VoIP Terms of Service

Crowsnest Broadband
VoIP Terms of Service

Version 4.0 | Effective September 25, 2026

IMPORTANT: Crowsnest Broadband Home Phone is an Internet-based Voice over Internet Protocol (VoIP) service. It is not a traditional copper telephone line. VoIP service, including access to 911, can be affected by loss of electrical power, loss of Internet connectivity, equipment failure, network interruption, or inaccurate registered-location information. Please read these Terms carefully.

1. Agreement and Applicability

These VoIP Terms of Service ("VoIP Terms") apply to Crowsnest Broadband LLC ("Crowsnest") Home Phone and other residential VoIP service provided by Crowsnest. By ordering, activating, using, or continuing to use the VoIP service, you agree to these VoIP Terms and to the other Crowsnest policies incorporated by reference below.

These VoIP Terms supplement the Crowsnest Broadband Terms of Service, Acceptable Use Policy, Privacy Policy, and Network Management Policy. If a provision of these VoIP Terms specifically addresses the VoIP service, that provision governs the VoIP-specific subject to the extent of any direct conflict, except where applicable law requires otherwise.

2. Description of Service

Crowsnest Home Phone is an interconnected Voice over Internet Protocol service provided using Internet connectivity and VoIP equipment and may use third-party or wholesale voice platforms and carriers. The service permits customers to place and receive calls to and from the public switched telephone network, subject to availability, these VoIP Terms, and applicable law.

Residential Home Phone service includes unlimited domestic calling within the United States for normal residential use, together with supported calling features that may include caller ID, voicemail, call forwarding, and call waiting. Features may vary by platform, equipment, location, or service configuration and are not guaranteed to be available in every circumstance.

International calling may be restricted or disabled by default. Customers requiring international calling should contact Crowsnest to determine whether it is available and what terms or charges apply.

3. Internet, Power, and Equipment Requirements

VoIP service requires a functioning broadband Internet connection, electrical power, compatible customer-premises equipment, and functioning Crowsnest and third-party networks. The quality and availability of VoIP service may be affected by Internet congestion, latency, packet loss, maintenance, equipment problems, power failures, network outages, or other conditions.

You are responsible for providing electrical power to customer-premises equipment unless Crowsnest expressly agrees otherwise in writing. Battery backup, uninterruptible power supplies, generators, or other backup-power systems are not included unless expressly stated.

You must use the service and equipment in accordance with Crowsnest instructions and must not tamper with, misuse, alter, or interfere with equipment or network functions in a manner that could impair service, security, or other users.

4. Telephone Numbers and Number Portability

Crowsnest may assign a telephone number to the service. A telephone number is not customer-owned property, and continued use of a number is subject to applicable law, carrier availability, numbering rules, and continued service.

If you request transfer of an existing telephone number to Crowsnest, number portability is subject to eligibility and cooperation by the existing carrier. You must provide accurate account information and complete any required Letter of Authorization (LOA) or other porting documentation. Crowsnest does not guarantee that every number can be ported or that a port will be completed by a particular date.

Do not cancel your existing telephone service solely because a port has been requested. Wait until Crowsnest confirms that the number transfer has been completed and the Crowsnest VoIP service is functioning.

5. Calling Features and Service Limitations

Calling features are provided on a best-effort basis and may depend on the underlying VoIP platform, equipment, Internet connectivity, and third-party carriers. Crowsnest may add, remove, modify, or replace features when reasonably necessary to operate or improve the service, subject to applicable law and any required notice.

Caller identification information, voicemail delivery, call forwarding, and similar features may not operate in every circumstance. Customers should not rely on optional calling features for emergency, medical, safety, security, or mission-critical purposes.

6. Acceptable Use and Prohibited Activities

The residential VoIP service is intended for ordinary residential voice communications. You may not use the service for unlawful, fraudulent, abusive, harassing, threatening, or deceptive activity; unlawful caller-ID spoofing; spam or unsolicited calling; unauthorized telemarketing; automated or high-volume calling inconsistent with normal residential use; resale; call-center operations; traffic pumping; or activity that harms or threatens Crowsnest, its providers, its network, other networks, or other users.

"Unlimited" calling does not authorize commercial exploitation, resale, continuous automated calling, or other use materially inconsistent with ordinary residential use. Crowsnest does not impose an arbitrary minute limit through these VoIP Terms, but may investigate materially abnormal usage and may restrict, suspend, or terminate service where reasonably necessary and consistent with the Crowsnest Terms of Service and applicable law.

