Is TTY Really Rogers’ Only Accessibility Solution for Callbacks?

[davidbernardi]

I was recently told that if I can’t use voice services, Rogers offers TTY as the only accessibility solution for callbacks. For those who might not know, TTY is a system where messages are typed and sent through a special device, allowing communication with someone over the phone.

While TTY can work in some cases, it has significant limitations:

It is not a real-time solution. Responses are delayed, making it difficult to resolve urgent or complex issues effectively.

It requires specialized equipment that many people don’t have access to.


For customers who rely on chat or text-based services due to accessibility needs, being forced to use TTY or wait for callbacks seems like a significant barrier to receiving equal support.

I’m curious—is TTY really the only option Rogers offers in these situations? Are there no real-time alternatives for customers who cannot use voice services but need immediate support through chat?

I’d appreciate some clarity on this, as it seems like an area where improvements could really help customers with accessibility needs.

***Added Labels***

[RogersMaude]

Good day @davidbernardi,

Thank you for posting your concern to the Rogers Community. We appreciate you took the time to bring this up to our attention.

We appreciate the feedback and we'll forward your comments to the appropriate party for review.

While our live chat support representatives may not have the ability to arrange a ''call back'' through chat, in the insistance where they need to escalate a situation, alternatives are available to you for immediate assistance.

Please visit the Connect with us page for more options. Additionally, you can submit feedback via our Resolve a concern page for pressing issues.

Also, keep in mind that if you get in touch with our Technical support team and they need to put you through someone from our customer care department, their hours of operations differ and they may not be able to transfer you to the proper department.

Based on my experience when taking call from customers using TTY, the teletypewriter is a mode of real-time communication and the delay between replies is not significant. 

It specifically designed to help people with hearing impairments to communicate over regular voice lines and the time between responses would be similar to one of a live chat service.

Please let us know if some of your concerns have yet to be addressed and we'll be happy to assist you.

Hope this helps!

RogersMaude