Issues with Dialing 9-1-1 Using 3rd Party VoIP Apps on Android Devices

The safety of Canadians is our number one priority.

An issue has been identified that affects some wireless customers using VoIP-based apps like Viber and Skype on many Android OS phones. If you have set one of these apps as the default dialer on your device (i.e. all calls are dialed through the app and not the device), you may be unable to dial 9-1-1.

This issue could affect customers with any wireless service provider, but only in the circumstances listed above.

Please do not dial 9-1-1 to test your device.

To help ensure 9-1-1 calls can be made, it is strongly recommended that you remove the default dialer settings on these apps on an affected device by following 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 recurring, we recommend choosing your native phone dialer to place calls until this issue is resolved.


FAQ:

What carriers are affected by this?

This issue could affect customers with any wireless service provider if they have an Android OS device AND have downloaded a VoIP-based app like Viber or Skype.

Does that mean I can’t make 9-1-1 calls?

This would only affect those who have an Android OS device AND have downloaded a VoIP-based app like Viber or Skype. In order to place a 9-1-1 call, you will have to remove the default dialer setting on your app and use your native device dialer instead.

Is there a fix available?

We are working with our partners to reach out to these app developers to fix this issue. In the meantime, to help ensure you will be able to place a 9-1-1 call, you should remove the default dialer setting on your app and use your native dialer instead (see instructions above).

Are other non-Android OS devices affected?

No, this issue affects only Android OS devices.

For any other questions, please contact your wireless service provider.