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About 9-1-1 service on your mobile phone

LIMITED WARRANTY – BATTERY FOR BELL FIBRE EQUIPMENT

Limited Warranty. Bell Canada (including Bell Aliant, a division of Bell Canada) (“Bell”) warrants to you as the original purchaser (“Purchaser” or “you”) the battery purchased for the Fibre Equipment (“Original Battery”) for a period of 12 months from the date of purchase of the Original Battery from Bell (“Warranty Period”) when used in the Fibre Equipment (“Warranty”). “Fibre Equipment” means the Home Hub 3000 modem or UPS (uninterruptible power supply), as applicable, provided by Bell in connection with certain of your Bell services. If the Original Battery fails due to a defect during the Warranty Period, Bell will replace the Original Battery with a new or refurbished battery (“Replacement Battery”). Any warranty coverage that remains during the Warranty Period on the Original Battery (when replaced with a Replacement Battery under this Warranty) will apply to the Replacement Battery. No Replacement Battery has any new or separate warranty coverage. Bell reserves the right to limit the number of Replacement Batteries provided to Purchaser during the Warranty Period.

My Battery Isn’t Working. What Should I Do? Ontario and Québec residents please call Bell at 1 866 310 BELL (2355) and residents of the Atlantic provinces please call 1 866 342-7367, so that Bell can confirm that the Original Battery is within the Warranty Period and attempt to diagnose and correct the malfunction over the telephone. Be sure to keep your proof of purchase to establish the date of purchase of the Original Battery; otherwise Bell may have to estimate the date of purchase.

Limited Warranty Exclusions. This Warranty does not cover any Original Battery or Replacement Battery (each, a Battery) that is:

  • damaged due to: abuse, neglect, misuse, accident, theft, vandalism, force majeure events (e.g. fire, flooding, infestation, freezing, power-surge), overcharging or alteration; improper or unauthorized repair, maintenance, installation, set-up or storage; or accessories, wiring or cabling;
  • merely discharged and can be recharged and returned to service;
  • in Fibre Equipment at a location other than a Bell service address or in a modem or device other than the Fibre Equipment; or
  • not owned by the Purchaser.

Exclusive Warranty. To the extent permitted by applicable law (which may vary province to province) and except where prohibited for Québec residents, this Warranty is exclusive and is in lieu of all other warranties, representations, guarantees, terms and conditions, express and/or implied, including merchantability and fitness for a particular purpose. In addition to the rights described in this Warranty, Purchaser may also have other legal rights (which may vary province to province).

Limitation of Liability. To the extent permitted by applicable law and except where prohibited for Quebec residents, Bell's total cumulative maximum liability for negligence, breach of contract, tort or any other claims or causes of action, including fundamental breach, in connection with any Battery or this Warranty is limited to payment, upon request, for actual and direct damages up to a maximum amount equal to the purchase price of the Original Battery, and all other damages, including without limitation indirect, special, consequential, incidental, economic, exemplary or punitive damages, are excluded. You may also be subject to other limitations and exclusions of liability, and obligations, as set out in any Bell terms of service that apply to you. These terms survive the expiry of the Warranty.

Severability; Assignment; Effective Date; Agreement. If any provision of this Warranty is unenforceable, all remaining provisions of this Warranty remain in full force and effect. This Warranty is not assignable by Purchaser. Original Warranty applies only to batteries purchased on or after April 23, 2017 until amended or superceded by Bell. You accept the terms of this Warranty on the earlier of the date you receive a copy or use the Original Battery. If you do not agree with the terms of this Warranty, you have 30 days from the date of your original purchase to return the Original Battery to Bell, unused, for a refund.

More Information. For more information, Ontario and Québec residents should visit www.bell.ca/battery or call Bell at 1 866 310 BELL (2355). Atlantic residents please visit www.bellaliant.ca/battery or call 1 866 342 7367.

Recycling instructions
Bell supports provincial battery recycling programs by remitting Environmental Handling Fees for designated products. For more information about the designated battery types and recycling depot locations, please visit the Call2recycle web-site http://www.call2recycle.ca/.

