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What to do during service Outage or Service disruptions

Why does this page matter

In the event of a network outage, it’s critical that customers know how to reach emergency services. This page outlines best practices to help you stay connected and safe.

 

Sections:

  • How to contact emergency services during an uutage
  • What you can do
  • How we support you
  • Technical note

 

How to contact emergency services during an uutage

  • Use a mobile network if available. Mobile networks operate independently of landlines
  • Try alternate mobile networks: Some devices may automatically roam to other networks for emergency calls.
  • Use satellite-enabled devices: Certain phones and wearables can connect via satellite to place emergency calls.
  • Use Over-the-Top apps: Apps like WhatsApp or Signal may work over Wi-Fi if mobile networks are down.
  • Enable Wireless Public Alerts (WPA): Public authorities may attempt to convey important information through wireless public alerts (or satellite-to-wireless where technically feasible). To ensure your device is compatible with WPA messages.

 

What you can do

  • Confirm your device’s emergency capabilities:
    • Check if your phone supports satellite communications or Wi-Fi calling and that Wi-Fi calling is enabled.
    • Ensure location services are enabled for emergency responders.
  • Stay informed:
    • Listen to recorded messages when calling our support line.
  • Monitor local government social media accounts and local radio stations for emergency updates and instructions.
  • Prepare in advance:
    • Save emergency contacts in multiple formats (paper, phone, cloud).
    • Keep backup power sources (e.g., battery packs) for your devices.

     

How We Support You

  • Continuous network monitoring and support:
    • Our dedicated team of network and field technicians are continuously monitoring, upgrading, repairing and optimizing our network, all with the shared goal of providing Canadians with the absolute best experience. We work with a variety of stakeholders – including power partners, city services, government officials and internal teams – to keep systems up and running

 

Technical Note

  • Emergency calls are prioritized over other traffic during congestion where technically feasible and may, depending on circumstances, still function during an outage. However, only attempt to call 9-1-1 during an actual emergency