911 Emergency Calling
Critical information about VoIP 911 emergency services for your safety
Critical Safety Information
This page contains vital information about VoIP 911 emergency service limitations that may affect your ability to reach emergency services. Please review carefully and share with all users of your VoIP service.
Understanding VoIP 911 Services in Canada
VoIP (Voice over Internet Protocol) services allow you to make and receive telephone calls over an Internet connection. While VoIP offers many advantages, it creates unique circumstances when used for emergency calling that differ significantly from traditional landline telephone services.
UPDATED 2025 Next Generation 911 (NG911) Transition
Canada is transitioning to Next Generation 911 services. According to the Canadian Radio-television and Telecommunications Commission (CRTC) Telecom Decision CRTC 2025-67 (February 28, 2025), telecommunications providers are required to update their networks for NG911 voice services by March 31, 2027. When fully implemented, NG911 will enhance emergency communications with additional capabilities such as real-time text, video sharing, and improved location accuracy.
Because of the unique nature of VoIP technology, emergency calls to 911 made through your VoIP service will be handled differently than traditional phone service. The following information explains the differences and limitations of 911 emergency calls, and you hereby acknowledge and understand the differences between traditional 911 service and VoIP calls with respect to 911 calls placed to emergency services from your account.
Different Technology
VoIP phones use the internet rather than traditional telephone lines, creating unique challenges for emergency services.
Location Challenges
Emergency services may not automatically receive your physical location when you call 911 using VoIP.
Service Reliability
Power outages, internet disruptions, or service issues can affect your ability to make emergency calls.
911 Limitations
For technical reasons, VoIP 911 emergency calling may be limited or unavailable in certain circumstances, including:
Power Outages
Unlike traditional landlines, VoIP requires electricity to function. During power outages, your service will not work unless you have battery backup for your modem, router, and VoIP adapter.
Internet Disruptions
If your internet connection is down or experiencing quality issues (high latency, packet loss, jitter), your ability to place 911 calls may be affected or completely unavailable.
Equipment Relocation
If you move your VoIP equipment to a location different from your registered address, emergency services may be dispatched to the wrong location, causing critical delays in response time.
Service Suspension
If your VoIP service is suspended for any reason (including non-payment), your ability to make 911 calls through the service will also be suspended.
Alternative Emergency Options
Given these limitations, Tridacom IT Solutions strongly recommends maintaining alternative methods for accessing emergency services:
- Keep a charged mobile phone as backup for emergency calls
- Consider a traditional landline for critical emergency reliability
- If VoIP service is unavailable during an emergency, use a neighbor's phone or find a public phone
- Know the direct phone numbers for local emergency services in your area
Important User Responsibilities
Keep Address Updated
Always maintain accurate location information with Tridacom IT Solutions. Update your address immediately if you relocate your VoIP service.
Inform All Users
Notify all potential users of your VoIP service about these 911 limitations. Post emergency alternatives near all VoIP phones.
Backup Options
Maintain alternative emergency calling options such as a mobile phone or traditional landline for critical situations.
Battery Backup
Install battery backup for your modem, router, and VoIP devices to maintain service during power outages.
Limitation of Liability
Tridacom IT Solutions is not liable for any inability to access emergency services using VoIP services or for any failure in the routing of any 911 emergency calls. This includes situations involving equipment failure, service outages, power outages, or any other technical issue affecting the delivery of 911 emergency calls. By using our VoIP service, you acknowledge these limitations and agree to inform all potential users of these limitations.
Regulatory Compliance
Tridacom IT Solutions complies with all Canadian Radio-television and Telecommunications Commission (CRTC) regulations regarding VoIP 911 services, including:
Basic/Enhanced 911 Service
Providing either Basic or Enhanced 911 service to customers as required by Telecom Decision CRTC 2005-21.
Customer Notification
Providing detailed notification of service limitations with respect to 911 service as required by Telecom Decisions CRTC 2005-21 and 2005-61.
NG911 Implementation In Progress
Preparation for Next Generation 911 (NG911) implementation as outlined in CRTC decision 2017-182 and updated in Telecom Decision CRTC 2025-67, which extended the deadline for telecommunications providers to update their networks for NG911 voice services to March 31, 2027.
For more information about 911 obligations for VoIP service providers in Canada, please visit the CRTC website.
Placing 911 Calls
When making emergency calls using your VoIP service, there are important differences from traditional landline calls:
Location Information
Your VoIP service will attempt to provide your registered address to emergency services, but you must still verbally confirm your exact location to the dispatcher immediately when calling 911.
Stay Connected
Do not disconnect your 911 call until instructed by the dispatcher. If disconnected, call back immediately. They may not have your callback information.
Connection Challenges
VoIP 911 calls may take longer to connect or experience dropped connections compared to traditional 911 calls due to internet connectivity issues.
Your Responsibility
Keep your registered address current with Tridacom IT Solutions. Outdated information can result in emergency services being dispatched to the wrong location.
Text with 911 Service
Text with 911 (T911) is a specialized service for members of the deaf, deafened, hard of hearing, or speech-impaired (DHHSI) community. If you're eligible, you must register for this service with your wireless service provider before use. This service is not available on VoIP services at this time, only on registered mobile devices. Visit textwith911.ca for more information.
911 Emergency Service Summary
Key Differences
- VoIP 911 may not automatically transmit your exact location
- You must verbally provide your location to the dispatcher
- Service is affected by power outages or internet disruptions
- Connection time may be longer than traditional 911 calls
- Requires active internet connection and power to function
Your Responsibilities
- Keep your registered address information current
- Immediately inform dispatchers of your location
- Do not disconnect until instructed to do so
- Inform all users of VoIP 911 limitations
- Maintain backup methods for emergency calling
If VoIP Service Not Working
If your VoIP service is not working during an emergency:
- Use a mobile phone to call 911
- Use a neighbor's phone or find a public phone
- Try texting to 911 if registered for T911 service
- Call your local emergency services directly
NG911 Coming Soon
Canada is transitioning to Next Generation 911 services by March 31, 2027, which will introduce enhanced features like real-time text and improved location accuracy.
Need More Information?
If you have questions about our VoIP 911 services or need additional information about emergency calling options, please contact our customer support team.
Contact Support