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ONSTAR HELPFUL INFO TTY http://www.onstar.com/us_english/jsp/explore/onstar_basics/helpful_info.jsp?info-view=tty Page 1 of 5 Helpful Info Español This is the first place to find answers to the most common questions asked about OnStar. If you have a question that is not addressed here, please contact us or call us directly at 1.888.4.ONSTAR (1.888.466.7827). Or if you are an OnStar subscriber, push the blue OnStar button in your vehicle. Why Do I Need OnStar? How Do I Get OnStar? How Do I Use OnStar? Renewal and Billing Subscription Transfers Plans and Services Hands-Free Calling OnStar Vehicle Diagnostics OnStar Turn-by-Turn Navigation > TTY Analog-to-Digital Transition Crisis Assist TTY 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. Beginning this year, OnStar will offer in-vehicle services to deaf, hard of hearing, and speech-impaired subscribers through the use of a dealer-installed TTY interface module. This TTY interface delivers OnStar services via TTY text messages. A dial pad will also provide access to OnStar's Hands-Free Calling capability. Once your TTY equipment 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. Click here for more information on services and subscription plans. Q2. How does the service work? A2. The OnStar TTY Interface Module (OTIM)* enables the deaf, hard of hearing, and speech-impaired subscribers to receive most 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 Interface Module (OTIM*) is
ONSTAR HELPFUL INFO TTY http://www.onstar.com/us_english/jsp/explore/onstar_basics/helpful_info.jsp?info-view=tty Page 2 of 5 connected directly to the OnStar system before you leave the dealership so that your OnStar service is available as quickly and seamlessly as possible. Included with the system is a TTY device and dial pad for use in the vehicle. * WARNING: This equipment is installed by your GM dealer. Under no circumstance should your dealer-installed equipment be removed from your vehicle. (The TTY device may be transferred in and out of the vehicle. It is important to remember to bring the device back into the vehicle to use OnStar TTY.) Failure to comply with this process may cause permanent damage to your equipment. Damaged or misplaced equipment may prohibit communication with OnStar. Q3. Is there an additional cost to have the OnStar TTY service? A3. Eligible subscribers can request the TTY equipment through their GM dealer. Most or all of the equipment cost can be reimbursed through the GM Mobility Reimbursement Program during the first year of ownership, subject to program rules. 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 U.S. OnStar subscribers who are deaf, hard of hearing, or speech impaired and comply with the GM Mobility Reimbursement Program guidelines are eligible. Also, OnStar TTY requires a new model-year 2007 and newer vehicle purchase or lease with OnStar Generation 7.0 hardware. Please visit gmmobility.com for more information. At this time, OnStar TTY is not available in Canada because TTY is not supported by Canada's wireless carriers. 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 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 1.877.248.2080. While email 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. Once your OnStar subscription is active, you will need to ensure that your vehicle is turned on and not moving. Next, be sure that your device is in TTY mode, which is indicated by an illuminated green mode light. If this is not illuminated, the system is in voice mode. After that, it's as easy as pushing the blue OnStar button to be connected to a dedicated OnStar TTY Advisor.
ONSTAR HELPFUL INFO TTY http://www.onstar.com/us_english/jsp/explore/onstar_basics/helpful_info.jsp?info-view=tty Page 3 of 5 Q8. What does the status light on the OTIM signify? A8. The status light can be green, red, or off. When the status light is: Green This indicates that the OnStar TTY system in the vehicle is ON and is ready to make or receive calls. Blinking Green This status light blinks green if there is a call in progress or to indicate an incoming personal call. To answer an incoming call, push the phone button on your dial pad and begin typing on the TTY device. To end a personal call, press the phone button on the dial pad. Red This signals that your OnStar TTY Interface Module may not be functioning properly. Push the OnStar button to attempt to contact an OnStar Advisor. If the connection is made, the Advisor will assist you to make sure your OnStar system functions properly. If you cannot contact the OnStar Center, please take your vehicle to your nearby GM dealership as soon as possible for diagnosis of the system. Off This signals that your OnStar system is in standard Voice mode. If you do not want your system to be in standard Voice mode, check to ensure that your TTY device connection is secure. If the status light is still off, please take your vehicle to your nearby GM dealership as soon as possible for diagnosis of the system. NOTE: In general, the status light on your OnStar three-button system indicates the same behavior as the OnStar TTY Interface Module and the same action should be taken. Q9. Can I use my personal TTY device with the OnStar service? A9. A TTY device will be provided through the GM Mobility Reimbursement program. Q10. Will GM Goodwrench On-Demand Diagnostics be able to tell me if there is an issue with my TTY system? A10. No, the TTY system is not monitored through On Demand Diagnostics. If you have a red LED on the OTIM, please see your GM dealer. Q11. Is OnStar TTY available for HCO and VCO? A11. No, not at this time. Q12. Does the OnStar TTY system keep my TTY device charged? A12. No. It is your responsibility to keep your TTY device fully charged. Please see your manufacturer's reference manual for instructions and details. Q13. Can I make and receive phone calls (local and long distance) in my vehicle using OnStar TTY? A13. Yes. OnStar-equipped vehicles include the ability to make and receive phone calls through the dealer-installed dial pad on the OnStar TTY system. 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 make calls, you must use the dealer-installed dial pad. OnStar's Shared Minutes plans are currently not available with the TTY system. To redial calls, push the phone button on the dial pad and you will redial the last number dialed or received. Refer to the TTY manufacturer's owner's guide for details on functionality of the TTY device. Q14. How do I know if I have an incoming phone call in my vehicle?
