As a FiberConX VoIP Service subscriber, you need to be aware of important differences in the way 9-1-1 service operates via VoIP compared with traditional telephone service.
Differences between traditional 9-1-1 services and VoIP Enhanced 9-1-1
With traditional phone services, your 9-1-1 call is sent directly to the nearest emergency response
centre. With VoIP Enhanced 9-1-1 service, your 9-1-1 call is sent to a third-party service provider that
will automatically or manually send your call to the nearest emergency response centre.
You must verify your location to the 9-1-1 Operator
Due to any number of reasons, the 9-1-1 Operator may not have your name, location or contact
information available when you call 9-1-1. Therefore, you must immediately inform the 9-1-1 Operator
of your current location any time you call 9-1-1.
Have backup plans during service outages
Your VoIP phone service depends Internet access and electrical power to function. In the event of a
power or Internet outage, or if your service has been disconnected or suspended, you may experience
a failure, disruption or delay in your 9-1-1 service.
Do NOT hang-up on the 9-1-1 Operator
Unless you are told by the 9-1-1 Operator to end the call, DO NOT HANG-UP. If you are accidentally
disconnected, call back immediately and let the 9-1-1 Operator know.
Let FiberConX know immediately if your address changes
We will attempt to provide the 9-1-1 Operator with your correct address by adding it to a 9-1-1
Emergency service database, so please ensure that your information on file with us is always
up-to-date. If you do not do this, the emergency operator may assume that you are calling from the last
registered address. Remember, it’s your responsibility to advise if your address has changed.
You must inform other users
You must notify all potential users of your VoIP phone service of the nature and limitations of 9-1-1
Limitations of Liability
Our terms & conditions limit liability related to VoIP 9-1-1 service, so please read these carefully.