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.

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.

Available where technology permits. Taxes not included. Some restrictions may apply. Promotions are limited to new customers of services or those who have disconnected services for more than 6 months. Cannot combine with any other promotion on the same service. Service installation and activation must take place within 4 weeks from the date of commitment unless additional time is required by the Cogeco technical service. Fees may be charged for the installation of services and equipment. Customer undertakes to protect equipment from defacing, tampering or damage, and return equipment after termination of service. Installation fees are not refundable. At the end of term, regular rates then in effect shall apply. If the customer terminates the agreement before the expiry of a fixed-term commitment or the end of a promotional period offering lower rates or other benefits, the cancellation indemnity provided in the agreement will be applied.

¹The price of this offer is calculated from the current regular monthly prices minus the following monthly guaranteed savings for 36 months: Business UltraFibre 80 High Speed Internet package less $10.00. Regular prices may change at any time. At the end of the offer period, the then-current regular prices will apply. Limited-time offer. Conditions apply. Regular prices may change at any time. Prices and packages may vary by region. To qualify for a bundle rebate, customers must subscribe to 2 or 3 services. Taxes not included. Please see at the bottom of this page for all restrictions that may apply.

² The price of this offer is calculated from the current regular monthly prices minus the following monthly guaranteed savings for 36 months: Business UltraFibre 120 High Speed Internet package less $20.00. Regular prices may change at any time. At the end of the offer period, the then-current regular prices will apply. Limited-time offer. Conditions apply. Regular prices may change at any time. Prices and packages may vary by region. To qualify for a bundle rebate, customers must subscribe to 2 or 3 services. Taxes not included. Please see at the bottom of this page for all restrictions that may apply.

³ The price of this offer is calculated from the current regular monthly prices minus the following monthly guaranteed savings for 36 months: Business UltraFibre 1G High Speed Internet package less $90.00. Regular prices may change at any time. At the end of the offer period, the then-current regular prices will apply. Limited-time offer. Conditions apply. Regular prices may change at any time. Prices and packages may vary by region. To qualify for a bundle rebate, customers must subscribe to 2 or 3 services. Taxes not included. Please see at the bottom of this page for all restrictions that may apply.

^{4, 5, 6} Download and upload speeds may vary depending on Internet traffic, server and other factors. Cogeco reserves the right to take appropriate action in the event of inappropriate or abusive use of the Internet. Business UltraFibre 1G High Speed Internet package is available where technology permits. Where technology does not permit, an alternative package will be offered. The equipment provided (including leased telephone sets) remains the property of Cogeco. Only equipment provided or sold by Cogeco may be connected to a Cogeco service.

The standard installation fees are waived for a term commitment of at least 36 months with a minimum of 9 seats for Hosted PBX (HPBX) phone system. Installation, activation and network access fees may apply for non-standard installations. After the fixed term, the current monthly fees will apply. At the end of the term, the then current monthly fees plus 25 percent (25%) will apply to fibre HPBX unless the customer commits to a new term under the then applicable terms. Promotions are available to new HPBX customers or to those who have had their service suspended for more than 6 months prior to the start date of the promotion. Installation and activation of the service must take place within 4 weeks of the customer's commitment date, unless an additional delay is required by Cogeco's technical department.

If the customer chooses to opt out of HPBX before the end of the term, the customer will pay, at Cogeco's request, 50% of the total balance of the monthly fees due at the end of the term for HPBX, as well as compensation for installation fees in the amount of $700 for 10 seats or less, $1050 for 11 to 20 seats and $1230 for 21 to 36 seats or, if service is provided by fibre, 60% of the total balance of the monthly fees due at the end of the term for terminated HPBX services. If the customer chooses to opt out of the HPBX service prior to the activation date, the customer will pay all costs and expenses incurred by Cogeco in connection with the HPBX service, including, but not limited to, labour, travel, site visits for planning purposes, construction or installation, equipment orders, vendor or subcontractor penalties and applicable administration fees. Installation fees are not reimbursable.

^{7, 8, 9} Pricing for a combination of High Speed Internet and an access point. Installation fee of $100 or an additional $3 charge will apply to your monthly fees. Additional access point charges may apply. Each additional access point is $49.95/month. Managed Wi-Fi service must be combined with a minimum Internet speed of 120 Mbps or a minimum dedicated fibre speed of 100 Mbps.

Available where technology permits. Taxes are not included. Certain restrictions may apply. Promotions are limited to new customers of the promoted service(s) or to those who have cancelled their service(s) for more than 6 months prior to the promotion start date. May not be combined with any other promotion for the same service. Installation and activation of the service must take place within 4 weeks of the customer's commitment date, unless an additional delay is required by Cogeco's technical department. Installation fees for services or equipment may be charged to the customer. The customer agrees to protect the equipment from deterioration, alteration or damage and to return the equipment after the end date of the services. Installation fees are not refundable. At the end of the term, the current monthly prices will apply. If the customer chooses to end the services prior to the expiration of a specified period or promotional period that entitles the customer to discounted rates or other benefits, the termination fees set forth in the agreement will apply.