7. Charges, Taxes, and Fees

The recurring price for the service is the price disclosed to you at ordering or as subsequently changed in accordance with applicable terms and law. Taxes and ordinary regulatory fees applicable to the standard residential VoIP subscription are included in the advertised monthly subscription price unless Crowsnest clearly discloses otherwise before a charge is incurred.

Additional services, international calling, special features, replacement equipment, or other non-standard services may carry separate charges if offered. Any such charge must be disclosed as applicable before it is imposed.

8. Service Availability, Quality, and Maintenance

VoIP service is not guaranteed to be uninterrupted or error-free. Service quality and availability depend on conditions that include electrical power, Internet access, Crowsnest facilities, customer equipment, third-party carriers, and the public Internet or interconnected networks.

Crowsnest's standard network maintenance window is 12:00 AM to 6:00 AM. Crowsnest may perform planned or unplanned maintenance during this window without advance notice. Crowsnest will make every reasonable effort to provide advance notice of planned maintenance when practical, but notice is not always possible. Service interruptions occurring during the maintenance window as a result of network maintenance are maintenance events rather than service outages. An interruption is not automatically considered a maintenance event merely because it occurs between 12:00 AM and 6:00 AM.

Emergency maintenance or other work may occur outside the standard maintenance window when reasonably necessary to protect, repair, restore, secure, or operate the network.

9. 911 and E911 Emergency Calling

Crowsnest VoIP service is intended to provide access to 911 emergency calling when the service is properly activated and functioning. VoIP 911/E911 differs from traditional wireline telephone service and may be limited or unavailable in circumstances described in these VoIP Terms.

911 calling depends on a functioning broadband connection, electrical power, functioning VoIP and network equipment, and correct registered-location information. A power outage, Internet outage, equipment failure, network interruption, service suspension, or other failure may prevent or impair a 911 call.

When a 911 call is placed, the service may use the customer's Registered Location to route the call and provide location information to the appropriate emergency answering point. The Registered Location must accurately identify the physical location where the VoIP service is being used.

Customers must provide accurate location information before service is activated and must promptly update Crowsnest whenever the VoIP service or associated equipment is moved or used at a different physical location. Moving equipment without updating the Registered Location may cause a 911 call to be routed to the wrong emergency answering point or may provide emergency personnel with incorrect location information.

Changes to a Registered Location may require processing time before they are fully reflected in emergency-calling systems. During any such period, customers should maintain and use an alternative means of contacting emergency services when necessary.

When calling 911, callers should be prepared to state their name, telephone number, physical location, and nature of the emergency, and should not disconnect until instructed to do so.

10. Registered Service Location

The Registered Location is the most current physical-location information associated with the VoIP service for emergency-calling purposes. You are responsible for ensuring that Crowsnest has accurate and current Registered Location information.

Do not move VoIP equipment to another address and assume 911 location information moves automatically with it. Contact Crowsnest and complete any required location-update process before relying on the service for 911 at a new location.

If Crowsnest or its underlying provider cannot validate or provision the required emergency-service location, activation or continued use of the VoIP service may be delayed, restricted, or unavailable until the issue is resolved.

11. Power, Internet, and Equipment Outages

VoIP service may stop working during an electrical outage even if a traditional telephone at the same premises previously continued to operate during power failures. Cordless telephones, routers, optical network terminals, wireless Internet equipment, VoIP adapters, switches, and other devices may all require power.

VoIP service may also stop working when the broadband Internet service is unavailable, degraded, disconnected, suspended, or otherwise unable to carry VoIP traffic. Restoration of electrical power alone does not guarantee restoration of VoIP service if Internet connectivity, equipment, or upstream voice systems remain unavailable.

12. Backup Power and Alternative Communications

Crowsnest strongly recommends that customers maintain an alternative means of communication capable of contacting emergency services during a power, Internet, equipment, or VoIP outage, such as a charged mobile telephone where cellular service is available.

If uninterrupted communications are important to you, you are responsible for obtaining and maintaining appropriate backup power for all equipment required to operate the VoIP service. Backup power duration depends on the equipment, battery capacity, load, condition, maintenance, and other factors and is not guaranteed by Crowsnest unless expressly agreed in writing.