ONSTAR HELPFUL INFO TTY http://www.onstar.com/us_english/jsp/explore/onstar_basics/helpful_info.jsp?info-view=tty Page 4 of 5 A14. When the vehicle is not moving, the green status light on the OnStar TTY Interface Module will blink, indicating an incoming personal call. To answer the call, push the phone button on the dial pad. The status light on your OnStar three-button system will also blink to advise you of an incoming call. Q15. Do I need to use the Relay Operator to make calls? A15. 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 provided. 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. Q16. How do I end phone calls using OnStar TTY? A16. 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 phone button on the dial pad to end the call. It is imperative that if you accidentally push the red emergency button, you disconnect within 10 seconds by pushing the phone button on the OnStar threebutton system. If OnStar emergency does not receive a response, they are instructed to dispatch emergency services to your location. Q17. Why doesn't the OnStar TTY service work while the vehicle is moving? A17. 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 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. Service Vehicle Speed Not moving Moving Red Emergency Button Yes Yes Blue OnStar Button Yes No Access to Hands-Free Calling Yes No Q18. What is the warranty coverage for the OnStar TTY equipment? A18. Your TTY device is manufactured by an independent manufacturer and is covered by the manufacturer's warranty; it is not covered under the GM new vehicle limited warranty. All other parts are covered by the standard parts and labor warranty of your new vehicle. Please be aware that you will be responsible for proper care of your equipment. Please contact your GM dealer to set up an appointment if necessary. He or she will inform you if any required repairs are covered by the warranty. Q19. I am experiencing some problems with my OnStar TTY system. What can I do? A19. 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 GM dealer. B. Make sure the TTY device is properly plugged into the OTIM. When the TTY
ONSTAR HELPFUL INFO TTY http://www.onstar.com/us_english/jsp/explore/onstar_basics/helpful_info.jsp?info-view=tty Page 5 of 5 device is properly plugged in, the status LED and the mode LED will be illuminated green. If these LEDs are not illuminated, please re-plug the TTY device into the TTY jack, and ensure the OTIM is set to TTY mode by pushing the mode button until the mode LED illuminates. If the lights are still not illuminated, please call OnStar via the TTY toll-free number, 877.248.2080. Ask the TTY Advisor to ensure that your OnStar account has been activated and that you are enrolled as a TTY subscriber. C. If you are experiencing garbled text on your TTY device, make sure the device is fully charged. If it is fully charged, cellular connectivity issues may be affecting your call. In that case, please disconnect your call and try again in a few minutes. Q20. How do I contact OnStar when I am not in my vehicle? A20. You may contact us in the following ways: 1. Call OnStar's toll-free TTY number: 1.877.248.2080 2. Email: TTY@onstar.com Q21. As an OnStar TTY user, can I still enroll in OnStar Vehicle Diagnostics? A21. Yes, we encourage you to enroll in OnStar Vehicle Diagnostics so that you can receive monthly updates on your vehicle's key operating systems, as well as on your OnStar account. You can enroll online or by pushing your blue OnStar button. Terms and Conditions Hands-Free Calling Price List Trademarks and Copyrights 2009 OnStar. All rights reserved.
ONSTAR PLANS & SERVICES TTY http://www.onstar.com/us_english/jsp/plans/tty.jsp Page 1 of 4 Helpful Info TTY FAQs For more information about obtaining a TTY device, contact OnStar at 1.877.248.2080 or email us at tty@onstar.com. OnStar 1 is constantly working to help make GM vehicles safer and more convenient to drive. Which is why OnStar has partnered with GM Mobility to offer TTY services on select 2007 and newer model year vehicles to deaf, hard of hearing, and speech-impaired subscribers at little or no additional cost. Benefits of OnStar and TTY With this service, deaf, hard of hearing, and speech-impaired subscribers have 24/7 access to TTY Advisors through the blue OnStar button and the red Emergency button. Also, access to OnStar's Hands-Free Calling capability 2 is made available through the dial pad. GM Vehicles Equipped with OnStar TTY Services* View the list of 2007 and newer vehicles that are currently eligible for this TTY service and equipment. Obtaining TTY Equipment Learn the simple process for ordering equipment through your GM dealer at little or no additional charge. Helpful Links Use additional resources for more information on TTY capabilities.
