911 & Voice Services Policy

1. e-911 Emergency Support

FibreTel provides Enhanced 911 (e-911) service. When you dial 911 using Residential Voice, your call is routed to a public safety answering point (PSAP) along with your registered service address. Because we physically install your modem and service, your location information is accurate and fixed at installation.

2. Situations That Can Affect 911 Availability

While e-911 is supported, certain conditions may prevent your call from going through:

• Power outages: Your modem and phone equipment require power. If the power is out and you don’t have a backup power source, you won’t be able to place a 911 call.
• Internet disruptions: If your internet service is down, your phone service (including 911) will not function.
• Equipment tampering or relocation: If you move or tamper with the FibreTel-provided modem (e.g., install it at another address), your 911 information may no longer be accurate, and service may not work correctly.
• Wiring issues: Deficiencies in your home’s inside wiring could impact service availability.
• Service suspension: If your account is suspended due to non-payment or other issues, 911 access may be unavailable.

3. Your Responsibilities

• Do not move your FibreTel modem to another location or unit.
• Do not tamper with the equipment or alter wiring in a way that could interfere with service.
• Ensure everyone in your household is aware that 911 may not work in the same way as a traditional landline during power or service outages.

4. Limitations of Liability

FibreTel is not responsible for any inability to access 911 services resulting from the conditions outlined above. By using our phone service, you accept these limitations.

5. Questions?

If you have any questions or concerns about your phone service or emergency call support, please contact us at fibretel.ca/contact.