The Fine Print

Important information about your emergency E911 service

Please Read and Retain for Your Records.

Your Home Phone comes with an emergency 9-1-1 service that is similar to the traditional 9-1-1 service of a land line, however because it connects to the internet and not the telephone line, there are some important differences and limitations to be aware of that impacts the emergency service.

IMPORTANT: Remember that the E911 emergency service will not function in the event of a power or broadband outage or if your broadband, ISP service is suspended or terminated.

9-1-1 Service

If you dial 9-1-1, then you will be automatically routed to a specialized call centre that handles emergency calls. This call centre is different from the Public Safety Answering Point (PSAP) that would answer a traditional emergency call. In addition, with E911 service, your call back number and address are visible to the emergency response centre call-taker.

The call centre operator will confirm your location information and call back number and then transfer your 9-1-1 call to the emergency response centre that is nearest to your location. Do not hang up unless told directly to do so and if disconnected, you should dial 9-1-1 again. If you are not able to speak during the 911 call, the operator will dispatch emergency response vehicles to your last registered address.

If you are using your Home Phone service at a different location in Canada, the 9-1-1 service will still work, although you will need to communicate to the operator what location you are placing the 9-1-1 call from so that the emergency response vehicles can be dispatched to that address.

9-1-1 access limitations

  • If your Internet connection is down or your Home Phone service is not available, e.g. in the case of a power failure, then the 9-1-1 Service will NOT be available.
  • The Emergency 9-1-1 Service may not be available if you are calling from outside Canada.
  • Upon any move to a new address, or change of use of your Netflash Home Phone service, immediately advise us by Email by telephone at 1-877-638-3527 or your access to 9-1-1 Service will not work.

Please note these important tips

  1. Make sure that you understand any 9-1-1 limitations of your Home Phone service. Also ensure that other users of the service such as family members and guests are also aware of these limitations.
  2. Be prepared to confirm your location and call-back number with the operator who answers the 9-1-1 call since the operator may not have this information.
  3. During the 9-1-1 call, be sure not to not hang up until told to do so, and call back if you get disconnected.
  4. 9-1-1 Service will not be available during a power outage or during an Internet outage. Therefore, it is always a good idea to have a backup power supply, such as UPS for such circumstances.

Make sure that your location information is always current in our records since the emergency operator will assume that you are at the last registered address if you are unable to speak during a 9-1-1 call.