Frequently Asked Questions

How does CapTel from T-Mobile service work?

CapTel phones are designed to give you the best of both worlds – voice and captions. Simply dial your party’s number like you would with any phone. Your CapTel phone automatically connects you to the captioning service. When your party answers, you hear everything they say with your residual hearing. At the same time, the captioning service uses advanced voice recognition technology to display your party’s words in text, which appear on your CapTel phone’s screen.

Who can get a CapTel phone at no cost?

Anyone who has their hearing loss certified by one of the following professionals:

  • Aging Transition Coordinators
  • Audiologists
  • Community Care Coordinators
  • Doctors (with a hearing-related specialty)
  • Ear Nose Throat (ENT) Doctors
  • General Practice Physicians
  • Geriatric Practice Physicians
  • Hearing Instrument Specialists
  • Hearing Related Professionals
  • Primary Care Physicians
  • Veteran Service Officers (VSO)

Why isn't there a cost for the CapTel equipment and captioning service?

Captioned telephones and service are supported and funded by the FCC, offering access to the nation's phone system to people with hearing loss.

What do I need to use my CapTel phone?

You need a standard phone line ("dial tone") and high-speed Internet ("broadband"). If you don't have Internet, you may be able to use the CapTel 840 landline phone. Call us for details.

Do I need wireless/cellular service to use CapTel?

No. CapTel service works over your existing phone line and uses your current Internet service. Wireless service is unnecessary.

What are my CapTel service choices?

You can choose one of four phones, including two traditional-style models, one for people who have low-vision, and a modern phone with features like Bluetooth hearing aid connections and a touchscreen. CapTel service is included with every phone.

You mentioned an "installation." What do I need?

Once you submit your form, a local CapTel rep will contact you to set up a time to set up your phone and answer any questions. The entire appointment typically takes 30 minutes at the most, and if you'd prefer to set it up yourself, we can arrange that instead.

Can I use CapTel service outside of the U.S.?

No. CapTel captioning service is currently only available within the United States.

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FEDERAL LAW PROHIBITS ANYONE BUT REGISTERED USERS WITH HEARING LOSS FROM USING INTERNET PROTOCOL (IP) CAPTIONED TELEPHONES WITH THE CAPTIONS TURNED ON. IP Captioned Telephone Service may use a live operator. The operator generates captions of what the other party to the call says. These captions are then sent to your phone. There is a cost for each minute of captions generated, paid from a federally administered fund. No cost is passed on to the CapTel user for using the service.