Videotron is committed to facilitating access to its services for everyone.
All Videotron clients/customers deserve the same level of service. This is why our services are adapted for people with impaired hearing, speech, vision or other disabilities, as well as for our clients with reduced mobility.
Videotron is aware of the accessibility challenges its clients may encounter and is always on the lookout for latest innovations in this area. Do not hesitate to write to us to recommend any device or program that would improve access to our services for everyone.
T911 service, for people who are deaf or hearing impaired or who have a speech impediment.
This service is available to customers subscribed to a mobile telephony plan who are deaf or hearing impaired or who have a speech impediment.
T911 service enables people who are deaf or hearing impaired or who have a speech impediment to communicate with 911 emergency services via text messaging. This service is available exclusively to these groups of customers.
At this time, the T9-1-1 service is not available in any region of the country. It will be progressively deployed in the different municipalities and regions across Canada over the next few years. To follow the roll out and availability of the service in your area or one that you will visit: www.Textwith911.ca
- You must be the holder or authorized user of a Videotron account and be subscribed to our mobile telephony service.
- You must subscribe to a mobile line that is capable of sending and receiving text messages.
- You must have a mobile device that is compatible with T911 service. Here is a list of Videotron certified devices.
- A form will be online shortly, as soon as the service will begin to be available in Canada, enabling you to register for the T911 service. Meanwhile, you can follow the the roll out and availability of the service at: www.Textwith911.ca
PLEASE NOTE: In order for T911 service to work in a given area, it must be supported by local 911 emergency services. Make sure that the service is available: www.Textwith911.ca
2- How to subscribe to T911 service?
- Fill out the form. You will be able to complete the form as soon as the service will begin to be offered in Canada
- Once the form will be available online and you will have filled it out, you will receive a text message from Videotron confirming that the service has been activated. If no text message is received within 3 business days, you must contact Customer Service.
3- Do you have a compatible device?
Use of T911 service requires a compatible mobile phone. The customer is responsible for ensuring their device's compatibility. Here is a list of Videotron certified devices.
4- What to do when making an emergency call?
- Make a voice call to 911.
- Wait for the 911 dispatcher to reply via text messaging.
- Continue communication via text messaging. 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.
For more information on T911 Service: www.Textwith911.ca
Access to Videotron's Websites
The new modules integrated into Videotron's websites - videotron.com, corpo.videotron.com, affaires.videotron.com - comply with the Web Content Accessibility Guidelines 1.0 (WCAG 1.0) standards set out by the World Wide Web Consortium (W3C) international organization. For more information on these standards, refer to the full description of W3C: http://www.w3.org/TR/WCAG10/.
The WCAG 1.0 standards include the following terms:
- All our non-textual features (images, animations, etc.) can be replaced by textual equivalents, including the hyperlinks that are associated with them.
- Our videos and animations are accompanied by a text and/or soundtrack that describe the information conveyed by the images.
- All our pages display enough contrast to enable viewers to distinguish all the features without displaying colors.
- The content of our pages is prioritized, structured and presented through the medium of HTML and CSS flagging in accordance with W3C standards and current Web practices, including full descriptive headers.
- Our pages can be displayed in an intelligible way even when the cascading style sheets (CSS) are deactivated.
- All interactive features on our pages can be commanded independently using a mouse or keyboard.
- All windows or redirection contain a warning upon opening.
- The destinations of all our hyperlinks are explicitly indicated.
- All our pages are accessible through an independent website address (URL).
- We offer a site map in text format that makes it easy to find your destination.
- Our texts are written in clear and concise language and important information is clearly featured.
In addition, certain features of Videotron's websites comply with WCAG version 1.0 "level 2" standards. This applies to the contrast of our titles and headers and to certain navigation features throughout the sites.
For more information on these standards, please refer to the full description of W3C: http://www.w3.org/TR/WCAG10/.
Telephone directory assistance (411) package
For cable telephone subscribers aged 65 or older or who have a disability
This free* monthly package provides unlimited access to directory assistance services to our clients aged 65 or older or have a disability.
The directory assistance service can be added to your Videotron cable telephone subscription for a minimum period of 30 days. It can only be added or removed on the last day of your billing cycle. The account must be in the name of the beneficiary or person who is acting as a proxy for the beneficiary.
