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Videotron IP Relay FAQ (Frequently Asked Questions)

Videotron IP Relay is accessible at:

https://iprelay.videotron.com

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. A Videotron IP Relay operator will connect an IP Relay caller to a hearing user. All calls are strictly confidential. All you need to use Videotron IP Relay is a PC with an Internet connection.

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 Videotron IP Relay 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.

What you need to make Videotron IP Relay calls:

  • A computer, smartphone, or tablet
  • An Internet connection
  • Internet browser or the Videotron IP Relay mobile app

Videotron IP Relay Calls

Deaf individuals must be registered with Videotron IP Relay before they can use the Videotron IP Relay service. 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.
  • IP to Voice
  • Voice to IP
  • VCO (Voice Carry Over) two voice lines
  • HCO (Hearing Carry Over) two voice lines
  • Local, long-distance and international calls

Not offered:

  • Calls to 900 numbers
  • IP to IP calls

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.
Voice callers can simply dial the toll free Videotron IP Relay number 855-888-8080 and provide the Videotron IP Relay operator with your dedicated
9-digit number. The IP Relay operator will connect to your IP number. You must be logged onto Videotron IP Relay in order to receive an incoming call. The voice caller's number will be displayed and you’ll have the option to accept or ignore the incoming call.

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.
Any person who is deaf, hard of hearing or has a speech disability and uses relay services may register for a 9-digit Videotron IP Relay number.

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, simply log onto the Videotron IP Relay page and update your address in your account profile.

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.

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 Videotron 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 Videotron 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.

Be sure to tell the Videotron IP Relay Operator the following information:

  • 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

How to log onto Videotron IP Relay

  • Enter your access number
    (9-digit IP Relay number) into the Access Number field
  • Enter your password
  • Click on "log on"
  • You will be taken the Videotron IP Relay service page and you can begin making calls


How to make an IP to Voice call

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


How to make an international IP to Voice call

  • Enter the international number in the "Number to dial" field
  • Select the "international" checkbox
  • Enter operator instructions
  • Click on the "Call" button
  • You will be connected to the next available Videotron IP Relay operator

How to update Profile information
* IMPORTANT Updating your profile information is your responsibility. Please keep all address information up-to-date in case of emergency.

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

How to use the Address Book

  • Click on the Address Book tab at the top of the IP Relay page
  • The Address Book box 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


How to change your Preferences

  • Click on the "Preferences" tab at the top of the IP Relay page
  • The Preference box will be displayed on your screen
  • The following options are available:
    • Language (English/French)
    • Font size & colour
  • Remember to save your changes
  • Changes to your preferences will be updated the next time you log on
  • Click on "Reset font" to start over
  • Close the window to return to the "Make a call" screen

How to make a two-line Voice Carry Over (VCO) IP Relay Call

  • Enter your 10-digit wireline number in the "Number to dial" field
    • This number must have three-way conference capability
  • Enter operator instructions
    • You can update your VCO profile
    • Let the operator know you are a VCO caller
  • Click on the "Call" button
  • You will be connected to the next available Videotron IP Relay operator
  • The Relay operator will call you back at the call-back phone number
  • Dial the number of the person you wish to conference with
  • The Videotron IP Relay operator will type the hearing caller's responses on your IP Relay screen
  • You will be able to speak directly to the person on the second line
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Need help? Contact Technical Support
Customer service
Services for the
hearing impaired (TTY)
1-877-380-2611
From your Videotron mobile phone, dial 611.
24/7
  
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