In this post, I explain 6 free internet-based telephone relay services (TRS). You can use these services if you have trouble hearing on a standard phone. Last week, I wrote about traditional relay services, which work with a landline.
In order to use internet-based TRS, you need a high-speed internet connection (not dial-up). You can access these services through a special telephone, a desktop computer, a laptop, or a mobile device (a cell phone, tablet, etc).
Captioned telephone (CapTel) is the only service below that requires special equipment beyond a computer or mobile device. You may qualify for a free or discounted CapTel telephone from your state program.
Free DIRECT download: 6 internet-based telephone relay services (patient handout). (Email subscribers get free access to all the resources in the Free Subscription Library.)
In this post, I talk about:
- Federal Communications Commission (FCC) rules for TRS.
- 6 internet-based telephone relay service (TRS) options.
- Internet-based communication beyond TRS
Federal Communications Commission (FCC) rules for TRS
The FCC oversees the TRS program, which is free to users and callers. The FCC reimburses the telecommunication companies that offer the service.
Telecommunications companies must offer Spanish-to-Spanish relay for interstate calls. Although they aren’t required to offer Spanish language relay services for within-state calls, many do. In addition, some states offer translation between Spanish and English. A few states also offer relay services in other languages.
In order to use TRS, the FCC requires that you register with the following information:
- name
- address
- date of birth
- last 4 digits of your social security number.
The FCC requires registration to ensure that services are not misused by people who do not have a hearing loss. In addition, if you place a 9-1-1 call, your address may be provided to the emergency call center.
Currently, a live operator (a “communications assistant” or CA) uses voice recognition software to provide the captioning. The CA repeats what the other person on the call says, and the voice recognition software translates speech into text which is displayed on your device.
On June 8, 2018, the FCC approved the use of fully-automated speech recognition for captioning. Telecommunications companies must be approved before they can use this technology.
The FCC requires that service providers ensure confidentiality. Although the telecommunications companies don’t keep records of the content of your call, you do have the option of keeping the transcripts of your calls in some cases.
6 internet-based telephone relay service (TRS) options
Captioned Telephone (CapTel)
You talk on a CapTel just like a regular telephone, but you can also read captions of what the other person is saying on the attached screen. This is similar to how movies or TV can show captions on the screen.
Here is a video showing how it works.
Many states offer free or discounted CapTel telephones. The federal government offers CapTel to active employees.
CapTel currently offers 3 telephone models that use high-speed internet (WiFi or ethernet cable) plus telephone service (traditional analog, digital cable, DSL, VoIP, or FIOS).
- CapTel 840i – traditional telephone style with a large screen
- CapTel 880i – larger display for low vision
- CapTel 2400i – touch-screen display
If you use CapTel with a single telephone line, any call you make will display captions. In order for captions to appear on calls you answer, your caller first dials the captioning service number to be connected to you.
If you use 2-line CapTel, your caller calls you directly and the captions are displayed.
Other people may use your CapTel telephone to make and receive calls, as long as the captions are turned off.
Mobile CapTel
The free Hamilton CapTel app offers captioning on your smartphone or tablet. You can make or take calls through the app. Depending on your wireless service plan, you may have charges for voice or data usage.
Apps are available for Android smartphones and tablets, as well as iPhone and iPad.
When you register for captioning service, you’ll receive a Hamilton CapTel Call Me #. This is your personal telephone number that people have to call in order for the captioning service to work. Using this number, you can make or take calls from your PC/Mac, smartphone, or tablet.
WebCapTel
You need two devices to use WebCapTel, a free web-based captioning service. You use any telephone (traditional or mobile phone) to have a conversation, while reading real-time captioning of what the other person on the call is saying. The captions appear via a web browser on your computer or mobile device.
Here’s an example of a teenager with hearing loss asking someone out to prom.
There are currently two service providers: Hamilton Web CapTel and Sprint WebCapTel.
Both service providers offer captioning in English 24 hours a day, 7 days a week and captioning in Spanish from 7 am to 11 pm Central Time, 7 days a week. Calls can only be made within the United States and its territories.
