Accessibility

Videotron is committed to facilitating access to its services for everyone.

All Videotron clients/customers deserve the same level of service. This is why our services are adapted for people with impaired hearing, speech, vision or other disabilities, as well as for our clients with reduced mobility.

Videotron is aware of the accessibility challenges its clients may encounter and is always on the lookout for latest innovations in this area. Do not hesitate to write to us to recommend any device or program that would improve access to our services for everyone.

To subscribe to any of our adapted services, contact a Videotron Customer Service representatives by telephone, TTY, or e-mail.

Access to our Website

The new modules integrated into the future videotron.com site (currently under construction) will comply with the Web Content Accessibility Guidelines 1.0 (WCAG 1.0) standards set out by the World Wide Web Consortium (W3C) international organisation. For more information on these standards, refer to the full description of W3C: http://www.w3.org/TR/WCAG10/.

The WCAG 1.0 standards include the following terms:

  • All our non-textual features (images, animations, etc.) can be replaced by textual equivalents, including the hyperlinks that are associated with them.
  • Our videos and animations are accompanied by a text and/or soundtrack that describe the information conveyed by the images.
  • All our pages display enough contrast to enable viewers to distinguish all the features without displaying colours.
  • The content of our pages is prioritized, structured and presented through the medium of HTML and CSS flagging in accordance with W3C standards and current Web practices, including full descriptive headers.
  • Our pages can be displayed in an intelligible way even when the cascading style sheets (CSS) are deactivated.
  • All interactive features on our pages can be commanded independently using a mouse or keyboard.
  • The site does not contain any pop up windows or redirection without warning.
  • The destinations of all our hyperlinks are explicitly indicated.
  • All our pages are accessible through an independent website address (URL).
  • We offer a site map in text format that makes it easy to find your destination.
  • Our texts are written in clear and concise language and important information is clearly featured.

In addition, certain features of the Videotron site comply with WCAG version 1.0 "level 2" standards. This applies to the contrast of our titles and headers and to certain navigation features throughout the site.

For more information on these standards, refer to the full description of W3C: http://www.w3.org/TR/WCAG10/.

Telephone directory assistance (411) package

For cable telephone subscribers aged 65 or older or who have a disability

This free* monthly package provides unlimited access to directory assistance services to our clients aged 65 or older or have a disability.

The directory assistance service can be added to your Videotron cable telephone subscription for a minimum period of 30 days. It can only be added or removed on the last day of your billing cycle. The account must be in the name of the beneficiary or person who is acting as a proxy for the beneficiary.

To use the directory assistance service, just dial 411. Overseas directory assistance is also available through the operator (0).

* Certain conditions apply.

Relay service for the hearing-impaired

For cable or wireless telephone subscribers who have a hearing or speech impairment

The 711 service is adapted to the needs of people who have a hearing or speech impairment and use a telecommunications device for the deaf (TTY), a teletypewriter or other types of specialized equipment.

Various methods for routing calls are available:

  • "Voice Carry Over" (VCO): for the hearing impaired who can talk without assistance.
  • "Hearing Carry Over" (HCO): for the speech impaired who can hear without assistance.

To use the relay service for hearing impaired, dial 711 on your TTY. People who do not have a TTY and wish to reach a hearing impaired person through the relay service can do so by dialing 1-800-855-0511. Hearing impaired people who wish to reach a hearing impaired person through the relay service can do so by dialing 1-800-855-5511.

It is also possible to use the IP relay service for the hearing-impaired. Registration beforehand is required. Small and medium-sized businesses can register for it online starting today, by filling out our service request form. Larger businesses must contact their representative to request the service.

Already registered?
Access the IP relay service (IP to voice)
Dial 1-877-584-4747 (Voice to IP)

Our Customer Service and Technical Support representatives can be reached during business hours via the TTY system (see contact information) or through the chat line on our site.

Videotron does not provide TTY or other types of specialized equipment. Contact a hearing-aid acoustician to purchase or rent such devices.

Rates for cable telephone subscribers

  1. Rates for cable telephone subscribers
    • Local calls: All local calls are free.
    • Long distance calls: Long distance calls are not currently included in your Videotron long distance plan and will appear on your bill as an assisted call.
  2. Rates for wireless telephone subscribers
    • Local calls: Airtime will be posted to your monthly rate package.
    • Long distance: Long distance calls are not currently included in your Videotron long distance plan and will appear on your bill as charges from other carriers.

Adapted wireless phone repair services

For wireless telephone subscribers with reduced mobility

Videotron offers a free wireless phone repair service to customers with reduced mobility.

If your phone is diagnosed as defective during a technical support call with Videotron, we will send you a package with a courtesy wireless phone along with a return slip to send us your defective phone free of charge. Once your wireless phone has been repaired, it will be sent back to you with a second return slip that you can use to return the courtesy device free of charge. A rush courier service will handle both operations, delivering to and pick up from your door.

Persons considered eligible for the "impaired mobility" service are clients who have a motor, sensory or physical disability preventing them from coming to a Videotron service location themselves.

Charges may apply for the repair of devices and/or breakage not covered under warranty.

Alternative billing

For all subscribers who are blind or have a visual impairment

Several alternative methods for printing invoices are available to our blind or visually impaired clients free of charge. Our invoices are available in Braille, large print or digital format. With this type of subscription, our clients can also access certain communications related to alternative methods for printing invoices as requested by the client.

Magnétothèque

For illico digital TV subscribers who are blind or visually impaired

Created in 1985, the "magnétothèque" (audio print substitute) is a radio for the visually impaired. It broadcasts the full versions of Quebec newspapers and magazine articles.

"Magnétothèque" is offered with the illico basic service on channel 555. It is also accessible on FM on classic cable in most areas covered by Videotron.

The "Magnétothèque" is also broadcast on the Internet at www.lamagnetotheque.qc.ca.

Other services

illico Call display

For illico digital TV and cable telephone subscribers

illico Call display enables you to see your caller's identity right on your TV screen. It also gives you access to a history of incoming calls.

To benefit from the illico call display free of charge*, you must be a subscriber to both illico digital TV and Videotron cable telephone, including the optional Call Display service. Your illico digital terminal must be compatible with this service.

* Certain conditions apply.

Closed-captioning

What is closed-captioning for the hearing impaired?

This is text that accompanies the program on the screen. It allows the viewer to read an abbreviated version of the actors' dialog and important sounds. For sporting events, the captions contain the commentators' descriptions. They are intended for people who have difficulty hearing or distinguishing sounds.

Service availability

The closed-captioning service is offered on all illico digital terminals. If the channel offers the program you are watching with closed-captioning, a CC note will be indicated in the description of the program in the TV listings guide of your illico terminal. Many TV sets support closed-captioning for the hearing impaired with RF and baseband inputs.

Who provides the closed-captioning text?

Several companies (sources) provide closed-captioning services to television networks and production companies for their standard (analog) and digital programs.