E9-1-1 is available if BTC Service is provisioned over Bell Business Internet Service and you dial 9-1-1 from Your Equipment enabled for the BTC Service connected to the VoIP Equipment located at the Service Address. If BTC Service is not provisioned over Bell Business Internet Service, E9-1-1 is only available when you dial 9-1-1 from your phone device at your assigned work station at the Service Address or when you dial 9-1-1 using the BTC Service on a mobile device connected to a mobile network. Limitations apply with regard to Emergency Calls made through any other means using the BTC Service including those made from the Desktop client, the Mobile app when not connected to a mobile network or the IP Voice Anywhere feature. In such a case, VoIP 9-1-1 applies, even if dialed from the Service Address.
“VoIP 9-1-1” means your Emergency Call and location information are not automatically sent to the nearest emergency response centre. You must inform anyone using the BTC Service about these limitations. The Emergency Call is first answered by a third-party operator. You must be ready to provide your location information verbally to the operator who will then route the Emergency Call to the appropriate emergency response centre based on the information you provided. If you cannot speak, do not hang up. As part of the BTC Service, Bell makes available a portal service in which you can verify and update your emergency address information. This emergency address information will be transmitted to the operator who will then route the Emergency Call based on the address in the portal. This is why it is crucial that anyone making use of Bell Total Connect service keep their location information up-to-date in this portal.
You should always attempt to complete 9-1-1 emergency calls through the native dialer of your mobile device or from a landline. If you make a 9-1-1 call using your Bell Total Connect service from a mobile device in a location where the mobile signal strength is low and Wi-Fi signal is strong, turn off your mobile connection to ensure your 9-1-1 call is sent over Wi-Fi.
Note: If the mobile connection is not turned off, your device may keep searching for a mobile network, which will prevent your 9-1-1 call from being routed.