Hearing or Speech Solutions
Text with 9-1-1 (T9-1-1)
If you’re deaf, hard of hearing or speech-impaired, Text with 9-1-1 (T9-1-1) lets you communicate with an emergency 9-1-1 operator via text message. Keep in mind, you must be registered to use this service.
T9-1-1 is not supported by data only devices (e.g., tablets), IP based devices, and landlines.
Forwarded messages via Extreme Text Messaging will not work.
To access the T9-1-1 service, users must have an eligible handset (i.e., the wireless device must support voice and text simultaneously). Non-certified Rogers devices and unlocked devices now on the Rogers network have not been tested and may not support the T9-1-1 service.
All wireless devices launched since 2013, and the following devices, have been tested and found to support T9-1-1 service:
Apple devices including iPhone 3G, iPhone 3Gs, iPhone 4, iPhone 4S and iPhone 5
Blackberry® devices including the 9000 Bold, 8520 Curve, 9700 Bold, 9300 Curve 3G, 9780 Bold, 9800 Torch, 9360 Curve, 9790 Bold, 9810 Torch 2 and 9900 Bold.
LG devices including the TE365F/TE365 Neon, GT350 Wink Plus, GT350F Town, LG-A133CH, LG-C660R Gossip Pro, LG-P505CH Phoenix, LG-P505R, LG-P925 Optimus 3D, LG-P990hN Optimus 2X, LG-E400R L3, LG-E960 Nexus 4 and LG-P705g L7.
Nokia devices including the 2720 Fold, C6-00, Lumia 710.1, X2-01 and X7-00.
Samsung devices including the SGH-I896 Captivate, SGH-T369R Linx, SGH-T456 Gravity, I9020A Nexus S, I9250M Galaxy Nexus, S5690R Xcover, SGH-C414R, SGH-I727R, Galaxy S2 LTE, SGH-I997R, Samsung Galaxy SGH-T589R Galaxy Q, SGH-I317M Note 2, SGH-I717R Note 1 and SGH-I747M Galaxy S3.
Sony Ericsson devices including the Vivaz Pro U8a, X10a, Xperia Arc LT15a, Xperia Pro MK16a, Xperia Ion LT28i and Xperia U ST25a.
HTC devices including the Evo 3D (PG86310), Raider (PH39150), Desire C (PL01130), One S (PJ40110) and One XL (PJ83100).
Motorola devices including the XT910S, XT910K, XT910, SP12311845, RAZR maxx, RAZR and M0C2E.
Closed Captioning
This service provides you with subtitles at the bottom of the screen. Rogers passes through all closed caption subtitles that are provided by television channels.
Activating closed captioning
Digital Cable
High Definition: If your digital box is connected to the TV using component or HDMI cable, activate captions and modify their appearance through the INFO and Settings buttons on your digital box’s remote control.
Standard Definition: You can access captions by activating the caption feature on your TV’s menu. Your TV instructions will explain how to use this feature.
Learn more about Closed Captioning
Many people use captions to enjoy their favourite TV programs, but few understand how the captions are made. Most people think captions are created automatically by computers.
In fact, captions are created by people—highly skilled and trained people. Computers aren’t smart enough yet to accurately caption the content in live broadcasts.
Captioning live programming, like news and sports, is the hardest part of a captioner’s job because the captions have to be created at the same time as the broadcast. This video explains how live captioners generate accurate and timely captions under pressure.
Message Relay Service (MRS)
If you have hearing or speech disabilities, our Message Relay Service (MRS) can help you make and receive calls via teletypewriter (TTY) or over the internet. Please note that MRS is not available for emergency services calls.
To access MRS via TTY from a wireless device call 7-1-1.
TTY
A Teletypewriter, or TTY, device lets you use your phone by typing out messages instead of speaking and listening.
To access MRS via TTY from a wireless device call 7-1-1.
IP Relay
The IP Relay service lets you communicate via text online using web-capable devices through interactive messaging applications. You must have Internet access to use this service.
- To access MRS via IP Relay, register for a unique user ID and password
- Already have a user ID and password? Access our IP Relay service from the IP Relay website
- Call 1 855 801-5862 to speak with a registered IP Relay user.
Wireless Plans and Add-ons
If you are Deaf, Deaf-Blind or Hard of Hearing and do not require standard Rogers voice service, or if you are Blind, Deaf-Blind or have a physical disability and rely on wireless applications to help you access helpful navigation tools, you may be eligible for a discounted wireless service plan.
