9-1-1 SERVICE

What is 9-1-1 service?

9-1-1 service provides a three-digit code that you may dial from your mobile device during an emergency to reach an emergency operator and access emergency services. Not all municipalities provide 9-1-1 service so it is possible that you may be in an area where 9-1-1 service will not work.

In areas where 9-1-1 service is available, it can be provided in one of the following forms:

  1. Basic 9-1-1 (B9-1-1)
  2. Enhanced 9-1-1 (E9-1-1)

E9-1-1 service is the most common form, but there are areas of Canada where only B9-1-1 service is provided. The differences are explained in the sections below:

TIPS to remember when calling 9-1-1
  1. Always provide your name, mobile number (including area code) and location to the operator.
  2. Stay on the line with the operator as long as required. Calls made to 9-1-1 will not be counted towards the minutes in your rate plan.
  3. Do not hang up until the emergency operator tells you to do so.
  4. Leave your mobile device turned on after hanging up in case the operator needs to call you back.
  5. Stay on the line with the operator if you experience a few seconds of intermittent audio at the beginning of your call. Do not hang up and call back. This is a normal operation and may occur while the network is processing your location information.
  6. Do not program 9-1-1 into your speed dial or contacts. This will increase the likelihood of accidental calls.
Availability of 9-1-1

Calls made to 9-1-1 (like all calls from a mobile device) are affected by the signal strength in your location. For example, your call to 9-1-1 may be affected if the call is placed from a covered or underground location. 9-1-1 service will not work during network outages, including during planned hardware or software upgrades.

In addition, 9-1-1 services are not available in some areas such as the Northwest Territories and Nunavut.

• Provincial Basic 9-1-1 service is provided in most PC mobile coverage areas in Newfoundland and Labrador and the Yukon.

• E9-1-1 service is available in most PC mobile coverage areas only if the local emergency operators that are handling your 9-1-1 call are equipped to receive your GPS / location information. E9-1-1 service is available in most PC mobile coverage areas including:

                    ◦ British Columbia
                    ◦ Alberta
                    ◦ Saskatchewan
                    ◦ Manitoba
                    ◦ Ontario
                    ◦ Quebec
                    ◦ New Brunswick
                    ◦ Prince Edward Island
                    ◦ Nova Scotia

If you are unsure of the availability of B9-1-1 or E9-1-1 services in your area, please contact your local police or fire department or the municipal or provincial emergency service authorities. Do not dial 9-1-1 for this information.

Limitations of your wireless service

Your wireless service, including 9-1-1, may not be available due to environmental or topographical conditions that could affect cellular signal strength or coverage. For example, your call to 9-1-1 may be affected if the call is placed from a covered or underground location.

PC mobile does not guarantee your wireless service, including 9-1-1 service, will work on devices:

                    a) not purchased directly from PC mobile (i.e. Prepaid Cell Phones Express display or The Mobile
                    Shop location), or

                    b) modified in a way which PC mobile has not authorized (including, via manufacturer or third party
                    software updates, third party device unlocking services or device tampering).

What is Basic 9-1-1 (B9-1-1) service?

If you dial 9-1-1 from your mobile device in an area where B9-1-1 service is provided, your call does not provide your location information to the typical emergency response centre for that area.

In some areas, your call may not automatically be sent to the typical emergency response centre for that area and may first be answered by a third-party operator.

You must be ready to provide your location information to the operator who will then route the emergency call to the appropriate emergency centre based on the information you provide.

You may then need to repeat your location since it is not automatically obtained or sent to the 9-1-1 agencies.

What is Enhanced 911 (E9-1-1) Service?

E9-1-1 provides emergency operators with your mobile number (including area code) and your approximate location information, as determined by the nearest cellular tower handling the 9-1-1 call.

If you dial 9-1-1 from your mobile device in an area where E9-1-1 service is available, your call will be sent automatically to the appropriate emergency response centre for your region.

Always provide your name, mobile number (including area code) and location to the operator.

What is Text with 9-1-1 (T9-1-1) Service?

