911 notice

Please read this before using Promethyx phone service, and share it with everyone who uses your phones.

Your 911 address

Each Promethyx phone number is registered to the street address of the location it serves. When someone dials 911, the call is sent to the emergency centre for that address, and the address is shown to the call taker.

If a phone or the Promethyx Phone app is used somewhere else, 911 will still report the registered address. Emergency services could be sent to the wrong place. Tell the call taker your actual location right away.

When you move or add a location

Tell us before phones move to a new address, so we can update the 911 address on the numbers. You can do this from the members area under Support, or by email at support@promethyx.ca.

When 911 may not work

• During a power outage, unless your phones and internet equipment have backup power.
• If your internet connection is down or very slow.
• If your account is suspended or your service is disconnected.
• On the Phone app, if the computer is not connected to the internet or the app is not signed in.

Keep another way to call 911 available, such as a mobile phone. Calls to 911 may take slightly longer to connect than on a traditional landline.

Testing

Never place a test call to 911. To check that your address is set up, call 933 from your phone: it reads back the address on file without involving emergency services.