Basic 911 Service

When you dial 9-1-1 from your Solo Mobile phone, your call is routed to the emergency operator for your area. 9-1-1 emergency operators are provided by local emergency providers and may vary by region.

Some regions may not have a 9-1-1 call centre and you may be required to dial alternate numbers to directly reach local police, fire and/or ambulance services.

What is e911 Phase One?

Phase One of the enhanced 911 service (e911), in most areas with 911 service, provides 911 emergency operators with your mobile device number and area code as well as approximate location information. The operator will know the location of the cellular tower handling your call.

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What is e911 Phase Two?

Solo Mobile is working with industry representatives and local, provincial, and national government agencies to maintain and improve today’s 911 services.

Phase Two of e911 service allows for 911 emergency operators to more accurately locate a Phase Two-ready mobile device. Solo Mobile has been ready to route calls with e911 Phase Two information as of February 2010. Full e911 Phase Two services may not be available to you in all areas if the local emergency operators are not ready to receive your Phase Two call information.

Where is e911 Phase Two available?

e911 Phase Two service is available in most Bell Mobility coverage areas of BC, Alberta, Saskatchewan, Manitoba, Ontario, Quebec, New Brunswick, PEI and Nova Scotia.

Check your local telephone book for emergency services telephone numbers. You can also contact local emergency operators to find out about the availability of 911 services in your area. Do not dial 911 for this information.

Is my mobile phone e911 Phase Two-ready?

The majority of Solo mobile phones are e911 Phase Two-read; exceptions are listed below. If your phone is not on the list, then it is ready for e911 Phase Two.

***Important*** Use this list only if you have purchased your phone from Solo Mobile or an authorized Solo Mobile dealer. Solo cannot provide information on e911 Phase Two capabilities on phones not purchased from Solo or an authorized Solo Mobile dealer. Please contact your phone retailer if you are unsure.

If your mobile phone is not e911 Phase Two ready, you can still dial 911. Always give the operator your name, mobile phone number (including the area code) and location.

Manufacturer Model
Audiovox CDM-8200
Audiovox PRT9100
Audiovox THERA
BlackBerry® 6750 Black
BlackBerry® 6750 Blue
BlackBerry® 7130
Kyocera 2255
Kyocera 5135
Kyocera QCP2035
Kyocera QCP6035
Motorola STARTAC 8600
Motorola STARTAC ST7867
Motorola 120C BLACK
Motorola 270C
Motorola 60c
Motorola 60c Blue Marble
Motorola 60ci
Motorola M800
Motorola P8767
Motorola ST7860
Motorola TIMEPORT 720
Motorola V120C BLUE
Motorola V2267
Motorola V3620
Neopoint SMART PHONE NP1000
Nokia 3586
Nokia 6185
Qualcomm QCP 2700
Qualcomm 2760
Qualcomm QCP 2700F
Samsung 1530
Samsung 2530
Samsung M620
Samsung N370
Samsung SCH-3530
Samsung SPH-T130

How does e911 Phase Two technology work?

When you dial 911 in areas where e911 Phase Two is available, your location is provided to emergency operators. Solo Mobile phones that support e911 Phase Two can use either the Global Positioning System (GPS) or cell-site triangulation to provide location information depending on the model and the reception conditions.

Some Solo Mobile phones support both GPS and cell-site triangulation and others support only cell-site triangulation. When you dial 911 in areas where e911 Phase Two is available, the location system automatically selects the best method to determine your location. Please check the e911 Phase Two compatibility list to see if your Bell mobile phone is supported. If your phone is not supported you can still dial 911 as you will still be supported by e911 Phase One.

GPS uses radio signals from satellites to calculate the mobile phone’s location (similar to car navigation systems). GPS radio signals may be affected by weak signals, in covered areas or underground areas.

For e911 Phase Two-capable mobile phones that do not support GPS, or when GPS signals are weak or not available, cell-site triangulation is used. Cell-site triangulation uses radio signals from cell towers to calculate the mobile’s location. Cell-site triangulation may be affected by weak signals, in covered areas or underground locations. It also may be limited in areas served by fewer than three cell towers (e.g., in remote rural areas).

When calling 911, always give the operator your name, mobile phone number (including the area code) and location, in case you are in an area not equipped with mobile e911 service.

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What are the limitations of e911?

Remember that calls to 911 (like any call from a mobile device) are affected by the signal strength in your location. For example, your call to 911 may be affected if you make it from a covered or underground location.

Also, some 911 services may not work if you purchased your mobile device through a provider other than Solo or one of its authorized dealers and now use it with a Solo SIM card.

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What is the cost of e911?

Solo Mobile’s fees to route your 911 calls are set by your rate plan. In some provinces, an additional fee is charged as requested by the provincial governments. This fee is 40¢ per month in Quebec.

There is no per-minute charge for 911 calls on your Solo Mobile phone.

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911 tips

  • Do not program 911 into your speed dial. This will increase the likelihood of accidental calls.
  • When calling 911, always give your name, mobile phone number (including area code) and location, in case you are in an area not equipped with e911 service. In areas where 911 service does not include Phase One or Phase Two enhancements, your call will be connected to the 911 call centre but your mobile number and location information will not be displayed to the 911 emergency operator.
  • Stay on the device with the operator as long as required. Remember that Solo Mobile customers can call 911 without any per-minute charges.
  • Leave your mobile phone turned on after hanging up in case the operator needs to call you back.
  • Stay on the phone with the operator if you experience a few seconds of intermittent audio at the beginning of your call. Do not hang up and call back. This is a normal operation and may occur while the network is processing your location information.
  • See Solo Mobile’s coverage map to find out where the Solo Mobile network is available.

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Issues with Dialing 9-1-1 Using 3rd Party VoIP Apps on select Android devices

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 Solo Mobile and it could affect customers with any wireless service provider. We have notified Google whos are currently working with their Google Play developers to help resolve the issue.

We recommend customers avoid using VoIP apps from Google Play as their default dialer until this issue is resolved.

To avoid using VoIP apps from Google Play 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 dialing calls (e.g. Skype or Viber)
  4. Scroll down to the "Launch by default" section and click on the "Clear defaults" button

IMPORTANT NOTE: To prevent this issue from reoccurring, we recommend choosing your native phone dialer to place calls until this issue is resolved.

Please visit the Canadian Wireless Telecommunications Association (CWTA) page to learn more

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