In accordance with CRTC requirements, Videotron offers two types of relay services :
- Teletypewriter (TTY) relay service (711)
- Internet Protocol (IP) relay service
These services allow people with a hearing or speech impairment to make or receive calls via text, with the assistance of an operator.
What is the Relay service (711) for the hearing-impaired?
The Relay service (711) is adapted to the needs of people who have a hearing or speech impairment and use a telecommunications device for the deaf, a teletypewriter (TTY) or other types of specialized equipment. Two 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
How to use the Relay service 711
To use the relay service for the hearing impaired, dial 711 on your TTY.
- • If you do not have a TTY and wish to reach a hearing-impaired person through the relay service, you can do so by dialing 1 800 855 0511.
- If you are a hearing-impaired person and wish to reach another hearing-impaired person through the relay service, you can do so by dialing 1 800 855 1155.
Good to know
It is also possible to use the IP relay service for the hearing-impaired, either on a computer or on a mobile device..
What is Videotron IP Relay?
Videotron IP Relay is a relay service allowing deaf and hard-of-hearing individuals to place and receive text-based relay calls from their personal computer (PC) and/or mobile device.
During a call, a Videotron IP Relay operator connects an IP Relay caller to a hearing user. All calls are strictly confidential.
Accessing the Videotron IP Relay Calls service
If you are a deaf or hearing-impaired person, once your account is created, you will receive a 9-digit number and password and be able to make and receive Videotron IP Relay calls.
To make IP Relay calls, you will need a computer, a smartphone, or a tablet connected to Internet.
Good to know
Hearing users can place calls to deaf and hard-of-hearing individuals using Videotron IP Relay by dialling 1-855-888-8080 and providing the agent with their 9-digit IP Relay number. Once the deaf individual is logged onto Videotron IP Relay, they will receive a message alerting them of an incoming IP Relay call.
How Videotron’s IP relay service works
- Click on the Address Book tab at the top of the IP Relay page.
- The Address Book will be displayed on your screen.
- Select what you would like to do:
• Edit – Allows you to change contact information.
• Delete – Allows you to remove a contact from your address book.
• Call – Automatically adds the number in the Number to dial field.
• Add – Allows you to add contacts.
- Close the window to return to the Make a call screen.
IP Relay terms of service
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.
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.
What is the Video Relay service?
Video Relay service (VRS) is a free service offered by VRS Canada allowing you to make video calls with a sign language interpreter via an app installed on a smartphone, computer or tablet.
Good to know
The service is destined to customers who use sign language to communicate and connects you to people or businesses that do not use sign language. It can also connect you to other sign language users.
In order to use this service or for more information, visit VRS Canada’s website.
Frequently asked questions about IP Relay
Be sure to provide the following information to Videotron IP Relay operator:
- Your current street address (where are you?)
- Your name
- The nature of the emergency
- Any additional information that may be of help to emergency personnel