| 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 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. 
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| 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? |
| 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 three-button 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.| | Vehicle Speed | | | Not moving | Moving | | Service | Red Emergency Button | Yes | Yes | | Blue OnStar Button | Yes | No | | Access to Hands-Free Calling | Yes | No |
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| 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. | - 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. - Make sure the TTY device is properly plugged into the OTIM. When the TTY 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. - 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.
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| Q20. | How do I contact OnStar when I am not in my vehicle? |
| A20. | You may contact us in the following ways:- Call OnStar's toll-free TTY number: 1.877.248.2080
- Email: TTY@onstar.com
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| 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. |
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.
