Enhanced 911, or E911, is a service that allows emergency operators to provide better assistance to people calling 911 from their mobile phones.

- Enhanced 911, or E911 Phase 1, is a service that displays your mobile phone number to emergency operators as well as the location of the cellular site carrying your call.
- E911 Phase 2 provides improved location information. E911 calls from mobile phones are subject to the same limitations as regular calls from mobile phones. For example, if you’re underground or too far from a network antenna, your signal quality may be affected and you may not be able to connect to the network.

All Koodo phones are able to support both phases of E911.

Koodo E911 service is currently accessible in most of Alberta, British Columbia, the Greater Winnipeg area of Manitoba, Ontario, Quebec, New Brunswick, PEI, Saskatchewan, Newfoundland, and the Greater Halifax area of Nova Scotia.

### __Paying the 911 government service fee__
There’s a monthly provincial or municipal fee for 911 service collected by all carriers in select provinces. The amount of the fee is regulated in each province and the funds collected are used to support local 911 emergency operations centres. See the table below for the fee.

| Province     | Monthly tax for e911 services     |
| ---------- | ---------- |
| Québec       | $0.46       |
| Alberta       | $0.95       |
| Saskatchewan	       | $1.95        |
| New Brunswick       | $0.97       |
| Nova Scotia       | $0.43         |
| Prince Edward Island         | $0.70       |
| Newfoundland       | $0.75       |
| Ontario       | No charge       |

A Koodo wireless caller always gets a person when they call 911, regardless of the existence of 911 service. Callers in non-911 areas connect to the provincial police or the local telephone company operator.

__Note:__ Landline callers in a non-911 area get a fast busy or a recording that tells them the call cannot go through but they do not connect with anyone.<br><br>

### __For Prepaid customers__
E911 fees are built into your billing already if you live in a province that charges these fees.<br><br>

### __T911__
Text with 911 (T911) is an emergency texting service for Deaf, Hard of Hearing and Speech Impaired (DHHSI) customers. T911 service is not available everywhere. Government agencies are responsible for handling emergency calls, and not all of them can support T911 service. For more information on where T911 is available in Canada, visit [textwith911.ca](https://textwith911.ca "textwith911.ca")  Coverage areas are approximate.

- The agency handling your T911 call may not be able to assist you in both official languages.
- T911 service relies on text messaging sessions initiated by the government emergency response agency receiving your 911 call.
- The availability of text messaging service is not guaranteed and is subject to the Koodo Service Terms.
- You must have an active Koodo account to access T911 service on your Koodo phone. Your Koodo phone must support the T911 service. Each phone on your account must be individually enabled for T911 service, if the user is eligible. Please allow 5 days for registration to become effective.
- Your T911 registration won't apply if you port your number to another service provider. You must re-register.

### __How to register__
It's free to register for this service. Just text T911 to 428911 from your phone and follow the prompts. 

### __T911 compatible phones__ 
A supported handset is required to use this service. All handsets currently sold by Koodo support Text with 911, with the exception of the Alcatel Go FLIP handset.

### 9-8-8 service has launched in the United States

On July 16, 2022, the United States launched a national mental health crisis- and suicide- prevention number that citizens can access by dialing __9-8-8__. The CRTC is currently working on developing a similar resource for Canadians, but the implementation of that service is not yet complete. Until then, mobile calls and texts to 9-8-8 made in Canada will receive a recording or text reply, respectively, which will direct callers to Canada’s suicide-prevention service (toll-free number): 1-833-456-4566 for voice calls at any time, or callers can __text 45645__ from 4pm to midnight, Eastern Time).

For information on the CRTC’s process to develop and deploy 9-8-8 service, please click [here](https://crtc.gc.ca/eng/archive/2021/2021-191.htm?_ga=2.156386739.900565834.1655729434-1353454822.1644253061)


E 911, or enhanced 911 llows emergency operators better assist people. Find out which Koodo phones are compatible with E911 and T911 here. 

E911 and T911

Network

Mobility

Network coverage

E911, T911, and Emergency Services

All Koodo plans run on reliable and award-winning 5G and 4G LTE networks, stretching your coverage from [east to west and north to south](https://choosehappy.koodomobile.com/network). 