IP (internet protocol) relay
Use your computer, smartphone, tablet or other mobile device with an internet connection to communicate via IP relay. IP relay is a free service available to anyone in the United States or its territories who has difficulty using standard telephone equipment due to impaired speech or impaired hearing.
The FCC posts a list of current IP telephone relay service providers, including IP relay, IP captioned telephone, and Video Relay Service (for American Sign Language). IP relay is currently offered by:
Once you register for the service, you’ll receive a telephone number which you can share with anyone that may call you. You type your end of the conversation, and a CA reads it to the other person on the call. The other person speaks normally, and the relay operator types what they say for you to read.
Voice carry over (VCO) is possible with Sprint IP Relay, with a 2nd line. Sprint IP Relay with 2-line voice carry over allows you to hear what your caller is saying while also reading the captioning.
Federal IP relay is for actively-working federal employees who have difficulty using a standard telephone. You can also sign up for Federal IP Relay if you are a member of the general public for the purpose of communicating with a federal agency.
I wrote more about Sprint IP relay a few weeks ago, and shared an introductory video. Below is a video showing how to make a call, and how to take advantage of additional features on a smartphone.
Teleconference captioning
Sprint Teleconference Captioning allows you to participate in a telephone meeting or conference call, if you have a hearing or speech impairment. There may be a charge for the service, which can be used anywhere in the world.
A CA transcribes what other people say on the call for you to read. You have the option of hearing the audio as well. You also have the choice of speaking or typing your contributions to the conversation.
Sprint’s website lists 11 states that provide this service, which is called “State Relay Conference Captioning” or RCC. If you are a federal employee, you also have access to Federal RCC.
Here is a video demonstrating Hawaii’s RCC service.
Video relay service (VRS)
If you communicate using American Sign Language, you can use video relay service (VRS) to communicate with someone who speaks English or Spanish. You use a videophone, computer with a video camera, or a mobile device with high-speed internet to connect to the service.
A CA who is a qualified sign language interpreter voices your message to the other person on the call and signs their response to you.
Here is an example of a VRS call between someone who uses sign language and his Spanish-speaking aunt. This video is subtitled in English.
Internet-based communication beyond TRS
The internet offers many other ways to communicate. For instance, you could use text-based communication such as instant messaging, a chat room, or email.
Or you could use an audio or video service, such as Facebook Messenger, WhatsApp, or Skype. Being able to see the person you are talking to can often really improve how much you understand. Next week, I’ll discuss ways that you can use these three tools if you have a speech or hearing impairment.
Please share
Please share this information with people who may benefit. If you have updated information or any tips to share, please leave a comment below.
Lisa earned her M.A. in Speech-Language Pathology from the University of Maryland, College Park and her M.A. in Linguistics from the University of California, San Diego.
She participated in research studies with the National Institute on Deafness and other Communication Disorders (NIDCD) and the University of Maryland in the areas of aphasia, Parkinson’s Disease, epilepsy, and fluency disorders.
Lisa has been working as a medical speech-language pathologist since 2008. She has a strong passion for evidence-based assessment and therapy, having earned five ASHA Awards for Professional Participation in Continuing Education.
She launched EatSpeakThink.com in June 2018 to help other clinicians be more successful working in home health, as well as to provide strategies and resources to people living with problems eating, speaking, or thinking.
Are ip relay services free or do you have to pay and do you use your internet provider or a some other one
Great questions, Darlene! Yes, IP relay services are free. But you’re making phone calls, so if you pay for your phone calls, you’ll pay for these calls as well.
I’ll summarize some information from above:
CapTel is the only one that requires special equipment which could cost money. (Some people qualify for free or discounted equipment).
The Hamilton CapTel app itself is free (Apple and Android). You’ll pay for the phone calls in the same way you pay for any other phone call. If you have unlimited calling, then no charge.
WebCapTel uses a web browser on one device PLUS you use your phone (any kind of phone). There’s no charge for the captioning. It’s offered by 2 service providers: Hamilton Web CapTel and Sprint WebCapTel.
