We want to make sure that you are aware of important differences in the way 9-1-1 emergency calling service operates with a VoIP phone system when compared with traditional telephone service.

With traditional phone services, your 9-1-1 call is sent directly to the nearest emergency response centre.

With VoIP service for business, your 9-1-1 call is forwarded to a third-party service provider that will automatically or manually route your call to the emergency response centre. This third-party service provider is different from the Public Safety Answering Point (PSAP) that would answer a traditional 9-1-1 call, which has automatically communicated your address information. Consequently, you may be required to provide your name, address, and telephone number to the call centre.

Remember to provide your location

With VoIP at U of T, each VoIP line has a user associated with it, and user-contact and location information for this user are recorded. While users can move VoIP phones from one location to another, this practise is not condoned, because the location information will no longer be accurate and emergency services may not be able to locate the user associated with the line.

When making a 9-1-1 call from your VoIP phone, confirm that the emergency operator has your correct contact information and location by immediately informing them of:

  • Your name
  • Your location
  • Your contact information

Each phone provided by BroadConnect comes with a sticker that has a reminder to provide this information when making a 9-1-1 call.

If you cannot provide this information, emergency services will be dispatched to the location associated with your VoIP line.


Be prepared during any service interruption

VoIP service depends on Internet connectivity and power to function. In the event of power, network, or Internet outages (including congestion), you may experience a failure, disruption or delay in your 9-1-1 service.
We recommend that you keep an alternative phone service (such as a cellular telephone or a backup Bell landline) handy to increase the reliability of your access to emergency services during any service interruption. 

Do not disconnect

Until you are told to do so by an emergency dispatcher, do not disconnect your 9-1-1 call. If you are inadvertently disconnected, call back immediately.

Inform other users

You must notify those in your organization and other potential users of your VoIP phone service of the nature and limitations of 9-1-1 emergency calls.

Keep your service address up to date

Please ensure that your information on file with us is always accurate and updated. To submit a change to your registered address, please use the link below to update your information.
Update My Address!

Limitations of Liability

BroadConnect Telecom’s terms of service limit and disclaim liability related to VoIP 9-1-1 service, so please see BroadConnect’s Terms of Service.