TELUS IP Relay Service

Learn more about our IP Relay Service for persons who are deaf, hard-of-hearing or with speech disabilities

Overview

TELUS IP Relay Service enables deaf, deaf-blind, hard-of-hearing or persons with speech disabilities to place and receive text-based relay calls from their personal computer (PC) and/or mobile device. A TELUS IP Relay operator will connect an IP Relay caller to a voice party. All calls are strictly confidential. All you need to use TELUS IP Relay is a PC, tablet or smartphone with an Internet connection.

There is no charge for using the TELUS IP Relay Service to place local calls or long distance calls within North America using a PC. For wireless smartphone devices, all applicable usage charges still apply. International calls are billed at regular long distance rates.

Calls placed through the TELUS IP Relay Service are also entirely confidential. TELUS IP Relay agents are professionally trained and follow a strict code of ethics. No record of conversation content is retained.

How to reach TELUS IP Relay

IP Relay user to Voice:

Connect to
iprelay.telus.net
from a computer, smartphone or tablet, or
Download the TELUS IP Relay App on your smartphone (iOS or Android)

Voice to IP Relay user:

1-877-584-4747

IP to IP calls are not supported.

How TELUS IP Relay works for IP users

A person who is deaf, deaf-blind, hard of hearing or has a speech disability uses a PC, tablet or smartphone to type his or her conversation to a TELUS IP Relay agent, who then reads the typed conversation to the other party. The TELUS IP Relay agent then types the other party’s spoken words back to the IP Relay user.

Getting started

PC requirements
:

Internet connection (DSL, Cable, T1, etc.)
Internet browser (Microsoft Internet Explorer, Apple Safari, Mozilla Firefox, Google Chrome)
Computer

Wireless mobile device requirements
:

Smartphone or tablet with QWERTY keyboard
Web browser supporting AJAX and Javascript (e.g. Bolt browser for Blackberry devices and Skyfire browser for Windows mobile devices)
Please refer to your smartphone/tablet user guides for more information

1.
 
 Connect to iprelay.telus.net
 from your PC or wireless device. 
*If this is your first time using the service select Register for a new account
 and follow the registration process.

The TELUS IP Relay App is also available for download for iOS and Android smartphone devices

2.
 
 Log on to TELUS IP Relay with your access number and password

3.
 
 Press Call

Note
: You have the option to enter the number you wish to reach in the “Number to dial” field, as well as any instructions for the operator prior to pressing the Call button.

4.
 
 The TELUS IP Relay agent will answer by typing "TELUS IP Relay Service. This is operator (#). My name is (agent's name)" followed by "GA" (for go ahead)

5.
 
 The TELUS IP Relay agent will dial the number and will let you know how the connection is progressing, e.g. (ringing 1…2…3…), inform you when someone answers and then give the person's gender in brackets (e.g. (f) female, (m) male)

Tips for voice users

Remember to speak directly to the IP Relay user, not to the TELUS IP Relay agent
Speak a bit more slowly than usual as the TELUS IP Relay agent is typing in word for word what you are saying
Spell names
Always say "Go ahead" when you are finished
Always wait for the TELUS IP Relay agent to say "Go ahead" before speaking
Let the TELUS IP Relay agent know at the beginning of the call if you are familiar with the service
If the IP Relay user is unavailable, you will have the option to leave a message. For more information please go to
iprelay.telus.net
Tips and FAQ

Two-line Voice Carry Over (VCO)

If you can speak clearly, and use text to see what the other person is saying, you may request Voice Carry Over (VCO). Two-line VCO allows you to speak for yourself, while the TELUS IP Relay agent will type what the person says to you.

Placing a call to the TELUS IP Relay Service using two-line VCO

Required
:

3-way calling on customer's phone

Connect to
iprelay.telus.net
from your PC, smartphone or tablet
Log on to TELUS IP Relay with your access number and password
Under the
Profile
page, select
VCO
as Preferred Carry Over type (this will let the operator know you are a VCO caller) and save the changes
Note
: This option is not available via the app.
Enter your number in the “Number to dial” field, as well as any instructions for the operator prior to pressing the Call button
Select
Call
The TELUS IP Relay agent will answer by typing "TELUS IP Relay Service. This is operator (#). My name is (agent's name)" followed by "GA" (for go ahead)
The TELUS IP Relay agent will dial your phone number
Once connection is made with the operator, conference in the party you wish to speak to from your telephone
The IP Relay agent will update you on the status of the call (ringing, busy and who has answered) by typing to you
When the IP Relay agent has the person you have called on the line, he or she will type "(name) is on the line. VCO is on. GA."
When you see the GA, it’s your turn to speak. Remember to say "Go ahead" when you’re done

Note
: If you receive a voice call from the operator and you require VCO, all parties must disconnect and you must call back into IP Relay to re-initiate the call.

Two-line Hearing Carry Over (HCO)

If you can hear but need to type what you want to say, you can request Hearing Carry Over (HCO) when you place your IP Relay call. The TELUS relay agent reads out what you type to the person you call, and you can hear what they say to you.

Placing a call to the TELUS IP Relay Service using two-line HCO

Required
:

3-way calling on customer's phone

Connect to
iprelay.telus.net
from your PC, smartphone or tablet
Log on to TELUS IP Relay with your access number and password
Under the
Profile
page, select
HCO
as Preferred Carry Over type (this will let the operator know you are an HCO caller) and save the changes
Note
: This option is not available via the app.
Enter your number in the “Number to dial” field, as well as any instructions for the operator prior to pressing the Call button
Select
Call
The TELUS IP Relay agent will answer by typing “TELUS IP Relay Service. This is operator (#). My name is (agent's name)" followed by "GA" (for go ahead)
The TELUS IP Relay agent will dial your phone number
Once connection is made with the operator, conference in the party you wish to speak to from your telephone
The IP Relay agent will update you on the status of the call (ringing, busy and who has answered) by typing to you
When the IP Relay agent has the person you have called on the line, he or she will type: "(name) is on the line. HCO is on GA."
When you see the GA, it’s your turn to type. Remember to type “Go ahead” when you’re done

Note
: If you receive a voice call from the operator and you require HCO, all parties must disconnect and you must call back into IP Relay to re-initiate the call.