Rogers offers a $20 discount on any of our consumer in-market Share Everything plans which include Data Manager and Roam Like Home. Choose the right mix of minutes, features and more from our wide range of affordable plans.
Return Policy for Customers with Special Needs
- Devices can be returned within 30 days from the date of purchase.
Add-ons
Premium Voicemail-to-Text
For an extra $7 per month, get text and audio versions of your voicemail messages delivered to your device via text message.
- Store up to 35 five-minute voicemail messages and save each one for up to 10 days.
- Get text and audio versions of your voicemail sent to your device.
- Scan and respond to urgent messages.
- Choose how you wish to respond—by text or voice.
- Listen to your voicemail without dialling in or entering a password.
- Listen to your voicemail messages in any order you want.
How to Get it
Please contact us to explore all the latest plans and services available or to help choose the plan that is right for you. Just visit our Contact Us page and choose a contact option that works best for you; then identify yourself as a person with a specific disability need and you will be transferred to a member of our Accessibility Service Team.
If you are already subscribed to one of our Share Everything Plans, please send us your name, your account number and a copy of your membership to a disability association to our Customer Care office who will apply the discount. You can send the information to us using any of the three options below:
- Fax: 1-800-219-6473
Mail: Customer Support Investigations Team
100 Westmorland St
Moncton NB
E0C 0G1
- Email: AccessibilityDiscount@rci.rogers.com
Home Phone Accessibility Features
Rogers Services
We’re pleased to offer our Home Phone customers with special needs the following services:
- Directory Assistance: No charge for 100 directory assistance (4-1-1) calls.
- Operator Assistance: We provide free operator assistance to help our visually impaired customers complete local, long distance, sent paid (per-minute rates apply), collect, and bill-to-third-party calls. Local and long distance charges apply.
Compatibility with home emergency services
Our Home Phone service is compatible with the following home emergency services:
- DirectAlert
- Mondial Lifeguard Technologies
- ConnectCare
- Philips Lifeline
Sign Language Interpreter Services
Customers who would like to bring a sign language interpreter while at a Rogers store are welcome to do so. Any associated costs will be invoiced by the interpreter to Rogers directly.
Video Relay Service
Video Relay Service (VRS) helps people who use sign language to communicate with voice telephone users. The sign language user connects to a VRS operator through videoconferencing. The operator then places a voice telephone call to us and relays the conversation.
VRS Eligibility
If you live in Canada and are deaf, hard of hearing or speech impaired, and wish to communicate via video using sign language you’re eligible for VRS.
SRV Canada VRS customers must register for the service and install the SRV Canada VRS app in order to use it.
For more on registration see Registering for VRS below, or visit SRV Canada VRS’s Register page.
VRS Compatibility
VRS works with:
- A broadband internet connection
- Desktop computers (Mac and PC), smartphones and tablets (Android and iOS).
VRS does not work with:
- Calls to ‘900’ and other pay-for-service phone numbers. This includes some 800, 866, 877 and 888 numbers.
VRS Features
SRV Canada VRS provides 9-1-1 service during its hours of operation across Canada. However, 9-1-1 service is not available outside of service hours. See the SRV Canada VRS website for full hours of operation.
All 9-1-1 calls are treated as urgent and go directly to first place in the SRV Canada VRS call centre’s queue.
When a registered SRV Canada VRS customer calls another registered SRV Canada VRS customer, the system automatically connects the two customers directly without involving a Video Interpreter.
Registering for VRS
To register for VRS:
- Visit SRV Canada VRS’s Register page.
- Follow the instructions to register for the service and create your account.
- Within 1 business day, your 10-digit phone number will be emailed to you. Start using this number to make and receive SRV Canada VRS calls.
Contact Us
Customers with disabilities can contact Rogers Accessibility Service Centre – a group dedicated to addressing our customers’ accessibility needs.
dial *243 (Aid) hotline
Identify yourself as a person with a specific accessibility need. You will be transferred to the Accessibility Services Team.
Call Centre Hours:
Daily from 9 am – 10 pm EST
Our Accessibility Service Team can answer any accessibility questions you may have. Keep in mind, Live Chat is not compatible with all screen readers – contact us at 1-877-508-1760 or dial *243 (Aid) hotline for help with this.
Live Chat Hours: 7 am to 12 am EST.
Call 7-1-1 and ask your TTY operator to connect the call to 1-877-508-1760 or dial *243 (Aid) hotline.
TTY Hours: daily from 7 am - 12 am EST.