Text with 9-1-1 (T9-1-1) is a free-of-charge service that allows Deaf, Hard of Hearing or Speech impaired users to communicate with a 9-1-1 call centre in the form of text messaging, also known as Short Message Service (SMS).

T9-1-1 provides the 9-1-1 caller’s mobile number (including area code) and approximate location information to the emergency operator.

T9-1-1 is not available in B9-1-1 areas and is not compatible with Wi-Fi calling.

Register for T911:

To Register for T911, fill out the T911 Registration Form.

How to use the T9-1-1 Service:

  • In an emergency, dial 911 on your cell phone to access the 911 center in your area. They will receive an indicator that tells them to communicate with you via text messaging.
  • Monitor the cell phone display to ensure that the call is connected. Shortly after the call is connected, you should receive an initial text message from a 9-1-1 Call Centre. If you do not receive the initial text message within two minutes, you may end the voice call and redial 911.
  • The number you will see on your cell phone will have 13 digits and will begin with 555911. This will identify the call centre you are texting with.
  • Once the initial text message is received, you should reply to this text message and provide the 9-1-1 Call Taker with the information that they are requesting, such as the nature of the emergency and your location. Keep your text messages brief and concise.
  • You should keep the 9-1-1 voice call connected during the entire text messaging session if possible. This will permit the 9-1-1 Call Taker to hear any background noises that can be helpful to assess the emergency, and will provide enhanced 9-1-1 functions.
  • Depending on the province that you live in and the emergency services you require, you may be transferred to a new number that begins with 555911 during your T9-1-1 session to access Fire, Police or EMS. Always send your message to the current 555911 number.
  • You will know that the T9-1-1 session has been concluded when you receive the message “End of 9-1-1 Call”. If no “End of 9-1-1 Call” or further response is received, you can send a text message asking if the 9-1-1 conversation has ended. If you receive an error message, the T91-1 session has ended.
  • After receiving the “End of 9-1-1 Call” message, if you need to further communicate with the 9-1-1 Call Centre, you will need to initiate a new text session by dialing 911 to re-establish contact with the 9-1-1 Call Centre and communicate again by replying to the text message.

A supported handset will be required to use this service. The following mobile devices support T911:

                    ◦ Galaxy J1
                    ◦ HTC Desire C
                    ◦ LG K 4
                    ◦ LG Optimus L1 II
                    ◦ LG Optimus L5
                    ◦ LG Optimus L5 II
                    ◦ LG Optimus Net
                    ◦ LG X Power
                    ◦ Moto G Play
                    ◦ Samsung Galaxy 551
                    ◦ Samsung Momo
                    ◦ Samsung S275
                    ◦ Sony Xperia M
                    ◦ ZTE Grand X2

  • Please consult the Canadian Wireless Telecommunications Association web site for Text With 9-1-1 for an instructional video and other valuable service information.

Important Tips for T9-1-1 Users

  • T9-1-1 users should be aware that text messaging is considered a “best efforts” service and there is no guarantee a text message will be sent, delivered or received in a timely manner. In the unlikely event that this happens, re-send the message.
  • Providing location information and the nature of the emergency in the first message is imperative.   The 9-1-1 Call Taker may receive an approximate location of your cell phone with your 9-1-1 call, however it is important for the caller to confirm the location of the emergency.
  • Text messages should be brief and concise.
  • Text abbreviations and slang should never be used so that the intent of the dialog can be as clear as possible.
  • T9-1-1 should only be used for emergency situations that require a response from police, fire or emergency medical services.

Note: This feature is only available to DHHSI customers. You must accept the terms of service to use this service.

