Understanding Mobile E9-1-1 Service
Overview
9-1-1 is a 3-digit number that you may dial on your mobile device in the event of an emergency. When you dial 9-1-1 where the service is available, you will be connected to an emergency operator.
Basic 9-1-1 service connects a 9-1-1 call to an emergency operator but does not provide your mobile phone number or location data.
Enhanced 9-1-1 (E9-1-1) service connects a 9-1-1 call to emergency operators with your mobile phone number, the location of the nearest cellphone tower, and approximate location information.
What You Need to know
When you call 9-1-1 from your cellphone:
- Provide your complete mobile phone number, including the area code.
- Give your location and the location of the emergency.
- Stay on the line with the operator. Remember, you aren't billed airtime for 911 calls. If disconnected, leave your phone on so emergency operators can call you back.
- To avoid making accidental emergency calls, don't program 911 into your phone.
- Remember if you are underground or too far from a network antenna, your signal quality may be affected, and you may not be able to connect to the network.
E9-1-1 Service Locations
E9-1-1 service is currently accessible in most Canadian provinces. Newfoundland & Labrador, the Yukon, and the Northwest Territories have not yet launched E9-1-1 service but all offer Basic 9-1-1 service. In Nunavut, where 9-1-1 service is not available, emergency services are contacted using a normal telephone number.
You can find more information here.
E9-1-1
All Eastlink cellphones are equipped for E9-1-1 services. When you dial 9-1-1, your cellphone number and your approximate location based on nearest cellphone tower or GPS coordinates are sent to the emergency operators. However, if you are underground or too far from a network antenna, your signal quality may be affected, so always remember to provide emergency operators with your cellphone number and location when you call 911.
Basic 9-1-1
As Newfoundland & Labrador, Yukon, and Northwest Territories have not yet launched E9-1-1, when you call 9-1-1 while in these provinces and territories, your cellphone number and location will not be sent to the emergency operator. Make sure to provide your cellphone number and location, and the nature of your emergency to the operator so they can respond quickly.
E9-1-1 and Your Device
All cellphones sold by Eastlink are equipped for E9-1-1 services. Eastlink does not guarantee mobile service, including 9-1-1 service will work on your device if it was not purchased from Eastlink, or your device was modified by using a third party to unlock or to change the operating system on your device.
E9-1-1 and VoIP Apps for Android Devices
An issue has been identified that affects some wireless customers using VoIP-based apps like Viber and Skype on many Android OS phones. If you have set one of these apps as the default dialer on your device (i.e. all calls are dialed through the app and not the device) or use these apps to make calls, you may be unable to reach 9-1-1.
When using a VoIP app such as Skype or Viber, always press “Just Once” when prompted for use as the default dialer. If you have selected “always” or think you might have, you can simply change your dialer settings in your Smartphone to ensure your 9-1-1 calls will complete correctly.
Please do not dial 9-1-1 to test your device.
How to change your dialer settings:
To help ensure 9-1-1 calls can be made, it is strongly recommended that you remove the default dialer settings on these apps on an affected device by following these steps:
From your Android device:
- Select Settings (or System Settings) on your phone
- Scroll down to Applications (may be listed as Apps or Application Manager)
- Select the phone dialer application that was set as the default for dialing calls (e.g. Skype or Viber)
- Scroll down to the “Launch by default” section and click on the “Clear defaults” button
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