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Support

911 Emergency Service

Fido customers that require emergency assistance can dial 9-1-1 any time, free of charge on the Fido network.

Depending on your location, calls are connected to the 9-1-1 service provided by the municipality or province or a local emergency service provider suited to handle the situation (e.g. a local police department).

Tips for using 9-1-1

  • Always provide your name, wireless phone number and location you are calling from.
  • Speak clearly. Unlike wireline-based E9-1-1, the emergency operator does not know your actual location until you provide this information.
  • Stay on the line for as long as the 9-1-1 operator requires.
  • Leave your handset turned on after hanging up in case the 9-1-1 operator needs to call you back.
  • Do not set 9-1-1 into your speed dial. This can lead to accidental calls that take up valuable emergency resources.
  • Calls to 9-1-1 from your wireless phone are subject to the same limitations as regular wireless calls. If you are underground or too far from a wireless network antenna, the quality of your call may be affected or you may not be able to connect to the network.

Wireless E9-1-1

IMPORTANT INFORMATION ABOUT 9-1-1 SERVICES AVAILABLE THROUGH FIDO

Any wireless phone registered on the Fido network can be used to dial 9-1-1 for assistance in the case of an emergency. 9-1-1 calls are automatically routed to the most appropriate public safety agency. When calling 9-1-1 always provide your name, wireless phone number and the specific location you are calling from. And remember, it's important to speak clearly. Unlike wireline-based 9-1-1, the emergency operator does not necessarily know your actual location until you provide this information. Stay on the line for as long as the 9-1-1 operator requires. Calls to 9-1-1 are free so take all the time that you need. Leave your handset turned on after hanging up in case the 9-1-1 operator needs to call you back. Please do not program 9-1-1 into your speed dial. This can lead to accidental calls that take up valuable emergency resources. Calls to 9-1-1 from your wireless phone are subject to the same limitations as regular wireless calls. For example, if you are underground or too far from a wireless network antenna, the quality of your call may be affected, or you may not be able to connect to the network.


PHASE ONE OF ENHANCED 9-1-1

Phase One of Enhanced 9-1-1 or E9-1-1 is designed to help 9-1-1 operators react more quickly and accurately in emergency situations. E9-1-1 provides emergency operators with the phone number of the caller and the location of the wireless network antenna receiving the call but not the caller's exact location. The caller must still provide this information. The caller's phone number allows the emergency operator to re-establish contact with the caller if the connection is lost. The wireless network antenna location helps emergency operators identify the most appropriate emergency services to dispatch.


PHASE TWO OF ENHANCED 9-1-1

Phase Two of Enhanced 9-1-1 is designed to provide more accurate location information than Phase One. E9-1-1 emergency operators that have the necessary systems deployed will not only receive the caller's phone number, but will also receive geographic co-ordinates associated with the callers approximate location. A caller's location will be automatically determined using special technology enabled in the Fido network and in certain handsets and will help ensure that callers get the proper help as quickly as possible. Any customer registered on the Fido Wireless network in an area served by E9-1-1 that has the necessary systems deployed will have access to Phase One and Two This includes Fido Wireless customers in their local area and Fido Wireless customers visiting an area in Canada served by E9-1-1. For more information about E9-1-1 and to verify if Phase Two is deployed in your area, please visit fido.com/911.

Wi-Fi Calling 9-1-1

IMPORTANT INFORMATION ABOUT THE DIFFERENCES AND UNIQUE LIMITATIONS OF 9-1-1 EMERGENCY SERVICE ASSOCIATED WITH WI-FI CALLING. PLEASE READ CAREFULLY

By using Wi-Fi Calling, you acknowledge and agree to the information in this section regarding the limitations of using Wi-Fi Calling for dialing 9-1-1. If you are not comfortable with these limitations, we recommend that you not use Wi-Fi Calling, or consider an alternate means for accessing traditional 9-1-1 emergency services. We recommend you keep an alternative phone service handy to increase the reliability of your access to emergency services during any service interruption. Note: Wi-Fi Calling cannot support emergency calls made outside of Canada or the United States. Ensure you are connected to a mobile network when attempting to make an emergency call outside of Canada or the United States to be routed to the nearest emergency services. You agree to inform all people who use Wi-Fi Calling on your device of the following limitations and requirements.

A. Your 9-1-1 Emergency Address. When you first turn on Wi-Fi Calling on your device, you will be asked to provide the full address for your most likely location for your device (your “9-1-1 Emergency Address”). You may only register one (1) 9-1-1 Emergency Address and it must be a location in Canada or the United States. If a U.S address is entered, it must not be used for more than six (6) months of any given calendar year. If you fail to comply with this requirement or we suspect you have provided false, inaccurate or incomplete location information, we have the right to restrict your current and/or future ability to access WiFi Calling. Fido will not, however, disable your ability to place a 9-1-1 call during any such restriction.

