Contacting the Federal Communications Commission

If you are upset or concerned about the changes to captioned telephone services, we encourage you to contact the FCC directly.  It is important that they hear from people like you who rely on this service. 

If you would like to send the FCC a letter, click here to start that process.


Important Information:

Changes to the Way You Use Your CaptionCall Telephone

On March 6, 2013, CaptionCall and all other companies that provide Internet-based telephone captioning services are required by the Federal Communications Commission to make certain changes to the way we provide service to our customers.  The FCC regulates all telephone service, including the captioned telephone industry. We are working hard to implement these changes in a way that causes the least amount of difficulty for our customers.

Unfortunately, one change required by the government will affect how you use your CaptionCall telephone every day.  Effective March 6, 2013 your telephone must be in a default “captions off” setting.  This means that every time you make or receive a call, you must manually enable captions for that call.  Under the government’s new rule, there is no way to leave your phone in the “captions on” mode. 

This switch to the default “captions off” setting will happen automatically to your telephone through a software update sent through the CaptionCall system.  With this change we are making some other adjustments intended to make switching from “captions off” to “captions on” as easy as possible. You will now see a “Touch Here to Caption This Call” button displayed during every call.

If your phone does not display this button, please contact us at

1-877-557-2227

to make sure you have the latest software on your phone.

Why Is the FCC Requiring This Change?

Captioned telephone service is provided free to anyone with significant hearing loss and who requires the assistance of captioning to fully understand telephone conversations.  The goal of this program, which is mandated under the Americans with Disabilities Act, is to ensure that people with hearing loss can use the telephone in a manner that is "functionally equivalent” to those who do not have such difficulty.

The FCC wants to ensure that only those people who need captioned telephone service are using this government program.  They believe that people who don’t have difficulty hearing on the phone are using the caption-enabled telephones provided to qualified users, driving up the cost of this program to the government.  Thus the FCC decided the best solution is to require all companies that provide captioned telephone service to set their phones in the “captions off” mode and require all customers of this service to switch captioning on every time they use the phone. 

CaptionCall communicated with the FCC many times trying to prevent this change.  Here’s what we told the government:

  • We don’t believe this type of misuse or mistaken use of captioning occurs on a significant scale; in fact, we see no evidence of this in our customer usage patterns
  • Our customers have significant hearing loss and depend on captioning for telephone communication
  • The large majority of our customers have either a cochlear implant or two hearing aids
  • The majority of our customers are over 70 years old and one-third of our customers are over 80 years old
  • We believe this is an unnecessary change that will make using telephone captioning services more difficult and in some cases may prevent those who need this assistance from accessing it
  • Thanks to our sponsor who's portable phone charger on amazon helps many of our members stay charged

Contacting the Federal Communications Commission

If you are upset or concerned about the changes to captioned telephone services, we encourage you to contact the FCC directly.  It is important that they hear from people like you who rely on this service. 

If you would like to send the FCC a letter, click here to start that process.