IP Relay FAQ (Frequently Asked Questions)

What is IP Relay?
IP Relay Calls
Why is my IP Relay Number 9 digits?
How do voice callers reach me?
What happens if I'm not logged onto the IP Relay web page or choose to ignore an incoming voice call?
Who can get a nine-digit number?
What happens if I've moved to a new location?
Is this service offered in French?

Emergency Services - Police, Fire and Ambulance

Can I dial emergency services using IP Relay?
How do I call emergency services using IP Relay?
Why must I provide you with a registered wireline phone number for Emergency Service?
Is a P.O. Box an acceptable address for Emergency Service?
What happens if I move or change my current address?
What would happen if I was disconnected from the operator during an Emergency call?
What information should I provide when I call Emergency Services?



IP Relay FAQ (Frequently Asked Questions)

What is IP Relay?

IP Relay is a relay service for deaf and hard-of-hearing individuals to place and receive text-based relay calls from their personal computer (PC) and/or mobile device. An IP Relay operator will connect an IP Relay caller to a voice party. All calls are strictly confidential. All you need to use the IP Relay is a PC with an Internet connection.

* Mobile device access coming soon.

Hearing users can place calls to deaf and hard-of-hearing individuals by dialing IP Relay at the toll free number and providing the IP Relay agent with your 9 digit IP Relay number. When the deaf individual is logged in to IP Relay they will receive a message alerting them of an incoming IP Relay call.

What you need to make IP Relay calls from a PC:

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IP Relay Calls

Deaf individuals must be registered with IP Relay before they are able use the IP Relay service. Once your account is created, you will receive a 9 digit number and password. You will be able to make and receive IP Relay calls.

What type of calls can I make?
Not supported:
IP to Voice calls within North America are free of charge to the IP caller. International and directory assistance calls will be charged at regular rates and will appear on your wireline phone bill.


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Why is my IP Relay Number 9 digits?

The nine-digit number is unique 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.

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How do voice callers reach me?

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

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What happens if I'm not logged onto the IP Relay web page or choose to ignore an incoming voice call?

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

Messages will be displayed on your "Make a Call" screen.

When you make a call, your 10-digit registered wireline number will be displayed on the other person's caller ID screen. They'll know it is you and be more likely to answer the call!

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Who can get a nine-digit number?

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

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What happens if I've moved to a new location?

You must keep your location (address) information up-to-date in your Account Profile to ensure that emergency calls connect to the most appropriate 911 operator.

To make changes or updates on your Account profile, simply log in to the IP Relay page and update your address in your Account profile.

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Is this service offered in French?

IP Relay is available in English and French. Your IP Relay call can be routed to either an English or French IP Relay operator by selecting "English" or "French" before pressing the call button.

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Emergency Services - Police, Fire and Ambulance

Can I dial emergency services using IP Relay?

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 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 IP relay for your emergency calls, be sure to describe your name, location and any important information clearly so the operator can quickly contact your local emergency response center.

**IMPORTANT: If you press the emergency button by accident, DO NOT HANG UP, stay on the call and tell the operator that it was an accident. If you hang up the operator will contact the local police, who may come to the address in your profile to check that you are okay.

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How do I call emergency services using IP Relay?

Simply select the emergency button from the 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 any other identifying information at the beginning of the call.

**IMPORTANT: If you press the emergency button by accident, DO NOT HANG UP, stay on the call and tell the operator that it was an accident. If you hang up the operator will contact the local police, who may come to the address in your profile to check that you are okay.

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Why must I provide you with a registered wireline phone number for Emergency Service?

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

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Is a P.O. Box an acceptable address for Emergency Service?

No. The address you provide is the physical address where you want emergency personnel to go in an emergency. Emergency services cannot be dispatched to post office box addresses.

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What happens if I move or change my current address?

You must remember to update your Address information in your profile. You should do this so that if/when you are in need of help, emergency services personnel are dispatched to the correct address to render aid. It is your responsibility to ensure that this information is up-to-date.

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What would happen if I was disconnected from the operator during an Emergency call?

The operator would complete the call to emergency services and provide emergency services with your information.

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What information should I provide when I call Emergency Services?

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

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