Important 9-1-1 Information

AirComPlus provides phone line services using VoIP phone technology. We want to ensure that you are aware of important differences in the way the 9-1-1 service operates with a VoIP phone in comparison to traditional telephone services. Here’s what you need to keep in mind:

Differences between traditional 9-1-1 service and VoIP phone 9-1-1

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

Remember to verify your location

Because you can move your VoIP phone between locations, and because, for technical reasons, the emergency operator may not have your name, location or contact information available, you must immediately inform the emergency operator of your location and contact particulars any time you call 9-1-1. Do not risk sending police or ambulance services to the wrong location.

Be prepared during any service interruption

The VoIP phone service depends not only on your continued subscription (and payment) for the service, but also on Internet connectivity and power to function. In the event of power, network or Internet outages (including congestion), or if your service is disconnected or suspended due to non-payment, 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) 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.

Keep your service address up to date

AirComPlus Inc. will attempt to provide the emergency operator with your service address, so please ensure that your information on file with us is always accurate and updated. If you do not do this (for example, if you are unable to speak during a 9-1-1 call), the emergency operator may assume that you are calling from the last registered address. Your current service address information can be updated through the AirComPlus website using the link "https://aircomplus.com/911.html".

Inform other users

You must notify members of your household and other potential users of your VoIP phone service of the nature and limitations of 9-1-1 emergency calls. To make this easier, attach the included stickers in a visible location on your telephone sets.

Traveling with VoIP Phone

Another difference between traditional phone lines and VoIP phones is that you can use VoIP Phone services anywhere. VoIP phone service is portable to any location with broadband Internet access. Since the national emergency call centre uses the address you provide to determine the nearest emergency response centre, you must update your new location when you move, or travel with your AirComPlus Home Phone in Canada or the USA,. Simply log into https://aircomplus.com/911.html/ to update your address.

It should be noted that customers traveling outside of the USA and Canada will not have 9-1-1 Dialing services.

Terms of VoIP Service

This section contains important provisions regarding the AirComPlus VoIP service, including limitations in the 9-1-1 calling feature.

AirComPlus VoIP service

VoIP services allow you to make or receive telephone calls over the Internet to or from the public switched telephone network. The nature of VoIP telephone calls, while appearing similar to traditional telephone calling services, create unique limitations and circumstances, and you acknowledge and agree that differences exist between traditional telephone services and VoIP telephone services, including the lack of traditional 9-1-1 emergency services.

9-1-1 service

Because of the unique nature of VoIP telephone calls, emergency calls to 9-1-1 through your VoIP service will be handled differently than traditional phone services. The following provisions describe the differences and limitations of 9-1-1 emergency calls, and you hereby acknowledge and understand the differences between traditional 9-1-1 services and VoIP calls with respect to 9-1-1 calls placed to emergency services from your account as described below.

Placing 9-1-1 calls

When you make a 9-1-1 emergency call, the VoIP service will attempt to automatically route your 9-1-1 call through a third-party service provider to the Public Safety Answering Point (PSAP) corresponding to your address of record on your account. However, due to the limitations of the VoIP telephone services, your 9-1-1 call may be routed to a different location than that which would be used for traditional 9-1-1 dialling. For example, your call may be forwarded to a third-party specialized call centre that handles emergency calls. This call centre is different from the PSAP that would answer a traditional 9-1-1 call, which has automatically generated your address information, and consequently, you may be required to provide your name, address and telephone number to the call centre.

How your information is provided

The VoIP service will attempt to automatically provide the PSAP dispatcher or emergency service operator with the name, address and telephone number associated with your account. However, for technical reasons, the dispatcher receiving the call may not be able to capture or retain your name, phone number or physical location. Therefore, when making a 9-1-1 emergency call, you must immediately inform the dispatcher of your location (or the location of the emergency, if different). If you are unable to speak, the dispatcher may not be able to locate you if your location information is not up to date.

Correctness of information

You are responsible for providing, maintaining and updating correct contact information (including name, residential address and telephone number) with your account. If you do not correctly identify the actual location where you are located, or if your account information has recently changed or has otherwise not been updated, 9-1-1 calls may be misdirected to an incorrect emergency response site.

Disconnections

You must not disconnect the 9-1-1 emergency call until told to do so by the dispatcher, as the dispatcher may not have your number or contact information. If you are inadvertently disconnected, you must call back immediately.

Connection time

For technical reasons, including network congestion, it is possible that a 9-1-1 emergency call will produce a busy signal or will take longer to connect when compared with traditional 9-1-1 calls.

9-1-1 calls may not function

For technical reasons, the functionality of 9-1-1 VoIP emergency calls may cease or be curtailed in various circumstances, including but not limited to failure of service or your service access device — if your system access equipment fails or is not configured correctly, or if your VoIP service is not functioning correctly for any reason, including power outages, VoIP service outage, suspension or disconnection of your service due to billing issues, network or Internet congestion, or network or Internet outage in the event of a power, network or Internet outage; you may need to reset or reconfigure the system access equipment before being able to use the VoIP service, including for 9-1-1 emergency calls; and changing locations — if you move your system access equipment to a location other than that described in your account information or otherwise on record with AirComPlus.

Alternate services

If you are not comfortable with the limitations of 9-1-1 emergency calls, AirComPlus recommends that you terminate the VoIP services or consider an alternate means for accessing traditional 9-1-1 emergency services.

Inform other users

You are responsible for notifying, and you agree to notify, any user or potential users of your VoIP services of the nature and limitations of 9-1-1 emergency calls on the VoIP services as described herein.

Liability

Customers are advised to review this section with respect to AirComPlus limitations of liability.

Limitations of Liability for VoIP Phone Service

AirComPlus relies on third parties to route 9-1-1 calls to local emergency response centres and to a national emergency calling centre. Since AirComPlus does not have direct control of the manner in which 9-1-1 dialling services are answered or responded to, AirComPlus disclaims all responsibility for the conduct of third parties in routing and responding to 9-1-1 calls. AirComPlus and its affiliates, directors, employees & agents will not be liable for any claims, damages, losses and expenses including legal fees and expenses that are suffered or incurred arising directly or indirectly out of or relating to the 9-1-1 service with AirComPlus VoIP services.

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