Your safety is important to us. This FAQ helps to explain the differences between traditional 911 services and the Xplornet Home Phone 911 service. Xplornet offers a form of 911 service (911 Dialing) that is similar to traditional 911 service but has some important differences and limitations when compared with traditional 911 and enhanced 911 service (E911).

With both traditional 911 and E911 service, your call is sent directly to the nearest emergency response centre. In addition, with E911 service, your call back number and address are visible to the emergency response centre operator. With Xplornet’s 911 service, your call is sent to a national emergency call centre. The call centre operator will request or confirm your location information and then transfer your 911 call to the emergency response centre nearest your location. You should be prepared to provide or confirm your address and call-back number with the operator. Do not hang up unless told directly to do so and if disconnected, you should dial 911 again.

For 911 purposes, Xplornet has the address that you provided to us during the initial Xplornet Home Phone activation process. If an emergency should arise, we would send the ambulance, fire department or police to the address that was provided to us during the activation. This address would also be used if for any reason you are unable to speak or confirm your physical location when you call 911.

For these reasons it is critical that we have your current physical address information on file in our database. Although our database is updated daily, it may take up to 24 hours for 911 address changes to be reflected in the database. Whenever you move your Xplornet Home Phone’s Gateway Hub, please update your current address through MyXplornet or by calling us at 1-866-841-6001. This will help ensure that any emergency response vehicles are sent to the correct location.

The 911 Dialing service will not function in the event of a power or Internet outage or if your Xplornet service is suspended or terminated. Please notify all household residents, guests and visitors of these limitations and differences to Xplornet 911 Dialing from that of traditional 911 or E911 service. Since we do not have any control over whether, or the manner in which, calls using our 911 Dialing service are answered or addressed by any local emergency response centre and we rely on third parties to assist us in routing 911 Dialing calls to local emergency response centres, there are limits to our liability to you in respect of our 911 Dialing service.

If you have any questions regarding Xplornet 911 service limitations, please call us at 1-866-841-6001. We’re here to answer your questions any time.

What you’ll find here

Learn more about Xplornet Home Phone’s 911 service and how it differs from traditional 911 service.