VoIP 911 · Safety Information
Important 911 safety information.
Important safety information about 911 emergency services with VoIP phone systems. Please read carefully and share with your team.
VoIP 911 Has Limitations
VoIP telephone service works differently from traditional landline service when it comes to 911 emergency calls. While DVGVoIP provides CRTC-compliant Enhanced 911 (E911) service with every account, there are important limitations that every user should understand.
What You Need to Know
Three key differences between VoIP 911 and traditional landline 911.
Location Is Not Automatic
Unlike a landline, VoIP 911 does not automatically detect your physical location. Emergency services rely on the registered service address on file. If your phone is used at a different location, responders may be sent to the wrong address.
No Internet = No 911
VoIP 911 requires an active internet connection. During internet outages or power failures, you will not be able to place 911 calls unless your modem, router, and VoIP equipment have battery backup (UPS).
Address Must Stay Current
If you move your VoIP equipment — even temporarily — you must contact DVGVoIP to update your registered 911 address before using the service at the new location. This applies to remote workers, temporary offices, and equipment relocations.
Your Responsibilities
As a DVGVoIP customer, you share responsibility for ensuring 911 service works correctly for your team. Here's what we need from you:
- Keep your address current. Notify DVGVoIP immediately when any phone or extension is moved to a new physical location.
- Inform your team. Make sure everyone who uses the phone system understands these 911 limitations.
- Post a notice. Place a visible notice near each VoIP phone reminding users of the limitations. Download a printable notice below.
- Keep a backup. Maintain a charged mobile phone as a backup method for reaching 911 during internet or power outages.
- Install a UPS. A battery backup on your modem, router, and PoE switch keeps VoIP running during short power interruptions.
What DVGVoIP Does
We take 911 seriously and build compliance into every deployment:
- CRTC-compliant E911. Every DVGVoIP account includes Enhanced 911 service that transmits your registered address to the local dispatch centre.
- Address registration. We register a 911 address for every DID (phone number) during setup.
- Multi-site support. For businesses with multiple locations, we register each site's address independently.
- Annual reminders. We send an annual 911 safety advisory to all customers — this page is your permanent reference.
- Same-day address updates. When you notify us of a location change, we update the 911 registry within one business day.
911 Frequently Asked Questions
Will 911 work if my internet goes down?
No. VoIP 911 requires an active internet connection. If your broadband service is unavailable — whether due to an outage, equipment failure, or the ISP being down — you will not be able to place 911 calls using your VoIP phones. We strongly recommend:
- A battery backup (UPS) for your modem, router, and PoE switch
- Keeping a charged mobile phone accessible as a backup 911 device
Will 911 work during a power outage?
Only if your modem, router, and VoIP equipment (including the PoE switch powering your desk phones) are connected to a UPS battery backup. Without battery backup, a power outage will disable your VoIP service entirely — including 911.
What happens if I move my phone to a different location?
You must contact DVGVoIP immediately to update your registered 911 address. VoIP phones work anywhere with internet access, but the 911 system will dispatch emergency responders to the address on file — not your actual location. This is especially important for:
- Remote workers or staff working from home
- Temporary project offices or construction sites
- Moving to a new office location
- Taking a desk phone to a different building or floor
Is VoIP 911 the same as landline 911?
No. Traditional landline 911 automatically transmits your physical location to the dispatch centre using the phone company's wiring records. VoIP 911 (Enhanced 911 / E911) relies on the registered service address that DVGVoIP has on file. The address must be kept current — it is your responsibility to update it when equipment is moved.
How do I update my 911 address?
Contact DVGVoIP by email or phone:
- Email: support@dvgvoip.com
- Phone: (807) 700-7111
Address updates are processed within one business day. Always update your address before using VoIP service at a new location.
Do mobile apps (3CX on my cell phone) support 911?
911 calls placed through the 3CX mobile app will use your registered VoIP 911 address — not your phone's GPS location. If you are away from your registered office, use your mobile phone's native dialer to call 911, not the 3CX app. The native dialer provides your actual GPS location to emergency services.
What about work-from-home employees?
Each remote worker using a DVGVoIP phone or softphone needs their home address registered as their 911 address. Contact DVGVoIP during onboarding to set this up. If a remote employee moves to a new home, the address must be updated immediately.
Do I need to post a notice near our phones?
Yes — we strongly recommend it. The CRTC requires VoIP providers to inform users about 911 limitations. Posting a brief notice near each VoIP phone is the easiest way to keep your team aware. A printable notice is available below.
Does DVGVoIP charge extra for 911 service?
No. CRTC-compliant Enhanced 911 (E911) is included with every DVGVoIP account at no additional charge. A small 911 fee may appear on your invoice — this is the regulated per-line surcharge mandated by the CRTC, not a DVGVoIP charge.
Printable 911 Notice
Print and post this near each VoIP phone in your office.
VoIP 911 Notice
This phone uses VoIP (internet-based) telephone service.
- 911 calls are routed based on the registered address on file, not your physical location.
- If this phone has been moved, contact DVGVoIP at (807) 700-7111 to update the 911 address.
- 911 will not work during internet or power outages unless battery backup is in place.
- In an emergency without internet or power, use a mobile phone to call 911.
DVGVoIP — (807) 700-7111 — support@dvgvoip.com — dvgvoip.com/911-information