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FAQ: 911 Calling with TekTalk

Does TekTalk provide access to 911 Services?

Yes, we do offer access to emergency 911 services, but there are some differences and limitations in how 911 calling via TekTalk operates relative to 911 calling via traditional telephone services.

How does 911 calling via TekTalk differ from the traditional telephone services?

With traditional 911 telephone services, your call is sent directly to the nearest emergency response centre. In addition, your call-back number and last address are visible to the emergency response call-centre. With 911 calling via TekTalk, your call is sent to a national emergency call-centre. Whether or not your call-back number and the last address registered with us for your TekTalk Service are visible to the emergency call-centre operator, you will be asked to confirm your location. The call-centre operator will then transfer you to the emergency response centre nearest your location. You should be prepared to provide your name, address and call-back number with the operator. Do not hang up unless told directly to do so.

What happens if I am unable to speak during my 911 call?

If you are unable to speak during a 911 call, and the call-centre operator has access to a call-back number and last registered address associated with your TekTalk Service, the operator will transfer the call to the emergency response centre closest to that address. In order for emergency services to be dispatched to the correct address in such cases, you must ensure that the registered address that you have provided to us is always the same as the physical address where your TekTalk service is located. Whenever you move the physical location of your TekTalk Device or you add a line, you must update your registered address accordingly. Address registrations and updates may be completed here:

What happens if my 911 call gets disconnected?

If your 911 call gets disconnected, you should immediately dial 911 again.

Does network congestion cause any problems with 911 calling?

It is possible that there may be a reduction of the speed in the routing of 911 calls via TekTalk during periods of heavy network congestion.

What happens to 911 calling if there’s a power or broadband outage, or if my broadband is disconnected?

911 calling will not function in the event of a power or broadband outage. Further, following a power failure or disruption, you may need to reset or reconfigure your TekTalk Device prior to completing calls, including 911 calls.

Do I need to register my address for 911 calling to work?

In order for TekTalk 911 calling to function as intended, yes, you will need to register your address for each changed, newly added or newly ported number. You can register your address here:

Can faulty installation affect 911 calling?

Yes, improper installation or configuration of a TekTalk Device will prevent 911 calling from functioning as intended.

What can I do to prevent improper installation of a TekTalk Device?

Immediately following installation of your TekTalk Device, and following every power outage, you should immediately make a test call from your device to ensure the service is functioning correctly. DON’T CALL 911 EXCEPT FOR EMERGENCIES.

What should I do if my TekTalk Service is not working?

If your TekTalk Service is not working, Call Technical Support at:

  • 1-877-779-1575 (English)
  • 1-800-368-6909 (French)

Why might my 911 Service not work properly?

TekTalk 911 Service might not function correctly, or at all, for the following reasons:

  • If your hardware fails, is not configured correctly, or does not meet our requirements
  • In the event of a high-speed Internet outage
  • In the event of network or power failure
  • If you tamper with or, in some cases, move the hardware
  • Following suspension or termination of your account

Can I access emergency services through the operator?

No, TekSavvy and TekTalk do not currently offer any operator services.

Is TekSavvy responsible for the completion of 911 calls over TekTalk?

No, we do not have any control over whether calls using our 911 service are answered by any local emergency response centre. We are not responsible for the conduct of local emergency response centres and the national emergency calling-centre. We rely on third parties to assist us in routing 911 calls to local emergency response centres and to a national emergency calling centre. Since we rely on third parties to assist us, we deny any and all liability in the event that the third party data used to route the calls is incorrect.

Can my TekTalk 911 Service be restricted, suspended, blocked or terminated without my consent?

Yes, TekSavvy reserves the right to do this in any of the following instances:

  • You are in breach of TekSavvy’s Terms and Conditions
  • You exceed your prescribed credit limit
  • You exceed the reasonable usage limits
  • You have given false, misleading or out-dated information to TekSavvy
  • We suspect fraudulent, unlawful or improper usage
  • You harass, threaten or abuse us or our employees/agents
  • You fraudulently or improperly seek to avoid payment to us
  • We need to install, maintain, inspect, test, repair, remove, replace, investigate, protect, modify, upgrade or improve the operation of the Services, the hardware or our facilities or networks
  • Any account or service on which TekTalk depends is terminated for any reason
  • We reasonably believe that there is an emergency or extreme circumstance that would warrant such action

How can I re-register my restricted, suspended, blocked or terminated TekTalk?

First, you should check to see if you have an outstanding balance that needs to be paid. If the problem persists, please call Technical Support at:

  • 1-877-779-1575 (English)
  • 1-800-368-6909 (French)
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