What a Captioned Telephone Does

A captioned telephone is a phone that displays written text of what the other person says on a screen in front of you. You speak normally into the phone. A relay operator listens to the other person's voice, types what they hear in real time, and sends those words to your phone's display. You read the captions and respond by speaking — the operator relays your voice to the other person. The whole conversation happens live, with only a few seconds of delay.

The service is free to you. The relay operator's cost is paid by a federal fund called the Telecommunications Relay Service (TRS), which every phone company contributes to. You do not pay per call, per minute, or for the service itself.

Captioned telephones work over your regular home phone line or over the internet using a device that looks like a small box with a screen. Some models are built into cordless phones. The screen is large enough to read without leaning in, and the text stays visible so you can review what was said.

Key Takeaways

  • Captioned telephones display typed text of what the other person says, letting you read instead of strain to hear.
  • The service is completely free and paid for by a federal relay fund, not by you or the phone company.
  • You can get a captioned phone through your state's relay service or through a provider your state contracts with.
  • Setup takes a few days to a few weeks depending on whether you choose a device that uses your home phone line or the internet.
  • You must have a hearing loss documented by an audiologist or physician to receive a device, but the threshold is low and includes age-related hearing loss.

How to Request a Captioned Telephone Device

Contact your state's Telecommunications Relay Service (TRS) program. Each state runs its own program, and most have a dedicated phone number or website for captioned phone requests. You can find your state's number by calling the national TRS number at 711 and asking for the captioned telephone program, or by searching "[your state] captioned telephone" online.

When you call or visit the website, you will be asked to provide proof of hearing loss. This usually means a letter from an audiologist, a hearing test result, or a statement from your doctor saying you have difficulty hearing. The threshold is not strict — age-related hearing loss that affects your ability to use a regular phone counts. If you have had a hearing test in the past few years, that document is usually enough.

Once your hearing loss is documented, the program will send you a device. Some states mail the device directly to your home. Others work through a local provider or hearing aid center. The device arrives with setup instructions. If you choose an internet-based model, you will need to connect it to your home WiFi or broadband. If you choose a phone-line model, you plug it into your existing phone jack.

Types of Captioned Telephone Devices

Phone-line captioned phones plug into a standard phone jack in your home. They look like a cordless phone with a larger screen. You do not need internet or a computer. When you make a call, the relay operator connects and captions appear on the screen. These devices are reliable and work even if your internet is down. The trade-off is that you can only use them in the room where your phone jack is located, unless you have multiple jacks.

Internet-based captioned phones connect through your home WiFi or broadband. They can be a dedicated device (a small box with a screen) or software on a tablet or computer. Internet-based models give you more flexibility — you can use them in any room with WiFi. They also tend to have larger, brighter screens. The downside is that they depend on your internet connection, and if your WiFi drops, the call may be interrupted.

Some people use both types — a phone-line device at home and an app on a smartphone or tablet when they are out. Your state program may provide one device for free, or it may cover multiple devices depending on your situation and the program's budget.

What Happens During a Captioned Call

You pick up the phone and dial a number as you normally would. The call routes to a relay center. A trained operator answers and tells you they are standing by to caption. You then speak to the other person naturally — you do not need to speak slowly or loudly unless you normally do. The operator listens and types what the other person says. The text appears on your screen, usually within two to three seconds of when it was spoken.

You read the captions and respond by speaking. Your voice goes directly to the other person through the operator. The other person does not hear the operator or know that a relay is happening — they just hear you. If you miss something, you can ask the other person to repeat, and the operator will caption the repeat. The call works just like a regular phone call, except you are reading instead of listening.

Calls can last as long as you need. There is no time limit. You can make as many calls as you want in a day. The relay service is available 24 hours a day, 7 days a week, including holidays.

Hearing Loss Documentation You Will Need

Most state programs require one of the following to prove hearing loss:

  • A letter from an audiologist stating you have a hearing loss that affects phone use.
  • A copy of a recent hearing test (audiogram) from an audiologist or hospital.
  • A statement from your primary care doctor or an ear, nose, and throat (ENT) specialist saying you have hearing loss.
  • A copy of a hearing aid prescription or receipt showing you wear hearing aids.
  • Documentation from a previous application to a state or federal hearing loss program.

If you do not have recent documentation, you can ask your doctor for a letter. Many doctors will write one based on your medical history without requiring a new test. Some state programs will also accept a self-attestation (your own statement) if you cannot obtain a doctor's letter, though this is less common. Call your state's TRS program and ask what they accept — policies vary.

Cost and What Is Covered

The captioned telephone device itself is free. The service is free. There are no monthly fees, no per-call charges, and no hidden costs. The entire program is funded by the federal Telecommunications Relay Service fund.

What is covered: the device, shipping to your home, technical support if the device breaks or stops working, and replacement devices if needed. Some states also cover internet service if you choose an internet-based model and do not already have broadband, though this is less common and depends on your state's program.

What is not covered: a new phone line if you do not have one, or broadband installation if you need it set up for the first time. If you need a phone line or internet connection and cannot afford it, ask the program staff whether they know of other resources in your state that help seniors with those costs.

Timeline From Request to Use

The timeline depends on your state and the type of device you choose. Phone-line devices usually arrive within one to two weeks after your hearing loss is documented. Internet-based devices may take slightly longer if the program needs to verify your broadband connection or set up an account with an internet provider.

Once the device arrives, setup typically takes 15 to 30 minutes. If you choose a phone-line model, you plug it in and make a test call. If you choose an internet model, you connect to WiFi and may need to create a login. Most programs include a setup call with a technician who walks you through it over the phone.

If you run into problems during setup, call your state's TRS program. They have technical support staff who can troubleshoot by phone. You do not need to mail the device back or visit an office.

Frequently Asked Questions

Do I need to tell the other person I am using a captioned phone?

No. The other person hears only your voice. They do not hear the relay operator or know that captions are being generated. You can tell them if you want to, but you do not have to. Some people prefer to mention it at the start of a call so the other person knows there may be a slight delay.

What if I want to use my captioned phone to call a business or government office?

You can call anyone — businesses, government offices, doctors, banks, family, friends. The relay operator will caption what they say. If the business or office is not used to relay calls, the operator will explain the service at the start. Most businesses and government offices are familiar with relay and have no problem with it.

Can I use a captioned phone if I wear hearing aids?

Yes. Many people who wear hearing aids still use captioned phones because they find reading easier than listening, especially for important calls or when the connection is poor. Wearing hearing aids does not disqualify you.

What happens if my internet goes out or my phone line stops working?

If you have an internet-based device and your WiFi drops, the call will be interrupted. If you have a phone-line device and your phone line goes down, you cannot use the captioned phone. In either case, contact your state's TRS program. They can send you a replacement device or troubleshoot the problem. If the issue is with your internet or phone service (not the relay device), you will need to contact your internet or phone provider.

Can I take a captioned phone with me when I move to another state?

If you move, contact your new state's TRS program. Some states will let you keep the device and transfer your service. Others require you to return the old device and request a new one from the new state's program. The process usually takes a week or two. Call ahead before you move so there is no gap in service.