IP relay is free and is provided by Federal IP Relay or Sprint IP Relay.
I hope that’s helpful! You’ll find links to everything mention in the post above.
I have recently received a Caption call phone 2/15/2022 it uses internet and landline service BUT MY BILL IS SKY HI I CAN NOT AFFORD THE SERVICE MONTHLY CHARGE IS THERE SERVICES FOR THE DEAF. THAT IS NOT SO EXPENSIVE CURRENT PROVIDERS (AT& T)
Hi Nona,
Thanks for your comment and question. Have you checked out this free option?
https://www.nocostcaptel.com/
“CapTel is available at no cost to people who can’t hear over the phone with a signed certification from a professional qualified to evaluate hearing loss, such as your audiologist or doctor. CapTel service is provided through a federally-funded program designed specifically to assist people with hearing loss use the phone. No monthly fees, no changes to your telephone bill.”
Here are iPhone and Android apps for transcribing speech. At least some of them transcribe phone calls as well. https://www.healthyhearing.com/report/47850-The-best-phone-captioning-apps-for-the-hearing-impaired
Hello Lisa: I am a speech-language pathologist who works with people who have ALS. I had a patient ask me about the best way to communication w/ family/friends over land line. They have a severe dysarthria at this point and use a cell phone. What suggestions would you recommend for this patient?
Thank you so much.
Hi, thanks so much for sharing your question. I’ll share my ideas, and maybe other readers will also share theirs.
My first question is “Does this person’s family/friends understand this person when they’re in the same room?”
If so, I’d suggest trying video calls, as maybe the added visuals will help.
Another idea is to have pen and paper handy, if they can write. Maybe they can write the topic of the conversation or the first letter of the word that is not understood (and repeat saying the word) and hold it up to the camera. If the person on the other side can see this, then maybe this is enough for them to understand the message.
If friends and family can’t understand them in face-to-face conversation, then you’re probably obtaining a high-tech AAC communication device for them. Once they have that, they can prepare their most important messages ahead of time and call the person on a regular phone (or perhaps through the device), and they can have the machine share their messages.
Until they have their own device, they could try speech-to-speech relay or TTY (if they can type) if they’re in the US. Other areas may offer similar services.
I hope that’s helpful!
hi, this is excellent information but of the 6 TRS options listed, none will help me.
my situation is:
US citizen, profoundly hard-of-hearing with hearing aids but still can not understand well enough to have a phone conversation. i live full time in Thailand with high-speed internet and am connected with a Windows PC ( full internet capability) and an android phone, data only plan. i have a Paypal account created while i was in the US… at one time i set it up with an authentication app. then later deleted that app and my account with the app. not realizing i had not cleared the requirement in the Paypal account to use the app to be able to log on. since the account was created in the US, after hours of trying to find a work-around, now my only recourse is to contact Paypal support in the US via a phone call, or use an IP Relay service. so, i’m stuck. 🙂
Wow, that is a tough situation. I’m sure you’ve already thought of everything to try. The only other thing I can think of is if you have a hearing friend or relative who could call PayPal on your behalf, since Thailand doesn’t have a relay service. Maybe someone else reading this could think of another suggestion.
Okay, so, after writing out a whole letter.. I realized that I would need more information about why you need to contact them to be able to really try to help, since I’m not sure if you have access to your email/mobile number used to sign up, or an app or web browser that’s already logged in, or you’re completely locked out, without access to those, and trying to contact costumer support to get into your account.
It’s possible that you could call via Alexa, if you have an Echo Show. I have an 8, with on screen captioning turned on. I believe if you use that to call, everything the caller says would be on screen to read. It seems at least semi accurate, from the little I’ve seen (I don’t do voice phone calls much, so I can’t confirm if it works for that.) My issues are verbal and with understanding and responding to verbal communication, so I’m not much help with that part. Could you use Bixby calling? If you set up the greeting to explain that you can’t communicate on calls, you could possibly combine that with a VOIP or Skype/Google Voice/etc set as default for calls. I’ve probably gone way too in depth trying to help a stranger who may not even need the help still lol but I hope it was at least helpful.