April 23, 2017
Corporate Secretary’s Office of Bell Canada, Bell Satellite TV (Bell ExpressVu), Bell Mobility,
Bell Media and Bell Aliant. 1 carrefour Alexander-Graham-Bell, Building A-7, Verdun, Québec, H3E 3B3

What is 9-1-1 service?
Tips to remember when calling 9-1-1
Availability of 9-1-1
Limitations of your wireless service
What is Basic 9-1-1 (B9-1-1) service?
What is Enhanced 9-1-1 (E9-1-1) service?
What is Text with 9-1-1 (T9-1-1) service?
Costs
Limitations of dialling 9-1-1 using third-party VoIP apps on select Android devices
Samsung R330: mandatory software update for emergency services (9-1-1)
9-1-1 with Wi-Fi Calling
Limitations of Wi-Fi Calling on 9-1-1 calls
Limitations of NumberShare on 9-1-1 calls

What is NumberShare? The NumberShare feature allows you to make and receive calls and send and receive texts on your Device without having your smartphone nearby. The NumberShare feature is intended only for pairing your Device with your smartphone number.

What are the limitations of NumberShare on 9-1-1 calls? If your Emergency Call is disconnected on your Device, you will not be able to answer a call-back from the operator or emergency centre on the same Device while a call is active on one of the other paired Devices.

What is 9-1-1 service?

Access to 9-1-1 emergency service is included in your Bell Mobility rate plan. However, in some provinces or territories, an additional fee is charged and remitted to the provincial/territorial government at their request.

The additional monthly fee is as follows and remains subject to change:

Québec $0.46
Nova Scotia $0.43
P.E.I. $0.70
New Brunswick $0.97
Alberta $0.44
Saskatchewan $0.94
Newfoundland and Labrador $0.75
Northwest Territories $1.70


Tips to remember when calling 9-1-1
  1. Always provide your name, mobile number (including area code) and location to the operator.
  2. Stay on the line with the operator as long as required. Calls made to 9-1-1 will not be counted towards the minutes in your rate plan.
  3. Do not hang up until the emergency operator tells you to do so.
  4. Leave your mobile device turned on after hanging up in case the operator needs to call you back.
  5. Stay on the line 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.
  6. Do not program 9-1-1 into your speed dial or contacts. This will increase the likelihood of accidental calls.

Availability of 9-1-1

Calls made to 9-1-1 (like all 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 the call is placed from a covered or underground location. 9-1-1 service will not work during network outages, including during planned hardware or software upgrades.

In addition, 9-1-1 services are not available in Nunavut.

  • Provincial/territorial Basic 9-1-1 service is provided in most Bell Mobility coverage areas in Newfoundland and Labrador, the North West Territories and the Yukon.
  • E9-1-1 service is available in most Bell Mobility coverage areas only if the local emergency operators that are handling your 9-1-1 call are equipped to receive your GPS / location information. E9-1-1 service is available in most Bell Mobility coverage areas including:
    • British Columbia
    • Alberta
    • Saskatchewan
    • Manitoba
    • Ontario
    • Québec
    • New Brunswick
    • Northwest Territories
    • Prince Edward Island
    • Nova Scotia

If you are unsure of the availability of B9-1-1 or E9-1-1 services in your area, please contact your local police or fire department or the municipal or provincial/territorial emergency service authorities. Do not dial 9-1-1 for this information.


Limitations of your wireless service

Your wireless service, including 9-1-1, may not be available due to environmental or topographical conditions that could affect cellular signal strength or coverage. For example, your call to 9-1-1 may be affected if the call is placed from a covered or underground location.

Bell does not guarantee your wireless service, including 9-1-1 service, will work on devices:

a) not purchased directly from Bell (or its corporate or dealer locations), or
b) modified in a way which Bell has not authorized (including via manufacturer or third-party software updates, third-party device unlocking services or device tampering).

