In the event of an emergency, if you dial 9-1-1 from your mobile phone, your call is routed to the 9-1-1 call centre in your area. Text with 9-1-1 (T9-1-1) indicates to the 9-1-1 call taker that the 9-1-1 caller requires communication in the form of text messaging (SMS). The 9-1-1 call taker will then initiate text messaging to the 9-1-1 caller to gather vital information in order to handle the emergency.

Eligibility and registration

T9-1-1 is for Solo subscribers who are deaf, hard of hearing, or speech impaired. You must register for the T9-1-1 service in order to communicate with a 9-1-1 call centre in an emergency using text messaging.

If you are not deaf, hard of hearing or speech impaired, do not register for T9-1-1. Communicating by T9-1-1 will take longer than a 9-1-1 voice call because typing takes longer than speaking.

To register to T9-1-1, please log in to Solo Self Serve and go to the "My plan and add-ons" tab.

Login to Self Serve

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Charges and billing

T9-1-1 is a free service available to Solo Mobile subscribers who are deaf, hard of hearing, or speech impaired. There is no charge for text messages received from or sent to a 9-1-1 call taker during a T9-1-1 text session.

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Language Preference

The 9-1-1 call taker will attempt to communicate to you via text messages in the language associated with your mobile subscription. If the language associated with your mobile subscription is not correct, please contact customer service.

Local 9-1-1 emergency call centres, being the responsibility of the municipalities in which they operate, will attempt to honour your language choice (English or French) on a best efforts basis, but they may not always have the ability to provide bilingual service.

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How to make a T9-1-1 call

Do not send a text message to the digits 911 to initiate T9-1-1. Read on for details on how to use the T9-1-1 service:

  • If the keypad of your mobile phone is locked, unlock it. Some phones can't receive and/or send text messages when their keypad is locked - even though they will let a user dial 911. "Unlocking" means entering your personal password or pressing an unlock button on the phone.
  • Dial 911 on your mobile phone to place an emergency voice call.
  • Monitor the cell phone display to make sure the call is connected. Shortly after the call is connected, you should receive an initial text message from a 9-1-1 call centre. If you do not receive the initial text message within two minutes, you may end the voice call and redial 911.
  • The number you will see on your mobile phone will have 13 digits and will begin with 555911. This will identify the call centre you are texting with.
  • 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 they are requesting, such as the nature of the emergency and your location. Keep your text messages brief.
  • If possible, you should keep the 9-1-1 voice call connected during the entire text messaging session. This will let the 9-1-1 call taker hear any background noises that can be helpful to assess the emergency, and will provide enhanced 9-1-1 functions.
  • Depending on the province that you live in and the emergency services you require, you may be transferred to a new number that begins with 555911 during your T9-1-1 session to access fire, police or emergency medical services. Always send your message to the current 555911 number.
  • You will know that the T9-1-1 session is over when you receive the message "End of 9-1-1 Call". 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.
  • 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 dialling 911 to re-establish contact with the 9-1-1 call centre and communicate again by replying to the text message.
  • Please consult the Canadian Wireless Telecommunications Association's website for an instructional video on Text With 9-1-1 and other valuable service information.

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What to put in your text message

The more specific your message, the more quickly help can be sent. Examples of the appropriate format for emergency text messages are:

POLICE: road accident, junction High Street and Bridge Street, City Name

FIRE at 123 Main Street, City Name

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Compatible Solo Mobile phones

It is your responsibility to ensure your phone is compatible with T9-1-1 service. Please read further for information on how you can help make sure your device is compatible.

Generally, most 3G and 4G mobile phones will support T9-1-1, as they can support simultaneous wireless text messaging (SMS) and 9-1-1 voice calling. CDMA phones will not support T9-1-1.

