Digital Home Phone - 911 FAQ

Do I get access to 911 services with my Digital Home Phone?

Yes. As a KWIC Internet Digital Home Phone user, you get access to 911 service by signing up for service and agreeing to the terms of use. This means your location information is provided to the network of emergency dispatch centres once you have verified its accuracy witha KWIC Internet customer service representative or support agent.

What is the difference between Digital Home Phone 911 and Traditional 911?

Digital Home Phone 911 service that KWIC Internet provides has certain limitations relative to traditional 911 services that are available on most traditional telephone services. Digital Home Phone 911 service uses the Internet to send your location information to emergency dispatch centres. Your information is never sent anywhere else.

What should I say to the operator when I place a 911 call?

Be prepared to confirm your location and telephone number with the operator who answers the 911 call, because the operator may not have this information. Remember that KWIC Internet is your phone provider and that emergency dispatch centres may contact KWIC Internet in severe emergency situations. When you place a 911 call, do not hang up the phone unless you are told to do so. If your call is disconnected, call back as soon as possible.

Is there ever a possibility that my 911 service won’t work?

Digital Home Phone 911 service may not be available during a power outage, and will be unavailable during an Internet outage.

Why is it important to keep my 911 information up to date?

Your 911 information, which contains your service address, must be up to date because emergency dispatch centres may use this information to forward your call. If you are unable to speak when placing a 911 call, the operator will assume that you are located at the address registered to the number you are using to make the call. If this address is wrong, emergency responders may go to the wrong location.

How do I keep my 911 information up to date?

You can change your 911 information by calling us at 1-888-594-2266 or by visiting our contact page