OnStar TTY For FMV: Frequently Asked Questions

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1 Q1. What is OnStar s TTY service? A1. OnStar offers an unparalleled combination of safety, security, and convenience services to help keep you and your family safe while traveling. With 24/7 connectivity to a dedicated OnStar TTY Advisor, you have the peace of mind of knowing that when you need help, OnStar can pinpoint your location and quickly contact emergency services on your behalf. OnStar offers in-vehicle services to deaf, hard of hearing, and speech-impaired subscribers through the use of a TTY device. This TTY device delivers OnStar services via TTY text messages and also provides access to OnStar s Hands-Free Calling capability. Once your TTY device is installed in your vehicle, OnStar services will be available to you based on your subscription plan (excluding OnStar Turn-by-Turn Navigation and Virtual Advisor). If you have the Directions & Connections subscription plan, driving directions and point-of-interest locations can be delivered via the TTY device. Please note, lengthy or intricate routes may be cumbersome. Q2. How does the service work? A2. The OnStar TTY device enables the deaf, hard of hearing, and speech-impaired subscribers to receive OnStar services in English text. To connect to OnStar, simply push the OnStar button and a dedicated OnStar TTY Advisor will be ready to assist you. The OnStar TTY device is a Bluetooth-enabled device, whose sole purpose is to act as a user interface for OnStar TTY functions. This TTY device needs to be successfully paired with the OnStar system in accordance with the instructions provided with the device prior to use of OnStar TTY functions. WARNING: No other Bluetooth device will be capable of pairing with the OnStar system, nor will the TTY functionality work without a successfully pairing and connected TTY device. The TTY device must be paired and connected to the OnStar system and charged and present in the vehicle at all times. When the TTY device is connected in voice mode, no other Bluetooth functions will be available. Q3. Is there an additional cost to have the OnStar TTY service? A3. Eligible subscribers can request the TTY equipment through the OnStar TTY advisor who can be reached at Upon submittal and approval of your TTY service application form, a TTY device will be shipped to you along with pairing and usage instructions at no cost to you. The use of OnStar services requires an active OnStar subscription. In addition, access to OnStar s Hands- Free Calling capability requires prepaid OnStar Hands-Free Calling minutes. A dedicated OnStar TTY Advisor will be happy to provide you with plan and pricing information. Q4. Who is eligible for OnStar TTY? A4. Active FMV U.S. OnStar subscribers who are deaf, hard of hearing, or speech impaired and comply 1

2 with the OnStar TTY Program guidelines are eligible. At this time, OnStar TTY is not available in Canada. Q5. What should I do if I have an emergency? A5. Simply push the red emergency button and you will be connected to a dedicated OnStar TTY Advisor who will locate your vehicle, find out what type of assistance you require, and as needed call nearby emergency service providers who can dispatch an ambulance, fire, police, or other emergency services. If you cannot answer, an OnStar Advisor will contact a nearby emergency services provider who will dispatch help to your determined location. Q6. What happens if I lock my keys inside the vehicle and I cannot contact OnStar using the in-vehicle TTY device? A6. Please contact our dedicated TTY toll-free line at While may be your primary mode of communication, it is absolutely necessary that you contact OnStar via telephone in emergency situations. Q7. How do I begin using the OnStar TTY service? A7. OnStar will ship you a TTY device with instructions to pair it to your OnStar system. You will need to turn the TTY device on and leave it on, while you turn on your vehicle. When the vehicle is turned on while the TTY device is powered on, the OnStar system will attempt to pair with the TTY device. A pairing menu will display on the TTY device and will ask you to enter a PIN. At this time, please enter the PIN that was shipped to you in the package with the TTY device. This should complete the pairing process and allow you to use your TTY device for OnStar TTY functions. Next, you need to ensure that TTY mode is selected via the TTY device user interface. If Hearing mode is selected, the OnStar system will require you to use Speech Recognition commands. If TTY mode is selected, the OnStar system will allow you to use the TTY device to communicate with the OnStar advisor using text input by first pushing the blue OnStar button. Q8. Can I use my personal TTY device with the OnStar service? A8. No. The OnStar service is not compatible with other TTY devices. Q9. Will On-Demand Diagnostics be able to tell me if there is an issue with my TTY system? A9. No, the FMV TTY system is not monitored through On-Demand Diagnostics. Q10. Is OnStar TTY available for Hearing Carry Over (HCO) and Voice Carry Over (VCO)? A10. No, not at this time. 2