__Compatible with Koodo – 4G (HSPA/LTE) frequency__
Koodo, TELUS, Virgin, Fido, Bell, Rogers

__Not compatible with Koodo – HSPA 900/2100 frequency__
Wind, Mobilicity, Videotron

<br><br>
__Related help pages:__
- [Koodo's coverage](https://choosehappy.koodomobile.com/network/)
- [Is my phone compatible with Koodo?](https://www.koodomobile.com/en/help/my-phone-compatible-koodo)
- [SIM card 101](https://www.koodomobile.com/en/help/koodo-sim-support)

Koodo's network is big, we mean, really big. Find out more about our coverage right here. 

Koodo's network coverage

As of July 6th 2023, customers have been either moved to new Koodo accounts or disconnected. For information about your new Koodo account, please look for an email from us, or log in to Koodo Self Serve [here](http://koodo.com/selfserve).

<div class="collapsible">
  <h3> What does this mean for me? </h3>
</div>
<div class="content">

If you've successfully moved to a new Koodo account, your service and phone number will remain the same. Log in to Koodo Self Serve [here](http://koodo.com/selfserve) to manage your new account. Your old Koodo Self Serve account is no longer active and can’t be accessed. 

If you’ve received multiple notices and multiple Koodo representatives have reached out to you to migrate your service and you still haven’t completed a migration, your phone number has been disconnected and your service has concluded. To re-activate with a new phone number and plan, see the available rate plans [here](https://www.koodomobile.com/en/rate-plans?INTCMP=KMLanguageSelector_en_Selected_052021). 
  </div>

<div class="collapsible">
  <h3> FAQ </h3>
</div>
<div class="content">

__Can I keep my phone number?__

If your account was migrated, your number remains the same. If you didn’t migrate by the deadline, your phone number has been lost and your service has been disconnected.<br><br> 

__How will I pay my bill?__

You’ll have to set up your payment method for your new account, but the same payment options will be available.

If you make payments through your bank, please ensure to __update it__ with your __new Koodo account number__ (starting with a “4”). The account number is visible in Self Serve and in your “Welcome to Koodo” email. 

You can also set up pre-authorized payments using the instructions in our [Help page](https://www.koodomobile.com/en/help/setting-pre-authorized-payments).<br><br>  

__Where can I go for support?__

For instant responses from Koodo Assist, or to schedule a callback from a rep, please go to [koodo.com/chat](https://www.koodomobile.com/en/help?autobots=rollout).<br><br>  

__Is this a new contract?__ 

No. Your service will remain month-to-month, the same as your existing service, with no term commitment.<br><br> 

__Can I keep my existing Self Serve account?__

As part of this process, you’ll have to create a new Self Serve account. This newer version of Koodo Self Serve is much improved from our old system and offers more features than ever, like the ability to view offers, to track your data usage in real time,  and more. 

You should have received an email with instructions for setting up your Self Serve account. Your old account is now deactivated and not accessible.<br><br> 

__Can I get a new phone?__

Absolutely. With your new account you’ll be able to take advantage of the Koodo Tab, with great discounts on the latest devices. To start looking for your next phone, check out our [Phones page](https://www.koodomobile.com/en/phones?INTCMP=KMNew_NavMenu_Shop_Phones#all_phones).<br><br>  

__Will I pay long-distance charges on my new plan?__

All Koodo plans include unlimited Canada-wide calling. For international calls (including the US), we offer a series of add-ons, which can be added to your account in [Self Serve](https://www.koodomobile.com/my-account/tab/select?redirect_url=/my-account/addons/manage&env=ra).<br><br> 

__How does roaming work?__

With Koodo’s [Easy Roam](https://www.koodomobile.com/en/easyroam), you can take advantage of your rate plan features just the same as if you were in Canada.<br><br>  

__How do data overages work?__ 

All new Koodo plans have Shock Free Data. This means that when you’ve reached 50% and 90% of your usage, you’ll receive an SMS message notifying you that you’re approaching your limit. When you reach 100% of your usage, we’ll then pause your data and give you the option to purchase more data. If you decide not to purchase a top up, your data will simply remain paused until the beginning of the next billing cycle. 

  </div>

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