Getting Relay and Captioned Phone Services: What You Need to Know

What relay and captioned phone services do

Relay services let you make phone calls if you are deaf, hard of hearing, or have a speech disability. A trained operator reads what the other person says and types what you say back to them. Captioned phone services show you a real-time written transcript of what the person on the other end is saying — you speak normally, and see their words appear on your screen.

Both services are free through Lifeline, the federal program that subsidizes phone service for low-income households. You do not pay per call, and the service works with any phone number you are calling — businesses, government offices, friends, anyone. The operator or captioning service stays on the line for the entire call.

These are different from video relay service (VRS), which uses sign language interpreters and requires special equipment. If you use ASL, you would set up VRS through a separate provider. Relay and captioned phone are text-based or voice-based, and they work on any standard phone.

Key Takeaways

• Relay services connect you to a trained operator who reads and types messages during your call; captioned phone services show you a live transcript of what the other person says while you speak normally.
• Both services are free through Lifeline and work with any phone number, including businesses and government offices.
• You set up the service through your state's relay provider, which you can find by calling 711 or searching your state's telecommunications relay service website.
• Once registered, you can start using the service immediately — there is no waiting period or additional paperwork after your initial setup.
• You will need to confirm your Lifeline status (low-income household) during registration, but relay and captioned phone services themselves have no separate income test.

How to register for relay service

Call 711 from any phone and tell the operator you want to register for relay service. They will ask you basic questions: your name, address, phone number, and what type of relay service you need (text-based relay, speech-to-speech relay, or captioned phone). The call takes about 10 minutes.

You can also register online through your state's relay provider. Search "[your state] telecommunications relay service" to find the official website. Most states have a registration form you fill out and submit, and you will get a confirmation email or phone call within one business day.

During registration, you will confirm that you are on Lifeline or that you meet Lifeline's income requirements. If you are already receiving Lifeline service, the relay provider can verify this automatically. If you are not yet on Lifeline, you can register for both at the same time, though they are separate programs.

Types of relay service and how each one works

Text relay (also called TTY relay) is the oldest form. You type your message on a TTY device or computer, the operator reads it aloud to the other person, and then types their response back to you. This works well if you are deaf or hard of hearing and prefer written communication, but it is slower than speech because everything must be typed.

Speech-to-speech relay is for people with speech disabilities. You speak into the phone, but the operator listens and repeats your words clearly to the other person. The other person speaks normally, and you hear them directly. This preserves your voice while making sure the other person understands you.

Captioned phone service is the fastest option if you are hard of hearing or deaf and can speak. You make the call and speak normally. A captioning service listens to the other person and sends you a live text transcript on your phone screen. You read what they say and respond by speaking. No operator is involved — it is just you and the transcript.

Most people who are hard of hearing prefer captioned phone because it feels most like a regular conversation. People who are deaf often prefer text relay because they can control the pace. Speech-to-speech relay is specifically designed for people with speech disabilities and is rarely used by others.

What happens during your first call

When you make your first relay call, you will dial 711 or use your relay provider's app or website. You will tell the operator (or the system will prompt you) what type of relay you need and what number you are calling. The operator will connect you, and then stay on the line for the entire call.

For text relay, you type your greeting, the operator reads it aloud, and then types the other person's response back to you. For captioned phone, you speak your greeting, and the caption appears on your screen a few seconds later. For speech-to-speech relay, you speak normally and the operator repeats your words.

The other person will hear a brief announcement that the call is being relayed or captioned — this is required by law. Most people understand immediately and continue the conversation normally. You do not have to explain the service each time; the announcement covers it.

Costs and what is covered under Lifeline

Relay and captioned phone services are completely free when you are on Lifeline. You do not pay per call, per minute, or a monthly fee for the relay service itself. Lifeline covers the cost of the operator or captioning service, and the phone line you use to make the call.

If you are not on Lifeline, some states offer relay services for free anyway because they are required by law. However, Lifeline is the program that guarantees free relay service nationwide. If you think you might be low-income, it is worth registering for Lifeline at the same time you register for relay.

Lifeline itself costs nothing — it reduces your monthly phone bill by a set amount (the amount varies by state and provider, but is typically $9 to $15 per month). You can use Lifeline with a landline, cell phone, or internet-based phone service.

Troubleshooting common problems

If you dial 711 and get a message that relay service is not available in your area, you are likely in a state that has not yet implemented the 711 system. This is rare but does happen in a few states. Search "[your state] relay service" directly to find your state's relay provider phone number, which will be different from 711.

If you registered for relay but cannot connect, check that your phone service is active and that you are dialing 711 correctly. Some older phones or certain phone plans may have trouble connecting to 711; if this happens, call your relay provider's main number directly (you can find it on your state's relay website) and they can help you troubleshoot.

If the captioning is delayed or inaccurate, this is usually a temporary network issue. Hang up and try again. If it happens repeatedly, contact your captioned phone provider — they can check whether there is a problem with your account or your phone's connection.

If the operator on a text relay call is typing slowly or making errors, you can ask for a different operator. Operators are trained to be fast and accurate, but if you are having trouble, it is fair to request someone else.

Frequently Asked Questions

Can I use relay service to call 911?

Yes. Dial 711 and tell the operator you need to reach 911. They will connect you immediately. The operator will stay on the line and relay your emergency information to the dispatcher. Always use 711 for relay to 911 — do not dial 911 directly, because the dispatcher may not understand a TTY or captioned call without the relay operator present.

Do I have to tell the person I am calling that I am using relay service?

No. The relay system automatically plays a brief announcement when the call connects, so the other person will know. You do not have to explain it yourself or answer questions about how it works unless you want to. Most people understand immediately and treat it like a regular call.

Can I use relay service on my cell phone?

Yes. You can dial 711 from any phone — landline, cell phone, or internet phone. Many relay providers also have apps you can download to your smartphone, which can be faster than dialing 711 each time. Check your state's relay provider website to see if an app is available.

What if I am deaf-blind and need both relay and braille?

Some relay providers offer specialized services for people who are deaf-blind, including braille output devices and tactile interpreters. Contact your state's relay provider directly to ask what options are available. You may also want to reach out to your state's vocational rehabilitation agency, which can sometimes fund additional adaptive equipment.

Do I lose relay service if I move to a different state?

Your registration transfers, but you will need to update your address and phone number with your new state's relay provider. Call 711 or visit your new state's relay website to update your account. The service itself will not be interrupted, but updating your information ensures you receive any important notices about your account.