VOIP Terms of Service

VOIP – Terms of Service

THIS SECTION CONTAINS IMPORTANT PROVISIONS, INCLUDING THOSE
REGARDING 9-1-1 SERVICE 

Description: VoIP services allow you to make or receive telephone calls over the Internet to or from the public switched telephone network.  The nature of VoIP telephone calls, while appearing similar to traditional telephone calling services, create unique limitations and circumstances, and you acknowledge and agree that differences exist between traditional telephone service and  VoIP telephone services, including the lack of traditional 9-1-1 emergency services.

9-1-1 service: Because of the unique nature of VoIP telephone calls, emergency calls to 9-1-1 through your VoIP service will be handled differently than traditional phone service.  The following provisions describe the differences and limitations of 9-1-1 emergency calls, and you hereby acknowledge and understand the differences between traditional 9-1-1 service and VoIP calls with respect to 9-1-1 calls placed to emergency services from your account as described below.

Placing 9-1-1 calls: When you make a 9-1-1 emergency call, the VoIP service will attempt to automatically route your 9-1-1 call through a third-party service provider to the Public Safety Answering Point (“PSAP”) corresponding to your address of record on your account.  However, due to the limitations of the VoIP telephone services, your 9-1-1 call may be routed to a different location than that which would be used for traditional 9-1-1 dialing.  For example, your call may be forwarded to a third-party specialized call centre that handles emergency calls.  This call centre is different from the PSAP that would answer a traditional 9-1-1 call which has automatically generated your address information, and consequently, you may be required to provide your name, address, and telephone number to the call centre.

How your information is provided: The VoIP service will attempt to automatically provide the PSAP dispatcher or emergency service operator with the name, address and telephone number associated with your account.  However, for technical reasons, the dispatcher receiving the call may not be able to capture or retain your name, phone number or physical location.  Therefore, when making a 9-1-1 emergency call, you must immediately inform the dispatcher of your location (or the location of the emergency, if different).  If you are unable to speak, the dispatcher may not be able to locate you if your location information is not up to date.

Correctness of information: You are responsible for providing, maintaining, and updating correct contact information (including name, residential address and telephone number) with your account.  If you do not correctly identify the actual location where you are located, or if your account information has recently changed or has otherwise not been updated, 9-1-1 calls may be misdirected to an incorrect emergency response site.

Disconnections: You must not disconnect the 9-1-1 emergency call until told to do so by the dispatcher, as the dispatcher may not have your number or contact information.  If you are inadvertently disconnected, you must call back immediately.

Connection time: For technical reasons, including network congestion, it is possible that a 9-1-1 emergency call will produce a busy signal or will take longer to connect when compared with traditional 9-1-1 calls.

9-1-1 calls may not function: For technical reasons, the functionality of 9-1-1 VoIP emergency calls may cease or be curtailed in various circumstances, including but not limited to:

Failure of service or your service access device—if your system access equipment fails or is not configured correctly, or if your VoIP service is not functioning correctly for any reason, including power outages, VoIP service outage, suspension or disconnection of your service due to billing issues, network or Internet congestion, or network or Internet outage in the event of a power, network or Internet outage; you may need to reset or reconfigure the system access equipment before being able to use the VoIP service, including for 9-1-1 emergency calls; and changing locations—if you move your system access equipment to a location other than that described in your account information or otherwise on record with Stubbs Communications.

Alternate services: If you are not comfortable with the limitations of 9-1-1 emergency calls, Stubbs Communications recommends that you terminate the VoIP services or consider an alternate means for accessing traditional 9-1-1 emergency services.

Inform other users: You are responsible for notifying, and you agree to notify, any user or potential users of your VoIP services of the nature and limitations of 9-1-1 emergency calls on the VoIP services as described herein.

Liability: Customers are advised to review this section with respect to Stubbs Communications limitations of liability.  

911 Emergency Services

Limitation of Liability:

We will not be liable to you or to any third party for any inability to use the Stubbs Communications Inc. services or to obtain access to 911 emergency services as a result of the limitations as set out below:

i)               If you Adaptor or other equipment fails or is not configured correctly;

ii)             In the event of a internet outage or extended power failures;

iii)            If you tamper or move your Adaptor or other Equipment to a location other than your service address;

iv)            Following suspension or termination of your Service Agreement.

In order for VOIP 911 service to function properly, you must use the Adaptor which forms part of the Equipment we have provided you and other Equipment at your service address. We will not be liable to you or to any third party for your failure to comply with this requirement.

911 Calling Procedures:

Calls to 911 are routed to a national emergency call centre. The call centre operator will confirm your location information and then transfer your 911 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 911 again.

Registration of Physical Location Required:

You should ensure your location information, when registered with Stubbs Communications Inc. is kept current at all times. In the case you are not able to speak during the 911 call, the call taker would dispatch emergency response vehicles to your last registered address. You need to update your 911 information if you move your device to a different location. You can call Stubbs Communications Inc. at 519-296-5565 or 1-800-263-0626 or visit our website at www.stubbsco.com and go to the Contact Us tab to update your new address.

Service Outages:

The 911 service will not function in the event of a power or broadband outage or if your broadband, ISP or Stubbs Communications Inc. service is suspended or disconnected. Following a power failure or disruption, you may need to reset by unplugging, or reconfigure your Device prior to utilizing the Service. You can contact Technical Support at 1-877-963-1840 for assistance with this.

Network Congestion:

There may be greater possibility of network congestion and/or reduced speed in the routing of a 911 call made utilizing the Service as compared to E911 Dialing over traditional public telephone networks.

Conveying Limitations to other household residents and guests:

You should inform any household residents, guests or other persons who may be present at the physical location where you utilize the Stubbs Communications Inc. service, of the important differences in and limitations of VOIP 911 service as compared with E911, as set out above.