The Norfolk County Fire Department is warning residents that not all phones connect to 911 the same way — and some could cause dangerous delays in an emergency.
That’s something that Fire Prevention Officer Cory Armstrong-Smith says they heard from the community in 2025.
According to Armstrong-Smith, the issue often starts before the call ever reaches Norfolk County.
This is because many people are using internet-based or VoIP phones.
Armstrong-Smith says traditional landlines remain the most reliable option, as they connect directly to 911 and automatically provide dispatchers with an address.
Cell phones also connect directly, though callers may need to confirm their location since mobile devices can move.
Internet-based phone systems, however, can be far less predictable.
The Fire Department is urging residents to understand what type of phone system they are using, especially if it’s relied on for emergency calls.
Armstrong-Smith says knowing how your phone connects — and what happens before it reaches 911 — could make a critical difference when seconds matter most.