Frequently Asked Questions

Q: What is the Relay Service?
A: The Relay Service is the communication link that connects people who use specialized telephones to people who use standard telephones.
Q: Who can use Florida Relay?
A: Florida Relay is a free public service that provides a communication link between standard telephone (voice) users and persons who are Deaf, Deaf/Blind, Hard of Hearing and Speech-Disabled using text telephones (TTYs) captioned telephone (CapTel), or personal computers.
Q: How do I contact Florida Relay?
A:Just dial 7-1-1 to reach a Relay Operator. The free 7-1-1 access number is available anywhere, anytime. Visit our main page for more information for more information on toll free access numbers at www.ftri.org/floridarelay.
Q: When dialing 7-1-1, I am unable to make a relay call. Why?
A:If you have problems with 7-1-1 when calling through your switchboard (usually a PBX telephone system), you will need to contact your PBX administrate to have the system reconfigured to allow you to reach 7-1-1. PBX telephone systems are usually at hotels, businesses, agencies, and offices that have extension numbers. A way around this issue would be to utilize the toll free number.

You may hear a series of strange noises that sound like a fax machine when calling from a PBX phone system. If this is the case, simply be patient and after approximately 30 seconds a live Relay operator will pick up the line to assist you.
Q: How would I know if my business is receiving a Relay call?
A: When a person is receiving a relay call, the phone rings as is standard. When you answer, you will hear an Operator state “Florida Relay Operator 1234, have you ever received a Relay call before?” At this point, it is important to remember to stay on the line and do not hang up. If you inform the Operator that you have never received a Relay call before, they will quickly explain the process and then begin your call.
Q: Can I call someone who uses a TTY/TDD (text telephone or telecommunication device for the deaf) if I do not have one?
A: Yes! You can call Florida Relay by dialing 7-1-1 and providing the Relay operator with he phone number (including area code) of the person you are calling. The Operator will place your call to that person and type your spoken words to the TY user; then the Operator will voice the typed words from the other party to you until the conversation has ended.
Q: What is the customer database profile and how is it used?
A: This is a form that is filled out by a Relay user and submitted to Relay Customer Service. This form allows individuals to create calling preferences that will then be automatically displayed on the Operator?s screen when placing a call. This will save time when making calls, as well as make the call smoother and easier. You can find the Customer Profile here. You also may call customer service for support at the following numbers: 800-682-8786 (TTY), 800-682-8706 (Voice), 800-855-2886 (Spanish).
Q: If I have caller ID on my phone, and call another party through Florida Relay, which number will appear?
A: If the person you are calling using Florida Relay has caller ID, then your phone number will appear on their caller ID.
Q: What happens if I have problems making a Relay call?
A: You can connect to Customer Service at the following numbers:

English Florida Relay Customer Service:
1-800-676-3777 (TTY/ASCII)
1-800-676-3777 (Voice)
877-877-3291 (Fax)
Sprint.TRSCustServ@sprint.com (Email)

Spanish Florida Customer Service:
1-800-855-2886 (TTY/Voice)

Speech to Speech Customer Service:
877-787-1989

  A customer service representative will be happy to assist you with any problems or questions you may have. In fact they are available 24 hours a day, 7 days a week, 365 days a year!