911 Service Address Update
Uphone 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 9-1-1 call), the emergency operator may assume that you are calling from the last registered address.
Inform other users
You must notify members of your household or business and other potential users of your VoIP phone service of the nature and limitations of 9-1-1 emergency calls. To make this easier, print off the sticker template and adhere to your phones.
Address change
Any change of address, whether short term or long term, please contact Uphone at
Customer Notification Text
Download Uphone-911-Notification
IMPORTANT 9-1-1 INFORMATION
We at Uphone would like to make sure that you are aware of important differences in the way 9-1-1 service operates with a VoIP phone when compared with traditional telephone service. Here’s what you need to keep in mind:
Differences between traditional 9-1-1 service and VoIP phone 9-1-1
With traditional phone services, your 9-1-1 call is sent directly to the nearest emergency response centre. With VoIP phone service, your 9-1-1 call is forwarded to a third-party service provider that will automatically or manually route your call to the emergency response centre.
Remember to provide your location
Because you can move your VoIP phone 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 9-1-1. Do not risk sending police or ambulance services to the wrong location.
Be prepared during any service interruption
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 9-1-1 service. We recommend that you keep an alternative phone service (such as a cellular telephone) handy to increase the reliability of your access to emergency services during any service interruption.
Do not disconnect
Until you are told to do so by an emergency dispatcher, do not disconnect your 9-1-1 call. If you are inadvertently disconnected, call back immediately.
911 Service Limitations
You acknowledge and understand that the Service is not a telephone service. The Service connects to the Internet, and not a telephone line. There are IMPORTANT DIFFERENCES between telephone service and the Service offering provided by Uphone as set out in these Terms and Conditions.
911 LIMITATIONS: 911 service associated with Digital Phone HAS CERTAIN LIMITATIONS COMPARED WITH TRADITIONAL 911, WHICH ARE SET OUT BELOW: The type of 911 service available to You depends on where and how You use Your phone. There are two types of 911 service:
- E911 Service You will have E911 service if your Digital telephone number corresponds to your address and municipality where you permanently use your Digital Phone Service and E911 is available in your serving area. If You dial 911, Your call is automatically routed to the Public Safety Answering Point (PSAP) corresponding to Your address and the emergency operator will have Your telephone and address information. You may be required to verify Your name, telephone number and address with the emergency operator.
- Basic 911 Service Basic 911 Service is provided in the following two situations.
- You will have Basic 911 Service if your Digital telephone number does not correspond to your address and municipality where you permanently use your Digital Phone service or if you live in a serving area in which E911 from Uphone is not available. If You dial 911, You will be automatically routed to a specialized call centre that handles emergency calls. The call centre is different from the Public Safety Answering Point (PSAP) that would answer a traditional emergency call. You will be required to provide Your name, telephone number and address to the call centre operator. OR
- You will have Basic 911 Service if You intend on using Your Digital Phone Service from multiple locations. You have access to 911 service, but because You may be out of the coverage area of Your Public Safety Access Point (PSAP), whenever You dial 911, You will be automatically routed to a specialized call centre that handles emergency calls. The call centre is different from the Public Safety Answering Point (PSAP) that would answer a traditional emergency call. You will be required to provide Your name, telephone number and address to the call centre operator.
- Disconnections. You must not disconnect a 9-1-1 call until told to do so by the call centre operator, as the operator may not have your number or contact information. If you are inadvertently disconnected, you must call back immediately.
- 911 Service Fee A monthly fee of $0.75 per number will be applied.
- Cancel Service. If you cancel your Digital Phone service, or, if Uphone terminates your Digital phone service for any reason, you will no longer have access to 911 Emergency Dialing Services.
- Service Outages – 911 calls may not function. You acknowledge and understand that Uphone’s Digital Phone Service including 9-1-1 service may not function in various circumstances, including but not limited to:
- Your service access equipment fails or is not configured correctly, or does not meet Uphone’s requirement;
- During service outages or network congestion of your internet service provider or for any reason whatsoever;
- In the event of a power failure. If there is an interruption in the power supply, the Digital Phone Service, including 911 Service will not function until power is restored. A power failure or disruption may require you to re-set or reconfigure the system access equipment prior to using the Digital Phone service.
- Suspension or disconnection of service due to billing issues.
- Correctness of Information. You are responsible for providing, maintaining, and updating correct contact information (including name, residential address and telephone number) with Uphone. You acknowledge and understand if you do not correctly identify the actual location where you are located, or if your account information has recently changed or has otherwise not been updated, 911 calls may be misdirected to an incorrect emergency response site.
- Network Congestion. Reduced Speed for Routing or Answering 911 Dialing Calls. There may be a greater possibility of network congestion and/or reduced speed in the routing of a 911 call made utilizing the Service as compared to traditional 911 Dialing over traditional public telephone networks.
- Disclaimer of Liability and Indemnification. You acknowledge and agree that Uphone, its affiliates, directors, employees, agents and underlying carriers, will not be liable for any injury, death or damage to persons or property, arising directly or indirectly out of, or relating to the 9-1-1 service and you agree to indemnify and hold harmless Uphone (and their respective directors, officers, employees, agents and underlying carriers) for any liabilities, claims, damages, losses and expenses, (including reasonable legal fees and expenses) which you may suffer or incur, arising directly or indirectly out of or relating to your failure to obtain the service including and not limited to access to 9-1-1 services.
- Conveying Limitations to other household residents and guests. You acknowledge and agree to advise all household residents, guests and other persons who may be present at the physical location where you utilize the service of the important differences and limitations of the Digital 9-1-1 dialing service as compared with the traditional 9-1-1 and E9-1-1 dialing service as set out above.
- Move or Traveling. Your VoIP phone service is portable to any location with hi-speed Internet access. You must update your new location with us when you move or travel with your VoIP phone within Canada or USA. Simply visit www.uphone.ca to update your permanent or temporary address.
- Operator Services Currently Not Available. Uphone does not currently offer Operator Service.
- No Directory Listing. Uphone does not automatically provide directory listings. Directory listings may be available in select serving area and by request only.
- Service Incompatibility
- Non-Voice Equipment Limitations. You acknowledge that VoIP phone service may not be compatible with all non-voice communications equipment, including but not limited to home security systems, TTY, medical monitoring equipment, TIVO, satellite television systems, PBX, Centrex, other private telephone networks, and dial-up modems. You waive any claim against Uphone for interference with or disruption of these services and equipment, as well as any claim that Uphone is responsible for any disruption to your business, if applicable.
- Certain Broadband, Cable Modem, and Other Services. There may be other services with which our service may be incompatible. Some providers of broadband service may provide modems that prevent the transmission of communications using the service. Uphone does not warrant that the services will be compatible with all broadband services and expressly disclaim any express or implied warranties regarding the compatibility of the service with any particular broadband service.
- Fax Machines: The VoIP service can work with most fax machines, however due to various machine configurations, internet connectivity and bandwidth fluctuations, faxing using your fax machine and your VoIP service is provided on a best-efforts basis and Uphone assumes no liability whatsoever and provides no guarantee that faxing will work.
- Alternate 911 arrangements. If you are not comfortable with the limitations of the 911 or E911 dialing service, you should consider having an alternate means of accessing traditional 911 or E911 dialing services or terminating the service.