E911 Information
E911 Emergency Calling Limitations
iTeraTEL Voice Services
iTeraTEL provides 9-1-1 emergency calling as part of its Cloud VoIP-based voice services. This service has important differences and limitations compared to Enhanced 9-1-1 (E9-1-1) available with traditional landline services. Please review these limitations carefully before using the service. By subscribing, you acknowledge understanding them and agree to inform all potential users (e.g., employees, guests).
01
Key Differences from Traditional E9-1-1 Service
Traditional E9-1-1 routes calls directly to the nearest Public Safety Answering Point (PSAP) with automatic display of your callback number and address.
iTeraTEL's 9-1-1 routes calls to a national emergency call centre. The operator will confirm your location before transferring to the local PSAP. Be prepared to provide your name, exact address, callback number, and emergency details. Do not hang up unless instructed; if disconnected, redial 9-1-1 immediately.
02
Address Registration Requirements
You must register and keep current the physical address for each VoIP line/DID by calling customer support. This ensures correct dispatch if you cannot speak.
Update immediately for moves, new lines, or ports. Incorrect or outdated info may send responders to the wrong location.
03
When 9-1-1 May Not Work
Service is unavailable during power outages (reset/reconfigure device after), broadband/Internet failures or suspensions (from any ISP), or network congestion (which may cause delays or reduced speed vs. traditional 9-1-1).
Improper setup or tampering with equipment can also prevent access. Test by calling a non-emergency number after installation or outages.
No operator-assisted access (e.g., dialing "0" for emergencies).
Use alternative means (e.g., mobile or landline) during disruptions.
04
User Tips for 9-1-1 Calls
Dial 9-1-1 in emergencies and confirm your location/callback number with the operator.
Do not hang up until told to; redial if disconnected.
Keep your registered address current—the operator may use it if you cannot speak.
Ensure all users know these limitations.
If uncomfortable with them, arrange alternate traditional 9-1-1 access.
05
Limitation of Liability
iTeraTEL has no control over how emergency centres handle calls and disclaims responsibility for third-party routing errors. To the maximum extent permitted by law, iTeraTEL (and its affiliates, officers, etc.) shall not be liable for any injury, death, damage, or loss arising from 9-1-1 use or failure (e.g., due to outages or incorrect addresses). You agree to indemnify iTeraTEL against related claims. See our full Terms of Service for detailed liability terms.
If you do not accept these limitations, do not activate or use the service—contact us to cancel. For address updates, testing help, or questions, call 1.855.22.ITERA or email support@iteratel.com.
Important Information about 9-8-8: Suicide Crisis Helpline
As required by the Canadian Radio-television and Telecommunications Commission (CRTC), iTeraTEL supports access to 9-8-8, Canada’s national three-digit helpline for suicide prevention and emotional distress support.
Launched on November 30, 2023, 9-8-8 is available to all Canadians 24/7. By dialing or texting 9-8-8, individuals can connect directly with trained crisis responders who provide bilingual, trauma-informed, and culturally appropriate assistance during times of mental health crisis or emotional distress.
For more details about the service, including how it works and additional resources, please visit the official website: https://988.ca/.
