As the nation pushes toward digital equity, it is helpful to understand how Relay users may be impacted by the transition from analog to digital. As telephone companies update their infrastructure, many are transitioning from copper telephone lines (analog) to fiber (digital). When a telephone line becomes digital, it can affect how analog equipment — such as a TTY, VCO (Voice Carry Over) phone or CapTel® 840 — behaves and connects to Relay.
In some cases, you may not be aware that a change in your telephone network has occurred. If you are experiencing garbling or loss of text on your assistive equipment that results in gaps in your communication, contact your local phone provider to confirm if there has been a network change to your service. A network change may require you to update your Relay equipment to a device that is compatible with a digital line or internet capable. Financial assistance for phone and internet costs are available for eligible households:
• Affordable Care Program (ACP) provides a monthly discount for internet service and equipment for eligible households. Learn more by visiting fcc.gov/acp or calling the ACP Support Center at 877-384-2575.
• Lifeline is a federal program that provides a monthly discount for internet or phone service. Learn more by visiting lifelinesupport.org or calling the Lifeline Support Center at 800-234-9473 (press 1 for English; press 2 for Spanish). If you need assistance navigating this change, contact Customer Care by calling 800-618-4781 or emailing email@example.com.