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Hearing or Speech Solutions

Text with 9-1-1 (T9-1-1)

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. Register now


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.

Message Relay Service (MRS)

Message Relay Services (MRS) can help you communicate through a relay operator via teletypewriter (TTY) or over the internet.

MRS support both voice carry over (VCO) and hearing carry over (HCO) calls.

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

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 access number (your user ID) and password.
  • Already have a user ID and password? Access our IP Relay service from the IP Relay website or download the free IP Relay Canada app from Google Play or the App Store.
  • Enter your access number and password and click on “log on”.
  • Review the Tips and FAQ links on the bottom of the IP Relay portal to read detailed information on how to use IP Relay services.

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.

SRV CANADA VRS is now open 24 hours a day, 7 days a week, every day of the year.

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 across Canada Canada 24 hours a day, 7 days a week, every day of the year.

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:

  1. Visit SRV Canada VRS’s Register page.
  2. Follow the instructions to register for the service and create your account.
  3. 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.

Accessible Devices

Wireless Plans and Add-ons

If you have a disability you might be eligible for a discounted Wireless plan.

We offer a $20 discount on all of our in-market plans, including Rogers InfiniteTM plans, which include Data Manager and Roam Like Home.

To apply for a plan discount please send your name, account number and a copy of your membership to a disability association to our Customer Care team. You can send the information through any of the three options below:

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.

Wireless Public Alerting

To watch an accessible video about the Canadian Wireless Public Alerting (WPA) system, visit wirelessaccessibility.ca.

Wireless Code

Learn about the CRTC Wireless Code and your rights as a Canadian wireless customer.

Service and device trial period for customers with disabilities

Customers with disabilities are eligible for an extended trial period for their Wireless service (30 days). Devices can be returned within 30 days from the date of purchase.

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 per month.
  • Operator Assistance: We provide free operator assistance to help 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

TV services

Below, learn more about the features that make Ignite TV and our Digital TV services accessible and usable for users who have hearing or speech impairments.

Closed captioning

Also known as subtitles, closed captioning displays the audio portion of a television program as on-screen text, including dialogue, music and sound effects. Closed captioning can be activated on Ignite TV or any of our Digital TV services. Rogers provides all closed captioning provided by Canadian and foreign television services.

Closed captioning on Ignite TV

How to turn on closed captioning on Ignite TV:

  1. Press and hold the Mic button on the Voice Remote.
  2. Say, "Captions," or "Turn on closed captioning."
  3. Release the Mic button.
  4. Subtitles, if available, will appear on any program you watch until you turn closed captioning off.

How to turn on closed captioning for just one program:

  1. While tuned to the program, press the OK button on the Voice Remote.
  2. Press the left-arrow button.
  3. Select the "CC" icon on the screen.
  4. Subtitles will appear for the duration of the program.

You can also visit this page to learn how to customize the appearance of your closed captioning.

Closed captioning on Digital TV

How to turn on closed captioning on Digital TV:

If you have a High Definition set-top box: Use the Info and Settings buttons on your Rogers remote to activate closed captioning or to customize its appearance (i.e. font size and on-screen placement).

If you have a Standard Definition set-top box: Closed captioning needs to be turned on via your TV, not your set-top box. This can be done via your TV’s settings menu.

How is closed captioning generated?

Many people think that captions are created automatically by computers. In fact, captions are created by highly skilled individuals known as captioners. Computers aren’t advanced enough yet to accurately caption the content in live television broadcasts.

The hardest part of a captioner’s job is to caption live programming, like news and sports, because the captions must be created at the same time as the broadcast. This video explains how live captioners create accurate captions in real time.

  • click on the closed caption video
  • click on the closed captioned video

Added benefits for qualifying customers

Rogers is pleased to offer 30% off Ignite TV bundles for qualifying customers. Contact us here for details.

Sign language interpreter services

Customers are welcome to bring a sign language interpreter to a Rogers store. You may book an interpreter through the Canadian Hearing Services or through another service. The interpreter will invoice any associated costs directly to the Rogers store.

Contact Us

The Rogers Accessibility Services Group is dedicated to addressing our customers’ individual accessibility needs. Contact us by any of these methods:

AID Hotline

Call 1 877 508-1760 or dial *243 (AID) on your Rogers mobile device

AID Hotline Hours: daily from 9 a.m. – 10 p.m. EST

TTY Message Relay Service

Call 7-1-1 and ask the TTY operator to connect the call to the AID hotline at 1 877 508-1760.