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911 Service

You can dial 911 for emergency assistance, and for Sears Connect Mobile customers, the call is always free! But who do you reach when you place that call?

In many areas, you connect to the 911 service provided by the municipality or province. In other areas, where there is no 911 service, calls are sent to a local emergency service provider prepared to handle the situation (e.g. a local police department). You get the closest emergency assistance available.

Tips for Using 911

When calling 911, always provide 1) your name, 2) wireless phone number and 3) the location you are calling from. And remember, it's important to speak clearly. Unlike wireline-based E911, the emergency operator does not know your actual location until you provide this information. Stay on the line for as long as the 911 operator requires. Calls to 911 are free so take all the time that you need. Leave your handset turned on after hanging up in case the 911 operator needs to call you back. Please do not program 911 into your speed dial. This can lead to accidental calls that take up valuable emergency resources.

A Note About Limitations

Calls to 911 from your wireless phone are subject to the same limitations as regular wireless calls. For example, if you are underground or too far from a wireless network antenna, the quality of your call may be affected, or you may not be able to connect to the network.

Phase One Enhanced 911

Phase One Enhanced 911 or E911 is a computer-aided communication system that helps emergency providers react more quickly and accurately to calls. When you dial 911, the system provides the operator with important information, such as your wireless phone number and the location of the cellular tower handling the call.

E911 helps 9-1-1 operators to quickly identify the most appropriate emergency service to dispatch.

Where E911 is not available, we provide voice connectivity to a local emergency services provider. In this case, neither your wireless phone number nor your location will be displayed to the 911 operator.

Text with 9-1-1 (T9-1-1)

Text with 9-1-1 (T9-1-1) allows customers that are members of the Deaf, Hard of Hearing or Speech Impaired (DHHSI) community to communicate with an emergency 9-1-1 operator via text message once they have registered for the service.

As of January 23, 2014, Sears Connect Mobile is T9-1-1 service ready across Canada (where local emergency 9-1-1 call centres have made the necessary upgrades to support the T9-1-1 service).

View the emergency call centre roll out schedule of the T9-1-1 service at www.textwith911.ca. Registration for this service is now available.

Limitations of T9-1-1

T9-1-1 is not supported for data only devices (i.e. tablets), IP based devices, and landlines.

Accessible Devices for Customers Using T9-1-1

To access the T9-1-1 service, users must have an eligible handset (i.e. the wireless device must support voice and text simultaneously). Non-certified Rogers devices, and unlocked devices now on the Rogers network, have not been tested and may not support the T9-1-1 service.

All wireless devices launched since 2013, and the following wireless devices, have been tested and found to support T9-1-1 service:


BlackBerry® devices (including the Q5, 9360 Curve, 9300 Curve 3G and 8520 Curve)


Doro devices (including the PhoneEasy® 620 and PhoneEasy® 520X)



LG devices (including the A341, L3, Neon 2, Phoenix and Neon)


Nokia devices (including the Lumia 520, X2 and 2720 Fold)


Samsung devices (including the Galaxy Ace II xTM, S275M, Galaxy Q and C414)

 

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