Cogeco Mobile and 9-1-1: What you need to know

At Cogeco, your safety is our top priority. Here's how 9-1-1 service works with your Cogeco Mobile phone:

• You can always reach 9-1-1:

  • Your Cogeco Mobile phone is equipped to connect you to emergency services by dialing 9-1-1. This service is available to all Cogeco Mobile customers.
• What to do in an emergency:

  • Dial 9-1-1.
  • Stay calm and speak clearly.
  • Provide your location and the nature of your emergency.
  • Follow the operator's instructions.
  • Do not hang up until the operator tells you to.
• Enhanced 9-1-1 (E9-1-1): Helping emergency responders find you faster:

  • E9-1-1 service connects a 9-1-1 call to an emergency call centre and automatically provides the 9-1-1 operator with the phone number and address or approximate location of the caller using technology on the handset and the mobile network.
  • E9-1-1 aims to automatically share your approximate location with emergency operators.
  • All phones approved for use on Cogeco’s network are equipped for E9-1-1 services, however, location accuracy can vary depending on factors such as:

    • GPS signal strength;
    • Building density; and
    • Whether you are indoors or outdoors.
  • Therefore, even with E9-1-1, always be prepared to tell the 9-1-1 operator your exact location.
• Number portability and 9-1-1:

  • If you've transferred your existing phone number to Cogeco, rest assured that your 9-1-1 service will continue to work. We ensure seamless 9-1-1 access during number transfers.
• Text with 9-1-1 (T9-1-1)

  • T9-1-1 is a service available to people who are Deaf, Deafened, Hard-of-Hearing or Speech-Impaired at no additional charge. Registering with the service allows you to communicate with emergency service operators using text messages after you dial 9-1-1.
  • You must dial 9-1-1 first and leave the call open at all times. The Public Safety Answering Point will be notified, see that you’re registered for T9-1-1, and will send you a text message so you can communicate.
  • Anyone not registered should continue to dial 9-1-1 in emergencies as it remains the only way for you to receive help.
  • You must be using an authorized Cogeco device, SIM card and a device which can make a voice call and text message at the same time for this service to work.
  • T9-1-1 is only available in areas where the 9-1-1 Public Safety Answering Points have stated they are able to support the service. Click here for a current list of towns and provinces where T9-1-1 service is available.
  • Click here to register for T9-1-1, and click here for more information on the service.
• Costs

  • Access to 9-1-1 emergency service is included in all Cogeco Mobile rate plans, however, there is an additional tax (fee) collected in certain provinces for the benefit of local 9-1-1 access. The amount of the fee is regulated in each province and the funds collected are used to facilitate local 9-1-1 services. This fee will be itemized in your service agreement. Please refer to the table below for specific tax amounts, varying by province of residence, and subject to change:   Province                                                                              Fee

      Alberta                                         $0.95
      New Brunswick                                   $0.97
      Newfoundland and Labrador                       $0.75
      Nova Scotia                                     $0.43
      Northwest Territories                           $3.00
      Prince Edward Island                            $0.70
      Quebec                                          $0.55
      Saskatchewan                                    $2.17

• Important reminders:

  • Location accuracy: While we strive for accuracy but always be ready to provide your location.
  • Indoor vs. Outdoor: Location services generally work better outdoors.
  • Text with 9-1-1 (T9-1-1): If you are a person with a hearing or speech disability, please consult the Cogeco accessibility services, to be sure that this service is offered in your region.
  • Keep your phone charged: A charged phone is essential for reaching 9-1-1 in an emergency.
  • Know your location: Being aware of your surroundings can help you provide accurate location information.
• 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.
  • 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 consulting the user manual for your device.
• Cogeco's commitment:

  • We are committed to providing reliable 9-1-1 service and complying with all Canadian Radio-television and Telecommunications Commission (CRTC) regulations.
  • We will continue to improve our 9-1-1 service as technology evolves.

We hope this information helps you understand how 9-1-1 works with your Cogeco Mobile phone. Your safety is our priority, for more information about 9-1-1 services in Canada please visit https://crtc.gc.ca/eng/phone/911/can.htm.