Request for use of the IP relay service for the hearing-impaired

To use the IP relay service for the hearing-impaired, you must first request it by following the instructions below.

Already registered?

Access the IP relay service (IP to voice).


Dial 1 855 888-8080 (Voice to IP).

Submit your service request

Write an email containing the following information.

  • Videotron account number
  • First and last Name
  • Videotron phone number
  • Email adress
  • Language of correspondance : french / english
  • Security question (For example : What is my favorite animal?)
  • Answer to the security question
  • I have read and accepted the terms and conditions : Yes / No

Subject of the message must be: “Request for use of the IP relay service” and send it to the address corresponding to the type of business :

This is an agreement between you and Videotron. It sets out the terms and conditions (the "Service Terms") that apply to your use of the forborne IP relay service and associated telecommunications services that Videotron provides (the "Services"). The Service Terms, together with Videotron rules and policies applying to the use of the Services, any terms stated on your bill and the prices, discount rates and other terms applicable to the Services of which Videotron notifies you, form the agreement between you and Videotron for the Services (the "Agreement").The Services described herein are supplied under the terms and conditions of the Master Wholesale Agreement.

For the purposes of these Service Terms, "you" refers to the person or business whose name appears on the Service registration and bill.

Service Description
The Service is accessed through the Internet via a compatible device and a secure web page. You are responsible for obtaining the applicable Internet access service and compatible device required to access the Service. The Service is a text based form of message relay service that uses the Internet and compatible device to facilitate communication with hearing persons via an operator. Once a call is initiated by you, a specially trained operator will attempt to connect your call to the hearing person for whom the call is intended and once connected relay the conversation by voice. The Service is for individual use only. Any other use of the Service is strictly prohibited. Although the Service is intended to be available 24 hours a day, 7 days a week, technical or service interruptions may arise which can result in the Service being temporarily unavailable. Videotron may deny or limit the use of the service for any lawful reason.

Permissible Call Types
The Service permits you to place certain Internet relay calls using the Services as set forth in the Videotron website. 900 pay-per-call and any other types of calls, of which Videotron notifies you, are not permitted. The Service is not designed for emergency call, nor should it be used as a substitute for 9-1-1 services.

You acknowledge and agree that:
in regard to a call to the emergency telephone number 9-1-1, use of the Service may result in calling line identification being delivered to Videotron ' network; the use of calling line identification in association with Service could result in calls originating from a location other than the location associated by Videotron with the calling line identification for that number; if, in dispatching emergency services in response to a call to 9-1-1, reliance is placed on information associated with the calling line identification received by Videotron ' network in conjunction with the call to 9-1-1, emergency services may not be routed to the location from which the call to 9-1-1 originated; and in regard to a call to 9-1-1, you or any person using the Service or any services used in conjunction with Service is responsible to provide complete and accurate information relating to the actual location of the emergency situation to the emergency services call operator. Without restricting any other indemnities set forth herein, you are responsible and shall indemnify Videotron for, and save Videotron harmless from and against, all charges, losses, costs, liabilities and damages of any kind whatsoever related to emergency services being dispatched to a location other than the location from which the call to 9-1-1 originated as a result of:

any use by you of the Service that results in the location associated by Videotron with a calling line identification being a location other than the location from which the call to 9-1-1 originated; or the failure by you or any person using the Service or any services used in conjunction with the Service to respond, or provide complete or accurate information, to a 9-1-1 or emergency call operator requesting a response or information in order to properly dispatch emergency services.

Your Responsibilities
You are required to be properly registered via the Service Web Site and have a Videotron billing account in order to use the Service. Your phone number must be the one that is currently on file with Videotron. Videotron Service can only be used in areas where Videotron offers service. The Service cannot be used anywhere else.

You must obtain an Internet access service and provide compatible end user equipment for use with the Service.

Other Documents
You will sign any authorizations required by other companies in order for Videotron to provide the Services.

Long Distance Charges
Long distance calls are not currently included in your Videotron long distance plan and will appear on your bill as an assisted call or as charges from other carriers.

Your Account
You represent and warrant that you have reached the age of majority (at least 18 or 19 years of age) in the province or territory in which you reside and that you possess the legal right and ability to enter into this Agreement and use the Services in accordance with this Agreement. As the Services account holder, you are responsible for your account and the maintenance of all passwords related to your account. You are solely responsible and liable for any and all activities that occur under your account. You are also responsible for maintaining the confidentiality of your account and all passwords related to your account. You agree to immediately notify Videotron, by means specified on the Services Web Site, of any unauthorized use of your account or any passwords related to your account or of any other breach of security and to provide assistance to Videotron, as requested, to stop and/or remedy any breach of security.

Customer Information
You agree that the Videotron Privacy Commitment, available for inspection at, as it may be updated from time to time (the "Videotron Privacy Commitment"), shall apply to your use of the Services. You hereby consent to the collection, use and disclosure by Videotron and its agents of your personal information collected in connection with provision and/or use of the Services, for the purposes identified in the Videotron Privacy Commitment and acknowledge that those purposes include the exchange of your account and usage information with other Videotron companies and their affiliates or dealers, for the purpose of offering additional services or products to meet your communications and entertainment needs.

By using the Services and incurring charges for such use, you authorize Videotron to obtain information about your credit history from credit reporting agencies, credit grantors and other Videotron companies from time to time, and consent to the disclosure of your credit history with Videotron to such entities at any time.

You agree to provide true, current, accurate and complete customer information as prompted by Videotron ' registration processes or as otherwise requested by Videotron or its agents and you agree to promptly notify Videotron, by means specified on the Services Web Site, of any changes to this information as required to keep it current, complete and accurate.

Term and Termination
Videotron will provide the Services to you on a month to month basis on these Service Terms.

Unless otherwise agreed, you may terminate this Agreement at any time by notifying Videotron at least 30 days in advance. You may be required to pay Videotron a termination charge in the amount specified on the Service Web Site, as liquidated damages and not as a penalty, in addition to any other amount then owing to Videotron, if you terminate this Agreement or if Videotron terminates the Services for any of the reasons listed below. You may also be required to pay a reconnection fee to have the Services reconnected.

Videotron may suspend the Services if you contravene any provision of these Service Terms, including your obligation to pay for the Services as charges become due. Videotron may terminate the Services (i) immediately and without notice, where Videotron determines that you are using the Services contrary to the acceptable use provisions of this Agreement, (ii) upon three days written notice to you, if any amount owing under this Agreement or any other agreement for services provided to you by Videotron is in arrears, (iii) if you do not remedy any other breach of these Service Terms within 15 days of receiving written notice of the breach from Videotron, (iv) if you become a bankrupt or, if you are a business customer, a receiver or receiver-manager is appointed to manage the affairs of your business, or (v) for any reason, upon 30 days written notice to you.

Any termination of your account shall not relieve you from any amounts owing or other liability accruing under this Agreement prior to the time that such termination becomes effective.