Differences Between Traditional 911 Services and VoIP Phone 911
With traditional phone services, your 911 call is sent directly to the nearest emergency response
centre. With VoIP phone service, your 911 call is forwarded to a third party service provider that
will automatically or manually route your call to the emergency response centre.
Remember to Verify Your Location
Because you can move your VoIP phone between locations and because, for technical reasons.
the emergency operator may not have your name, location or contact information available, you
must immediately inform the emergency operator of your location or contact particulars any time
you call 911. Do not risk sending police or ambulance services to the wrong location.
Be Prepared During Any Service Interruption
VoIP phone service depends not only on your continued subscription (and payment) for the
service. but also on Internet connectivity and power to function. In the event of power, network,
or Internet outages (including congestion), or if your service is disconnected or suspended due
to nonpayment, you may experience a failure, disruption or delay in your 911 service. We
recommend that you keep an alternative phone service (such as a cellular telephone) handy to
increase the reliability of your access to emergency services during any service interruption.
Do Not Disconnect
Until you are told to do so by an emergency dispatcher, do not disconnect you 911 call. If you
are inadvertently disconnected, call back immediately.
Keep Your Service Address Up To Date
MKN Group will attempt to provide the emergency operator with your service address, so please
ensure that your information on file with us is always accurate and updated. If you do not do this
(for example, if you are unable to speak during a 911 call), the emergency operator may
assume that you are calling from the last registered address. Note: you may also update your
most likely physical address online through the MKN Portal.
Inform Other Users
You must notify members of your household and potential users of your VoIP phone service of
the nature and limitations of 911 emergency calls.