TalkBroadband^™ | Business VoIP

Important 911 Information

Important Information about your Emergency 9-1-1 Service

Primus' Voice over IP (VoIP) phone services - including but not limited to Hosted PBX, TalkBroadband and SIP Trunking services - look and appear to work like a traditional phone service. However, they are different in that they utilize the Internet and/or other data networks for service delivery. There are several important factors to consider regarding the impact of these services on your emergency calls.

9-1-1 Service

If you dial 9-1-1, you will automatically be routed to a specialized call centre that handles emergency calls. This call centre is different from the Public Safety Answering Point (PSAP) that would answer a traditional emergency call. You will be required to provide your name, telephone number and address to the call centre operator.

9-1-1 Access Limitations

9-1-1 Service will NOT be available if your Internet connection is down or your TalkBroadband service is not available, e.g. in the case of a power failure. 9-1-1 Service may not be available when calling from outside Canada.

If you change the address from which you use your TalkBroadband service, your access to 9-1-1 Service will change and will not work properly. Upon any move to a new address, or change of use of your TalkBroadband service, immediately advise PRIMUS by logging onto mytbb.primus.ca or by telephone at 1-888-501-8430.

If you fail to advise PRIMUS of any changes, this will adversely affect your ability to access 9-1-1 Service.

User Tips

• Ensure that you understand the 9-1-1 Service limitations and make all other potential users of the service aware of these limitations
• 9-1-1 Service will not be available during a power outage or during an Internet outage. Therefore, it is always a good idea to have a backup power supply, such as UPS for such circumstances
• Ensure that your location information is always kept current with PRIMUS. If you do not keep your information current, and you are not able to speak during a 9-1-1 call, the emergency operator may assume that you are at the last registered address
• Be prepared to confirm your location and call-back number with the operator who answers the 9-1-1 call since the operator may not have this information
• During the 9-1-1 call, do not hang up until told to do so, and call back if you get disconnected