Core Connections · VoIP Phone Service
Important 9-1-1 Information for VoIP Customers
Calling 9-1-1 from a VoIP phone is not the same as calling from a traditional landline. Please read this before you rely on the service in an emergency, and make sure everyone who uses your phones understands it.
Always state your location when you call 9-1-1
A VoIP phone can be moved, and the 9-1-1 operator may not automatically receive your name, phone number, or address. Tell the operator your exact location and a call-back number immediately, every time, so that help is not sent to the wrong place.
How VoIP 9-1-1 is different
Core Connections provides voice service over the internet (VoIP). On a traditional landline, a 9-1-1 call connects directly to the nearest emergency centre. On VoIP, your call is first sent to a third-party service that routes it, automatically or manually, to the appropriate emergency centre.
The service depends on power and internet
9-1-1 calling requires an active subscription, a working internet connection, and electrical power. During a power, network, or internet outage, during network congestion, or if your service is suspended or disconnected for non-payment, 9-1-1 calling may fail or be delayed. Always keep an alternative way to reach 9-1-1, such as a mobile phone, available.
Keep your registered address current
Your service is registered to the civic address you provided at setup, and that address is what the operator may rely on, especially if you are unable to speak during a call. Keeping it accurate is essential.
How to update your 9-1-1 address
Core Connections manages 9-1-1 address updates for you as part of your service. Before you relocate a phone to a different address, contact Core Connections so we can update your registered 9-1-1 location. Email info@coreconnections.ca with your account and the new civic address. Until the update is confirmed, do not assume 9-1-1 will route to the new location.
Do not hang up
If you call 9-1-1, do not end the call until the operator tells you to. If you are disconnected, call back right away.
Tell everyone who uses the phone
Make sure all staff, family members, and visitors who may use these phones understand how VoIP 9-1-1 works and its limitations. Keep the 9-1-1 warning stickers applied to your handsets, where Core Connections has placed them, clearly visible.
Our limitation of liability for VoIP 9-1-1 service
Core Connections’ liability for VoIP 9-1-1 service is governed by its VoIP Phone System Agreement. The service is provided on an “as is” basis, without warranty of uninterrupted or error-free operation. E911 routes correctly only when the phone is used at the registered civic address; relocated or remote use may misdirect emergency dispatch. During internet or power outages, or while service is suspended, VoIP service including E911 may be unavailable, and the customer is responsible for maintaining an alternative means of reaching emergency services. Core Connections’ aggregate liability is limited as set out in the Agreement, and Core Connections is not liable for indirect, consequential, incidental, or special damages arising from the unavailability or misrouting of 9-1-1 calls. Please review your VoIP Phone System Agreement carefully for the full terms.