9-1-1 service does not work with all devices or rate plans (defined below): certain devices like tablets, modems and Turbo Sticks/Hubs or devices equipped with data-only rate plans may not support, or be intended for, voice services and either can’t be used to call or access 9-1-1 or, if 9-1-1 access is available, it may include important limitations such as, for example, the 9-1-1 operator’s inability to call you back in the event your call is disconnected.


What is Basic 9-1-1 (B9-1-1) service?

If you dial 9-1-1 from your mobile device in an area where B9-1-1 service is provided, your call does not provide your location information to the typical emergency response centre for that area.

In some areas, your call may not automatically be sent to the typical emergency response centre for that area and may first be answered by a third-party operator.

You must be ready to provide your location information to the operator who will then route the emergency call to the appropriate emergency centre based on the information you provide.

You may then need to repeat your location since it is not automatically obtained or sent to the 9-1-1 agencies.


What is Enhanced 9-1-1 (E9-1-1) service?

E9-1-1 provides emergency operators with your mobile number (including area code) and your approximate location information, as determined by the nearest cellular tower handling the 9-1-1 call.

If you dial 9-1-1 from your mobile device in an area where E9-1-1 service is available, your call will be sent automatically to the appropriate emergency response centre for your region.

Always provide your name, mobile number (including area code) and location to the operator.


What is Text with 9-1-1 (T9-1-1) service?

Text with 9-1-1 (T9-1-1) is a free-of-charge service that allows deaf or hard of hearing users to communicate with a 9-1-1 call centre in the form of text messaging, also known as Short Message Service (SMS).

T9-1-1 provides the 9-1-1 caller’s mobile number (including area code) and approximate location information to the emergency operator.

T9-1-1 is not available in B9-1-1 areas and is not compatible with Wi-Fi Calling.

For more information, including T9-1-1 service availability, compatible mobile phones, eligibility rules, how to register and how to make a T9-1-1 call, please visit the T9-1-1 page from the Bell Accessibility services centre.


Costs

Access to 9-1-1 emergency service is included in your Bell Mobility rate plan. However, in some provinces or territories, an additional fee is charged and remitted to the provincial/territorial government at their request.

The additional monthly fee is as follows and remains subject to change:

Québec $0.46
Nova Scotia $0.43
P.E.I. $0.70
New Brunswick $0.97
Alberta $0.44
Saskatchewan $0.94

Newfoundland and Labrador

$0.75
Northwest Territories $1.70


Limitations of dialling 9-1-1 using third-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 recommend customers avoid using VoIP apps as their default dialler until this issue is resolved.

To avoid using VoIP apps as a default dialler 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 dialler application that was set as the default for dialling 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 dialler to place calls until this issue is resolved.

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


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.


9-1-1 with Wi-Fi Calling

Wi-Fi Calling allows you to use your phone in locations where you may not have ideal cell reception, including basements, in buildings, underground, hospitals, warehouses and stores.

Wi-Fi Calling lets you make and receive calls, or send and receive text, video, and picture messages in any location in Canada that is out of cellular coverage and has a Wi-Fi network you can connect to.

Wi-Fi Calling is available with select rate plans and uses data from an available Wi-Fi network.

IMPORTANT: 9-1-1 support is limited over Wi-Fi. Emergency personnel are not able to track your location when you call 9-1-1 through Wi-Fi Calling. In the event of an emergency, a 9-1-1 dispatcher will require an address to locate your whereabouts. If you are unable to communicate with the 9-1-1 operator, they will dispatch help to the address listed in your Wi-Fi Calling settings. Please update this address when you change locations.

T9-1-1 is not compatible with Wi-Fi Calling. For more information, visit bell.ca/wificalling.


Limitations of Wi-Fi Calling on 9-1-1 calls

What are the limitations of Wi-Fi Calling on 9-1-1 calls? You should always attempt to complete 9-1-1 emergency calls through your mobile service (or landline), if available. Because of the unique nature of Voice over Internet Protocol technology, emergency calls routed to 9-1-1 through Wi-Fi Calling will be handled differently than when made on a mobile network. The following provisions describe the differences and limitations of 9-1-1 emergency call routings, and you acknowledge and agree to these differences and limitations with respect to 9-1-1 calls placed to emergency services from your Device. In addition, you acknowledge and agree that you are responsible for notifying, and shall notify, any user (and potential user) of your Device accessing Wi-Fi Calling of the nature and limitations of placing emergency calls to 9-1-1 through Wi-Fi Calling.

