Accessibility

In order to enhance the experience of customers with specific needs, Cogeco provides several accessibility services so that everyone, without exception, can easily enjoy TV, phone, and Internet services.

TV

Specialty channels

Our networks offer 4 channels featuring content specifically intended for people who are visually or hearing impaired:

  • AMI Audio (in Ontario)
  • AMI TV (in Ontario and Quebec)
  • AMI-télé-FR (in Ontario and Quebec)
  • Canal M (in Quebec)

Most Canadian broadcasters offer a few programs with described video service (DVS) as part of their regular programming schedule. Visit their respective websites to get to know their programming.

Closed captioning (CC)

What is closed captioning?

This service, intended for people who are deaf or hard of hearing, displays the transcript of the dialogues on the screen (sound effects are also described). For sporting events, the captions contain the commentators’ descriptions.

How do I know if closed captioning is available for a program?

If closed captioning is available for the program you would like to watch, a note specifying this will appear in the TV listings guide of your Cogeco digital receiver.

Consult our FAQ to find out how to turn on closed captioning on your TV.

Described video service

What is described video service (DVS)?

This service is intended for people who are visually impaired: throughout the program, during periods of silence, voice-over descriptions of a program’s key visual elements that are not reflected in the dialogue (character movements, place descriptions, etc.) are provided.

How do I activate DVS?

There are 2 ways to do this:

  • Through your TV: Most TVs have SAP/MTS (secondary audio programming/multichannel television sound) features that can be activated through the menu options. Once this is done, if described video is available for the selected program, then this service will be turned on.
  • On your Cogeco digital receiver, using a special remote control with large buttons: Press the A button to quickly and easily activate the described video service. To deactivate the service, press the A button a second time, or press the B button.

How do I know if a program is available with DVS?

As our TV guide is not yet fully accessible, we encourage you to use the AMI’s DV Guide. To consult the guide, visit the AMI website or call 1-855-855-1144, available 24/7.

Special remote control

A special remote is available free by request for customers with a visual disability. This remote features large backlit buttons, which are easier to see and select. To request a special remote and receive it by mail, contact us.

30-day trial period

Are you or a member of your household a person with a disability? As soon as you start using one of our services, your 30-day trial period begins automatically, from the start date of your contract. During this trial period, if the equipment does not meet your needs, you can cancel your contract without paying penalties, installation fees, or early termination fees. Contact us for details, terms and conditions.

Message relay services

Cogeco provides 3 types of message relay services for the deaf and hard of hearing: 711, IP Relay, and video relay service. These services are available 24/7, and are included in your monthly phone and Internet service packages at no extra charge.

Good to know: Calls placed through the Cogeco message relay services are completely confidential. Cogeco relay agents are professionally trained and follow a strict code of ethics. No record of conversation content is retained.

Message relay service (711)

This message relay service allows individuals who are deaf, hard of hearing or have a speech impairment to communicate by phone with a relay agent acting as an intermediary.

To use the Cogeco 711 message relay service, dial:

  • 711 to communicate from a teletypewriter to a standard phone
  • 1-800-855-1155 to communicate from a teletypewriter to another teletypewriter
  • 1-800-855-0511 to communicate from a standard phone to a teletypewriter

IP Relay service

This service allows individuals who are deaf, hard of hearing, or have a speech impairment to place and receive text-based relay calls from their personal computer. To use the Cogeco IP Relay service, you need a computer and a Cogeco Internet account. A Cogeco IP Relay operator will connect you to a voice party. Simply type your conversation to a Cogeco IP Relay agent, who will then read your typed conversation to the other party. The Cogeco IP Relay agent will then type the other party’s spoken words back to you.

To use Cogeco’s IP Relay service, you need to:

  • Visit Cogeco's IP Relay page to communicate from your computer to a standard phone.
  • Dial 1-855-308-5160 to communicate from a standard phone to the computer of a Cogeco IP Relay customer.

Please note that IP-to-IP calls are not supported.

Good to know: The use of Cogeco’s IP Relay service is free of charge when placing local or long-distance calls within North America from a computer.

For more information about Cogeco’s IP Relay service, please visit the IP Relay page.

Video Relay Service

Video Relay Service (VRS) enables individuals who are deaf or hard of hearing to connect with voice phone users via video over the Internet. VRS calls occur with the help of video interpreters who interpret the conversation back and forth between callers using sign language with the VRS user, and voice with the called party. VRS can be accessed from smartphones, tablets, or personal computers. It allows individuals who are deaf or hard of hearing to communicate with anyone they choose.

People who live in Canada who are deaf or hard of hearing will need to register for VRS to get their unique 10-digit phone number.

For more information, visit the VRS site.

411 credit

If you are visually impaired, you can obtain a credit for all 411 calls. Please contact us to benefit from this credit.

Good to know: Everyone who subscribes to our Freedom phone package already benefits from free directory assistance (411).

Cogeco website

The information contained in the Residential section of the cogeco.ca site is accessible and complies with the Web Content Accessibility Guidelines (WCAG) 2.0 level A standards set out by the World Wide Web Consortium (W3C). Many features of Cogeco’s website also comply with WCAG version 2.0 level AA standards.

Cogeco is committed to improving access to its website in order to accommodate persons with disabilities.

Accessibility Feedback

Sustainable improvement in accessibility is a constant and progressive process, especially thanks to you. In order to enhance the experience of clients with certain specific needs, and pursuant to the Accessible Canada Act, Cogeco welcomes your feedback on accessibility. Feedback can be given anonymously, over the phone or in writing. Nevertheless, in order to offer you further assistance, we invite you to provide us with your name, your telephone number, your city of residence, as well as any other relevant contact information.

Please contact us via telephone or email:

You can also request a description of our accessibility feedback process in an alternate format.

The designated person responsible for receiving accessibility feedback is Julie Branscombe (Director, Diversity, Inclusion and Belonging)

Contact us

For more information about Cogeco’s services or to reach customer service, please go to our website’s Contact us page. Our FAQ section also provides answers to your questions about how to use our services.

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