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EastLink IP Relay FAQ (Frequently Asked Questions)

How to access Eastlink IP Relay

  • http://iprelay.Eastlink.ca/ (IP to Voice) - English
  • http://servicerelaisip.Eastlink.ca/ (IP to Voice) - French
  • 1-855-883-9514 (Voice to IP)
  • IP to IP calls are not supported

     

    General Questions on IP Relay

    What is Eastlink IP Relay?

    Eastlink Internet Protocol Relay (“IP Relay”) is a relay service for Eastlink local phone service customers  who are hearing or speech impaired to place and receive text-based relay calls from their personal computer (PC) and/or Internet-enabled mobile device.  An IP Relay operator will connect an IP Relay caller to a voice party.  All calls are confidential.

    Hearing users can place calls to you by dialing Eastlink IP Relay at 1-855-883-9514 and providing the IP Relay agent with your 9 digit IP Relay number. When you are logged in to IP Relay, you will receive a message alerting you of an incoming IP Relay call.

    What you need to make Eastlink IP Relay calls:

    •PC and/or mobile device

    •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)

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    Eastlink IP Relay Calls

    You must be registered with Eastlink IP Relay before you can use the Eastlink IP Relay service either to make or receive a call.  Once your account is created, you will receive a 9 digit number and password.

    What types of calls can I make?

    •IP to Voice

    •Voice to IP

    •Two line VCO (voice carry over) to Voice – VCO allows a person who is Hearing impaired and can speak to use one's voice while receiving responses from a person who is Hearing via the operator's typed text.

    •Two line HCO (hearing carry over) to Voice – HCO allows a person who is Speech impaired and can hear to use one's hearing while sending responses to a person who is Hearing via the HCO user's typed text. The operator voices the HCO user's typed messages, and then the HCO users picks up the handset and listens to the other voice user's response

    •Local, long distance and international calls

    What types of call are not permitted?

    •Calls to 900 numbers

    •IP to IP calls

    IP to Voice calls within Canada are free of charge to the IP caller.  International and directory assistance calls will be charged at regular rates and will appear on your phone bill.

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    Eastlink Customer Questions

     

    Why is my IP Relay Number 9 digits?

    The nine-digit number is unique Eastlink IP Relay personal phone number, just like the ones used on standard telephone lines.  The nine digits reflect that this is an IP number and not a standard telephone line number.  Each number is unique.  The "prefix" numbers (the first three numbers - the area code) do not include 800, 877 or 866.

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    How do voice callers reach me?

    Voice callers will dial the toll free Eastlink IP Relay number 1-855-883-9514 and provide the IP Relay operator with your dedicated 9-digit number.  The IP Relay operator will connect to your IP number.  You must be logged onto Eastlink IP Relay in order to receive an incoming call.  The voice caller's number will be displayed to you and you have the option to accept or ignore the incoming call.

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    What happens if I'm not logged onto the Eastlink IP Relay web page or choose to ignore an incoming voice call?

    If you are not logged onto the Eastlink IP Relay web page or you choose to ignore an incoming voice call, the voice caller will have the option to leave a text message.

    Messages will be displayed on your "Make a Call" screen.

    When you make a call, your 10-digit number registered wireline number will be displayed on the other person's caller ID screen, if they have one.  

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    Who can get a nine-digit number?

    Any person who has Eastlink local telephone service and has a hearing or speech impairment may register for a nine-digit number for Eastlink IP Relay.

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    Is this service offered in French?

    Eastlink IP Relay is available in English and French.  Your IP Relay number can be routed to either an English or French IP Relay operator by selecting "English" or "French" as your preferred language in your Account Profile.

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    Emergency Services - Police, Fire and Ambulance

    Can I dial emergency services using Eastlink IP Relay?

    Yes, but IP Relay is not designed for emergency calls, so we urge you to call 9-1-1 using your TTY (if available) for emergency calls. Calls placed to 9-1-1 while using IP Relay outside of Canada will not be completed.

    If you need to contact emergency services such as police, fire and ambulance using Eastlink IP Relay, it may not be clear to the operator where you are calling from because IP Relay is not designed for emergency calls.

    When using Eastlink IP Relay for your emergency calls in Canada, be sure to describe your name, location and any important information clearly so the operator can quickly contact your local emergency response centre*.

    *Without restricting any other indemnities set forth herein, you are responsible and shall indemnify Eastlink for, and save Eastlink harmless from and against, all charges, losses, costs, liabilities and damages of any kind whatsoever related to emergency services being dispatched to a location other than the location from which the call to 9-1-1 originated as a result of i) any use by you of the Service that results in the location associated by Eastlink with a calling line identification being a location other then the location from which the call to 9-1-1 originated; or ii) the failure by you or any person using the Service or any services used in conjunction with the Service to respond, or provide complete or accurate information, to a 9-1-1 or emergency call operator requesting a response or information in order to properly dispatch emergency services.

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    How do I call emergency services using Eastlink IP Relay?

    Select the emergency button from the Eastlink IP Relay "Make a call" tab.  The Eastlink IP Relay operator will verify your location even if you have a registered wireline phone number on file. Be sure to clearly describe your emergency and any other identifying information at the beginning of the call.

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    Why must I provide you with a registered wireline phone number for Emergency Service?

    Your Eastlink IP Relay account is tied to your wireline phone billing account. The address on your wireline billing account is where emergency services personnel (police, fire, ambulance) will be dispatched to when you call 9-1-1, unless you tell the operator you are somewhere else when you call.

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    Is a P.O. Box an acceptable address for Emergency Service?

    No.  The address you provide is the physical address where you want emergency personnel to go in an emergency.  Emergency services cannot be dispatched to post office box addresses. 

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    What happens if I move or change my current address?

    You must remember to update your address information in your profile.  You must also be sure to update your wireline telephone number address with Eastlink. It is your responsibility to ensure that the information in both your IP Relay account and your Eastlink wireline telephone account is up-to-date.

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    What would happen if I was disconnected from the operator during an Emergency call?

    The operator would complete the call to emergency services and provide emergency services with your information. The emergency services personnel would be dispatched to the address listed in your Eastlink wireline phone account. It is your responsibility to make sure this information is up to date.

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    What information should I provide when I call Emergency Services?

    Be sure to tell the IP Relay Operator the following information:

    •Your current street address (where are you?)

    •Your name

    •What is the emergency?

    •Any additional information that will help the emergency personnel

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    *Without restricting any other indemnities set forth herein, you are responsible and shall indemnify Eastlink for, and save Eastlink harmless from and against, all charges, losses, costs, liabilities and damages of any kind whatsoever related to emergency services being dispatched to a location other than the location from which the call to 9-1-1 originated as a result of i) any use by you of the Service that results in the location associated by Eastlink with a calling line identification being a location other then the location from which the call to 9-1-1 originated; or ii) the failure by you or any person using the Service or any services used in conjunction with the Service to respond, or provide complete or accurate information, to a 9-1-1 or emergency call operator requesting a response or information in order to properly dispatch emergency services.

     

    Return to Eastlink IP Relay information