How to Make a T9-1-1 Call

Before you can use T9-1-1:

You must be registered for the T9-1-1 service and establish contact through a voice call to interact with emergency services via text message. A text message that is sent to 9-1-1 from an unregistered cell phone and/or without a voice call will not be received.

Please contact your wireless service provider to register.

Find out if T9-1-1 is available in your area.

How to Make a T9-1-1 Call

  • Unlock the cell phone keypad if it is locked.  Some cell phones do not allow receiving and/or sending text messages if the keypad is locked, even though they allow a user to dial 9-1-1. “Unlocking” means entering your personal password or pressing an unlock button on the phone.
  • Dial 9-1-1 on your cell phone, and press CALL/SEND to place an emergency voice call.
  • Monitor the cell phone display to ensure that the call is connected. Shortly after the call is connected, you should receive an initial text message from a 9-1-1 call centre.
  • The number you will see on your cell phone will have 13 digits and will begin with 555911.
  • Once the initial text message is received, you should reply to this text message and provide the 9-1-1 call taker with the information that they are requesting, such as the nature of the emergency and your location. Keep your text messages brief and concise.
  • In instances where you do not receive replies to your text message, re-send the message.
  • You should keep the 9-1-1 voice call connected during the entire text messaging session if possible. This will permit the 9-1-1 call taker to hear any background noises that can be helpful to assess the emergency, and will provide enhanced 9-1-1 functions.
  • You will know that the T9-1-1 session has been concluded when you receive the message “End of 9-1-1 Call”.
  • After receiving the “End of 9-1-1 Call” message, if you need to further communicate with the 9-1-1 call centre, you will need to initiate a new text session by dialing 9-1-1 to re-establish contact with the 9-1-1 call centre and communicate again by replying to the text message.

Interacting with a 9-1-1 Call Centre during a T9-1-1 Call

If you have registered for the T9-1-1 service but do not receive an initial text message from the 9-1-1 call centre after calling 9-1-1:

  • Ensure that you are using the cell phone with the telephone number that you have registered with the T9-1-1 service.
  • Confirm that you are still in the coverage area.
  • Check to make sure that you have adequate network coverage by looking at your handset.
  • Keep monitoring the cell phone display to ensure that the call is still connected.

Please be patient, especially during peak emergency situations. The 9-1-1 call taker will be making their best effort to quickly send the initial text message.

  • If no response is received within a few minutes, then you may seek an alternate way to get emergency assistance.

You will know that the T9-1-1 session has been concluded when you receive an “End of 9-1-1 Call” message. If no “End of 9-1-1 Call” or further response is received, you can send a text message, asking if the 9-1-1 conversation has ended. If you receive an error message, the T9-1-1 session has ended.

If the session has been concluded, you will need to initiate a new text session by dialling 9-1-1 to re-establish contact with a 9-1-1 call taker and communicate again using text messaging.

What to put in your message

  • The more specific your message, the more quickly help can be sent. An appropriate emergency text messaging format might be:
     
    POLICE: road accident, junction High Street and Bridge Street, City Name
     
    FIRE at 123 Main Street, City Name

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