If you don’t find the answer to your question below, call Virginia Relay Customer Service, 1-800-552-7917(voice/TTY).
Who is Virginia Relay’s service provider?
Virginia Relay’s telecommunications service provider is AT&T. This means that AT&T processes all Relay calls within Virginia. Calls are routed through the Virginia Relay Call Center in Norton.
Does Virginia Relay cost money to use?
There is no charge to use Virginia Relay within the local calling area, and there are no set-up fees, even for calls made from public and TTY pay phones. Long-distance calls are billed to your provider of choice (if you do not designate a preferred long-distance carrier, we’ll bill your calls through our own long-distance provider at a discounted rate.)
Will my conversations be kept confidential?
Yes! By law, our CAs must maintain absolute confidentiality about all conversations.
Why does Virginia Relay recommend completing a Relay Choice Profile? What if there is more than one Relay user in my household? Do we submit separate profiles for each person?
By completing and submitting a Relay Choice Profile, Virginia Relay users can establish a personal profile that will let the CA automatically know their calling preference, whether TTY, VCO, HCO or Voice. All information you provide in your profile is confidential, and a password is required to access and/or edit your profile. A Relay Choice Profile saves time and speeds up your Relay calls dramatically.
For multiple users calling from the same business or home location, Virginia Relay offers a Multi-User Relay Choice Profile (MURCP).
Click here to complete and submit your profile.
Can I choose a specific carrier for my long-distance Relay calls?
Absolutely! The best way to designate—and update, if necessary—your preferred long-distance carrier is by completing a Relay Choice Profile. For more information, see response to above question or click here. Please note that if you do not designate a preferred carrier, your call will be billed by Virginia Relay’s long-distance provider at a discounted rate.
What is CapTel™? Is it available to Virginia Relay users?
A specialized technology developed by Ultratec®, CapTel allows people who are hard of hearing to read a captioned version of their conversations on the text screen of their phones and listen directly to the voice of the person they are calling at the same time. A limited number of CapTel phones are available through the Virginia Department for the Deaf and Hard of Hearing (VDDHH). Call 1-800-552-7917 (voice/TTY) to request an application.
Are there any features specifically designed for sign language users?
Video Relay Service (VRS), one of our newest features, makes it possible for sign language users to communicate in their native language using a special video device. Click here for details.
What about features for Spanish speakers?
Virginia Relay offers many features for Spanish users, including Spanish-to-English and English-to-Spanish translation and Speech-To-Speech (STS). To access these services, dial 7-1-1 and tell the CA which type of translation you need.
How do I apply for free or reduced-price telecommunications equipment?
Call Virginia Relay Customer Service 1-800-552-7917 (voice/TTY) to request an application or visit www.vddhh.org to learn more.
What if my relay equipment breaks or is stolen or destroyed?
Through VDDHH’s Technology Assistance Loan Program (TAP-LOAN), Relay users can borrow telecommunications equipment for up to 30 days. To learn more, call Virginia Relay Customer Service, 1-800-552-7917 (voice/TTY.)
Is there a place where I can test relay equipment that I am interested in purchasing? What if I am homebound but still want to test relay equipment?
VDDHH’s Assistive Technology Demonstration Centers (several locations across Virginia) give individuals the opportunity to test relay equipment before purchasing. Each Center features knowledgeable staff members who can explain and demonstrate the various types of relay equipment offered.
For those who are homebound, staff members are available to provide in-home equipment demonstrations. To request a home visit, call Virginia Relay Customer Service, 1-800-552-7917(voice/TTY).
I have a three-year-old child who is deaf. Is relay equipment designed for all ages, or do I need to purchase age-specific equipment?
Certain types of relay equipment are designed specifically for children who are deaf, hard of hearing, DeafBlind or speech disabled. To learn more call Virginia Relay Customer Service, 1-800-552-7917(voice/TTY).
What is Virginia Relay Partner?
A free, educational program for the business community, Virginia Relay Partner helps teach businesses how to make and receive Relay calls, thereby reducing or eliminating the hang ups Relay users sometimes experience when conducting business by phone. Any business, large or small, based in Virginia is eligible. After joining, businesses can download an assortment of helpful training and educational materials, including employee and employer guides, a Virginia Relay calling tips poster and more. Click here to learn more.
Can I request a Relay Partner presentation for my business or organization?
Absolutely! Virginia Relay representatives are always available to visit your business and make a free presentation on the benefits of taking and placing Relay calls. To schedule a presentation, call 1-800-552-7917 (voice/TTY).
Does Virginia Relay offer sign language courses?
Sign language courses are offered through several of our outreach providers. For more information, call Virginia Relay Customer Service, at 1-800-552-7917(voice/TTY).
How do I add my name to the Virginia Relay mailing list?
Simply send your name, address, phone number, e-mail address and how you prefer to receive our newsletter (hard copy or PDF) to:
Virginia Relay
VDDHH
Suite 203
1602 Rolling Hills Drive
Richmond, VA 23229-5012
Please indicate in your correspondence that you would like to be added to Virginia Relay’s mailing list.