Incident report · October 15, 2026
VRS Call Freezes and Disconnections: October 15, 2026
Dean McCracken’s reported VRS interruptions and requests for investigation. The technical cause has not been established.
Reported experience · technical cause unresolved
Reported by Dean McCracken, Canadian Deaf Telecom Alliance (CDTA). Incident date: . This public account is adapted from his dated incident record. The website publication date appears separately in the header.
This is Dean’s reported experience and request for investigation, not a completed technical investigation. No CAV complaint reference number, acknowledgement or investigation response is documented in this record. Publication does not establish that the report was emailed, received or formally filed with the CRTC.
What Dean reports happened
First call
During the first call, the interpreter reported that an automated telephone system was responding in French and repeating messages unusually. Dean agreed to a suggested interpreter transfer, but the VRS video then froze. He had to place another call.
Second call
A second interpreter answered. They encountered the French-language menu again, selected the English option and reached an agent. After the account-verification step, the conversation appeared to proceed normally.
The agent explained that a transfer to an automated system was needed to complete a refund. They also discussed how to contact Dean if the connection failed. Dean explained that he uses a mobile number for SMS and security codes and a separate VRS number for interpreted calls. He asked that the VRS number not replace his mobile number for SMS verification. The agent understood.
Following the transfer to the automated refund system, the VRS video froze again and the call disconnected. Dean was left waiting and uncertain about how the process would continue.
Impact and limits of the account
Dean reports frustration at having to restart, navigate the menu again and repeat his communication needs, only to lose the connection again. He could not rely on these calls to complete an ordinary refund process. The final refund outcome and any later callback are not recorded.
Dean does not blame the interpreters. The cause could involve the VRS platform, a network connection, the other organization’s telephone or automated system, or an interaction between them. The French-language menu is part of the sequence; it does not itself establish a VRS defect.
The record does not include exact call times, call identifiers, application or device versions, network conditions or technical logs. Those details would be needed for an investigation and should be supplied privately through an appropriate channel.
Investigation and improvements requested
The following are Dean’s requests to CAV, not actions that CAV is known to have taken:
- A documented complaint and investigation: register the incident, provide a reference number, preserve and review relevant available logs, identify missing information and explain the findings, corrective action and follow-up date. Where another provider is involved, explain how the issue will be followed through.
- Transfers, automated systems and recovery: investigate both interruptions and test complete calls, including language selection, keypad menus, repeated prompts, interpreter and agent transfers, and automated transactions. Explain how an interrupted transaction can be resumed where possible.
- Mobile/SMS and VRS guidance: explain which number to give for callbacks and SMS verification while maintaining legitimate privacy and security requirements. This incident does not establish what every VRS number or verification system supports.
- External audio voicemail: separately clarify how a Deaf user can securely have a VRS interpreter interpret voicemail from a mobile or telephone-provider account, including current limitations. This concerns more than messages within VRS.
- Platform and vendor decisions: Dean asks CAV’s administration and Board to prioritize a different technology provider capable of meeting users’ needs. This is his requested outcome; it is not a finding that IVèS caused these interruptions or that switching vendors would automatically fix them. He recognizes that software updates may have occurred.
- Contract clarity: confirm the actual contract expiry, extension options, procurement status and whether an earlier transition could preserve service continuity. The timeline mentioned in Dean’s original account is unconfirmed; no expiry date is established here.
- An accountable improvement plan: document recurring issues, evidence, responsibilities, priorities, target dates, corrective actions and real-world results. Include Deaf users and interpreters in testing complete everyday tasks. This request does not assert that CAV lacks an existing tracking or testing process.
Dean requests a written response and an expected response date for any unfinished investigation. His goal is dependable access for Deaf users and reliable tools for interpreters.
Related but separate proposal
One Number for Texts and VRS Calls considers integrating a user’s mobile number with VRS while keeping SMS private. It is a draft proposal, not an explanation of these failures or a promised fix for video freezes.