If you have a compatible device (iPhone 11 or newer Apple device) and you’re not seeing WiFi Calling in your settings, ensure your phone’s software is up to date. If the problem persists, try turning the phone off and on again.

It can take up to 24 hours for WiFi Calling to be fully enabled on your device. If you’ve received confirmation that you activated WiFi Calling on your phone, but it’s not working yet, try again in a few hours. If after 24 hours you’re still unable to use the feature, give us a call or chat with us online.

We recommend using a mobile network or a landline telephone to make emergency calls, if available. You are responsible for understanding and notifying users of your device about the limitations of using WiFi calling for 9-1-1 emergency calls.

When using WiFi calling the following should be considered:

• The operator cannot automatically identify your location when you call 9-1-1.

• Use a mobile network or a landline telephone to make emergency calls, if available.

• Always be prepared to provide your location to the operator.

• There are times when the service is not available.

• WiFi Calling may be unavailable during network, service or power outages.

• During a power outage, a backup power supply is required for WiFi access enabling equipment.

• Your Emergency Address will be used if you call 9-1-1 and you cannot verbally provide your location to the operator.

• Keep your Emergency Address updated in your device settings, including when you travel within Canada.

• Stay on the call until the operator tells you to hang up.

• If your call is disconnected, the operator will attempt to call you back.

• It is your responsibility to inform anyone who uses your device about the limitations of using WiFi Calling for 9-1-1.

There are important limitations with using WiFi Calling to make emergency 9-1-1 calls.

• WiFi Calling may be unavailable during network, service or power outages. During a power outage a backup power supply is required for WiFi access enabling equipment.

• Emergency WiFi Calling is only available within Canada.

• Text with 9-1-1 (“T9-1-1”) is not compatible with 9-1-1 WiFi Calling.

• If the mobile network is not available, your call will be answered by a third-party operator who will collect your location and other information required to connect you to the nearest emergency services provider.

• When using WiFi Calling for 9-1-1, your location cannot be automatically identified. You must verbally provide the operator with your location.

• If disconnected, the operator will attempt to call you back. If you are unable to provide your location or the operator cannot reach you, the operator will use your registered Emergency Address.

• Keep your Emergency Address updated in your device settings, including when you travel in Canada.

• Use a mobile network or a landline telephone to make emergency calls, if available.

• You are responsible for understanding and notifying anyone who uses your device about the limitations of WiFi Calling for 9-1-1 emergency calls.

• Eastlink is not liable for issues accessing 9-1-1 that result from these limitations or customer non-compliance.

Emergency 9-1-1 calling is only available in Canada. If you place a 9-1-1 WiFi call from outside of Canada, an operator may answer the call, but they will not be able to connect you with local emergency services. 

When you first activate WiFi calling, you must provide the full address (without apostrophes) where you are most likely to be located (your "9-1-1 Emergency Address").

Your Emergency Address will be used if you cannot speak during a 9-1-1 call. If the address you enter is invalid or inaccurate, you may be required to re-enter it. 

Updates to your 9-1-1 Emergency Address may not take effect immediately (e.g. during IT maintenance periods).

Only one (1) Emergency Address can be registered at a time. If your billing address changes you will be prompted to update your Emergency Address.

Please note that PO Box addresses cannot be used as an emergency address.

It is your responsibility to keep your Emergency Address updated, including when you travel within Canada.

A compatible device and high-speed internet connection with good WiFi coverage is required.

WiFi Calling is currently not available on Android devices but is coming soon.