IMPORTANT:

• Users of select LG devices have been experiencing issues with calling services, including 9-1-1. Find out how to resolve the issue.
• Customers with the Microsoft Teams application installed on their Android device may experience 911 calling issues due to an unintended interaction between the Teams app and the Android operating system. Microsoft has made an app update available to Microsoft Teams users through Google Play. Find out how to resolve the issue.

What is 9-1-1 service?

9-1-1 service provides a three-digit code that you may dial from your mobile phone during an emergency to reach an emergency operator and access emergency services. Not all municipalities provide 9-1-1 service so it's possible that you may be in an area where 9-1-1 service won't work.

In areas where 9-1-1 service is available, it can be provided in one of the following forms:

• Basic 9-1-1 (B9-1-1)
• Enhanced 9-1-1 (E9-1-1)

E9-1-1 service is the most common form, but there are areas of Canada where only B9-1-1 service is provided.

The differences are explained below in the sections for:

• Availability of 9-1-1
• What is Basic 9-1-1 (B9-1-1) service?
• What is Enhanced 9-1-1 (E9-1-1) service?

Tips to remember when calling 9-1-1

• Always provide your name, mobile number (including area code) and location to the operator.
• Stay on the line with the operator as long as required. Calls made to 9-1-1 will not be counted towards the minutes in your rate Plan.
• Don't hang up until the emergency operator tells you to do so.
• Leave your mobile phone turned on after hanging up in case the operator needs to call you back.
• Stay on the line with the operator if you experience a few seconds of intermittent audio at the beginning of your call. Don't hang up and call back. This is a normal operation and may occur while the network is processing your location information.
• Don't program 9-1-1 into your speed dial or contacts. This will increase the likelihood of accidental calls.

Availability of 9-1-1

Calls made to 9-1-1 (like all calls from a mobile phone) are affected by the signal strength in your location. For example, your call to 9-1-1 may be affected if the call is placed from a covered or underground location. 9-1-1 service won't work during network outages, including during Planned hardware or software upgrades.

In addition, 9-1-1 services aren't available in some areas such as Nunavut.

Provincial/Territorial Basic 9-1-1 service is provided in most Lucky Mobile coverage areas in the Northwest Territories, Newfoundland and Labrador and the Yukon.

E9-1-1 service is available in most Lucky Mobile coverage areas only if the local emergency operators that are handling your 9-1-1 call are equipped to receive your GPS / location information. E9-1-1 service is available in most Lucky Mobile coverage areas including:

• British Columbia
• Alberta
• Manitoba
• Ontario
• Quebec
• New Brunswick
• Prince Edward Island
• Nova Scotia
• Northwest Territories

If you're unsure of the availability of B9-1-1 or E9-1-1 services in your area, please contact your local police or fire department or the municipal or provincial emergency service authorities. Don't dial 9-1-1 for this information.

Limitations of your wireless service

Your wireless service, including 9-1-1, may not be available due to environmental or topographical conditions that could affect cellular signal strength or coverage. For example, your call to 9-1-1 may be affected if the call is placed from a covered or underground location.

Lucky Mobile does not guarantee your wireless service, including 9-1-1 service, will work on phones:

• not bought directly from Lucky Mobile, or
• modified in a way which Lucky Mobile hasn't authorized (including, via manufacturer or third party software updates, third party phone unlocking services or phone tampering).

Please note that due to a device GPS issue, 9-1-1 location accuracy may be impacted on some smartphones starting April 6 2019. Learn more

What is basic 9-1-1 (B9-1-1) service?

If you dial 9-1-1 from your mobile phone in an area where B9-1-1 service is provided, your call doesn't provide your location information to the typical emergency response centre for that area.

In some areas, your call may not automatically be sent to the typical emergency response centre for that area and may first be answered by a third-party operator.

You must be ready to provide your location information to the operator who will then route the emergency call to the appropriate emergency centre based on the information you provide.

You may then need to repeat your location since it is not automatically obtained or sent to the 9-1-1 agencies.

What is enhanced 9-1-1 (E9-1-1) service?

E9-1-1 provides emergency operators with your mobile number (including area code) and your approximate location information, as determined by the nearest cellular tower handling the 9-1-1 call.

If you dial 9-1-1 from your mobile phone in an area where E9-1-1 service is available, your call will be sent automatically to the appropriate emergency response centre for your region.

Always provide your name, mobile number (including area code) and location to the operator.

What is text with 9-1-1 (T9-1-1) service?

Text with 9-1-1 (T9-1-1) is a free-of-charge service that allows Deaf or hard of hearing users to communicate with a 9-1-1 call centre in the form of text messaging, also known as Short Message Service (SMS).

T9-1-1 provides the 9-1-1 caller’s mobile number (including area code) and approximate location information to the emergency operator.

T9-1-1 is not available in B9-1-1 areas and is not compatible with Wi-Fi Calling.

For more information, including T9-1-1 service availability, compatible mobile phones, eligibility rules, how to register and how to make a T9-1-1 call, check out luckymobile.ca/T911 page.

Costs

Access to 9-1-1 emergency service is included in your Lucky Mobile plan. Some provinces/territories require Lucky Mobile to remit a 9-1-1 municipal or provincial fee or tax to the applicable government. This fee or tax is included in the cost of your Lucky Mobile Plan, as applicable.

The additional monthly fee is as follows and remains subject to change:

Province/Territory	Monthly Tax
Alberta	$0.95
Saskatchewan	$2.14
Nova Scotia	$0.43
Newfoundland	$0.75
New Brunswick	$0.97
Prince Edward Island	$0.70
Quebec	$0.52 (Effective January 1, 2025, the 9-1-1 fee will increase from 52¢/mo. to 54¢/mo.)
Northwest Territories	$1.70 (Effective January 1, 2025, the 9-1-1 fee will increase from $1.70/mo. to $3.00/mo.).

Limitations of dialling 9-1-1 using third party VoIP apps on select Android phones

An issue has been identified that may affect wireless customers using VoIP-based apps like Viber and Skype on Android OS phones.

If you use one of these apps to make calls, you may be unable to reach 9-1-1 in case of an emergency.

This issue is not specific to Lucky Mobile and it could affect customers with any wireless service provider.

We recommend customers avoid using VoIP apps as their default dialer.

To avoid using VoIP apps as a default dialer and ensure 9-1-1 calls can be made, we strongly recommend customers follow these steps:

1. Select Settings (or system Settings) on your phone.
2. Scroll down to Applications (may be listed as Apps or Application Manager).
3. Select the phone dialer application that was set as the default for dialling calls (e.g. Skype or Viber).
4. Scroll down to the "Launch by default" section and click on tile "Clear defaults" button.