ONSTAR PLANS & SERVICES TTY Page 2 of 4 Eligible 2007 and newer OnStar-equipped GM vehicles will offer TTY users 24/7 access to TTY-trained Advisors who can provide most of OnStar's safety, security, and convenience services. The following services can be accessed using your TTY equipment: Automatic Crash Response Emergency Services Stolen Vehicle Assistance 3 Remote Door Unlock 4 Roadside Assistance OnStar Vehicle Diagnostics 5 Access to Hands-Free Calling capability 6 Simply let the dealer know you'd like this equipment when you're shopping for your new eligible OnStar equipped GM vehicle, and it can be installed before you pick it up. Click here for more details on the GM Mobility program 7. Back to top The OnStar TTY service is available on 2007 and newer GM vehicles, except the 2007 Saturn ION and Saturn VUE, and the 2007, 2008, 2009 Pontiac Vibe. http://www.onstar.com/us_english/jsp/plans/tty.jsp
ONSTAR PLANS & SERVICES TTY http://www.onstar.com/us_english/jsp/plans/tty.jsp Page 3 of 4 Back to top It's easy to order your TTY equipment: Step 1 Print the GM Mobility Reimbursement Program with OnStar Form and take it with you to a GM dealership. Step 2 Select an eligible 2007 or newer GM vehicle. Your dealer or retailer will order and install the OnStar TTY equipment. Step 3 Take delivery of your vehicle. Together with your dealer or retailer, complete the GM Mobility Reimbursement Program 8 application form. Submit the application to GM Mobility program headquarters. Click here to view eligibility requirements. Back to top Use these additional resources for more details about OnStar, GM vehicles, TTY services, and more. TTY FAQs TTY Owner's Guide Back to top 1 OnStar services require vehicle electrical system (including battery), wireless service and GPS satellite signals to be available and operating for features to function properly. Subscription Service Agreement required. The U.S. Federal Communications Commission (FCC) ruled that wireless carriers will no longer be required to support the analog wireless network beginning in 2008. As of January 1, OnStar plans to offer service only through equipment that operates on the digital network which may require the purchase of a system upgrade for eligible vehicles. Click here for Frequently Asked Questions. Call 1.888.4.ONSTAR (1.888.466.7827) or browse this site for OnStar's Terms and Conditions, Privacy Statement, and system limitations and details. Additional information can be found in the OnStar Owner's Guide. 2 OnStar Hands-free Calling requires a Hands-Free Calling enabled vehicle, existing OnStar service contract and prepaid minutes or enrollment in a shared minutes plan. Not available in certain markets. Calls may be made to the U.S. only. 3 Ability to locate stolen vehicles varies with conditions. 4 Remote door unlock success varies with conditions. Not available on Saab 9-5 and 2000-2006 Saab 9-3 models. 5 Available on 2004 MY & newer GM models equipped with the GM Oil Life System. Diagnostics not available on Pontiac Vibe, Saab 9-3 and 9-5. Diagnostic services vary on Cadillac SRX V8, Saturn VUE, Ion and L-Series, Chevy Silverado diesel and GMC Sierra diesel. For details, call 1.888.4.ONSTAR (1.888.466.7827) or press your blue button. 6 Federal, state, and local taxes, and other fees and surcharges may apply. Prices/packages subject to change. Minutes begin when you place a call (after you dial) or receive a call and stop shortly after the call ends. Minutes are also used for calls that fail to connect and last more than 10 or 35 seconds (depending on equipment). Minutes are rounded up to the next full minute. 7 Under the GM Mobility Reimbursement Program, a customer will be reimbursed up to $1,000 of the
ONSTAR PLANS & SERVICES TTY http://www.onstar.com/us_english/jsp/plans/tty.jsp Page 4 of 4 cost of any eligible aftermarket adaptive equipment when installed (or reinstalled) on any eligible purchased or leased new vehicle manufactured by GM, including Buick, Cadillac, Chevrolet, GMC, HUMMER, Pontiac, and Saturn divisions. To take advantage of the GM Mobility reimbursement program, vehicle must be adapted within 12 months of the date of purchase/lease and a claim must be submitted within 90 days of the date of adaptation. Other program rules apply. 8 This Reimbursement Program guide and application are valid for eligible new and unused 2006, 2007, and 2008 model year GM vehicles delivered between 10/1/06 and 9/30/08. Please call the GM Mobility Assistance Center at 1-800-323-9935/ TTY 1-800-833-9935 with any questions. *OnStar TTY services are only available in the US. These program guidelines have been made available to all authorized GM dealers/retailers. To use this offer on leased vehicles, lessor's written approval must be obtained prior to adapting vehicle. Most fleet vehicles, with the exception of daily rentals, are compatible with the GM Mobility Reimbursement Program incentive. Used vehicles and vehicles obtained by GM dealers/retailers through auction are NOT eligible for the GM Mobility Reimbursement Program. General Motors reserves the right to modify or terminate this program without notice. Terms and Conditions Hands-Free Calling Price List Trademarks and Copyrights 2009 OnStar. All rights reserved.