There are important limitations to consider when using WiFi Calling to make 9-1-1 calls due to the nature of Voice Over Internet Protocol (VoIP) technology.

Emergency calls using VoIP are handled differently than calls made on a mobile network.

Your 9-1-1 Emergency Location

During the initial set up of WiFi Calling on your phone, you'll be asked to enter the full address for your location (your 9-1-1 Emergency Address) because the 9-1-1 operator will not know your location if the call was placed using WiFi calling unless you can tell them directly. In the event that you cannot communicate your current location to the 9-1-1 operator, they will rely on the last emergency 9-1-1 location and address you saved in the WiFi Calling settings on your phone.

Your device will automatically prioritize the use of any available mobile network for a 9-1-1 call, and will rely on WiFi Calling as a backup.

Note: You may only register one 9-1-1 Emergency Address at a time and you are solely responsible for updating your emergency address. You can update your location through the WiFi Calling settings on your phone.

Updating your emergency address on iPhone

To update your 9-1-1 emergency address on your iPhone, follow the steps below:

  1. Connect your phone to a WiFi network with Internet access
  2. Tap Settings
  3. Select Phone
  4. Tap Wi-Fi Calling
  5. Tap on Update Emergency Address
    • You will be prompted to fill out a form to update your 9-1-1 emergency address

Updating your emergency address on Android

To update your 9-1-1 emergency address on your Android phone, follow the general steps below:

  1. Connect your phone to a WiFi network with Internet access
  2. Open the Phone app
  3. Tap the Menu button
  4. Tap Settings
  5. Search for Wi-Fi Calling and tap on it
  6. Look for text that allows for the option to update your Emergency Address

Placing Emergency Calls

If you use WiFi Calling to make an emergency 9-1-1 call (because a mobile network is unavailable), the call will be automatically transferred to a specialized 9-1-1 call centre. This call centre is different from the Public Safety Answering Point (PSAP) that would answer a traditional emergency call.

The 9-1-1 call centre operator will then transfer your call to the correct PSAP or emergency responder based on the location you verbally provide. If you're unable to communicate your current location, the operator will transfer your call based on the 9-1-1 Emergency Address you specified during set up.

When using WiFi Calling to dial 9-1-1, you must immediately inform the operator of your location (or the location of the emergency, if different) if you're able to. You should also be prepared to provide your callback number to the operator. You must not disconnect the 9-1-1 call until instructed to by the operator, as they may not have recorded your number or contact information. If you are inadvertently disconnected, you must call back immediately.

Service Outages

During internet or dedicated connection service outages for any reason whatsoever, WiFi Calling (including 9-1-1 service using WiFi) will not work.

Loss of Service Due to Power Failure

In the event of a power failure, WiFi Calling (including 9-1-1 service using WiFi) will not work. If there is an interruption in the power supply, 9-1-1 service will not work until power is restored.

Connection Time and Technical Difficulties

WiFi Calling (including 9-1-1 service using WiFi) will not work if your internet or WiFi equipment are not configured correctly, do not have the bandwidth to carry a call, or if WiFi Calling isn't working for any reason, including, but not limited to network or internet congestion, service disconnection due to billing issues, or breach of your service agreement with Shaw Mobile.

If you leave the WiFi network you originally made the 9-1-1 call from, even if you simultaneously move to a new WiFi network, your 9-1-1 call will drop.

9-1-1 Text (T9-1-1)

WiFi Calling does not support the T9-1-1 (Text to 9-1-1) feature.

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