KOODO is warning its customers of a potential issue with wireless voice apps that can prevent 911 calls made on some Android devices. With some simple steps customers can continue to use the apps while still being able to call for help in an emergency.
An issue has been identified affecting 9-1-1 calling from certain Android devices with downloaded VoIP applications such as Viber or Skype. Clients with these devices are unable to complete calls to 9-1-1 if they have downloaded one of these apps and have set it to ‘always’ in their device settings, making it the default call dialer on the device.
In this circumstance, when a client attempts to dial 9-1-1, the app dialer cannot process the call, because for 9-1-1 calls the VoIP application will revert back to the phone dialer to connect the call. However, because the settings are set to "Always use the app dialer" the phone dialer will send the call back to the VoIP app. As a result, the call loops and the 9-1-1 call cannot be connected.
How to change your dialer settings:
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:
From your Android device:
Select Settings (or System Settings) on your phone
- Scroll down to Applications (may be listed as Apps or Application Manager)
- Select the phone dialer application that was set as the default for dialing calls (e.g. Skype or Viber)
- Scroll down to the “Launch by default” section and click on the “Clear defaults” button
KOODO is committed to protecting its customers and notifying them of any issues that impact emergency 911 calling from their KOODO devices.
The KOODO team continues to investigate this issue. We are speaking with Google and they tell us this is a global issue and they are working with these app developers to fix this issue.
KOODO will continue to update its customers on any further developments. For more information on this issue visit Canadian Wireless Telecommunications Association (CWTA).