T911 service request

The T911 service is exclusively available to people who are deaf, hearing impaired or who have a speech impediment.

Conditions

To be eligible to the T911 service, you must meet the following conditions:

  1. You must be the holder or authorized user of a Videotron account and be subscribed to our mobile service.
  2. You must be subscribed to a mobile line that is able to send and receive text messages.
  3. You must have a phone that is compatible with the T911 service. You are responsible for ensuring your devices compatibility.

Alcatel Go Flip 3, Google Pixel 4, Google Pixel 4XL, Google Pixel 4a, Google Pixel 4a with 5G, Google Pixel 5, Huawei GR 5W, Huawei Nexus 6P, LG G Stylo, LG G4, LG G5, LG Stylo 2 Plus, LG V20, Motorola Moto G Play 2024, Motorola One 5G Ace, Samsung Galaxy A15 5G, Samsung Galaxy A32 5G, Samsung Galaxy A52 5G, Samsung Galaxy A5MC, Samsung Galaxy Note 3MC, Samsung Galaxy Note20 Ultra 5G, Samsung Galaxy S10, Samsung Galaxy S10 Plus, Samsung Galaxy S10e, Samsung Galaxy S20, Samsung Galaxy S20 FE 5G, Samsung Galaxy S20 Plus, Samsung Galaxy S20 Ultra, Samsung Galaxy S21 5G, Samsung Galaxy S21 Ultra 5G, Samsung Galaxy S21 plus 5G, Samsung Galaxy S23 FE, Samsung Galaxy S24, Samsung Galaxy S24+, Samsung S24 Ultra, Samsung Galaxy S5 Neo, Samsung Galaxy S6 edge+, Samsung Galaxy S6 edge MC, Samsung Galaxy S6 MC, Samsung Galaxy S7, Samsung Galaxy S7 edge, Samsung Galaxy S8, Samsung Galaxy S8 Plus, Samsung Galaxy S9, Samsung Galaxy S9 Plus, Samsung Galaxy Z Fold2 5G, Sony Xperia M2 Aqua, Sony Xperia M4 Aqua, Sony Xperia X, Sony Xperia ZL, TCL 20 Pro 5G, TCL 20S

Registration request

Write an email containing the following information :

Account holder/authorized use

  • Videotron account number
  • First and last Name
  • Email adress

Person to subscribe to the service

  • First and last Name
  • Preferred language of communication for the T911 service: french / english
  • Phone number of the Videotron mobile line on which the service will be activated

I have read and accepted the terms and conditions : Yes / No

Subject of the message must be “T911 service request” and send it to the address corresponding to the type of business:

It may take up to five (5) working days for your request to be processed. If your request is accepted, you will receive a text message confirming that the service has been activated.

If you do not receive a text message, please contact Customer Service (https://videotron.com/en/business/contact-us).

CONDITIONS

IMPORTANT : Although T911 service is currently available only in a limited number of regions in Canada, people who are deaf, 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 rollout and availability of the service in your area or one that you will visit: http://www.textoau911.ca

This agreement is established between you and Videotron. It stipulates the terms and conditions (the "terms of service") that apply to the use of T911 service (the "Service").

For the purposes of the terms of service, "Customer" indicates the person or company whose name appears on the Service Subscription form and on the invoice.

  1. Description of service
    The Service can be accessed from a mobile phone. The Service enables people who are deaf, hearing impaired or who have a speech impediment to communicate with 911 services via text messaging. This service is free.
     
  2. How it works
    To use the Service, the Customer must:
    a. Subscribe to the Service by filling out the form found on our website, at videotron.com.
    b. Receive a text message from Videotron, confirming that the Service has been activated. If the Customer does not receive a text message within five (5) working days, they must contact Customer Service.

    When making an emergency call, the Customer must:
    a. Make a voice call to 911 emergency services. The customer must be sure to unlock the keypad of their mobile phone prior to making a voice call to 911.
    b. Wait for the 911 dispatcher to answer via text messaging.
    c. Continue communication via text messaging. The customer should not end the voice call to 911. It allows the 911 operator to hear the emergency and receive important information including the customer's call back number and the customer's location information. When the emergency has ended, the customer will receive a text message indicating the end of the communication session. The customer can then end the voice call to 911.
     
