Home Phone And 911 Service Limitations

Important

Based on your address and phone number, the 9-1-1 service associated with your Digital Home Phone Service is a Basic 9-1-1 Service.

Basic 9-1-1 service differs from Enhanced 9-1-1 service which is usually offered on most traditional landline services.

If you dial 9-1-1, your call will be routed to a specialized emergency call centre. This centre is different from the Public Safety Answering Point (PSAP) that typically handles emergency calls. You will need to provide the operator with your name, telephone number and address.

9-1-1 Service will NOT be available if your Internet connection is down or your Digital Home Phone service is not available, e.g. in the case of a power failure.

9-1-1 Service may not be available when calling from outside of Canada.

Please refer to the EBOX Terms of Use for full terms and conditions related to 9-1-1 service associated with your Digital Home Phone Service.

By subscribing to an EBOX digital phone service, you agree with the following:

1. I have read and understood the important information regarding 9-1-1 service.
2. The type of 9-1-1 service described above is accurate, and all users of this digital home phone service understand the nature and limitations of the 9-1-1 service provided.
3. If I change the address where this digital home phone service is used, I must notify EBOX immediately. Failure to do so may negatively affect my 9-1-1 service.

User tips concerning EBOX 911 service

Power or Internet Outages

911 service will not work during an electrical power outage, nor will it work if your high-speed Internet service is not functioning. Be sure to use a cell phone in the event of a power or Internet service outage.

When You Call 911

When you call 911, you will need to confirm your name, address, and phone number with the operator. Do not hang up until they tell you to do so. If you hang up or get disconnected, call back immediately.

Calling 911 from abroad

If you dial 911 when you are outside of Canada or the United States, the emergency services operator will advise you to hang up, find a local phone line and dial the appropriate emergency services number (note that it may not be 911).

Keep Your Address Up to Date

Emergency responders will use the address we have on file if you can’t speak during a 911 call. Make sure your address is always correct. You can update it by calling 1-844-323-EBOX (3269).

Possible delays

There may be a delay in connecting your 911 call to areas that don’t use traditional 911 systems.

Tell others about 911 limitations

Make sure everyone who uses your EBOX home phone service knows how 911 service works and its limitations.

Post Your Information Near Your Phone

Keep your address and telephone number information near all phones attached to your EBOX Home Phone Service. This helps everyone quickly provide the right information to the 911 operator in an emergency.