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 Bell Services are not available? Yes. Bell 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 dialling 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 dialled 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.