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Accessibility services centre

Text with 9-1-1 (T9-1-1)

Can I make a T9-1-1 call by sending a text message to 9-1-1?

No. Text messages sent directly to 9-1-1 do not reach emergency services. To make a T9-1-1 call, users must register and follow the process outlined in the How to make a T9-1-1 call section.

Continue reading for more details on how to use the T9-1-1 service:

  1. Unlock the cell phone keypad if it is locked.  Some cell phones do not allow receiving and/or sending text messages if the keypad is locked, even though they allow a user to dial 911. “Unlocking” means entering your personal password or pressing an unlock button on the phone.
  2. Dial 911 on your cellular phone to place an emergency voice call.
  3. Monitor the cell phone display to ensure that the call is connected. Shortly after the call is connected, you should receive an initial text message from a 9-1-1 call centre.
  4. The number you will see on your cell phone will have 13 digits and will begin with 555911.
  5. Once the initial text message is received, you should reply to it and provide the 9-1-1 call taker with the information that they are requesting, such as the nature of the emergency and your location. Keep your text messages brief and concise.
  6. You should keep the 9-1-1 voice call connected during the entire text messaging session if possible. This will permit the 9-1-1 call taker to hear any background noises that can be helpful to assess the emergency, and will provide enhanced 9-1-1 functions.
  7. You will know that the T9-1-1 session has been concluded when you receive the message “End of 9-1-1 Call”.
  8. 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.

Is T9-1-1 service available everywhere?

No. T9-1-1 will only work in select locations in Canada, and only in those areas where enhanced 9-1-1* is available and network upgrades to support T9-1-1 have been completed.

Please consult the Canadian Wireless Telecommunications Association web site for Text with 9-1-1 to learn where T9-1-1 service is available.

If your mobile phone displays “SOS” or the roaming indicator is on 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.

*Enhanced 9-1-1 service provides 9-1-1 emergency operators with your mobile phone number, area code and approximate location information. For more information, please visit Bell’s e9-1-1 website. Even within areas where e9-1-1 is available and the network upgrades have been completed, T9-1-1 will not work if you are not within coverage of cell towers in the T9-1-1 served areas.

Is T9-1-1 compatible with Wi-Fi Calling?

No. T9-1-1 is not compatible with Wi-Fi Calling.

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

9-1-1 support is limited over Wi-Fi. Visit bell.ca/wificalling for more information.

Is T9-1-1 intended for everyone?

No. The T9-1-1 service is only intended for the Deaf, deafened, hard of hearing, and speech impaired. Voice calling remains the best way to access 9-1-1 services for all other users.

What languages does T9-1-1 operate in?

French and English are supported on a best efforts basis. If the language associated with your mobile subscription is not correct, please contact us.

What should I put in my text message?

The text messages should contain location information and the nature of the emergency as a priority. Please ensure that your text messages are brief and concise.

How do I cancel my T9-1-1 service?

  1. Log in to MyBell.
  2. Click on the My plan & features tab on top of the page.
  3. Under Manage feature settings, click on Cancel registration.

What happens if I change my mobile phone number?

You will continue to be subscribed to T9-1-1; however the service will be disrupted for 5 business days while your new number is provisioned.

What happens if I change my mobile service provider?

If you change your mobile service provider, you will be required to re-register for the service with your new provider.

If I purchased my phone from a source external to Bell, will my phone be compatible with T9-1-1?

Bell cannot guarantee compatibility information on phones not purchased from Bell or an authorized Bell dealer (i.e., online, through a friend or from a different carrier).

Can I use T9-1-1 when I travel internationally?

No, the service is not available outside of Canada.

If I get a new mobile phone or change my SIM card, do I need to re-register for the T9-1-1 service?

If your phone number remains the same, you do not need to re-register for the service. However, please note that you do need to re-validate that your Bell phone is compatible with T9-1-1.

What happens if my service is suspended?

If you fail to maintain your mobile account with Bell in good standing and your service is suspended, T9-1-1 service will not function.

Need more info? Speak with one of our experts.

Accessibility services centre hours of operation
Monday to Friday
8:30 a.m. to 5 p.m. (eastern)
By phone
1 866 310-BELL (2355) and ask for the Accessibility services centre
To contact the Accessibility services centre using a TTY
By mail
Accessibility
P.O. Box 8787
Downtown Station
Montreal, Quebec
H3C 4R5
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