Although it offers the appearance of a traditional telephone service, as well as adding several benefits, OMNIVIGIL VoIP telephony differs in that it allows any subscriber to carry his phone or to use a software phone for making phone calls over wired or wireless Internet, wherever he is on the planet. This capacity and other important factors have an impact on the 9-1-1 service and other emergency calls that you must be aware of.

We want to make sure that you know the important differences between VoIP 9-1-1 service and traditional 9-1-1 service. Here is what you need to know.


VoIP service allows you to make or receive telephone calls over the Internet to or from the public switched telephone network. VoIP phone calls, although similar in appearance to traditional phone calls, have their own limitations and conditions. You acknowledge and agree that differences exist between traditional telephone service and VoIP telephone service, including the absence of traditional 9-1-1 emergency service.


The following provisions describe the differences and limitations of 9-1-1 emergency calls, and you hereby acknowledge and understand the following differences between traditional 9-1-1 service and 9-1-1 VoIP service with respects to 9-1-1 calls made through your VoIP line.


When you make a 9-1-1 emergency call, VoIP will attempt to automatically route your 9-1-1 call through a third-party 9-1-1 service provider to the public safety answering point (PSAP) that corresponds to the address that appears in your subscription folder for the outgoing number used.

However, because of the limitations of VoIP telephone services, your 9-1-1 call may be routed to a different location from where your call would be routed through traditional 9-1-1 service.

For example, your call may be transferred to a third party who specializes in handling emergency calls. This call centre is different from the PSAP that would answer a traditional 9-1-1 call where your contact information is automatically displayed.

Therefore, you may need to provide your name, address and telephone number to the call centre operator.


The VoIP service will attempt to automatically provide your contact information to the PSAP dispatcher or emergency operator, along with the name, address and telephone number in your subscription folder. However, for technical reasons, the dispatcher receiving the call may not be able to record your name, phone number, and address of where you are.

Therefore, when making a 9-1-1 emergency call, you must immediately tell the dispatcher the address of your location (or the location of the emergency, if it differs).

If you are unable to speak, the dispatcher may not be able to know where you are if the contact information in your subscription folder is out of date.


You are required to provide and update your contact information (including your name, home address and phone number). If you do not correctly indicate the address you are in, or if your contact information has changed recently or you have not updated it, 9-1-1 calls may be sent to the wrong public safety answering point.


OMNIVIGIL transmits in real time to its specialized call centre, 9-1-1 additions or changes of address that are made in your file via its web portal. Ensure your information is always accurate and up to date.

OMNIVIGIL was among the first providers of mobile phone services to have deployed to its customers, address self-management services required by the CRTC.


Since the dispatcher may not have your number and contact information, you should not interrupt your 9-1-1 emergency call until the dispatcher allows it. If you lose the communication by mistake, call back immediately.


For technical reasons, including network congestion, it is possible that a 9-1-1 emergency call will produce a busy tone, or that the call setup time may be longer than that of a traditional 9-1-1 emergency call.


For technical reasons, it may be impossible to make 9-1-1 VoIP emergency calls, or the service may be restricted, in the following situations, but not limited to:

  • A service outage or a failure of your service access device;
  • If your system access device stops working or if it is not configured correctly, or if your VoIP service is not working properly for any reason, including a power failure, a VoIP service outage, suspension of service or disconnection due to billing issues, network or Internet congestion, or network or Internet failure due to power, network or Internet failure;
  • You may need to restart or reconfigure the system access device before you can use VoIP service, including 9-1-1 emergency calls;
  • Location change – if you install your system access device in a location other than the one indicated in your subscription details or in your subscription folder with (company name).

We recommend that you have a replacement telephone service (such as a cell phone) on hand to increase the reliability of your emergency service access in the event of a service interruption.


You are required to inform, and you agree to inform, any user or prospective user of your VoIP service about the nature and limits of 9-1-1 emergency calls made using VoIP service, in accordance with the current.


If you are uncomfortable with 9-1-1 dialling limits, OMNIVIGIL recommends that you cancel your VoIP subscription or consider an alternative to access the traditional 9-1-1 emergency service.


In accordance with its “Terms and Conditions” OMNIVIGIL disclaims any liability relating to its 9-1-1 service. It is therefore important for our subscribers to read carefully, understand and practise the following.

Some Advice

  • Make sure you understand the limitations of 9-1-1 service and report them to all potential users of your voice services.
  • Be prepared to give your address and callback number to the 9-1-1 operator. Indeed, the operator may not have this information in hand.
  • Do not forget to affix the warning stickers provided by OMNIVIGIL to a visible place on your telephone devices.
  • 9-1-1 Service will not be accessible during a power outage or Internet service outage. Thus, it is recommended to install a backup power source such as an uninterruptible power supply (UPS) or have an alternative telephone device such as a cell phone.
  • Make sure you always provide OMNIVIGIL with your most recent contact information so that if you are unable to speak during a 9-1-1 call, for example, the emergency operator will not send the help to an address that is not up to date.
  • For more information please contact our customer service by email at or by phone at 844-OMNIVIGIL (844-666-4844) ext. 3202.