T9-1-1 terms of service:

  • T9-1-1 service is not available everywhere. Government agencies are responsible for handling emergency calls, and not all of them are able to support T9-1-1 service. For T9-1-1 coverage areas, please consult the Canadian Wireless Telecommunications Association website for Text with 9-1-1. Coverage areas are approximate.
  • The T-91-1 Call Taker will attempt to communicate to you via text messages in the language associated with your mobile subscription. If they language associated with your mobile subscription is not correct, please contact Client Care. The agency handling your T9-1-1 call may not be able to assist you in both official languages.
  • T9-1-1 service relies on text messaging sessions initiated by the government emergency response agency receiving your 911 call. The availability of text messaging service is not guaranteed and is subject to the PC mobile Service Terms.
  • You must have an active PC mobile account to access T9-1-1 service on your PC mobile device. Each device on your account must be individually enabled for T9-1-1 service, if the user is eligible. Please allow 5 days for registration to become effective.
  • Your T9-1-1 registration will not follow if you port your number to another service provider. You must re-register.
Costs

Access to 9-1-1 emergency service is included in your PC mobile rate plan. However, in some provinces, an additional fee is charged and remitted to the provincial government at their request.

The additional monthly fee is as follows and remains subject to change:

  • $0.46  Québec
  • $0.43  Nova Scotia
  • $0.70  PEI
  • $0.53  New Brunswick
  • $0.44  Alberta
  • $0.62  Saskatchewan
  • $0.75  Newfoundland and Labrador
Limitations of dialing 9-1-1 using third party VoIP apps on select Android devices

An issue has been identified that may affect wireless customers using VoIP-based apps like Viber and Skype on Android OS phones.

If you use one of these apps to make calls, you may be unable to reach 9-1-1 in case of an emergency.

This issue is not specific to PC mobile and it could affect customers with any wireless service provider.

We recommend customers avoid using VoIP apps as their default dialer until this issue is resolved.

To avoid using VoIP apps as a default dialer and ensure 9-1-1 calls can be made, we strongly recommend customers follow these steps:

  1. Select Settings (or system Settings) on your phone.
  2. Scroll down to Applications (may be listed as Apps or Application Manager).
  3. Select the phone dialer application that was set as the default for dialing calls (e.g. Skype or Viber).
  4. Scroll down to the "Launch by default" section and click on tile "Clear defaults" button.

IMPORTANT NOTE: To prevent this issue from reoccurring, we recommend choosing your native phone dialer to place calls until this issue is resolved.

Please visit the Canadian Wireless Telecommunications Association (CWTA) page to learn more.

Samsung R330: mandatory software update for emergency services (9-1-1)

Certain Samsung R330 (model SCH-R330) flip cover phones have an issue that prevents customers from making a 9-1-1 call properly. This issue is not specific to your PC mobile service.

A free software update is available to correct this problem and should be installed immediately.

To start the update, follow these steps:

  1. Select Tools from the main menu.
  2. Select Update phone.
  3. Select Update firmware.
  4. Follow the on-screen prompts.

Once the update is performed, you will see "Firmware Update Complete" appear on your screen. This confirms that your phone has received the necessary update and will function properly. You may also check by pressing Menu > Settings > Phone Info > Version [Version GH09)

Note: Do not check by dialing 9-1-1. Dial 9-1-1 only in case of an emergency.

If you experience any difficulty, please contact Customer Service for additional assistance at 1-877-284-6361.

Although not all Samsung R330 flip cover phones are affected, as a precautionary measure it is important that all Samsung R330 phones receive the update. PC mobile is trying to reach all customers by phone to ensure they are aware and understand what is required to resolve the issue

9-1-1 with Wi-Fi Calling

Wi-Fi Calling allows you to use your phone in locations where you may not have ideal cell reception, including basements, in buildings, underground, hospitals, warehouses and stores.

Wi-Fi Calling lets you make and receive calls, or send and receive text, video, and picture messages in any location in Canada that is out of cellular coverage and has a Wi-Fi network you can connect to.

Wi-Fi Calling is available with select rate plans and uses data from an available Wi-Fi network.

IMPORTANT: 9-1-1 support is limited over Wi-Fi. Emergency personnel are not able to track your location when you call 9-1-1 through Wi-Fi Calling. In the event of an emergency, a 9-1-1 dispatcher will require an address to locate your whereabouts. If you are unable to communicate with the 9-1-1 operator, they will dispatch help to the address listed in your Wi-Fi Calling settings. Please update this address when you change locations.

T9-1-1 is not compatible with Wi-Fi Calling.

