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VoIP 9-1-1 Emergency Calling

Important emergency calling information for SMB Communications customers.

Originally published: October 14, 2026 · Updated: October 17, 2026

Important: VoIP 9-1-1 may not function during a power or Internet outage. Always give the emergency operator your current location and callback number. Maintain an alternative way to reach emergency services.

Important Notice — VoIP 9-1-1 Emergency Calling

SMB Communications provides 9-1-1 emergency calling services through its telecommunications carrier and emergency service partners. VoIP 9-1-1 service differs from traditional telephone service and may have important limitations.

Emergency Calling Limitations

  • Power outages: 9-1-1 calling may not function during an electrical power failure unless all required equipment has adequate backup power.
  • Internet outages: 9-1-1 service may be unavailable if your Internet connection is interrupted or unavailable.
  • Location information: Emergency operators may not automatically receive your correct physical location. Always be prepared to state your current address and callback number.
  • Moving equipment: Using your telephone service from a location different from your registered emergency address may delay or misdirect emergency assistance.
  • Network interruptions: 9-1-1 calls may be affected by network congestion, equipment failures, service interruptions, or third-party carrier outages.
  • Mobile and nomadic use: When using SMB Communications services from different locations, the registered emergency address may not reflect your current location.

Customer Responsibilities

Customers must provide an accurate emergency service address, promptly notify SMB Communications of address changes, and inform all users of their telephone service about these limitations.

Alternative Emergency Calling

SMB Communications recommends maintaining an alternative means of contacting emergency services, such as a cellular telephone.

Limitation of Liability

To the maximum extent permitted by applicable law, SMB Communications is not liable for losses, damages, delays, or failures relating to VoIP 9-1-1 service interruptions caused by circumstances beyond its reasonable control, including Internet or power outages, customer equipment failures, incorrect registered address information, and failures of third-party networks.

Nothing in this notice excludes liability that cannot lawfully be excluded or limits SMB Communications' obligations under applicable Canadian law and CRTC requirements.

Customer Acknowledgement

Before activating applicable VoIP services, SMB Communications provides customers with emergency calling disclosures and obtains express acknowledgement of the associated limitations.

For assistance updating your emergency service address, contact SMB Communications at 1-877-977-2862 or visit portal.tryvoip.ca.

SMB Communications — 1001115443 Ontario Inc.

Additional Emergency Calling Guidance

When calling 9-1-1, state your current street address, municipality, province, unit or floor number and callback number. Do not assume your location has been transmitted automatically. Follow the operator’s instructions and do not hang up until instructed to do so.

Before moving VoIP equipment or using it at a different location, contact SMB Communications to update your emergency address. Do not assume the change has taken effect until SMB confirms it. For support, call 1-877-977-2862 or email info@tryvoip.ca.

If you require this disclosure in an accessible format or need an explanation, contact SMB Communications using the information above.