13. Emergency Services, Life-Safety Uses, and Backup

Internet and VoIP services depend on electrical power, network availability, and functioning equipment. Unless Crowsnest expressly agrees otherwise in writing, the service is not designed or warranted for uninterrupted life-safety, medical monitoring, alarm, fire, elevator, emergency-response, or other mission-critical use. You are responsible for appropriate backup power and alternative communications for such uses.

Customers should not use Crowsnest residential VoIP as the sole communications path for any system or application where failure or delay could create a material risk to life, safety, health, property, or emergency response.

14. Customer 911/E911 Acknowledgment

By ordering or activating Crowsnest VoIP service, you acknowledge that you have been advised that VoIP 911/E911 service may be limited or unavailable during loss of electrical power, loss of broadband connectivity, equipment failure, network interruption, service suspension, or when Registered Location information is inaccurate or has not yet been updated.

You further acknowledge your responsibility to maintain accurate Registered Location information, to inform household members and other users of the VoIP service about these limitations, and to maintain an alternative means of contacting emergency services.

Crowsnest may require a separate affirmative acknowledgment of these 911/E911 limitations during ordering or activation and may retain a record of that acknowledgment.

15. Privacy and Customer Proprietary Network Information

Crowsnest handles customer information in accordance with its Privacy Policy and applicable law. VoIP service may generate information concerning telephone numbers called, call timing and duration, services used, and other Customer Proprietary Network Information (CPNI).

Crowsnest will protect CPNI and other protected customer information as required by applicable law and FCC rules. This section does not replace any operational, authentication, recordkeeping, breach-response, certification, or other compliance obligations that may independently apply to Crowsnest or its underlying providers.

16. Suspension and Termination

Crowsnest may restrict, suspend, or terminate VoIP service in accordance with the Crowsnest Terms of Service, these VoIP Terms, applicable law, and any applicable notice requirements. Grounds may include nonpayment, fraud, unlawful use, material violation of these VoIP Terms or the Acceptable Use Policy, misuse of the service, security or network threats, or conduct that materially harms the service, network, provider, employees, contractors, customers, or other users.

Crowsnest may act without advance notice where reasonably necessary to protect people, networks, systems, facilities, equipment, or other users; respond to fraud or unlawful activity; address a material security threat; or prevent ongoing damage or abuse, to the extent permitted by applicable law.

Suspension or termination does not eliminate charges or obligations incurred before the effective date of suspension or termination.

17. Changes to Service or These Terms

Crowsnest may modify the VoIP service or these VoIP Terms from time to time. When notice is required by law or by another applicable Crowsnest agreement, Crowsnest will provide notice using an appropriate method.

The version and effective date shown at the beginning of these VoIP Terms identify the terms currently published by Crowsnest. When affirmative acceptance is required for a new version, Crowsnest may require the customer to accept the revised terms before continuing or modifying service.

18. Relationship to Other Crowsnest Policies

VoIP service remains subject to the Crowsnest Broadband Terms of Service, Acceptable Use Policy, Privacy Policy, and Network Management Policy, as applicable. These VoIP Terms add requirements and disclosures specific to Home Phone/VoIP service.

Nothing in these VoIP Terms limits rights or obligations that cannot lawfully be limited or waived.

19. Contact Information

Questions about Crowsnest Home Phone, number portability, Registered Location, 911/E911 information, or these VoIP Terms should be directed to Crowsnest Broadband LLC through the contact methods published on the Crowsnest Broadband website.

If you believe the physical location associated with your VoIP service is incorrect, contact Crowsnest promptly and do not rely on the service for location-dependent emergency calling until the information has been corrected and the update is effective.

Regulatory Note

These VoIP Terms are intended to provide customer disclosures and contractual terms for Crowsnest Broadband's VoIP service. They do not replace Crowsnest's separate operational and regulatory obligations. Crowsnest should periodically review its 911/E911, registered-location, customer-acknowledgment, CPNI, recordkeeping, and related procedures against current FCC requirements and the capabilities and obligations of its underlying VoIP provider.

Document Control

Document	Crowsnest Broadband VoIP Terms of Service
Version	4.0
Effective Date	September 25, 2026
Status	Owner-approved draft for publication and checkout integration

Crowsnest Broadband LLC • VoIP Terms of Service • Version 4.0