EastLink is committed to making it easier for customers with disabilities to access their telecommunications services. Within this website, you will find information on how to use these accessibility services including Phone Relay Services, Described Video, Voice Print and Alternate Bill Formats

EastLink has a dedicated team of agents who are ready to assist you or any member of your support network to find the home phone, TV, Internet that fit your lifestyle needs and to answer your general questions.

Please feel free to contact us at 1-888-345-1111.

Phone Relay Services:

The Phone Relay Service enables customers who are hearing impaired or experience difficulty with speech – and who use a Teletypewriter (TTY) – to communicate with people who use a regular telephone. The Relay Service is available 24 hours a day, 7 days a week.

There is no charge for using the Relay Service to place local calls. Normal long distance rates will apply for long distance calls.

Calls placed through the Relay Service are entirely confidential. Relay agents are professionally trained and follow a strict code of ethics. No record of conversation content is retained.

Numbers to call

• Voice to TTY 1-800-855-0511
• TTY to Voice 711
• TTY to TTY 1-800-855-1155
  For Operator Assistance in billing your long distance call to another TTY.

Subcomponent of Relay Service:

How the Relay Service works for TTY users
A person who is deaf, hard of hearing or speech disabled uses a TTY to type his or her conversation to a Relay agent (RA), who then reads the typed conversation to the other party. The Relay agent then types the other party’s spoken words back to the TTY user.

Getting started

• First, dial 711. The Relay agent will answer saying, RELAY SERVICE, (agent’s name) SPEAKING, followed by GA (for go ahead).
• Type in the area code and number you would like to call, and then type GA.
  (note: although you aren’t required to give the agent your name or the name of the person you are trying to reach, doing so helps the agent connect to the person you are calling).
• The Relay agent will dial the number and will let you know how the connection is progressing e.g. (ringing 1...2...3...), inform you when someone answers, and then give the person’s gender in brackets (e.g. (f) female, (m) male).

Tips for TTY users

• Give the Relay Agent your name and the name of the person you are calling. This makes it easier for us to initiate your call.
• Give the Relay Agent the call recipient’s area code, even when it is a local call.
• When calling a business with multiple departments, tell the Relay agent which department you wish to reach at the beginning of the call.
• You may leave messages on answering machines or voice mail systems through the Relay Service. When you leave a message, leave the Relay Service voice to deaf number (1-800-855-0511) as part of your message, along with your area code and phone number.

How the Relay Service works for voice users

Standard Telephone users can easily initiate calls to TTY users using the Relay Service. A Relay Agent (RA) will type your spoken words to the TTY user and read back their replies.

Getting started

• First, dial 1-800-855-0511. The Relay agent will answer saying,  RELAY SERVICE, (agent’s name) SPEAKING, followed by GA (for go ahead).
• Provide the Relay agent the area code and number you would like to call.
  (note: although you aren’t required to give the agent your name or the name of the person you are trying to reach, doing so helps the agent connect to the person you are calling).
• The Relay agent will dial the number and keep you informed, as you will not be able to hear the line ring.
• The Relay agent will tell you when the TTY has answered and read what is typed, followed by GO AHEAD. GO AHEAD is your cue to begin speaking.
• Always finish by saying GO AHEAD so the TTY user will know it is their turn to respond.

Tips for Voice users

• Remember to speak directly to the TTY user, not to the Relay agent.
• Speak a bit more slowly than usual as the Relay agent is typing in word for word what you are saying.
• Spell names.
• Always say GO AHEAD when you are finished.
• Always wait for the Relay Agent to say GO AHEAD before speaking.
• Let the Relay Agent know at the beginning of the call if you are familiar with the service.

Described Video Content

Described video (DV) is a narrated description of a program's main visual elements, such as settings, costumes, or body language. The description is added by some television networks during pauses in dialogue, and enables people to form a mental picture of the program. Described video uses a separate audio track that is available on the Secondary Audio Program (SAP).  You can access the SAP using the instructions below.

Instructions to Activate Described Video

Voice Print

Voice Print is available to EastLink Customers on the Secondary Audio Program (SAP) of CBC News Network. This service is provided to anyone, especially those who cannot independently access newspapers, magazines or government documents due to illiteracy, blindness, vision restriction, physical or learning disabilities.VoicePrint is Canada’s only 24/7 reading service, broadcasting readings of full-text articles 24/7 from more than 600 of Canada’s newspapers and magazines.
You can access the SAP functionality in two ways:

• Your Television - Not all televisions have a SAPoption.   The directions for activating the SAP feature will vary by TV brand. EastLink recommends that customers refer to the owner's manual that came with the TV to program the SAP feature (sometimes identified as the LANGUAGE setting).
• SAP Receiver/VCR - The SAP receivers are available through VoicePrint Canada and provide users with independent access to the SAP. The receiver can be used on its own, or by attaching it to a television set.

• VoicePrint’s SAP receiver can also be used to access Described Video from TV networks that provide the service.

For more information on VoicePrint, please visit their website at www.voiceprintcanada.com

Bill Format

Upon request, bills and select documents are available in an alternate format to persons with visual impairments. If you require your bill in an alternative format, please contact one of our customer service representatives at 1-888-345-1111.