Limitations of Wi-Fi Calling on 9-1-1 calls

What are the limitations of Wi-Fi Calling on 9-1-1 calls? You should always attempt to complete 9-1-1 emergency calls through your mobile service (or landline), if available. Because of the unique nature of Voice over Internet Protocol technology, emergency calls routed to 9-1-1 through Wi-Fi Calling will be handled differently than when made on a mobile network. The following provisions describe the differences and limitations of 9-1-1 emergency call routings, and you acknowledge and agree to these differences and limitations with respect to 9-1-1 calls placed to emergency services from your Device. In addition, you acknowledge and agree that you are responsible for notifying, and shall notify, any user (and potential user) of your Device accessing Wi-Fi Calling of the nature and limitations of placing emergency calls to 9-1-1 through Wi-Fi Calling.

a. Are there any times when the PC mobile Services are not available? Yes. PC mobile Services, including your 9-1-1 emergency call routing service ("9-1-1 Service") will not work during network outages, including during planned hardware or software upgrades.

b. Are there any times when Wi-Fi Calling is not available? Yes. Wi-Fi Calling, including your 9-1-1 Service, will not work under the following conditions:/

     i. during power outages if there is no battery back up in the Wi-Fi access-enabling equipment, or once any such battery back-up has been depleted;

     ii. if the Wi-Fi access-enabling equipment you are using has been tampered with or damaged; and

     iii. if the Wi-Fi access-enabling equipment or Internet connection have insufficient capacity available.

For Wi-Fi Services (including 9-1-1 Service) to work in your place of residence or business, you are responsible for: (1) the supply of electrical power; and (2) the proper maintenance of your Wi-Fi access-enabling equipment, including replacing the battery, if any, and contacting your Internet service provider for technical servicing as required.

c. Can I access and dial the 9-1-1 Service with Wi-Fi Calling? That depends where you are dialing 9-1-1 from ("Emergency Call"):

     i. Emergency Calls made from your Device on a mobile network: When you dial 9-1-1 from your Device, your Emergency Call is handled in the same manner as emergency calls dialed from a mobile phone service (i.e., your Emergency Call and location information are automatically sent to the nearest emergency centre).

     ii. Emergency Calls made in Canada from your Device without access to mobile service: You may still be able to make an Emergency Call with Wi-Fi Calling without access to mobile service. However, there are important limitations which you must explain to anyone using Wi-Fi Calling on your Device. Your Emergency Call and location information are not automatically sent to the nearest emergency centre. The Emergency Call is first answered by a third-party operator. You must be ready to provide your location to the operator who will then route the Emergency Call to the appropriate emergency response centre based on the location you provide. If you cannot speak, do not hang up. Wi-Fi Calling allows you to verify and update your location through your Device settings. This location information will be transmitted to the operator who will then route the Emergency Call based on the address in your Device settings. This is why it is crucial that you keep the location information up-to-date within your Device settings.

     iii. Emergency Calls made when there are multiple Devices enabled for Wi-Fi Calling using the same login credential (i.e., mobile number): If your Emergency Call is disconnected, you will not be able to answer a call-back from the operator or emergency centre if the call is answered by one of the other Devices beforehand.

     iv. Emergency Calls made from outside of Canada: Do not use Wi-Fi Calling. An operator may answer the call but will not be able to transfer it to the appropriate emergency response centre.

d. Can I use text with 911 using Wi-Fi Calling? No. Wi-Fi Calling does not support T9-1-1. In order to use T9-1-1, you will need to do so over a mobile network and you must first register with Bell as a T9-1-1 user.

e. Can I seamlessly transition from Wi-Fi Calling to mobile service? No. If you begin an Emergency Call with Wi-Fi Calling and subsequently move to an area where mobile service is available but the Wi-Fi signal is not, the call will drop and you will need to place a new 911 call over a mobile network.

f. What else should I know about making Emergency Calls through Wi-Fi Calling? First, if there is a delay by the operator in answering your Emergency Call, you may need to attempt the call again. Second, to make your Emergency Call on speakerphone, first connect with the operator before you select the speakerphone option on your Device.

Need More Assistance?

Contact PC mobile