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Introduction to e911 with Eldantel

Eldantel offers a form of 9-1-1 service that is similar to traditional 9-1-1 service but has some important differences and limitations when compared with enhanced 9-1-1 service (E911) available in most locations in conjunction with traditional telephone service.​ 9-1-1 emergency calling using Eldantel provides a more limited form of 9-1-1 emergency calling than that available using traditional wireline 9-1-1 emergency calling. Be prepared to provide your location and call back number to the operator who answers the 9-1-1 call since the operator may not have this information. Eldantel will not automatically provide such operator with your correct address and telephone number. When making a 9-1-1 emergency call, do not hang up until requested to do so, and if you are prematurely disconnected you must call back. Provide address and telephone number information on or immediately next to all telephone sets attached to the Eldantel. This way, all potential users of Eldantel can properly provide the operator with the appropriate information in an emergency. 9-1-1 emergency calls will not be available during a power outage and will not be available during an Internet service outage. 9-1-1 emergency calls made from locations outside of Canada cannot be completed by the operator. When Using Eldantel outside of Canada, you must use an alternate wireline service to dial 9-1-1. Be sure you fully understand the limitations of 9-1-1 emergency calling using Eldantel and make sure all other potential users of the service are also aware of these limitations. Ensure your contact information on file with Eldantel is always accurate and kept current. You can update your contact information by contacting customer service or through.

Non-Availability of Traditional 911 or E911 Dialing Services

With both traditional 9-1-1 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 call-taker. With  Eldantel your call is being sent via the Internet rather than a traditional phone line, and the most up to date client information may not arrive with this call, meaning a different method is required to send this client information accurately. With  Eldantel service the 9-1-1 call may be routed to a different dispatcher than that used for traditional 9-1-1 dialing. The dispatcher will be located at either the Public Safety Answering Point (PSAP) or with a local emergency service relay provider designated for the address specified by the customer at the time of service subscription or as properly updated by the customer from time to time. The call centre operator will confirm your location information and then transfer your 9-1-1 call to the emergency response centre nearest your location. You should be prepared to confirm your address and call-back number with the operator as this information may not be available to them. You are encouraged not to hang up until told to do so, and to call back if you get disconnected, as immediately as possible.

Registration of Physical Location

You should ensure your address/location information, updated through your online account, is kept current at all times. In case you are not able to speak during the 911 call, the call taker would dispatch emergency response vehicles to your last registered address. You need to update your 911 Dialing information whenever you move your device to a new location. Note: please allow up to 3 business days for the 9-1-1 data base to be updated.

Service Outages & Delays​

9-1-1 emergency dialing may not be available during a power outage, may not be available if using the  Eldantel software client if your computer is malfunctioning, or suspension or disconnection of the  Eldantel service because of billing issues, or any disconnection or suspension of underlying broadband access service and will be unavailable during a broadband internet outage. If there is a power outage, you may be required to reset or reconfigure their telephony gateway device, if using a  Eldantel gateway, prior to being able to use the service, including for 9-1-1 dialing purposes. For technical reasons associated with the possibility of network congestion, there is a possibility that the 9-1-1 call will produce a busy signal or will take longer to answer, as compared to traditional 9-1-1 calls.

Conveying Limitations to Household Residents and Guests​

You should inform any household residents, guests and other persons who may be present at the physical location where you utilize the  Eldantel service, of the important differences in and limitations of  Eldantel 9-1-1 dialing as compared with traditional E9-1-1 service, as outlined above.