Digital Home Phone - 9-1-1 FAQ

Do I get access to 9-1-1 services with my Digital Home Phone?

Yes. As a KWIC Internet Digital Home Phone user, you get access to 9-1-1 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 9-1-1 and Traditional 9-1-1?

Digital Home Phone 9-1-1 service that KWIC Internet provides has certain limitations relative to traditional 9-1-1 services that are available on most traditional telephone services. Digital Home Phone 9-1-1 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 9-1-1 call?

Be prepared to confirm your location and telephone number with the operator who answers the 9-1-1 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 9-1-1 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 9-1-1 service won’t work?

Digital Home Phone 9-1-1 service may not be available during a power outage, and will be unavailable during an Internet outage.

Why is it important to keep my 9-1-1 information up to date?

Your 9-1-1 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 9-1-1 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 9-1-1 information up to date?

You can change your 9-1-1 information by calling us at 1-888-594-2266 or by visiting our contact page