IP Relay services

Internet based (IP Relay)

This service allows Northwestel customers who are Deaf/Deaf-Blind, Hard-of-Hearing or Speech Impaired to place and receive text-based calls using the internet. IP Relay operators are available in both French and English.

*Because this is an internet-based service, emergency responders may not know your location when you use IP Relay Service unless you tell them.

When to use

• For times when texts won’t work. ie, calling a business
• Conference calls
• Use with automated phone systems

Features

Voice carry over - VCO

If you can speak clearly but must use IP Relay to see what the other person is saying, you may request Voice Carry Over (VCO). VCO lets you speak for yourself, while a Bell Relay service operator types what the person says to you.

Hearing carry over - HCO

If you can hear but must use IP Relay to type what you need to say, you may request Hearing Carry Over (HCO). HCO allows you to hear what the other person is saying while a Bell Relay service operator speaks for you by reading what you type to the other person.

System and technical requirements

To use Northwestel IP relay, you will need:

• A computer with a Windows or Mac operating system:
  • Windows XP, Vista, 7
  • Mac OS X
• A broadband internet connection with a download speed of at least 1 Mbps
• A web browser:
  Internet Explorer, Mozilla Firefox, Safari, Google Chrome, Opera
  Other browsers may also be compatible

Note: Northwestel IP Relay is not compatible with Windows 8.

Northwestel IP Relay allows you to make data calls from any computer that meets these requirements – even in an internet café, using a public Wi-Fi hotspot or with a 3G wireless enabled laptop. You do not need any special equipment or software.

• While IP Relay is optimized for desktop and laptop computers, it is possible to access the service on a mobile device such as a smartphone or tablet. However, on a mobile device you may not have all the same advantages normally available on a computer. For example, you may not be able to see your entire IP Relay conversation due to smaller screen sizes or remain logged in to the service for extended periods of time.
• To use IP Relay with your mobile device,  it is recommended that it meets the following requirements:
  • A full QWERTY keyboard
  • A web browser that supports JavaScript and AJAX
  • Please refer to your mobile device's user guide or contact your mobile provider for information about your device.

Sign up for IP relay service

Service limitations for

IP relay availability

• Availability of IP Relay is subject to network availability, which may be affected by lack of Internet connectivity, power outages, and other interruptions in service

9-1-1

• Access to 9-1-1 via IP Relay has certain limitations relative to Enhanced 9-1-1 service, which is available on most "traditional" telephone service
• The 9-1-1 operator may not know where you are calling from unless you provide accurate location information (address) when asked
• 9-1-1 emergency calls made using IP Relay may take longer to be connected to the correct 9-1-1 response centre than calls made from a traditional wireline phone
• You should keep your address information current as the operator may assume that you are at the address you submitted upon service registration if you are not able to speak or type during a 9-1-1 call
• When placing a 9-1-1 call, do not disconnect until told to do so by the operator, and place the call again if you are disconnected
• Make sure that you and any users of IP Relay are familiar with the nature and limitations of 9-1-1 calls placed using the service
• IP Relay service users should contact their service provider with any questions about 9-1-1 service on IP Relay

Want to know how to use IP relay?

Charges and billing

• IP Relay is tied to our Northwestel account and remains active as long as you have a valid Northwestel account.   
• IP Relay calls within Canada are free.
• Long distance charges apply for calls to the U.S. and overseas apply and are billed to your account.
• Internet charges will be based on your current billing address.
• Collect calls, person-to-person, third-number billing, 1-900 and Calling Card™ calls are not supported.
• You can use prepaid cards. Please give details to the operator before making a call with a prepaid card.
• IP Relay operators can’t see your billing information, but they can help you get in touch with the right department.

Common abbreviations

ANS - answer
BRS - Bell Relay service
CA - communication assistant (relay operator)
CC - close-captioned
GA - go ahead
GA OR SK - go ahead if you have more to say but I'm finished
GA TO SK - go ahead to stop keying or goodbye
HCO - Hearing Carry Over (relay service)
HD - hold
HOH or HH – hard of hearing
INFO - information
IP RELAY - Internet Protocol Relay service
KIT - keep in touch
OC - open captioned
OPR - operator
SK - stop keying (end of call)
SKSK - hanging up
TERP - interpreter
VCO - Voice Carry Over (relay service)
VRS - Video Relay service
XXX - mistake

Telephone Line text-to-call service (TTY)

This service allows Northwestel customers who are Deaf/Deaf-Blind, Hard-of-Hearing or Speech Impaired to place and receive text-based calls using a phone*.

*Because this is an internet-based service, emergency responders may not know your location when you use IP Relay Service unless you tell them.

For TTY users the TTY operator reads the typed conversation to the other party. The operator then types the other party's spoken words back to the TTY user. For Voice users you can make home or mobile phone calls easily to TTY users. An operator will type your spoken words to TTY users and read back their replies.

Want to know how to use TTY

Charges and billing

• Local calls are free.
• Registered teletypewriter (TTY) users are eligible for a 50% rebate on Canada-to-Canada long distance calls. These calls are billed to your Northwestel Home Phone service.
• To register for the discount you need to be registered or certified as deaf, hard of hearing or speech impaired.
• Regular operator-handling charges apply to collect, person-to-person and Calling Card™ calls as well as calls billed to a third number*.
• Calls to 900 and 976 numbers are not accepted.