.

These and other important factors have impacts on 9-1-1 service and your emergency calls that you should consider.

We want to make sure that you are aware of the important differences between the operation of VoIP 9-1-1 service and traditional 9-1-1 service. Here’s what you need to know.

VoIP service allows you to make or receive phone calls over the Internet to or from the public switched telephone network. VoIP phone calls, while similar in appearance to traditional phone calls, come with their own limitations and conditions. You acknowledge and agree that differences exist between traditional telephone service and VoIP telephone service, including the absence of traditional 9-1-1 emergency service.

The following provisions describe the differences and limitations relating to 9-1-1 emergency calls, and you hereby acknowledge and understand the differences set forth below between traditional 9-1-1 service and VoIP 9-1-1 service with respect to 9-1-1 calls made using your VoIP line.

When you make a 9-1-1 emergency call, the VoIP service will attempt to automatically route your 9-1-1 call, through a third party 911 service provider, to the Public Safety Answering Point (PSAP) that corresponds to the address on your subscription record for the outgoing number used.

However, due to the limitations of VoIP phone services, your 9-1-1 call may be routed to a different location than where your call would be routed by traditional 9-1-1 service.

For example, your call may be transferred to a third party who specializes in handling emergency calls. This call center is different from a traditional 9-1-1 call where your contact information is automatically displayed.

Therefore, you may need to provide your name, address and telephone number to the call center operator.

TRANSMITTING YOUR CONTACT INFORMATION The VoIP service will attempt to automatically provide your contact information to the PSAC dispatcher or emergency service operator, along with the name, address and telephone number on your subscription record. However, for technical reasons, the receiving dispatcher may not be able to record your name, telephone number and location address, so when you make a 9-1-1 emergency call, you must immediately provide the dispatcher with your location address (or the location of the emergency, if different). If you are unable to speak, the dispatcher may not be able to determine your location if the contact information in your subscription record is not current.ACCURACY OF INFORMATION You are required to provide and update your contact information (including your name, home address and telephone number). If you do not provide your correct address, or if your contact information has recently changed or has not been updated, 9-1-1 calls may be routed to the wrong emergency call center. REAL-TIME ADDRESS CHANGES ID LOGIC Télécom transmits in real time to its specialized call center, the 9-1-1 address additions or changes that are made in your file via its Web portal. Make sure that your information is always accurate and up to date. ID LOGIC Telecom was one of the first mobile phone service providers to have deployed the address self-management services required by the CRTC to its customers. INTERRUPTIONS Since the dispatcher may not have your number and contact information, you should not interrupt your 9-1-1 emergency call until the dispatcher allows you to do so. If you inadvertently lose the call, call back immediately.CALL SETUP TIME For technical reasons, including network congestion, a 9-1-1 emergency call may produce a busy signal, or the call setup time may be longer than a traditional 9-1-1 emergency call.


For technical reasons, it may not be possible to make 9-1-1 VoIP emergency calls, or service may be restricted, in the following situations, but not limited to:

  • A failure of the service or your service access device;

  • If your System Access Device ceases to function or is not properly configured, or if your VoIP service does not function properly for any reason, including power failure, VoIP service interruption, service suspension or disconnection due to billing issues, network or internet congestion, or network or internet failure due to power, network or internet failure ;

  • You may need to reboot or reconfigure the system access device before you can use VoIP service, including 9-1-1 emergency calls;

  • Change of location – if you install your system access device in a location other than the one indicated in your subscription details or in your subscription file with ID LOGIC.

We recommend that you have an alternate telephone service (such as a cell phone) on hand to increase the reliability of your access to emergency service in the event of a service interruption. INFORMING OTHER USERS You are required to inform, and you agree to inform, any user or potential user of your VoIP Service of the nature and limitations of 9-1-1 emergency calls made using the VoIP Service as provided herein. ALTERNATIVE SERVICES If you are not comfortable with the limitations of 9-1-1 emergency calls, ID LOGIC Telecom recommends that you cancel your VoIP service subscription or consider an alternative solution to access the traditional 9-1-1 emergency service. LIMITATION OF LIABILITY In accordance with its “Terms and Conditions”, ID LOGIC Telecom disclaims any liability related to its 9-1-1 service. It is therefore important that our subscribers carefully read, understand and apply the following.


  • Make sure you understand the limitations of the 9-1-1 service and make them known to all potential users of your telephone services.

  • Be prepared to give your address and callback number to the 9-1-1 operator. Indeed, the operator may not have this information in hand.

  • Don’t forget to affix the warning stickers provided by ID LOGIC Télécom in a visible place on your telephone sets.

  • 9-1-1 service will not be available during a power outage or Internet service failure. Therefore, it is recommended to prepare for such circumstances by installing a backup power source such as an uninterruptible power supply (UPS) or an alternative telephone device such as a cell phone.

  • Make sure you always provide ID LOGIC Telecom with your most recent contact information so that if you are unable to speak during a 9-1-1 call, for example, the emergency operator will not send help to a previous address that you have not updated in your ID LOGIC Telecom file.

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