How to use the IP Relay service

Internet Protocol (IP) Relay is a service for people with hearing or speech differences to place and receive text-based calls from their personal computer and/or mobile device. An IP Relay operator will connect an IP Relay caller to a voice party. All calls are strictly confidential.  

People can place calls to individuals with hearing or speech differences by dialing IP Relay and providing the IP Relay agent with a 9-digit IP Relay number. When the person with hearing or speech differences is logged in to IP Relay, they’ll receive a message alerting them of an incoming IP Relay call. 

Any person with hearing or speech differences may register for a 9-digit number for IP Relay. You have to register with IP Relay to use our IP Relay service. Once you create your account, you’ll get a 9-digit number and password and can start making and receiving IP Relay calls. 

To register for IP Relay: 

1. Visit the IP Relay registration page for your region. 

a. For Rogers customers, register at rogers.com/accessibility/ip-relay-registration. 

b. For Rogers together with Shaw customers, register at iprelay.shaw.ca/register. 

2. Fill out the registration form.  

You’ll get an email with your registration status. If it was successful, the e-mail will include your 9-digit IP Relay number and password information. Once you’ve received this, you can start using the service. 

To access IP Relay: 

1. Go to the IP Relay service for your region: 

a. For Rogers customers, sign in at iprelayservice.net/login. 

b. For Rogers together with Shaw customers, sign in at iprelay.shaw.ca/login. 

2. On the sign-in page, enter your access number and password and select Log in. 

After signing in, you’ll be taken to the IP Relay service page where you can begin making and receiving calls.  

To make IP Relay calls from a PC, you’ll need a(n): 

• • Internet connection (DSL, cable, T1, etc.) 
  • Internet browser (Microsoft Internet Explorer 7 or 8, Apple Safari 4 or greater, Mozilla Firefox 3.5 or greater, Google Chrome) 
  • Computer 

After signing into the appropriate IP Relay service for your region, you can begin making calls.  

To make an IP to Voice call: 

1. 1. Enter the 10-digit phone number you’d like to call. 
   2. Enter your instructions for the IP Relay operator. 
   3. Select the language you’d like the call to be placed in (English or French). 
   4. Select Call. 

Voice callers can dial the IP Relay phone number for your region and provide the IP Relay operator with your dedicated 9-digit number. The IP Relay operator will connect to your IP number. You have to be signed in to IP Relay to receive an incoming call. The voice caller's number will show and you’ll have the option to accept or ignore the incoming call. 

Callers have to dial the IP Relay phone number applicable for your region:  

• IP Relay phone number for Rogers customers: 1 855-801-5862 
• IP Relay phone number for Rogers together with Shaw customers: 1 866-699-7429 

The 9-digit number is a unique IP Relay personal phone number, just like the ones used on standard phone lines. The 9 digits reflect that this is an IP number and not a standard 10-digit phone number. 

Keep your address information up-to-date in your account profile so that emergency calls connect to the most appropriate 9-1-1 operator. To make changes or updates on your account profile, simply sign in to the IP Relay service for your region: 

For Rogers customers, sign in at iprelayservice.net/login. 

For Rogers together with Shaw customers, sign in at iprelay.shaw.ca/login. 

Yes, but we recommend calling 9-1-1 with a teletypewriter (TTY) for emergency calls to avoid delays. You can also contact emergency services using Text with 9-1-1 (T9-1-1) if you’re registered for that service. 

If you do contact emergency services using IP Relay, the relay operator will route your call to the nearest 9-1-1 operator based on your IP Relay account details. Make sure to include your name, location and any important information so the operator can quickly contact the nearest centre. 

If you have questions or need support for IP Relay services, contact our team by email at accessibilityiprelay@rci.rogers.com.