9-1-1 Dialing

hook™ offers a form of 9-1-1 service (9-1-1 Dialing) that is similar to traditional 9-1-1 service but has some important differences and limitations when compared with Enhanced 9-1-1 service (E9-1-1) available in most locations in conjunction with traditional telephone service. With both traditional 9-1-1 and E9-1-1 service, your call is sent directly to the nearest emergency response centre. In addition, with E9-1-1 service, your call back number and address are visible to the emergency response centre operator. With hook™'s 9-1-1 service, your call is sent to a national emergency call centre. The call centre operator will confirm your location information and then transfer your 9-1-1 call to the emergency response centre nearest your location. You should be prepared to confirm your address and call-back number with the operator. Do not hang up unless told directly to do so and if disconnected, you should dial 9-1-1 again.

Your 9-1-1 Dialing service is enabled when sign up for hook™ service. You should ensure your location information is kept current at all times. This information can be updated by logging into the hook™ website, clicking on the "Admin" tab, and then selecting the "9-1-1 Address" option. In case you are not able to speak during the 9-1-1 call, the operator will dispatch emergency response vehicles to your last registered address. Remember that you must update your 9-1-1 information if you move your device to a different location, travel in Canada with your hook™ service, and if you add a new line to your account.

Remember that your 9-1-1 Dialing service will not function in the event of a power or broadband outage or if your broadband, ISP or hook™ service is suspended or terminated. We suggest purchasing a UPS (uninterrupted power supply) from a local retailer to ensure that your hook™ VoIP adaptor stays powered during short power failures.

You should inform all household residents, guests and other persons who may be present at the physical location where you utilize hook™, of the important differences and limitations of VoIP 9-1-1 Dialing service as compared with E9-1-1 service as set out above.

Traveling with 9-1-1

Unlike traditional phone lines, you can use hook™ anywhere. hook™ 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 hook™ in Canada or the USA. Simply log into your account at www.ihook.com, click on the "Admin" tab, and then click on the "9-1-1 Address" menu option to update your address.

Customers traveling outside of the USA and Canada will not have 9-1-1 Dialing services.