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What is enhanced 911 (e9-1-1) service?

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Samsung R330: mandatory software update for emergency services (9-1-1)

Certain Samsung R330 (model SCH-R330) flip cover phones have an issue that prevents customers from making a 9-1-1 call properly. This issue is not specific to your Bell service.

A free software update is available  to correct this problem and should  be installed immediately.

To start the update, follow these steps:

  1. Select Tools from the main menu.
  2. Select Update phone.
  3. Select Update firmware.
  4. Follow the on-screen prompts.

Once the update is performed, you will see “Firmware Update Complete” appear on your screen.  This confirms that your phone has received the necessary update and will function properly.  You may also check by pressing Menu > Settings > Phone Info > Version [Version: GH09]

Note: Do not check by dialling 9-1-1. Dial 9-1-1 only in case of an emergency.

If you experience any difficulty, please contact us for assistance

Although not all Samsung R330 flip cover phones are affected, as a precautionary measure it is important that all Samsung R330 phones receive the update. Bell is trying to reach all customers by phone to ensure they are aware and understand what is required to resolve the issue.

Last Updated:01/04/2014

What is enhanced 9-1-1 (e9-1-1) service?

When you dial 9-1-1 from your Bell Mobility device, Bell Mobility routes your call to the 9-1-1 emergency operator for your area.

Phase One of enhanced 9-1-1 service (e9-1-1) provides 9-1-1 emergency operators with your mobile phone number, area code and approximate location information. The operator will know the location of the cellular tower handling your call. Phase One of enhanced 9-1-1 service is currently available in most areas with 9-1-1 service.

Phase Two of e9-1-1 service allows for 9-1-1 emergency operators to more accurately locate a Phase Two-ready mobile device. Bell Mobility has been able to route calls with e9-1-1 Phase Two information since February 2010.

Learn more about where Phase Two is available.

Note: 9-1-1 emergency operators are provided by local emergency service providers and their availability may vary by region. Where no 9-1-1 call centre exists, you may need to dial alternate numbers to directly reach local police, fire and/or ambulance services.


Last Update:01/04/2014


e9-1-1 Phase Two-ready phones

The majority of Bell mobile devices are e9-1-1 Phase Two-ready.

Phones that are not e9-1-1 Phase Two-ready are listed below
.
If your device is not on the list, then it is ready for e9-1-1 Phase Two.

Important notes:
  • Use this list only if you have purchased your device from Bell or an authorized Bell dealer. Bell cannot provide information on e9-1-1 Phase Two capabilities on devices not purchased from Bell or an authorized Bell dealer. Please contact your device retailer if you are unsure.
  • If your mobile device is not e9-1-1 Phase Two-ready, you can still dial 9-1-1. Always give the operator your name, mobile device number (including the area code) and location.

Phones that are not e9-1-1 Phase Two-ready

ManufacturerModel
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


Last Update:01/04/2014


Availability of e9-1-1 Phase Two services

Bell Mobility is working with industry representatives and local, provincial and national government agencies to maintain and improve today’s 9-1-1 services.

Bell Mobility is ready to route calls with e9-1-1 Phase Two information as of February 2010. Full e9-1-1 Phase Two services may not be available in all areas if the local emergency operators are not ready to receive your Phase Two call information.

E9-1-1 Phase Two service is available in most Bell Mobility coverage areas in British Columbia, Alberta, Saskatchewan, Manitoba, Ontario, Quebec, New Brunswick, Prince Edward Island and Nova Scotia.

See our coverage map to find out where the Bell Mobility network is available.
Check your local telephone book for emergency services telephone numbers. You can also contact local emergency operators to find out about the availability of 9-1-1 services in your area. Do not dial 9-1-1 for this information.

Last Update:01/04/2014


Issues with dialling 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 Bell and it could affect customers with any wireless service provider. We have notified Google who 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 dialler 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.


Last Update:01/04/2014


Samsung R330: mandatory software update for emergency services (9-1-1)

Certain Samsung R330 (model SCH-R330) flip cover phones have an issue that prevents customers from making a 9-1-1 call properly. This issue is not specific to your Bell service.

A free software update is available  to correct this problem and should  be installed immediately.

To start the update, follow these steps:

  1. Select Tools from the main menu.
  2. Select Update phone.
  3. Select Update firmware.
  4. Follow the on-screen prompts.

Once the update is performed, you will see “Firmware Update Complete” appear on your screen.  This confirms that your phone has received the necessary update and will function properly.  You may also check by pressing Menu > Settings > Phone Info > Version [Version: GH09]

Note: Do not check by dialling 9-1-1. Dial 9-1-1 only in case of an emergency.

If you experience any difficulty, please contact us for assistance

Although not all Samsung R330 flip cover phones are affected, as a precautionary measure it is important that all Samsung R330 phones receive the update. Bell is trying to reach all customers by phone to ensure they are aware and understand what is required to resolve the issue.


Last Update:01/04/2014


Limitations

Remember that calls to 9-1-1 (like any calls from a mobile device) are affected by the signal strength in your location. For example, your call to 9-1-1 may be affected if you make it from a covered or underground location.

Also, some 9-1-1 services may not work if you purchased your mobile device through a provider other than Bell or one of its authorized dealers and now use it with a Bell SIM card.
Finally, data-only devices such as Turbo Sticks, Turbo Cards and modems cannot be used to make voice calls and will not connect you with a 9-1-1 emergency operator.

Use 9-1-1 only for emergency voice calls. Text messaging (SMS) to 9-1-1 is not supported and will not connect you with a 9-1-1 emergency operator or emergency services.

Last Update:01/04/2014


Costs

Access to e9-1-1 emergency service is included in your Bell Mobility monthly rate plan. However, in some provinces, an additional fee is charged as requested by the provincial government.

The additional monthly fee is as follows:

Québec $0.40
Nova Scotia $0.43
P.E.I. $0.70
New Brunswick $0.50
Alberta $0.44

Note: province-wide 9-1-1 service is not available in Newfoundland and Labrador.

Last Update:01/04/2014


How e9-1-1 Phase Two location technology

When you dial 9-1-1 in areas where e9-1-1 Phase Two is available, your location is provided to emergency operators. Bell mobile devices that support e9-1-1 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 Bell mobile devices support both GPS and cell-site triangulation. When you dial 9-1-1 in areas where e9-1-1 Phase Two is available, the location system automatically selects the best method to determine your location.

GPS uses radio signals from satellites to calculate the mobile device’s location (similar to car navigation systems). GPS radio signals may be affected by weak signals, in covered areas or underground areas.
Cell-site triangulation uses radio signals from cell towers to calculate the mobile phone’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 9-1-1, always give the operator your name, mobile number (including the area code), and location, in case you are in an area not equipped with mobile e9-1-1 service.

Last Update:01/04/2014


9-1-1 tips

  • Do not program 9-1-1 into your speed dial. This will increase the likelihood of accidental calls.
  • When calling 9-1-1, always provide your name, mobile number (including area code) and location in case you are in an area not equipped with e9-1-1 service. In areas where 9-1-1 service does not include Phase One or Phase Two enhancements, your call will be connected to the 9-1-1 call centre but your mobile number and location information will not be displayed to the 9-1-1 emergency operator.
  • Stay on the phone with the operator as long as required. Bell Mobility customers can call 9-1-1 without any per-minute charges.
  • Leave your mobile device 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.

Last Update:01/04/2014


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