9-1-1 information for Advantage Voice (formerly Rogers Unison) customers
How do emergency calls work with Advantage Voice?
When you call 9-1-1 with a regular phone, the call is sent directly to the nearest emergency response centre based on your automatically generated address.When you use Advantage Voice to call 9-1-1, your call may be forwarded to a third-party specialized call centre that handles emergency calls.
If this happens:
- You will need to provide them with your name, current location, and telephone number.
- The specialized call centre will then automatically or manually route your call to the nearest emergency response centre based on your given location.
Can I use Advantage Voice to call 9-1-1 outside of Canada?
Advantage Voice services are designed for operation within Canada.If the service is being used on a device outside of Canada, it may not be possible to place a 9-1-1 call.
Do I need to verify my location with emergency services during a 9-1-1 call?
Yes.The Advantage Voice service will attempt to automatically provide the name, address and telephone number associated with your account with the Public Safety Answering Point (PSAP) dispatcher or emergency service operator.
Due to location changes or technical reasons, the emergency operator may not have your name, location or contact information available. Therefore, you must immediately provide this information when you call 9-1-1.
If you are unable to speak, the dispatcher may not be able to locate you if your location information is not up to date.
Do not risk sending police or ambulance services to the wrong location.
What happens if my service address is not up to date?
We will attempt to provide the emergency operator with your service address, so please ensure that your information (including name, address and telephone number) on file with us is always accurate and updated.If you do not do this or if you are unable to speak during a 9-1-1 call, the emergency operator may assume that you are calling from the last registered address or your billing address.
If your account information has recently changed or has otherwise not been updated, 9-1-1 calls may be misdirected to an incorrect emergency response site.
What will happen during a service interruption?
For technical reasons, 9-1-1 emergency calls using Advantage Voice may not function or may be delayed in certain circumstances such as:- failure of your device
- power outages
- service outages
- suspension or disconnection of the service due to billing issues
- network or Internet outages.
We recommend that you keep an alternative phone service, such as a cell phone, for better reliability to access emergency services during a service interruption.
How do I handle a 9-1-1 call using VoIP if the line is busy?
Do not disconnect until told to do so by the dispatcher, as the dispatcher may not have your number or contact information.If you are inadvertently disconnected, call back immediately.