To use the directory assistance service, just dial 411. Overseas directory assistance is also available through the operator (0).
* Certain conditions apply.
For residential customers with a disability
This free service* provides unlimited access to operator assistance. It is available to eligible customers who have a disability that prevents them from dialling a telephone number themselves.
To use the free operator assistance service, simply dial 0 from your home phone.
Long-distance charges will be billed at the applicable rate or according to your long-distance plan. Local calls and calls between subscribers to Videotron telephone service are free.
* Certain conditions apply.
Relay service for the hearing-impaired
For cable or wireless telephone subscribers who have a hearing or speech impairment
The 711 service is adapted to the needs of people who have a hearing or speech impairment and use a telecommunications device for the deaf (TTY), a teletypewriter or other types of specialized equipment.
Various 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.
To use the relay service for hearing impaired, dial 711 on your TTY. People who do not have a TTY and wish to reach a hearing impaired person through the relay service can do so by dialing 1-800-855-0511. Hearing impaired people who wish to reach a hearing impaired person through the relay service can do so by dialing 1-800-855-1155.
It is also possible to use the IP relay service for the hearing-impaired. You may register for it online starting today, by filling out our service request form.
Access the IP relay service (IP to voice): https://iprelay.videotron.com
Dial 1 855 888-8080 (Voice to IP)
Our Customer Service and Technical Support representatives can be reached during business hours via the TTY system (see contact information) or through the chat line on our site.
Videotron does not provide TTY or other types of specialized equipment. Contact a hearing-aid acoustician to purchase or rent such devices.
Long-distance calls made through the relay service (711 or IP) will be billed as per your long-distance plan and its current rates.
Adapted wireless phone repair services
For wireless telephone subscribers with reduced mobility
Videotron offers a free wireless phone repair service to customers with reduced mobility.
If your phone is diagnosed as defective during a technical support call with Videotron, we will send you a package with a courtesy wireless phone along with a return slip to send us your defective phone free of charge. Once your wireless phone has been repaired, it will be sent back to you with a second return slip that you can use to return the courtesy device free of charge. A rush courier service will handle both operations, delivering to and pick up from your door.
Persons considered eligible for the "impaired mobility" service are clients who have a motor, sensory or physical disability preventing them from coming to a Videotron service location themselves.
Charges may apply for the repair of devices and/or breakage not covered under warranty.
For all subscribers who are blind or have a visual impairment
Several alternative methods for printing invoices are available to our blind or visually impaired clients free of charge. Our invoices are available in Braille, large print or digital format. With this type of subscription, our clients can also access certain communications related to alternative methods for printing invoices as requested by the client.
For illico digital TV subscribers who are blind or visually impaired
Created in 1985, the "magnétothèque" (audio print substitute) is a radio for the visually impaired. It broadcasts the full versions of Quebec newspapers and magazine articles.
"Magnétothèque" is offered with the illico basic service on channel 555. It is also accessible on FM on classic cable in most areas covered by Videotron.
The "Magnétothèque" is also broadcast on the Internet at www.lamagnetotheque.qc.ca.
illico Call display
For illico digital TV and cable telephone subscribers
illico Call display enables you to see your caller's identity right on your TV screen. It also gives you access to a history of incoming calls.
To benefit from the illico call display free of charge*, you must be a subscriber to both illico digital TV and Videotron cable telephone, including the optional Call Display service. Your illico digital terminal must be compatible with this service.
* Certain conditions apply.
What is closed-captioning for the hearing impaired?
This is text that accompanies the program on the screen. It allows the viewer to read an abbreviated version of the actors' dialog and important sounds. For sporting events, the captions contain the commentators' descriptions. They are intended for people who have difficulty hearing or distinguishing sounds.
The closed-captioning service is offered on all illico digital terminals. If the channel offers the program you are watching with closed-captioning, a CC note will be indicated in the description of the program in the TV listings guide of your illico terminal. Many TV sets support closed-captioning for the hearing impaired with RF and baseband inputs.
Who provides the closed-captioning text?
Several companies (sources) provide closed-captioning services to television networks and production companies for their standard (analog) and digital programs.