Telephony and 911 service limitations

Important

The 911 service with your digital home phone works differently than with a regular landline phone.

If you call 911 and cannot provide your address or if the call gets disconnected, emergency responders will be sent to the last address you registered with us. That’s why it’s very important to always keep your address up to date.

If your service address needs to be updated, please call us at 1-844-323-EBOX (3269).

User tips concerning EBOX 911 service

Power or Internet Outages

911 service will not work during an electrical power outage, nor will it work if your high-speed Internet service is not functioning. Be sure to use a cell phone in the event of a power or Internet service outage.

When You Call 911

When you call 911, you will need to confirm your name, address, and phone number with the operator. Do not hang up until they tell you to do so. If you hang up or get disconnected, call back immediately.

Calling 911 from abroad

If you dial 911 when you are outside of Canada or the United States, the emergency services operator will advise you to hang up, find a local phone line and dial the appropriate emergency services number (note that it may not be 911).

Keep Your Address Up to Date

Emergency responders will use the address we have on file if you can’t speak during a 911 call. Make sure your address is always correct. You can update it by calling 1-844-323-EBOX (3269).

Possible delays

There may be a delay in connecting your 911 call to areas that don’t use traditional 911 systems.

Tell others about 911 limitations

Make sure everyone who uses your EBOX home phone service knows how 911 service works and its limitations.

Post Your Information Near Your Phone

Keep your address and telephone number information near all phones attached to your EBOX Home Phone Service. This helps everyone quickly provide the right information to the 911 operator in an emergency.