The Center for Customers with Disabilities assists customers who are vision- or hearing-impaired,
have mobility, cognitive or other disabilities. If you are a CenturyLink customer with a disability,
we can design communications solutions for you and determine whether you qualify for service discounts.
We will also help you with service orders, repair services and billing questions.
Telecommunications Relay Service
Dial 7-1-1 or the specific toll free number(s) designated within your state. Telecommunications Relay Service (TRS) is a free service that uses a specially trained communications assistant (CA) to facilitate the telephone conversation between a person who has a hearing loss or a speech disability and the person with which they wish to speak. Calls can be made to anywhere in the world (long distance charges apply), 24 hours a day, 365 days a year. All calls are completely confidential. To make a TRS call, just dial 7-1-1. Once connected to the relay service, tell the CA the type of relay call you wish to make. Or, you may dial the specific toll-free number(s) designated within your state based on the type of relay service. Long distance calls placed for you can be billed to your existing long-distance service calling plan, collect, or with use of a pre-paid calling card, carrier-calling card, or third-party billing.
Types of Relay Services
Computer users can also access relay services. Set your communications software to the following protocols: speeds ranging from 300 to 2400; 8 Bits; No Parity; 1 Stop Bit; Full Duplex. When calling at a rate of 300 or below, follow the above using Half Duplex.
Hearing Carry Over (HCO)
Allows a person who can hear but who has very limited or no speech capability to make and receive phone calls. The HCO user types his/her conversation for the CA to read to the other person, and listens directly to the other personís response. Requires a special telephone.
Allows a Spanish speaking person to use relay services. The CA relays calls between a Spanish-speaking person with a hearing or speech disability and a Spanish-speaking hearing person.
Allows a person who has difficulty speaking or being understood on the phone to communicate using his or her own voice or voice synthesizer. The CA revoices the words of the person with a speech disability so the other person on the call can understand them. No special telephone is required.
A hearing person may use a standard telephone to place a relay call and easily converse with a person who is deaf, hard of hearing, or speech disabled.
Text Telephone (TTY)
Allows a person who is deaf, hard of hearing, or speech disabled to use a TTY to communicate with the other person on the call.
TTY User and Emergency Assistance ("9-1-1")
TTY callers should dial 9-1-1 directly. All 9-1-1 centers are equipped to handle TTY calls. Using
Relay for 9-1-1 may result in a delay to getting your urgent message through.
Allows a VCO user to use one telephone line for speaking directly to the other person, while the second line is used to receive the CAís typed response from the other person. This enhanced feature provides a more natural flow of conversation without the pauses of single-line VCO calls. Additional service and equipment requirements.
Video Relay Service (VRS)
Allows natural telephone communication between Sign Language and standard telephone
users. The service requires high-speed Internet service using DSL, cable modem, or mobile broadband modem.
Voice Carry Over (VCO)
Allows a person who has difficulty hearing on the phone to voice their conversations directly to the other person on the call. The CA then types the other personís response to the VCO user. Requires a special telephone.
Captioned Telephone (CapTel™)
CapTel is an amplified telephone and relay captioning service that allows people who are hard of hearing to see word-for-word captions of their telephone conversation on a bright, easy-to-read display window built into the CapTel phone, while also listening to what is being said using their residual hearing (much like TV captioning). Requires a CapTel phone.
900 Pay-Per-Call Services
Allows a relay user to connect to any pay-per-call service.
TTY callers should dial 9-1-1 directly in emergency. All 9-1-1 centers are equipped to handle TTY calls. The relay service can process emergency calls, but this may delay the response to your call.
Filing a Complaint
To file a relay complaint with the Federal Communications Commission call toll-free at 1-888-225-5322 (voice)/1-888-835-5322 (TTY), or file on line at www.fcc.gov/complaints.