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VoIP 9-1-1 Emergency Service


Important 9-1-1 Information

We want to make sure that you are aware of important differences in the way 9-1-1 service operates with VoIP service compared with traditional telephone service.

Differences between traditional 9-1-1 emergency service & VoIP 9-1-1 Service

With traditional 9-1-1 service (also known as enhanced 9-1-1), the phone service is provided and can only be used at a specific location, so your 9-1-1 call is sent directly to the nearest public safety answering point (PSAP).

With VoIP 9-1-1 service (also known as Nomadic 9-1-1 or N 9-1-1), the phone service can potentially be used anywhere with an Internet access, so your 9-1-1 call is sent to an emergency operator to confirm your location before the 9-1-1 call can be transferred to the correct PSAP.

  • Remember to provide your location

    Be prepared to confirm your current location and call-back number with the emergency operator who answers the 9-1-1 call. Do not risk sending the emergency services to an incorrect location. You should provide the emergency operator with:

    • Your name
    • Your current location
    • Your call-back number

    *VoIP 9-1-1 service is only for use in Canada.

  • Keep your service address up to date

    If you are unable to speak during a 9-1-1 call, the emergency operator will send the call to the PSAP based on the location associated with the calling phone number in GoCo’s database, so please make sure your information in our database is always accurate and up to date. Please use the form below to enter and update your current location as needed.

  • Inform other users

    You must inform all potential users of your VoIP phone service of the nature and limitations of VoIP 9-1-1 emergency calls. GoCo can provide you with stickers for you to attach to your phones that help inform the users of these limitations.

  • Be prepared during any service interruption

    VoIP Services depend on the availability of an Internet connection and electrical power. Consequently, VoIP 9-1-1 service may not be available during a power outage or Internet outage, where there is Internet congestion, or if your Internet service is disconnected, suspended or terminated. Therefore, we recommend that you implement one or more emergency backup systems and train your potential users on how to use them.

  • 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.

  • More details

    We invite you to read GoCo’s Terms and Conditions for VoIP 9-1-1 Service for more details about our VoIP 9-1-1 Service, including the applicable limitation of liability. Please see https://www.goco.ca/service-schedule-voip-service/.

Update Your VoIP 9-1-1 Address

  • Note: In order to process your request, it will take up to 1 business day.