B. Placing 9-1-1 Calls. If you dial 9-1-1 from your device using the mobile network (i.e., not using Wi-Fi Calling), your call routes automatically to the proper Public Safety Answering Point (“PSAP”) based on the location you are calling from. If you dial 9-1-1 while using Wi-Fi Calling, the call will try to route over the cellular network if it is available to complete the call as a Wireless E9-1-1 call, providing a more enhanced 9-1-1 service. When the cellular network is unavailable, your call routes to a specialized emergency call centre that will transfer your call to the correct PSAP by using the 9-1-1 Emergency Address you specified or based on the location you have provided to the 9-1-1 operator. When using Wi-Fi Calling to dial 9-1-1, you must immediately inform the 9-1-1 operator of your location (or the location of the emergency, if different) if you are able to do so. It is important that you do not hang up unless directly told to do so, and if disconnected, immediately dial 9-1-1 again. You should also be prepared to provide your call-back number to the 9-1-1 operator. If you use Wi-Fi Calling to dial 9-1-1 and the Wi-Fi connection is lost, your call to 9-1-1 will drop and the specialized emergency call centre and/or PSAP will not have any method of re-connecting with you. If this occurs, dial 9-1-1 again. If you disbale your cellular radio on your mobile device you may be prompted to enable the cellular signal to complete the 9-1-1 call. The option to enable your cellular radio to complete a 9-1-1 call as a wireless E9-1-1 call should always be selected.

C. Accuracy of 9-1-1 Information. You agree to provide true, accurate, current and complete 9-1-1 Emergency Address and other information to Fido, and are responsible for maintaining and updating the 9-1-1 Emergency Address associated with your device. If you do not update your 9-1-1 Emergency Address and do not correctly identify the location of the emergency, 9-1-1 calls made using Wi-Fi Calling will be routed based on your previously provided 9-1-1 Emergency Address and therefore may be routed to the incorrect PSAP for the emergency location. If you are unable to speak, the dispatcher may not be able to locate you if you have failed to update your 9-1-1 Emergency Address. You may update your 9-1-1 Emergency Address in the settings section of your device. During certain periods, updates to your 9-1-1 Emergency Address may not be reflected instantly (e.g., during IT maintenance periods). When you register or update your 9-1-1 Emergency Address, it will be validated for accuracy through a Canada Post and PSAP validation service. If the validation service is not able to recognize the proposed 9-1-1 Emergency Address you provided, you will be provided with a recommendation for correction of the 9-1-1 Emergency Address. If you choose to override the recommendation, your 9-1-1 Emergency Address may not be properly validated and updated. Therefore, in the event of an emergency, it is important to immediately inform the 9-1-1 operator of your location you are calling from (or the location of the emergency, if different). It is strongly encouraged that you always have an alternate means of accessing 9-1-1.

D. Connection Time and Technical Difficulties. For technical reasons, your 9-1-1 call may produce a busy signal or take longer to answer as compared to traditional 9-1-1 calls. The 9-1-1 service will not function if the internet access point and underlying Wi-Fi network is not configured correctly, does not have the bandwidth to carry a call, or if the Wi-Fi Calling feature is not functioning for any reason, including but not limited to, power outage, Wi-Fi or broadband service outage or suspension, network or internet congestion or disconnection, mobile network outage or service disconnection due to billing issues or breach of your Agreement.

E. Features Not Available for 9-1-1 Wi-Fi Calling. The following features will not be available for 9-1-1 WiFi Calling: Call Transfer (you cannot transfer a 9-1-1 call or transfer another call to 9-1-1); Conference Call (a 9-1-1 call cannot be included in a conference call); and Call Forwarding (you cannot forward calls to 9- 1-1). In addition, you will not be able to put a 9-1-1 call on hold. T9-1-1 Service is not available for 9-1-1 Wi-Fi Calling (you cannot communicate with 9-1-1 operators via text message for deaf, hard of hearing or speech impaired users).

F. Limitation of Liability. Fido and its service providers disclaim all responsibility for the conduct of PSAPs, all other third parties involved in the provision of emergency response services and any technical difficulties associated with the functioning of the 9-1-1 service. Fido and its service providers do not have any control over PSAPs and are therefore not responsible for whether they answer 9-1-1 calls made using Wi-Fi Calling, how they answer these calls, or how they handle these calls. Fido and its service providers rely on third parties to assist in the provision of 9-1-1 services, and disclaim any and all liability for acts or omissions by third parties in the provision of 9-1-1 services. Neither Fido nor its service providers, officers or employees may be held liable for any claim, damage, or loss (including, without limitation, legal fees) by, or on behalf of, you or any third-party user of Fido’ 9-1-1 dialing capability.

T9-1-1

Text with 9-1-1 (T9-1-1) is a service offered to Deaf, Deafened, Hard of Hearing or Speech Impaired (DHHSI) subscribers at no additional charge.

T9-1-1 allows you to communicate with an emergency service operator by using text messages after you dial 9-1-1.

To learn more of where T911 is available and how to register, please go to: https://www.fido.ca/consumer/accessibility/t911.

How much does 9-1-1 cost

Table below sets out the government 9-1-1 monthly fees, applicable to all customers on a monthly plan with an invoice as well as to prepaid customers. No airtime charges apply to calls made to 9-1-1 from your Fido phone.

Province Government 9-1-1 Monthly Fee
British Columbia, Manitoba, Ontario -
Québec 46 cents
Saskatchewan 94 cents (effective January 1, 2018)
Nova Scotia 43 cents
New Brunswick 53 cents
Prince Edward Island 70 cents
Alberta 44 cents
Newfoundland and Labrador 75 cents

In addition to these government 9-1-1 monthly fees, Fido customers on a monthly plan with an invoice offered prior to November 4, 2008, as well as all prepaid customers, pay a 75¢ monthly Emergency Access Fee (non-government fee). This fee is charged to provide our customers with access to emergency services, it is not a government fee or a tax.

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