How it works
When you dial 911 from a landline, the address comes from the phone company's records for that copper line. A VoIP number is not tied to a wire, so the address comes from what is registered against the number. We register a 911 address for every number we provide.
If the registered address is current, a 911 call goes to the right emergency centre with your address. If someone takes a phone or app somewhere else ("nomadic" use), the call may be routed to a national call centre, where an agent confirms your location verbally and transfers you. That adds time.
What to set up
- One 911 address per site. If you have three offices, each site's phones should use a number registered to that site.
- Suite and floor. Include them in the address so responders find you in a big building.
- Remote workers. Either register their home address on their own number or tell them to use a mobile for 911.
- Backup power. A small UPS on your internet router and PoE switch keeps phones up through short outages.
Limitations you must know
- VoIP 911 does not work if your internet or power is down, unless you have backups.
- If you move a phone and do not update the address, responders may be sent to the old address.
- Calls from apps use the number's registered address, not your phone's GPS.
What to tell staff
Put a simple sticker or note near phones: "If you dial 911, say your address and suite clearly. If phones are down, use a mobile." Tell us whenever you move offices and we will update the 911 records the same day.
This guide is general information, not legal advice. Canada's 911 networks are moving to Next Generation 911 (NG911); we will keep your records current as it rolls out.
Quick answers
Does 911 work on VoIP in Canada?
Yes. Canadian VoIP providers must offer 911 service. The key is keeping the registered address for each number up to date.
Does 911 work during a power or internet outage?
Not on VoIP desk phones, unless you have backup power and internet. Always keep a mobile phone available.