911 Emergency Service Limitations

The following terms apply to Basic 911 service.
1) DIFFERENCES WITH ENHANCED 911 OR NEXT GENERATION 911 SERVICE. Enhanced or Next-Generation 911 service connects a 911 call to an emergency call center and automatically provides the operator with the caller's telephone number and address. Basic 911 service connects a 911 call to an emergency call center. Unlike Enhanced or Next-Generation 911 service, Basic 911 service does not automatically transmit your address; you must verbally provide your address, and the operator will then route your call to the appropriate emergency center in the caller's region. Cogeco's Managed Telephony, SIP Trunking, and PRI Access services give you access to Basic 911 service.

2) DO NOT INTERRUPT THE CALL. Never end your 911 call unless instructed otherwise by the operator. If the communication is interrupted, call back immediately.

3) KEEP THE ADDRESS IN YOUR ACCOUNT UP TO DATE. If the caller is unable to provide the address from which the call originated (for example, if you are unable to speak during a 911 call), the operator will automatically send emergency services to the last service address on your account. Please contact Cogeco to update your address and ensure that the address corresponding to each number associated with your account is accurate at all times. If your address is not up to date, emergency services could be sent to the wrong location, which could delay assistance.

4) BE PREPARED FOR ANY SERVICE INTERRUPTION OR OUTAGE. Your Cogeco Managed Telephony, SIP Trunking, and PRI Access services rely on your Internet connection and the electrical grid. In the event of a power outage, network outage, or Internet outage, or if your service is interrupted or suspended due to non-payment, access to 911 service could be limited. We recommend having an alternative telephone service (such as a mobile phone) on hand to ensure access to emergency services in the event of a service interruption.

5) INFORM OTHER USERS. You are obligated to inform all users, including potential end-users, of your IP telephone service, of the nature and limitations of Basic 911 service and place the warning stickers provided to you in a visible location on your telephone devices.

6) LIMITATION OF LIABILITY. Consult the general terms and conditions for liability related to Basic 911 service at https://www.cogeco.ca/en/terms-and-conditions (choose General Terms and Conditions – Business Services).
You agree not to hold Cogeco and its suppliers responsible for problems related to 911 calls being directed to the wrong address..
You acknowledge that the operator cannot route 911 calls originating from an address outside Canada  to an emergency call center in the country where they are located. Cogeco recommends that Customers located outside their local calling area use a mobile phone service to call 911.