3 Q11. Does the OnStar TTY system keep my TTY device charged? A11. No. It is your responsibility to keep your TTY device fully charged. A TTY device car charger and a wall charger will be shipped to you along with the device. Q12. Can I make and receive phone calls (local and long distance) in my vehicle using OnStar TTY? A12.. OnStar-equipped vehicles include the ability to initiate and receive phone calls by either using the OnStar phone button on the OnStar 3-button system or the Call button on the TTY device. Subsequently, the TTY device must be used to input the digits to be dialed to establish the call. In order to maintain a safe driving environment, this service is not available when your vehicle is moving. When you are in TTY mode, the phone button on the three-button OnStar system is disabled. To redial calls, push the Redial button on the TTY device and you will redial the last number dialed or received. Refer to the User Instructions shipped to you with the TTY device. Q13. How do I know if I have an incoming phone call in my vehicle? A13. When the vehicle is not moving, the display of the TTY device will flash, indicating an incoming personal call. To answer the call, push the OnStar phone button on the OnStar 3-button system or the Answer button on the TTY device. The status light on your OnStar three-button system will also blink to advise you of an incoming call. Q14. Do I need to use the Relay Operator to make calls? A14. If you would like to make a personal call from your vehicle to another TTY user, you can simply dial direct using the dial pad interface on the TTY device. If you would like to make a personal call from your vehicle to a non-tty user, you must use the relay service. You will not need the relay service to communicate with OnStar TTY Advisors, as they have TTY capability. Q15. How do I end phone calls using OnStar TTY? A15. If you are communicating with an OnStar TTY Advisor through the blue OnStar button, the advisor will disconnect the call after your conversation ends. If you are on a personal phone call, use the OnStar phone button on the OnStar 3-button system or the End button on the TTY device to end the call. It is imperative that if you accidentally push the red emergency button, you disconnect within 10 seconds by pushing the OnStar phone button on the OnStar three-button system. If OnStar emergency does not receive a response, they are instructed to dispatch emergency services to your location. Q16. Why doesn t the OnStar TTY service work while the vehicle is moving? A16. OnStar services are meant to complement your driving experience while keeping you safe and protected. To stay safe and protected while driving, you should have your eyes on the road and your 3

4 hands on the wheel. As a result, in order to maintain a safe driving environment, most OnStar TTY services will work only when your vehicle is not moving. The following chart explains which services are available when your vehicle is moving versus not moving. Vehicle Speed Service Red Emergency Button Blue OnStar Button Access to Hands-Free Calling Not moving Moving No No Q17. What is the service process for the OnStar FMV TTY equipment? A17. Please be aware that you will be responsible for proper care of your equipment. If you have an issue with your OnStar TTY device, please contact the OnStar TTY team via OnStar blue button press or landline ( ). Q18. I am experiencing some problems with my OnStar TTY system. What can I do? A18. A. Make sure the LED next to your three-button OnStar system, located either in your rearview mirror or in your overhead console, is green. If the LED is not green, please turn off your vehicle s ignition, and then turn it back on. If the status light next to the three-button system does not illuminate, this indicates a problem with your OnStar system. Please visit your FMV installer. B. Make sure the TTY device is properly charged, paired and connected to the OnStar system. Ensure the TTY device is set to TTY mode by pushing the mode button on the TTY device. If you still have issues, please call OnStar via the TTY toll-free number, Ask the TTY Advisor to ensure that your OnStar account has been activated and that you are enrolled as a TTY subscriber. C. Pairing Failure: If you don t see screen below to enter the passkey code, start your pairing instruction. If you are still having an issue, please call TTY toll-free number, and ask the TTY Advisor for assistance. 4

5 For My Vehicle D. Connection Failure: If the TTY Device wireless icon ( )is grayed out, try turning of the device and turn it back on. Turning off the vehicle ignition and turn back on may also help. If you don t get the device connected to your vehicle, please call TTY toll-free number, and ask the TTY Advisor for assistance. 5

6 Q19. How do I contact OnStar when I am not in my vehicle? A19. You may contact us in the following ways: 1. Call OnStar s toll-free TTY number: TTY@onstar.com Q20. As an OnStar FMV TTY user, can I still enroll in OnStar Vehicle Diagnostics? A20. No, OnStar Vehicle Diagnostics is not supported for the OnStar FMV product. Q21. During the call, what happens if I press the home button on the OnStar TTY device? A21. If you press the home button accidentally, the chat window will dismiss. In order to get the chat window back to communicate again, you have to toggle the button from hearing mode to text mode. 6