Accessibility Services

Primus is pleased to offer the following accessibility services.

Information in Alternative Formats

Primus is pleased to offer billing statements and billing inserts in alternative formats to persons with visual impairments upon request. These alternative formats include Braille, large print, computer diskette for use with ‘text to voice’ software and electronic format (such as PDF format for use with text to speech enabled PDF readers).

Information on the rates, terms and conditions of Primus Canada’s retail telecommunications services are also available in alternative formats upon request.

To make a request for information in alternative formats or to inquire about this service, please contact 1 800-806-3273.

Primus IP Relay

IP Relay is a free service available to Primus Home Phone customers.

IP Relay is an alternative form of message relay service (MRS) for the deaf and hard-of-hearing. With it users can place and receive text-based message relay calls using an online chat application in place of TTY equipment. This application can be used from any personal computer (PC) or mobile device with access to an internet connection.

IP Relay users connect to a specially trained operator through a chat session in the IP Relay web portal. The operator can then place a phone call to a voice party via the standard telephone network on the end user’s behalf and complete the conversation.

The IP Relay Operator relays the information between the IP Relay user and the hearing party.

IP Relay operators are available 24/7 and all calls are strictly confidential. Message relay operators are all professionally trained and follow a strict code of ethics. No record of the conversation is retained at the operator’s end.

There is no charge for using IP Relay Service to place calls within Canada when using a personal computer. International calls are billed at regular long distance rates and you must already be a Primus Home Phone customer in order to register for IP Relay service.

IP Relay Eligibility and Registration

To register for IP Relay you will need to fill out the registration form and return it by fax or mail. Once the form is received it will be processed by our Accessibility Services Group. Once your service has been activated you will receive a confirmation email containing your User Access Number and temporary password.IP Relay User Information

Prior to accessing IP Relay, be sure to review the user guide. You can download the complete IP Relay user guide here.

IP Relay User Information

Prior to accessing IP Relay, be sure to review the user guide. You can download the complete IP Relay user guide here.

Using IP Relay

Data callers (IP Relay to voice):

Visit https://iprelay.ca

Voice callers (voice to IP Relay):

1. Dial 1-888-RELAY-21 (735-2921) to be connected to the IP Relay operator.

2. Provide the operator with the 9-digit user ID of the registered IP Relay user you would like to call

• It is not mandatory to provide your name or the name of the person you are calling, but this will help the operator reach the other person.
• Please let the operator know whether you are familiar with IP Relay. If not, the operator will explain how the service works.

3. The operator will attempt to reach the person you are calling and keep you informed of their progress. You will not be able to hear the line ring as this part of the call is being placed over the internet.

4. The operator will let you know as soon as someone is online with them and will read what is typed followed by “go ahead”. “Go ahead” is your cue to begin speaking. Speak slowly while the Operator types the information and relays the message back to the person. Always finish by saying “go ahead” so the other person knows it’s their turn to respond.

Local Operator Service, Operator Assistance and Directory Assistance

Local Operator Service provides access to a local operator that will provide basic information upon request, such as dialing instructions and country code details.

Operator Assistance provides operator assisted local and long distance calling.

Directory Assistance provides access to an operator that will provide the name, number and address information for telephone listings.

Local Operator Service and Operator Assistance may be accessed by dialing 0.

Directory Assistance may be accessed by dialing 411.

* Please note that charges may apply on a pay per use rate that varies by region.

Message Relay Service / Teletypewriter Relay Service (TTY Relay)

Message Relay Service provides deaf, deafened, hard of hearing and speech impaired customers with the ability to communicate through the use of a teletypewriter.

