X P L O R E
H U B
U S E R G U I D E
16
Important 9-1-1 Emergency Services
9-1-1 emergency services operate differently on Voice Over Internet
Protocol (VoIP) phone systems as compared to traditional 9-1-1 services.
With traditional phone services, when you call 9-1-1, your call is sent directly
to the nearest emergency response centre. With VoIP phone service, your
9-1-1 call is forwarded to a third-party service provider that will route your
call to an emergency response centre.
Because your call is routed through a third-party provider, you will need to
register your address upon activation of your service.
Xplore will also provide the emergency response centre with the service
address on your account, so please ensure that your information is correct
and and kept up-to-date.
If you move your VoIP phone between locations (for example, from your
home to your cottage), it is important that you inform the emergency
operator of your location and contact details any time you call 9-1-1. If you
do not inform the emergency operator of your location, there is a risk of
sending emergency services to the wrong address.
Be prepared during any service interruption
Your VoIP phone service requires Internet connectivity, power (electricity),
and a current service subscription. In the event of a power, network, or
Internet outage (including congestion), or if your service is disconnected
or suspended due to non-payment or Seasonal Service arrangement, you
may experience a disruption or delay in your 9-1-1 service. We recommend
that you keep an alternative phone service (such as a mobile phone)
available in case of emergency.
Do not disconnect
In the event that you need to call 9-1-1, please do not disconnect your 9-1-1
call unless you are instructed by an emergency dispatcher. If you are
disconnected, please call back immediately.
Inform other users
To ensure the safety of any users of your VoIP phone service, we strongly
recommend that you advise them of the nature and limitations of 9-1-1
emergency calls.
Limitations of liability
Please carefully read Xplore’s terms of service related to 9-1-1 service
detailed at