  1. Are there any times when the Bell Services are not available? Yes. Bell Services, including your 9-1-1 emergency call routing service ("9-1-1 Service") will not work during network outages, including during planned hardware or software upgrades.
  2. Are there any times when Wi-Fi Calling is not available? Yes. Wi-Fi Calling, including your 9-1-1 Service, will not work under the following conditions:
    1. during power outages if there is no battery back up in the Wi-Fi access-enabling equipment, or once any such battery back-up has been depleted;
    2. if the Wi-Fi access-enabling equipment you are using has been tampered with or damaged; and
    3. if the Wi-Fi access-enabling equipment or Internet connection have insufficient capacity available.
    For Wi-Fi Services (including 9-1-1 Service) to work in your place of residence or business, you are responsible for: (1) the supply of electrical power; and (2) the proper maintenance of your Wi-Fi access-enabling equipment, including replacing the battery, if any, and contacting your Internet service provider for technical servicing as required.
  3. Can I access and dial the 9-1-1 Service with Wi-Fi Calling? That depends where you are dialling 9-1-1 from ("Emergency Call"):
    1. Emergency Calls made from your Device on a mobile network: When you dial 9-1-1 from your Device, your Emergency Call is handled in the same manner as emergency calls dialled from a mobile phone service (i.e., your Emergency Call and location information are automatically sent to the nearest emergency centre).
    2. Emergency Calls made in Canada from your Device without access to mobile service: You may still be able to make an Emergency Call with Wi-Fi Calling without access to mobile service. However, there are important limitations which you must explain to anyone using Wi-Fi Calling on your Device. Your Emergency Call and location information are not automatically sent to the nearest emergency centre. The Emergency Call is first answered by a third-party operator. You must be ready to provide your location to the operator who will then route the Emergency Call to the appropriate emergency response centre based on the location you provide. If you cannot speak, do not hang up. Wi-Fi Calling allows you to verify and update your location through your Device settings. This location information will be transmitted to the operator who will then route the Emergency Call based on the address in your Device settings. This is why it is crucial that you keep the location information up-to-date within your Device settings.
    3. Emergency Calls made when there are multiple Devices enabled for Wi-Fi Calling using the same login credential (i.e., mobile number): If your Emergency Call is disconnected, you will not be able to answer a call-back from the operator or emergency centre if the call is answered by one of the other Devices beforehand.
    4. Emergency Calls made from outside of Canada: Do not use Wi-Fi Calling. An operator may answer the call but will not be able to transfer it to the appropriate emergency response centre.
  4. Can I use text with 911 using Wi-Fi Calling? No. Wi-Fi Calling does not support T9-1-1. In order to use T9-1-1, you will need to do so over a mobile network and you must first register with Bell as a T9-1-1 user.
  5. Can I seamlessly transition from Wi-Fi Calling to mobile service? No. If you begin an Emergency Call with Wi-Fi Calling and subsequently move to an area where mobile service is available but the Wi-Fi signal is not, the call will drop and you will need to place a new 911 call over a mobile network.
  6. What else should I know about making Emergency Calls through Wi-Fi Calling? First, if there is a delay by the operator in answering your Emergency Call, you may need to attempt the call again. Second, to make your Emergency Call on speakerphone, first connect with the operator before you select the speakerphone option on your Device.


Limitations of NumberShare on 9-1-1 calls

What is NumberShare? The NumberShare feature allows you to make and receive calls and send and receive texts on your Device without having your smartphone nearby. The NumberShare feature is intended only for pairing your Device with your smartphone number.

What are the limitations of NumberShare on 9-1-1 calls? If your Emergency Call is disconnected on your Device, you will not be able to answer a call-back from the operator or emergency centre on the same Device while a call is active on one of the other paired Devices.


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