Important VoIP Service 911 Information

We want to make sure that you are aware of important differences in the way 911 service operates with your VoIP phone when compared with traditional telephone service. Here’s what you need to keep in mind.

Difference between traditional 911 service and your VoIP phone 911

With traditional phone services, your 911 call is sent directly to the nearest emergency response centre.  With your VoIP phone service, your 911 call is forwarded to a third-party service provider that will automatically or manually route your call to the emergency response centre.

Remember to verify your location

Because a VoIP phone could move between locations and because, for technical reasons, the emergency operator may not have your name, location, or contact information available, you must immediately inform the emergency operator of your location and contact particulars any time you call 911.  Do not risk sending police or ambulance services to the wrong location.

Be prepared during any service interruption

The subscriber understands and acknowledges that the digital Telephone Service, or VoIP phone service, depends not only on your continued subscription (and payment) for the service, but also on Internet connectivity and power to function. In the event of power, network, or Internet outages (including congestion), or if your service is disconnected or suspended due to non-payment, you may experience a failure, disruption or delay in your 911 service.

Do not disconnect

Until you are told to do so by any emergency dispatcher, do not disconnect your 911 call.  If you are inadvertently disconnected, call back immediately.

Keep your service address up-to-date

Mainland Telecom will attempt to provide the emergency operator with your service address, so please ensure that your information on file with us is always accurate and updated.  If you do not do this (for example, if you are unable to speak during a 911 call), the emergency operator may assume that you are calling from the last registered address.

Inform other users

You must notify members of your business or residence and other potential users of your VoIP phone service of the nature and limitations of 911 emergency calls.

911 Service limitations of liability and Fee

Neither Mainland Telecom or any of the respective directors, employees, or agents may be held liable for (i) any claim, damage, or loss (including but not limited to profit loss) or (ii) any damage as a result of service outage, data loss.  The Customer hereby waives any and all such claims or causes of action, arising from or relating to any service outage and/or inability to dial 9-1-1 from the Subscriber phone line to access emergency service personnel unless it is proven that the act or omission proximately causing the claim, damage, or loss constitutes gross negligence, recklessness, or intentional misconduct on the part of Mainland Telecom. Subject to the provisions of this agreement, Mainland Telecom does not provide any warranties of any kind either express or implied, including without limitation the warranties or merchantability and fitness for a particular purpose. The subscriber agrees to defend, indemnify, and hold harmless the Service Provider, and their respective directors, employees, agents, legal representatives and any other service provider that offers services to the Subscriber or to the eService Provider herein in relation with the present agreement or the services provided. From any and all claims, losses, damages, fines, penalties, costs, expenses, legal fees etc…by, or on behalf of the Subscriber, any third party or user of the Subscriber’s service relating to the absence, failure or outage of the service, including 9-1-1 dialing and or inability of the subscriber or any third party or user of the service to be able to dial 9-1-1 or to have access to emergency service personnel, as well as any misroutes of 9-1-1 calls.

Mainland Telecom includes fees for 911 service with your monthly phone charges.