This service may be accessed through the following numbers:

711 (for TTY to Voice service)
1-800-855-0511 (for Voice to TTY service)
1-800-855-1155 (for TTY to TTY service)

Using TTY (For TTY Users making calls to Voice Users)

1. Dial 711. A Relay operator will answer, provide their name and a ‘GA’ prompt (Go Ahead).

2. Type in the area code and number, followed by ‘GA’.

3. The Relay operator will dial the requested number, provide call status details, and advise when the call is answered.

Using TTY (For Voice Users making calls to TTY users)

1. Dial 1-800-855-0511. The Relay operator will answer, provide their name, and a ‘GA’ prompt (Go Ahead).

2. Provide the Relay operator the area code and phone number.

3. The Relay operator will dial the number and provide call status details.

4. The Relay operator will inform you when the TTY recipient has answered, read what is typed and then state ‘Go Ahead’, which is the prompt for you to speak. After each time you are finished speaking, state ‘Go Ahead’. This will inform the TTY user that it is their turn to respond.

Voice Carry Over Service

Voice Carry Over is a service for users that are able to speak clearly but require a TTY to see the other person’s responses. This service allows the customer to speak, while the other person’s responses are typed by the Relay operator.

Voice Carry Over may be accessed by 711

Making a Call using Message Relay Service with your Voice Carry Over Phone

1. Dial 711 and watch the ringing indicator light.

2. When the Relay Service answers, you will be provided the Relay operator’s name and number and a ‘GA’ prompt (Go Ahead).

3. Press your phrase key for 'VCO ON PLEASE GA'.

4. The Relay operator will type back to you ‘VCO IS ON GA’ to indicate that they are ready for you to speak.

5. Tell the Relay operator the name and number of the person you are calling and then say ‘GO AHEAD.'

6. After the Relay operator hears your 'Go Ahead', he or she will type back to you ‘THANK YOU PLEASE HOLD’.

7. The VCO remains off until the Relay operator connects you to the person you are calling.

8. The Relay agent will update you on the status of the call by typing to you.

9. When the Relay operator has the person you have called on the line, they will type ‘(name) IS ON THE LINE, VCO IS ON GA’.

10. When you see the ‘GA’, it is your turn to speak. Remember to say ‘GO AHEAD’ when you are done.

Receiving a call using Message Relay Service with your Voice Carry Over Phone

1. The Relay Service will be identified as ‘RELAY SERVICES’ on your call display.

2. Answer the call and immediately send out your phrase ‘VCO ON PLEASE GA’.

3. The Relay Operator will type that ‘I HAVE A CALL FOR (name if he or she has been given a name). VCO IS ON GA.’

4. Respond to the Relay operator by speaking and say ‘GO AHEAD’ when you are through.

5. The Relay operator will type what the caller is saying and you will see ‘GA’ when it is your turn to speak.

Hearing Carry Over

Hearing Carry Over is a service for users that can hear, but require a TTY to type what they need to say. This service allows the customer to type what they say and listen to the other person’s responses.

Hearing Carry Over may be accessed by 711.

Making a Hearing Carry Over Call

1. Dial 711. Make sure that the handset of the telephone is inserted into the TTY handset receptacle.

2. When the Relay operator answers, their name and number and a ‘GA’ (Go Ahead) prompt will be provided in text.

3. Type ‘HCO ON PLEASE’ followed by ‘GA’. The Relay operator will provide you call status details through text.

4. When the agent has the person you have called on the line, the agent will type ‘(name) IS ON THE LINE, HCO IS ON GA’.

5. When you see ‘GA’, you can begin typing. The agent will read your text to the person you have called. Remember to type ‘GA’ when you are done typing.

6. Lift the telephone handset off the TTY and listen to the other person’s spoken response. When they say ‘GO AHEAD’, place the handset back down on the TTY and type your response.

7. Type ‘GA to SK’ (stop keying) when you are ready to end the call.

Receiving a Hearing Carry Over Call

1. Answer the call.

2. Immediately place the handset on your TTY, type your greeting and ‘HCO ON PLEASE’, followed by ‘GA’ (Go Ahead).

3. The Relay operator will type who they have on the line to speak with you and also type ‘HCO ON GA’.

4. Type your response, followed by ‘GA’. Lift the handset off the TTY and listen to what is said. When you hear the caller say ‘Go Ahead’, place the handset back on the TTY and type your response.

5. Type ‘GA to SK’ (stop keying) when you are ready to end the call.