Relay services

1. Enter your access number (9-digit IP Relay number) into the Access Number field.
2. Enter your password.
3. Click on Log on.
4. You will be taken to the Videotron IP Relay service page and you can begin making calls.

1. If you know the 10-digit number you wish to call, enter it into the Number to dial field.
2. Enter operator instructions.
3. Click on the Call button.
4. You will be connected to the next available Videotron IP Relay operator.

1. Enter your 10-digit wireline number in the Number to dial field. This number must have three-way conference capability.
2. Enter operator instructions. You can update your VCO profile or let the operator know you are a VCO caller.
3. Click on the Call button.
4. You will be connected to the next available Videotron IP Relay operator.
5. The Relay operator will call you back at the call-back phone number.
6. Dial the number of the person you wish to conference with.
7. The Videotron IP Relay operator will type the hearing caller’s responses on your IP Relay screen.
8. You will be able to speak directly to the person on the second line.

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.

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:

a. 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’s network.
b. 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.
c. 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’s 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.
d. 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 for providing 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 because of:

e. 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.
f. 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.

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.

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

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.

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.

You agree that the Videotron Privacy Commitment, available for inspection at http://corpo.videotron.com/site/securite-confidentialite-en.jsp, 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’s 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.

IP to Voice, Voice to IP, VCO (Voice Carry Over) two voice lines, HCO (Hearing Carry Over) two voice lines, and local, long-distance and international calls.

Note that calls to 900 numbers and IP to IP calls are not offered.

IP to Voice calls made within North America are free for the IP user. International and directory-assistance calls will be billed at the usual rate. They will be included on your Videotron fixed telephone bill.

The nine-digit number is a unique Videotron IP Relay personal phone number, just like the ones used on standard telephone lines. The nine digits reflect that this is an IP number and not a standard telephone line number. Each number is unique.

The “prefix” numbers (the first three numbers — the area code) do not include 800, 877 or 866.

If you are not logged onto the Videotron IP Relay web page, are not using a device equipped with the app, or you choose to ignore an incoming voice call, the voice caller will have the option to leave a text message.

Text messages will be displayed the next time you connect to the web page or app.

You must keep your address information up to date in your account profile to ensure that emergency calls are passed to 911 operators in your vicinity.

To make changes to or update your account profile:

1. Click on the Profile tab at the top of the IP Relay page.
2. The Profile box will be displayed on your screen.
3. Make changes to the appropriate fields.
4. Click on Save Changes.
5. Your profile has been updated. Close the window to return to the Make a call screen.

Videotron IP Relay is available in English and French. Your IP Relay number can be routed to either an English or French IP Relay operator by selecting English or French as your preferred language in your account profile.

1. Click on the Preferences tab at the top of the IP Relay page.
2. The Preference box will be displayed on your screen.
3. The following options are available:
   • Language (English/French)
   • Font size & colour
4. Save your changes (they will be updated the next time you log on) or click on Reset to start over.
5. Close the window to return to the Make a call screen.

Yes, but we urge you to call 9-1-1 using your TTY (if available) for emergency calls to avoid possible life-threatening delay.

If you need to contact emergency services such as police, fire and ambulance using Videotron IP relay, the IP Relay operator will route your emergency call over the wireline E911 network to the nearest public safety answering point (PSAP) based on your registered wireline phone number.

When using Videotron IP relay for your emergency calls, be sure to clearly mention your name, location and any important information so that the operator can quickly contact your local emergency response centre.

Simply select the Emergency button from the Videotron IP Relay Make a call tab. The IP Relay operator will verify your location even if you have a registered wireline phone number on file. Be sure to clearly describe your emergency and mention any other identifying information at the beginning of the call.

To make sure the emergency personnel (police, fire, ambulance) know where to go in the event of an emergency.

No. The address provided must be the physical address where emergency personnel must present themselves in the event of an emergency. Emergency services cannot be dispatched to post office box addresses.

The operator will complete the call to Emergency Services and provide them with your information.