Shaw Mobile offers IP Relay to deaf and hard-of-hearing individuals to place and receive text-based relay calls from their mobile device or personal computer.

IP to Voice calls within North America are free of charge to the IP caller. International and directory assistance calls will be charged at regular rates and will appear on your Shaw Mobile invoice.

Understanding the IP Relay Service

To use the service, you must register for Shaw Mobile IP Relay by creating an account that will provide you with a 9-digit number and password. The IP Relay Service uses an IP Relay operator to connect an IP Relay caller to a voice party and calls are strictly confidential.

To receive a call using the IP Relay you must be logged into Shaw Mobile IP Relay. When you make a call, your 10-digit registered Shaw Mobile number will be displayed on the other person's caller ID screen. This way, they'll know it is you and will be more likely to answer the call.

For voice callers to place a call using IP Relay they will need to dial the toll-free Shaw Mobile IP Relay number 1-855-489-7429 and provide the IP Relay operator with your dedicated 9-digit number, the IP Relay operator will then connect to your IP number and you’ll see the voice caller’s number displayed and have the option to accept or ignore the incoming call. If you are not logged into 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.

Shaw Mobile IP Relay supports the following calls:

  • IP to Voice
  • Voice to IP
  • Two-line VCO (voice carry over) to Voice
  • Two-line HCO (hearing carry over) to Voice
  • Local, long-distance and international calls

Calls to 900 numbers and IP to IP calls are not supported

Registering for IP Relay

The Shaw IP Relay app is available to download for free in the Apple App Store or Google Play Store.

To register for the service, you’ll need to have active Shaw Mobile service and a compatible handset. For details on device compatibility click here.

You can also access the service using a personal computer, just ensure you are using:

  • 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)

To create an IP Relay account just follow the steps below:

  1. Visit iprelay.shaw.ca
  2. Click on Register for a new account
  3. Fill in the required information in the appropriate fields
  4. Read the IP Relay Terms of Service
  5. If you agree to the Terms of Service, check the I accept the Shaw Mobile IP Relay Terms of Service box
  6. Click on Register

You will be notified by e-mail of your registration status within 24 to 48 hours. A successful registration e-mail will include your 9-digit IP Relay number and password information

Using Shaw Mobile IP Relay

Once you have registered for Shaw Mobile IP Relay take the steps below to complete a call:

  1. Visit iprelay.shaw.ca
  2. Enter your 9-digit access number into the Access Number field
  3. Enter your Password
  4. Click on Log on

To make a two-line Voice Carry Over (VCO) IP Relay Call follow the steps below:

  1. Enter your 10-digit Shaw Mobile number in the Number to dial field
    • This number must have Three-way Calling capability
  2. Enter your instructions for the operator
  3. You can update your profile for VCO service or let the operator know you are a VCO caller
  4. Select the language you would like the call to be placed in (English or French)
  5. Click on the Call button and you will be connected to the next available IP Relay operator
  6. The Relay operator will call you back at the callback phone number
  7. Dial the number of the person you would like to conference
  8. The IP Relay operator will type the hearing caller's responses on your IP Relay screen
  9. You will be able to use your voice directly to your party on the second line

To use your IP Relay Address Book, follow the steps below:

  1. Click on the Address Book tab at the top of the IP Relay page
  2. The Address Book box will open on your screen
  3. Select what you would like to do:
    • Edit - will allow you to change the contact information
    • Delete - will allow you to remove the contact from your address book
    • Call - will automatically place the number in the Number to dial field
    • Add - will allow you to add contact
  4. Close the window to return to the Make a call screen

Managing your IP Relay Account

Updating your Profile

  1. Click on the Profile tab at the top of the IP Relay page
  2. The Profile box will open on your screen
  3. Make your changes in the appropriate field(s)
  4. Click on Save Changes. Your profile has now been updated
  5. Close the window to return to the Make a call screen.

Note: Updating your profile information is your responsibility. Please keep all address information up to date in case of emergency.

Updating your Preferences

You’ll have the option to update your language & font preferences at the top of the IP Relay page. Follow the steps below to make the changes:

  1. Click on the Preferences tab at the top of the IP Relay page
  2. Click on Reset font to start over
  3. Close the window to return to the Make a call screen.

Note: Remember to save your changes. Changes to your preferences will be updated the next time you login

Emergency Services

While you can use the IP Service to dial emergency service, we urge you to call 911 using your TTY (if available) for emergency calls to avoid possible life-threatening delay.

Registering your number for IP Relay Services

To ensure emergency personnel know where to go in an emergency you must register your number for IP Relay Services.

You must provide a physical address where you want emergency personnel to go in an emergency and cannot use a P.O Box as emergency services cannot be dispatched to post office box addresses. It is your responsibility to ensure that this information is up to date. To make changes or updates on your account profile, simply log in to the IP Relay page.

Contacting Emergency Services

If you need to contact emergency services such as police, fire, and ambulance using Shaw Mobile IP Relay, the IP Relay operator will route your emergency call over the E911 network to the nearest public safety answering point (PSAP) based on your registered Shaw Mobile phone number. To contact emergency services using IP Relay select the emergency button from the Shaw Mobile IP Relay Make a call tab.

You’ll need to provide the following information to the IP Relay operator even if you have a registered Shaw Mobile phone number on file:

  • Your current street address (Where are you?)
  • Your name
  • Details of your emergency
  • Any additional information that will help the emergency personnel.

If you get disconnected from the operator during an emergency call, the operator will complete the call to emergency services and provide them with your information.


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