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Home Phone (the Service) is provided through a technology called VoIP, or Voice over Internet Protocol. 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.

These E911 Terms and Limitations apply to customers of Xplore Inc. and Xplore Fibre L.P. (collectively, “Xplore”). By accepting the terms outlined herein, you acknowledge and understand that the Service does NOT support traditional 9-1-1 access to emergency services. Xplore 9-1-1 dialing cannot be used in conjunction with a soft phone application and is only available on Xplore’s certified Equipment.

You agree to notify all residents, guests and other persons that may be present at the location from which the Service is available on the nature and limitations of 9-1-1 emergency calls on the Service as described herein.

When an Xplore Subscriber or user dials 9-1-1, the call is routed to a third-party call centre which will then transfer the call to the local emergency service corresponding to your address of record on your account. Xplore relies on third party services for the forwarding of information underlying such routing and accordingly Xplore and its third party provider(s) disclaim any and all liability or responsibility in the event such information or routing is incorrect. This call centre is different from the centre 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.

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.

The Service will attempt to automatically provide the 9-1-1 dispatcher or emergency service operator with the name, address and telephone number associated with your account. 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.

You authorize Xplore to disclose your name and address to third-parties involved in providing 9-1-1 dialing including, without limitation, call routers, call centres and local emergency centers.

For each phone line that you utilize with the Service, you must register with Xplore the physical location where you will be using the Service with that phone line. Your initial location will be registered as a part of activation of the Service. It is your responsibility to confirm the accuracy of your physical address via your online account if you have any changes, additions or transfers of phone numbers. When you move the Equipment to another location, you must update the location of the Equipment. If you do not update the location, or do not correctly identify the actual location where you are located, 9-1-1 calls may be misdirected to an incorrect emergency site. You may update a location by logging onto your online account at For purposes of 9-1-1 dialing, you may only register one location at a time for each phone line.

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.

You acknowledge that there may be a greater possibility of network congestion and/or reduced speed in the routing of a 9-1-1 call made utilizing the Service as compared to traditional 9-1-1 dialing over traditional public telephone networks. You acknowledge and understand that ALL Service, including the 9-1-1 service will not be available in the event of power failure, disruption or loss of your Internet connection for any reason. Power failure or disruption may require that you reset or reconfigure the Equipment in order to re-establish the Service and the availability of the 9-1-1 service.

You acknowledge and understand that a service outage for ANY reason will terminate the availability of ALL Service, including 9-1-1 service.

You acknowledge and understand that suspension or termination of the Service or your Internet connection for any reason, including for billing or non-payment of charges payable, will terminate the availability of ALL Service, including 9-1-1 service.

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