CRITICAL: Please read this information carefully and ensure all users of your VoIP service are aware of these important limitations and differences.
How 9-1-1 Works with Exodus Telecom VoIP Service
When you make a 9-1-1 emergency call using your Exodus Telecom VoIP service, the call will be routed to the appropriate Public Safety Answering Point (PSAP) based on the address registered on your account. However, there are important differences from traditional telephone 9-1-1 service:
Important Limitations You Must Understand
- Address Accuracy is Critical: Your 9-1-1 calls will be routed based on the service address registered with Exodus Telecom. You must ensure this address is accurate and up-to-date at all times. If you move your VoIP equipment to a different location, you must update your registered address immediately.
- Power Outages: Unlike traditional phone service, VoIP service requires electrical power and an active internet connection. During a power outage or internet service disruption, you will not be able to make 9-1-1 calls using your VoIP service.
- Internet Connectivity Required: Your VoIP service requires a functioning broadband internet connection. If your internet service is interrupted or degraded, your ability to make 9-1-1 calls may be affected.
- Location Information: When you dial 9-1-1, you may be required to provide your name, address, and telephone number to the emergency operator. Be prepared to state your location clearly, as automatic location information may not always be available or accurate.
- Call Routing: Your 9-1-1 call may be routed through a third-party emergency call center rather than directly to your local PSAP. This may result in delays compared to traditional 9-1-1 service.
- Portable Service: If you use your VoIP service at a location different from your registered service address, emergency responders will be dispatched to your registered address, not your actual location.
Your Responsibilities
- Keep your registered service address current and accurate at all times
- Inform all users of your VoIP service (family members, employees, visitors) about these 9-1-1 limitations
- Be prepared to provide your exact location when calling 9-1-1
- Consider maintaining an alternative means of communication (such as a mobile phone) for emergency situations
- Test your VoIP service regularly to ensure it is functioning properly
- Maintain backup power solutions if uninterrupted 9-1-1 access is critical for your needs
How to Update Your Registered Address
You can update your registered service address for 9-1-1 purposes by:
- Logging into your Exodus Telecom customer portal online at your dashboard
- Contacting our customer service team
- Email: support@exodustelecom.com
- Phone: Please contact support
Important: Address updates should be made at least one business day before moving your VoIP equipment to ensure proper 9-1-1 routing.
Enhanced 9-1-1 (E9-1-1) Service
Exodus Telecom provides Enhanced 9-1-1 service where available. E9-1-1 attempts to automatically provide your registered telephone number and address to the emergency operator. However, you should always be prepared to verbally confirm your location in case automatic information is unavailable or incorrect.
Service Areas Without 9-1-1
In some areas of Canada, traditional 9-1-1 service may not be available (such as certain regions of Nunavut). In these areas, you must contact emergency services using local emergency telephone numbers. Please verify the emergency contact numbers for your specific location.
Acknowledgment Required
By using Exodus Telecom's VoIP service, you acknowledge that:
- You have read and understood the limitations of VoIP 9-1-1 service
- You understand that VoIP 9-1-1 service is different from traditional telephone 9-1-1 service
- You are responsible for maintaining accurate service address information
- You will inform all users of your VoIP service about these limitations
- You understand the risks associated with relying on VoIP service for emergency calls
Regulatory Information
Exodus Telecom is committed to compliance with all Canadian Radio-television and Telecommunications Commission (CRTC) regulations regarding VoIP 9-1-1 service, including:
- Telecom Decision CRTC 2005-21 - Emergency service obligations for local VoIP service providers
- Telecom Decision CRTC 2005-61 - Customer notification requirements
- Telecom Decision CRTC 2007-44 - Emergency service routing obligations
- Telecom Decision CRTC 2010-387 - Enhanced 9-1-1 service requirements
For more information about CRTC regulations regarding VoIP 9-1-1 service, visit: CRTC VoIP 9-1-1 Information