  3. Scope of service
    a. The Service is available only in Canada, on Videotron's Mobile network and its partner network. b. The Service is accessible only in areas where it is supported by local 911 emergency services. For the Service coverage areas, see textwith911.ca.
    c. Although the Service is meant to be available 24 hours a day, 7 days a week, technical problems or service interruptions may occur at any time and may cause a temporary service outage.
     
  4. Permitted usage of Service
    a. The Service must only be used in emergency situations where police, fire department or medical intervention is necessary.
    b. The Service is reserved exclusively for people who are deaf, hearing impaired or who have a speech impediment.

    Terms of use
    a. Only a Videotron account holder or authorized user subscribed to a mobile service is entitled to fill in the Service Subscription form.
    b. Before the account holder, or in certain cases, the mobile line's authorized user may benefit from the Service, the subscription form must be filled out and the Service must be activated. Prior to using the Service, the user must ensure the reception of a text message confirming activation.
    c. A mobile line capable of sending and receiving text messages is necessary in order to use the Service.
    d. A mobile phone compatible with the Service is necessary in order to use the Service. A list of Videotron certified phones is available on our website at videotron.com
    e. If the Customer's mobile service is interrupted due to non-payment or non-compliance with the terms and conditions of the mobile telephony service, the Service will no longer be available. However, the Service user will still be able to make voice calls to 911.
    f. A change in phone number of the Videotron mobile line will cause a temporary Service interruption.
    g. Transferring a Videotron mobile line from one account holder to another will cause a temporary Service interruption.
    h. Subscription to the Service will not be maintained if a customer ports their number to another service provider. In such a case, the customer will have to re-subscribe.
     
  5. Your account
    You represent and warrant that you are of legal age in the province or territory in which you reside (18 or 19 years old), that you possess the legal right and ability to enter into this agreement and that use of the Service will be done in accordance with these Terms of service.
     
  6. Duration and termination
    a. Videotron will provide the Service in accordance with the terms and conditions stipulated in this agreement.
    b. Customer may cancel this agreement at any time.
    c. Videotron may interrupt the Service in the event that the terms and conditions stipulated in this agreement would not respected.

How to make an emergency phone call?

You must first make a voice call to 911. The emergency dispatcher will then send you a text message, thus establishing communication.

Good to know
Please note that the voice call must last throughout the entire communication with 911 in order to allow the emergency response officer to hear everything that is going on around you.

Compatible device
Use of the T911 service requires a compatible mobile phone. You are responsible for ensuring your devices compatibility. Here is a list of Videotron certified devices.

Alcatel Go Flip 3, Google Pixel 4, Google Pixel 4XL, Google Pixel 4a, Google Pixel 4a with 5G, Google Pixel 5, Huawei GR 5W, Huawei Nexus 6P, LG G Stylo, LG G4, LG G5, LG Stylo 2 Plus, LG V20, Motorola Moto G Play 2024, Motorola One 5G Ace, Samsung Galaxy A15 5G, Samsung Galaxy A32 5G, Samsung Galaxy A52 5G, Samsung Galaxy A5MC, Samsung Galaxy Note 3MC, Samsung Galaxy Note20 Ultra 5G, Samsung Galaxy S10, Samsung Galaxy S10 Plus, Samsung Galaxy S10e, Samsung Galaxy S20, Samsung Galaxy S20 FE 5G, Samsung Galaxy S20 Plus, Samsung Galaxy S20 Ultra, Samsung Galaxy S21 5G, Samsung Galaxy S21 Ultra 5G, Samsung Galaxy S21 plus 5G, Samsung Galaxy S23 FE, Samsung Galaxy S24, Samsung Galaxy S24+, Samsung S24 Ultra, Samsung Galaxy S5 Neo, Samsung Galaxy S6 edge+, Samsung Galaxy S6 edge MC, Samsung Galaxy S6 MC, Samsung Galaxy S7, Samsung Galaxy S7 edge, Samsung Galaxy S8, Samsung Galaxy S8 Plus, Samsung Galaxy S9, Samsung Galaxy S9 Plus, Samsung Galaxy Z Fold2 5G, Sony Xperia M2 Aqua, Sony Xperia M4 Aqua, Sony Xperia X, Sony Xperia ZL, TCL 20 Pro 5G, TCL 20S

Registration schedule

Monday to Friday: 7:30 a.m. to 10 p.m.

Saturday and Sunday: 8 a.m. to 8 p.m.


For more information

For more information on T911 Service: http://www.textoau911.ca