Important information about the 911 service

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


These and other important factors impact the 9-1-1 service and your emergency calls that you need to consider.


We want to make sure you know the significant differences between how VoIP 9-1-1 service works and how traditional 9-1-1 service works. Here is what you need to know


VoIP service allows you to make or receive telephone calls over the internet to or from the public switched telephone network. While VoIP phone calls appear similar to traditional phone calls, they have 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 that appear 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 telephone 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 that specializes in handling emergency calls. This call center is different from the PSAP that would answer a traditional 9-1-1 call, where your contact information is automatically displayed.


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



The VoIP service will attempt to automatically provide your contact information to the PSAP dispatcher or emergency service operator, along with the name, address and phone number on your subscription record. However, for technical reasons, the receiving dispatcher may not be able to record your name, phone number and location.

Therefore, when you make a 9-1-1 emergency call, you must immediately provide the dispatcher with your location (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.


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.



ID LOGIC Telecom 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 your information is always accurate and up to date.

ID LOGIC Telecom was among the first mobile telephone service providers to deploy the address self-management services required by the CRTC.



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 accidentally lose the call, call back immediately.


For technical reasons, including network congestion, a 911 emergency call may produce a busy signal or take longer to establish than a traditional 911 emergency call.


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

  • Failure of the service or your service access device;

  • If your system access device stops working or is not configured correctly, or if your VoIP service is not working 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 outage due to power, network or internet outage;

  • You may need to reboot or reconfigure the system access device before you can use the 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 information or record 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.



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.



If you are uncomfortable with the limitations of 9-1-1 emergency calls, ID LOGIC Telecom recommends that you cancel your subscription to the VoIP service or consider an alternative solution to access the traditional 9-1-1 emergency service.


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 put into practice the following.



  • Make sure that you understand the limitations of the 9-1-1 service and that you 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. The operator may not have this information on hand.

  • Do not forget to affix the warning stickers provided by ID LOGIC Telecom in a visible place on your telephone devices.

  • The 9-1-1 service will not be available during a power failure or an 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 to always provide ID LOGIC Telecom with your most recent contact information so that in the case where you are unable to speak during a 9-1-1 call, for example, the emergency service operator will not send help to a previous address that you have not updated in your ID LOGIC Telecom file.