About 911

Important Information about 911

  • 1. Unlike traditional phone lines, you can use your VoIP Eyesurf phone almost anywhere. Eyesurf service is portable to any location with broadband Internet access. Since Eyesurf uses the address you provide to determine the nearest emergency response centre, when you move or travel with your phone adapter within Canada, you must update your new location. Regardless of the internet connection you may have while traveling, the emergency response centre may not receive your phone number or correct physical location information when you place a 9-1-1 call, so it is important you are ready to give them your current location.
  • 2. Eyesurf will provide you with a web portal to temporarily update you information should you choose to travel with your Eyesurf phone. For temporary changes, the effects will only last for a maximum of 7 days. For permanent address changes you will need to contact Eyesurf directly, either by telephone or e-mail to update your permanent address information.
  • 3. It is also important to note that for customers traveling outside of Canada dialing 911 may not work and/or your address information may not be sent to the emergency response personnel, thus it is recommended you keep an additional method of contacting emergency services, or be prepared to tell the emergency services operator what your current location is.
  • 4. Please note that it can up 48 hours before your new settings take effect. Remember, when you make changes to your location, you will need to update your 911 information again.

User Tips

The following are some User Tips which should help you along the way in your understanding of the Eyesurf VoIP 911 service.


  • 1. It is important to note that VoIP 911 service you have subscribed to has certain limitations relative to Enhanced 911 service that is available on most traditional telephone services.
  • 2. Be prepared to confirm your location and call-back number with the operator who answers the 911 call since the operator may not have this information easily available.
  • 3. Be aware that the VoIP 911 service may not be available during a power outage, environmental circumstances and will be unavailable during a broadband Internet outage.
  • 4. Make sure that your location information is kept current with your VoIP service provider since the operator may assume that you are at the last registered address if you are not able to speak during a 911 call.
  • 5. Make sure not to hang up until told to do so, and to call back as soon as possible if you get disconnected.
  • 6. Lastly you need to ensure that you understand any 911 limitations of your VoIP service and that you make all other potential users of the service aware of these limitations.
  • 7. If you still have further questions visit our 911 FAQ and Support page, or contact our support team to assist you.