To verify if your Solo Mobile phone is compatible, please choose your phone manufacturer:

  • Alcatel OneTouch Idol X (6040A)
  • Alcatel OneTouch Idol Mini (6012A)
  • Alcatel OneTouch Idol 3 (6045I)
  • Alcatel OneTouch Pixi 3 (5017O)
  • Alcatel OneTouch Idol 4 (6055A)
  • Apple iPhone 4
  • Apple iPhone 4S
  • Apple iPhone 5
  • Apple iPhone 5c
  • Apple iPhone 5s
  • Apple iPhone 6 Plus (A1522)
  • Apple iPhone 6 (A1549)
  • Apple iPhone 7 (A1778)
  • Apple iPhone 7 Plus (A1784)
  • HTC One M9 (M9a)
  • HTC 10 (2PS6500)
  • Kyocera Duraforce (E6560C)
  • Kyocera DuraXE (E4710B)
  • LG G2 (D803)
  • LG G4 (H731)
  • LG G4 (H812)
  • LG G5 (H831)
  • LG K4 (K121)
  • LG Nexus 4 (E960)
  • LG Nexus 5 (D820)
  • LG Nexus 5X (LG-H790)
  • LG Optimus G (E973)
  • LG Optimus L1 II (E410B)
  • LG Optimus L5 (E617g)
  • LG Optimus L5 II (E450B)
  • LG X Power (K210)
  • Motorola Atrix (MB860)
  • Motorola Moto G (XT1032)
  • Motorola Moto G (3rd Gen) (XT1540)
  • Motorola Moto G Play (XT1601)
  • Motorola Moto G Plus (XT1641)
  • Motorola Moto Z (XT1650-03)
  • Motorola MotoLuxe (XT615)
  • Motorola Nexus 6 (XT1103)
  • Motorola X Play (XT1563)
  • Nokia Lumia 830 (RM-985)
  • BlackBerry Bold 9790
  • BlackBerry Bold 9900
  • BlackBerry Classic (SQC100-4)
  • BlackBerry Curve 9360
  • BlackBerry DTEK50 (STH100-1)
  • BlackBerry Leap (STR100-2)
  • BlackBerry PRIV (STV100-3)
  • Blackberry Q10 (SQN100-1)
  • Blackberry Q5 (SQR100-1)
  • Blackberry Z10 (STL100-3)
  • Blackberry Z30 (STA100-5)
  • Samsung ATIV S (SGH-t899m)
  • Samsung Galaxy 551 (GT-i5510M)
  • Samsung Galaxy Ace IIx (GT-s7560M)
  • Samsung Galaxy Discover (SGH-s730M)
  • Samsung Galaxy Gio (GT-s5660M)
  • Samsung Galaxy Grand Prime (M-G530W)
  • Samsung Galaxy J1 (K121)
  • Samsung Galaxy J3 (SM-J320W8)
  • Samsung Galaxy Note (SGH-i717M)
  • Samsung Galaxy Note II (SGH-i317M)
  • Samsung Galaxy Note 3 (SM-N900W8)
  • Samsung Galaxy Note 4 (SM-N910W8)
  • Samsung Galaxy Note 5 (SM-N920W8)
  • Samsung Galaxy Note Edge (SM-N915W8)
  • Samsung Galaxy Mega (SGH-I527M)
  • Samsung Galaxy Nexus (GT-i9250M)
  • Samsung Galaxy Rugby (GT-s5690M)
  • Samsung Galaxy Rugby LTE (SGH-i547c)
  • Samsung Galaxy S2 HD LTE (SGH-i757M)
  • Samsung Galaxy S3 (SGH-i747M)
  • Samsung Galaxy S4 (SGH-i337M)
  • Samsung Galaxy S4 Mini (SGH-I257M)
  • Samsung Galaxy S5 (SM-G900W8)
  • Samsung Galaxy S6 edge (SM-G925W8)
  • Samsung Galaxy S6 edge+ (SM-G928W8)
  • Samsung Galaxy S7 (SM-G930W8)
  • Samsung Galaxy S7 edge (SM-G935W8)
  • Samsung Galaxy W (t679M)
  • Samsung Rugby 3 (SGH-a997M)
  • Sonim XP5560 Bolt 2 (XP5560)
  • Sonim XP5560 Bolt 2 IS (XP5560-IS)
  • Sonim XP1520 Bolt SL (XP1520)
  • Sonim XP5 (XP5700)
  • Sonim XP7 (XP7700)
  • Sony Xperia J (ST26a)
  • Sony Xperia M (C1904)
  • Sony Xperia SP (C5306)
  • Sony Xperia T (LT30a)
  • Sony Xperia E1 (D2004)
  • Sony Xperia E3 (D2206)
  • Sony Xperia M4 Aqua (E2306)
  • Sony Xperia X performance (F8131)
  • Sony Xperia XA (F3113)
  • Sony Xperia Z (C6166)
  • Sony Xperia Z Ultra (C6806)
  • Sony Xperia Z1 (C6906)
  • Sony Xperia ZL (C6506)
  • Sony Xperia Z2 (D65030)
  • Sony Xperia Z5 (E6653)
  • Sony Xperia Z5 Premium (E6853)
  • Huawei Ascend Y530 (Y530-U051)
  • Huawei Nova Plus (MLA-L03)
  • ZTE Grand X2 (Z850)
  • Doro 824 (DSB-0020)
  • Google Pixel XL (G-2PW2100)
  • Google Pixel (G-2PW4100)

