Skip navigation links



Videotron is committed to facilitating access to its services for everyone.

All Videotron clients/customers deserve the same level of service. This is why our services are adapted for people with impaired hearing, speech, vision or other disabilities, as well as for our clients with reduced mobility.

Videotron is aware of the accessibility challenges its clients may encounter and is always on the lookout for latest innovations in this area. Do not hesitate to write to us to recommend any device or program that would improve access to our services for everyone.

To subscribe to any of our adapted services, contact a Videotron Customer Service representatives by telephone, TTY, or e-mail.


T911 service, for people who are deaf or hearing impaired or who have a speech impediment.

This service is available to customers subscribed to a mobile telephony plan who are deaf or hearing impaired or who have a speech impediment.

T911 service enables people who are deaf or hearing impaired or who have a speech impediment to communicate with 911 emergency services via text messaging. This service is available exclusively to these groups of customers. Although T911 service is currently available only in a limited number of regions in Canada, people who are deaf or hearing impaired or who have a speech impediment to communicate can nonetheless register for the T911 service. That said, once registered, these people will only be able to utilize T911 service in regions where the service is available. To follow the roll out and availability of the service in your area or one that you will visit:

1- Terms of use:


  1. You must be the holder or authorized user of a Videotron account and be subscribed to our mobile telephony service.
  2. You must subscribe to a mobile line that is capable of sending and receiving text messages.
  3. You must have a mobile device that is compatible with T911 service.
    Here is a list of Videotron certified devices.
  4. You must submit your request by filling out the form below.


PLEASE NOTE: In order for T911 service to work in a given area, it must be supported by local 911 emergency services. Make sure that the service is available where you wish to use it:


2- How to subscribe to T911 service?


  1. Fill out the form.
  2. You will receive a text message from Videotron confirming that the service has been activated. If no text message is received within five (5) working days, you must contact Customer Service.


3- Do you have a compatible device?


Use of T911 service requires a compatible mobile phone. Youare responsible for ensuring your device's compatibility.

4- What to do when making an emergency call?


  1. Make a voice call to 911. Be sure to unlock your mobile phone's key pad before making a voice call to 911.
  2. Wait for the 911 dispatcher to reply via text messaging.
  3. Continue communication via text messaging. Do not end the voice call to 911. It allows the operator to hear the emergency and also receive important information including call back number and location information. When the emergency has ended, you will get a text message indicating the end of the session. You can then end the voice part of the 911 call.

For more information on T911 Service:


The Wireless Code

The CRTC’s Wireless Code, which came into effect in December 2013 and was updated in December 2017, establishes requirements that all Canadian wireless providers must meet for, most notably, cancellation fees, limits on data & roaming charges, unlocked Mobile phones, trial periods and the language used in your contract.

For more information about the Wireless Code, please visit CRTC's website.

Customers with accessibility needs are encouraged to watch The Wireless Code and Your Rights as a Canadian Wireless Consumer


Access to our Website

The new modules integrated into the future site (currently under construction) will comply with the Web Content Accessibility Guidelines 2.0 (WCAG 2.0) standards set out by the World Wide Web Consortium (W3C) international organisation. For more information on these standards, refer to the full description of W3C:

The WCAG 2.0 standards include the following terms:

  • All our non-textual features (images, animations, etc.) can be replaced by textual equivalents, including the hyperlinks that are associated with them.
  • Our videos and animations are accompanied by a text and/or soundtrack that describe the information conveyed by the images.
  • All our pages display enough contrast to enable viewers to distinguish all the features without displaying colours.
  • The content of our pages is prioritized, structured and presented through the medium of HTML and CSS flagging in accordance with W3C standards and current Web practices, including full descriptive headers.
  • Our pages can be displayed in an intelligible way even when the cascading style sheets (CSS) are deactivated.
  • All interactive features on our pages can be commanded independently using a mouse or keyboard.
  • The destinations of all our hyperlinks are explicitly indicated.
  • All our pages are accessible through an independent website address (URL).
  • We offer a site map in text format that makes it easy to find your destination.
  • Our texts are written in clear and concise language and important information is clearly featured.

In addition, certain features of the Videotron site comply with WCAG version 2.0 "level 2" standards. This applies to the contrast of our titles and headers and to certain navigation features throughout the site.

For more information on these standards, refer to the full description of W3C:


Relay service for the hearing-impaired

For cable telephone subscribers who have a hearing or speech impairment

The 711 service is adapted to the needs of people who have a hearing or speech impairment and use a telecommunications device for the deaf (TTY), a teletypewriter or other types of specialized equipment.

Various methods for routing calls are available:

  • "Voice Carry Over" (VCO): for the hearing impaired who can talk without assistance.
  • "Hearing Carry Over" (HCO): for the speech impaired who can hear without assistance.

To use the relay service for hearing impaired, dial 711 on your TTY. People who do not have a TTY and wish to reach a hearing impaired person through the relay service can do so by dialing 1-800-855-0511. Hearing impaired people who wish to reach a hearing impaired person through the relay service can do so by dialing 1-800-855-5511.

It is also possible to use the IP relay service for the hearing-impaired. Registration beforehand is required. Small and medium-sized businesses can register for it online starting today, by filling out our service request form. Larger businesses must contact their representative to request the service.

Already registered?

Access the IP relay service (IP to voice):
Dial 1 855 888-8080 (Voice to IP)

Our Customer Service and Technical Support representatives can be reached during business hours via the TTY system (see contact information).

Videotron does not provide TTY or other types of specialized equipment. Contact a hearing-aid acoustician to purchase or rent such devices.



Rates for mobile phone subscribers

Rates for cable telephone subscribers

  • Local calls: All local calls are free.
  • Long distance calls: Long distance calls are not currently included in your Videotron long distance plan and will appear on your bill as an assisted call.


Adapted mobile repair services

For mobile telephone subscribers with reduced mobility

Videotron offers a free mobile phone repair service to customers with reduced mobility.

If your phone is diagnosed as defective during a technical support call with Videotron, we will send you a package with a courtesy wireless phone along with a return slip to send us your defective phone free of charge. Once your wireless phone has been repaired, it will be sent back to you with a second return slip that you can use to return the courtesy device free of charge. A rush courier service will handle both operations, delivering to and pick up from your door.

Persons considered eligible for the "impaired mobility" service are clients who have a motor, sensory or physical disability preventing them from coming to a Videotron service location themselves.

Charges may apply for the repair of devices and/or breakage not covered under warranty.


Alternative billing

For all subscribers who are blind or have a visual impairment

Several alternative methods for printing invoices are available to our blind or visually impaired clients free of charge. Our invoices are available in Braille, large print or digital format. With this type of subscription, our clients can also access certain communications related to alternative methods for printing invoices as requested by the client.


Other services


What is closed-captioning for the hearing impaired?

This is text that accompanies the program on the screen. It allows the viewer to read an abbreviated version of the actors' dialog and important sounds. For sporting events, the captions contain the commentators' descriptions. They are intended for people who have difficulty hearing or distinguishing sounds.

Service availability

The closed-captioning service is offered on all illico digital terminals. If the channel offers the program you are watching with closed-captioning, a CC note will be indicated in the description of the program in the TV listings guide of your illico terminal. Many TV sets support closed-captioning for the hearing impaired with RF and baseband inputs.

Who provides the closed-captioning text?

Several companies (sources) provide closed-captioning services to television networks and production companies for their standard (analog) and digital programs.