911 Service

911 VoIP Service Terms

Voice over Internet Protocol (VoIP) 911 emergency service has certain limitations compared to the E911 (advanced services) services offered on most traditional telephones. It is important that you understand and agree to the conditions and restrictions regarding 911 Service described in this update to the Service Agreement.

911 service

BGM’s 911 Service (9178-5873 Québec inc) is available when the Service is activated. The charges applicable to the 911 Service are billed from the date of activation of the Service. The 911 Service offered by BGM differs, in several important respects, from the composition of traditional 911 telephone services, or from the E911 services available with the majority of traditional telephone services, and the latter has specific restrictions relating to the Advanced 911 Service ( E911).

E911 service versus basic 911 service

When placing a call to emergency services using E911 or Enhanced 911 Service, the user's phone number and location are automatically transmitted to the operator during the call.

With Basic 911 Service (E911), the user's phone number and location are not automatically transmitted to the operator. The operator at the location answering the call obtains relevant information verbally that determines the caller's need and physical location. The operator then determines the appropriate agency and transfers the caller.

BGM offers a Basic 911 service

911 service description

When the user dials 911, their call is routed from the BGM network to our emergency services operator. The user must confirm with the operator whether he is still at the address that the Customer has registered with BGM. If the user calls from an address other than the one registered with BGM, they will need to provide our operator with the current address or location. The operator will then determine which emergency organization is appropriate and transfer the user's call accordingly. There may be additional time to transfer the user's emergency service call to areas not served by traditional 911 service.

When the user dials 911, they should not hang up, unless instructed to do so by our operator or the emergency services attendant. If the call is interrupted prematurely, the user will have to call back to re-establish communication with emergency services. The Customer must provide BGM with the Service address of each Direct Inward Selection number (“DID” / “DID”) transferred / activated and / or billable telephone number, if applicable, and ensure that the information relating to each location is up to date at all times. Only DID numbers and / or billable telephone numbers served by BGM and for which the applicable charges are paid can be used as the Calling Subscriber ID for calls to 911.

The use of any other DID number or billable telephone number constitutes a violation of the Agreement and a danger to public safety. In the event that the user is unable to speak during a 911 call, our operator will automatically send emergency services to the address on file. If the user dials 911 while outside of Canada or the United States, our emergency services operator will advise them to hang up and find a local telephone line to dial the emergency services number. emergency (it may not be 911).

Power failure or interruption of broadband service

A power failure or interruption may require the Customer to reset or reconfigure the equipment before using the Service. Power outages or interruptions or Internet Service Provider (ISP) failures or partial interruptions, as well as suspensions / disconnections can prevent the dialing of emergency service numbers, including 911. In the case of Events listed above, a user may need to access traditional telephone service or a cellular phone to place an emergency call. The Customer acknowledges and understands that in the event of breakdown, failure or any other unavailability of his Internet connection or of the related equipment, including but not limited to, an inappropriate modification or any alteration of his computer or of software or related hardware, the Service may not work; Customer will continue to be billed for the Service until Customer itself, or BGM, terminates the Service in accordance with the terms of this Agreement.

Inform others of 911 service restrictions

Customer must inform any user or potential user of the limitations of BGM 911 Service compared to traditional 911 service, as set out above. If a user is uncomfortable with the limitations of BGM 911 Service, Customer should make other means available to them to access 911 services.

Limitation of liability and indemnification relevant to 911 service

Neither BGM, its affiliates, and their respective officers, directors, employees or agents shall be liable for (i) any claim, damage or loss (including without limitation, loss of profits), or ( ii) any damage resulting from an interruption of service or loss of data. The Customer hereby waives all and each of these claims or causes of action resulting from or in connection with any interruption of service or inability to dial 911 from the Customer's telephone line or to access the emergency services personnel unless it is proven that the act or omission constituting the proximate cause of the claim, damage or loss constitutes gross negligence, recklessness or willful mischief by BGM. Subject to the provisions of this agreement, BGM makes no other express or implied warranty of any kind, including without limitation any warranties of merchantability or fitness for a particular purpose.

The Client agrees to defend, indemnify and hold harmless BGM, its affiliates, and their respective officers, directors, employees, agents, and its successors or any other supplier who provides services to the Client or BGM in relationship with this agreement or the service offered, against all claims, losses, damages, fines, penalties, costs, expenses, legal fees, etc., by or on behalf of the Customer, any third party or the user of the services of the Customer in relation to the absence, failure or interruption of the Service, including 911 and / or the inability of the Customer, or any third party or any user of the Service to be able to dial 911, or having access to emergency personnel, as well as improper routing of 911 calls.

911 VoIP Service - User Tips

  • In an emergency, dial 911 to reach an operator at an emergency call center.
  • Be prepared to give your location, a number to call you back and the nature of the emergency.
  • Do not hang up unless the call center operator tells you to.
  • If you lose the call, redial 911. The operator will try to call you back if they have your phone number.
  • Make sure your VoIP service and Internet service are configured and initialized correctly.
  • Inform all users or potential users of the limitations of VoIP 911 service and the tips mentioned above.
  • Affix the VoIP 911 Warning stickers prominently on your IP telephony devices or in a location clearly visible to all users or potential users.