If your phone is not on the list, then it is not compatible with T9-1-1 service. Use this list only if you have purchased your mobile phone from Solo Mobile or an authorized Solo Mobile dealer. Solo cannot provide compatibility information on phones not purchased from Solo Mobile or an authorized Solo Mobile dealer.

If you are unsure of manufacturer and model of your Solo Mobile phone, you can:

  1. Check the information printed on the box
  2. Check the label in the battery compartment
  3. Check in the phone settings (e.g. Options > About).

You should check the list of compatible phones before changing your phone to ensure that your new phone is compatible with T9-1-1 service.

If you own multiple phones, only the phone(s) assigned to registered mobile phone number(s) will work with T9-1-1 service.

Only the default SMS application on your phone will support T9-1-1. Using any SMS application other than that which comes with your phone, such as a third-party SMS application, may cause T9-1-1 to not function.

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Service Availability

T9-1-1 will only work in Canada, and only in those areas in Canada where Enhanced 9-1-1 or E9-1-1 is available and network upgrades to support T9-1-1 have been completed. Please consult the Canadian Wireless Telecommunications Association to learn if T9-1-1 service is available in the areas where you intend to use wireless service. Check the web site regularly for updates to the service availability.

Even within areas where E9-1-1 is available and the network upgrades have been completed, T9-1-1 may not work if:

  • You are not within coverage of cell towers in the T9-1-1 served area. If users are outside or near the edge of the T9-1-1 served territory, your 9-1-1 call may not reach the appropriate 9-1-1 call centre and T9-1-1 may not function.
  • Your 9-1-1 voice call does not originate on the Solo network or its roaming partner networks in Canada. If your mobile phone displays "SOS" or the roaming indicator at the time the 9-1-1 voice call is placed, then T9-1-1 will not function.

Even if T9-1-1 does not function, always call 9-1-1 in an emergency.

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Important Tips for T9-1-1 Users

  • T9-1-1 users should be aware that text messaging is considered a "best efforts" service and there is no guarantee a text message will be sent, delivered or received in a timely manner. In the unlikely event that this happens, re-send the message.
  • Providing location information and the nature of the emergency in the first message is imperative. The 9-1-1 call taker may receive an approximate location of your cell phone with your 9-1-1 call, however it is important for the caller to confirm the location of the emergency.
  • Text messages should be brief and concise.
  • Text abbreviations and slang should never be used so that the intent of the dialogue can be as clear as possible.

T9-1-1 should only be used for emergency situations that require a response from police, fire or emergency medical services.

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