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FOCUS Broadband Welcome Kit
We’ve put together this guide to help provide you with more information on your services as well as some helpful tips on how to ensure you get the best experience possible from FOCUS Broadband.
FOCUS Broadband Welcome Kit
Annoyance Calls
How to Handle Annoyance Calls
Neighbor Spoofing, Robo-Dialed & Telemarketer Calls
The FCC is warning consumers about "neighbor spoofing" scams where thieves may manipulate caller ID information in ways that make calls appear to have been placed locally. While a call might originate overseas, the caller ID information on the recipient's phone would appear as though the call is coming from the consumer's own area code and local exchange. Scammers use spoofing to increase the likelihood that consumers pick up the phone and to increase the consumer's trust in the call. See below for some tips on protecting yourself against spam calls.
- Be Aware: Caller ID showing a "local" number no longer means it is necessarily a local caller.
- Don't answer calls from unknown numbers.
- Don't provide any personal information to callers.
- Review call blocking tools on our website or from 3rd party app developers.
- File a complaint with the FCC.
What FOCUS Broadband is doing to Help
FOCUS Broadband has made changes to help you avoid nuisance calls on your FOCUS Broadband telephone line. If you have caller ID you will see additional information on incoming calls that might affect whether or not you choose to answer the call or ignore it. Each incoming call will be pre-screened for authenticity. Calls that are verifiable will display the calling party’s name and number and should be safe to answer. Calls that are from verifiable phone numbers but are likely part of a robocall list will display the word “ROBO” beside the name of the calling party. This could include automated calls from pharmacies, schools and churches.
For calls where the calling party can’t be identified, the caller ID will display the word “SPAM.” And finally, for calls where it is most likely the number is being ‘spoofed’ or faked, the caller ID will display “FRAUDULENT CALL.” In this instance these calls should be avoided. Of course, with any technology, this solution may not be accurate 100% of the time.
If you receive a call from someone you know that is incorrectly displayed, please contact FOCUS Broadband at 888-367-2862.
Unwanted Telemarketing Calls – Do Not Call Registry
In an effort to reduce the number of unwanted telemarketing calls, the FCC has provided telephone subscribers the opportunity to register their residential telephone numbers, including wireless numbers, for inclusion in the national Do Not Call (DNC) registry administered by the FTC. You may register, or revoke registration of, your number without charge by calling the FTCs toll free number, 1-888-382-1222 or TYY 1-866-290-4236, from the telephone number you are registering or revoking, or via online by visiting the FTCs website located at www.donotcall.gov. The FCC/FTC rules contain an established business relationship exception that permits a company that has such a relationship with you, like FOCUS Broadband, to call you even if your number is on this national DNC list. For more information, see https://www.fcc.gov/consumers/guides/stop-unwanted-robocalls-and-texts and https://www.donotcall.gov/.
Telemarketer Call Screening
Telemarketer Call Screening is an optional call feature designed to prevent calls from live telemarketers as well as ALL robo-dialed or automated calls. When the feature is turned on, all incoming calls initiate the recorded announcement: "This number does not accept telemarketer calls. If you are a telemarketer, put this number on your DO NOT CALL list. If you ARE NOT a telemarketer, press 1." When the caller presses '1', the call is released to ring through on your line, and that number is automatically added to your ALLOW list.
- If the caller is a live telemarketer, he is expected to follow the announcement instructions to add your phone number to their DO NOT CALL list, and not press '1'.
- Robo-dialed or automated calls do not have a live person present to press '1', so those calls WILL NOT ring through on your line.
IMPORTANT NOTE: While this feature prevents unwanted robo-dialed or automated calls such as from telemarketers and political parties, IT WILL ALSO prevent robo-dialed or automated calls communicating wanted messages, such as school closings, doctor appointment reminders, etc. To make sure you get these important calls, you may contact these entities and change your contact number to your cell number. Or, you can add the phone number they use for automated messaging to your ALLOW list.
Subscribe to this feature by calling FOCUS Broadband Customer Service at 910-754-4311.
| Feature User Codes: | |
| *20 | Access the main menu |
| 0 | Add the last caller to your blocked list |
| 1 | Add a number to your blocked list |
| 2 | Remove a number from your blocked list |
| 3 | Remove all numbers from your blocked list |
| 4 | Add a number to your allowed list |
| 6 | Turn ON service |
| 7 | Turn OFF service |
| 8 | Block private callers |
| 9 | Allow private callers |
| Star (*) | Repeat the menu |
Receiving harassing, obscene, threatening, computer, or fax machine calls
We recommend that you consider subscribing to one the optional features below to address your situation. These features can be added to your phone line by calling FOCUS Broadband Customer Service at 910-754-4311.
Selective Call Rejection
Use Selective Call Rejection to create a list of up to 30 telephone numbers you want to block. Calls from these numbers never reach you; instead, the calling party hears a pre-recorded message telling them that you are not receiving calls at this time. Subscribe to this feature by calling FOCUS Broadband Customer Service at 910-754-4311. To Use Selective Call Rejection:
- To turn On or Off: Press *60 and listen for instructions.
- If you know the number that has called you: Hang up. Lift the receiver and listen for the dial tone. Press *60 and follow the instructions on how to add the number to your list.
- If you DO NOT know the number that has called you: Hang up. Lift the receiver and listen for the dial tone. Press *60 and listen for instructions. Press # 01 #. This will capture the number of the last party that has called and add it to your list.
Call Trace
Use Call Trace if you are receiving threatening calls and you have asked law enforcement to become involved. Call Trace allows you to automatically request a trace of an obscene, threatening or harassing call. After receiving such a call, you simply dial a special code to have the calling party’s phone number printed at FOCUS Broadband. Subscribe to this feature by calling FOCUS Broadband Customer Service at 910-754-4311.
To Use Call Trace:- Hang up after receiving the threatening call.
- Lift the receiver and listen for dial tone.
- Press *57. A recording will tell you if the call was successfully traced or not. If it is successful, call FOCUS Broadband at 910-755-1896 and leave your name, phone number, and the date and time of the call traced.
An authorized FOCUS Broadband representative will pull the information and start a file. Calls that are successfully traced will be added to your file. You must contact us after each successfully traced call. You will be notified when three or more calls have been traced back to the same telephone number. FOCUS Broadband does not take deterrent action on your behalf. However, we will release your trace information to law enforcement agencies for further investigation.
Wiretap and Listening Device
If you hear a short “beep” tone on your telephone line about every 15 seconds, it could mean that the person you are talking to is recording your conversation. If you suspect an illegal wiretap or listening device on your telephone, report this to our repair department by
calling 833-663-1241.
900 Services: What You Should Know:
A 900 call is a purchase. The vendor does not require your credit card number or name and address. The charges are billed through the long-distance carriers, with the local telephone company acting merely as the collector.
FOCUS Broadband provides members the option to BLOCK all 1 + 900 calls at NO CHARGE!! This could prevent possible unexpected and unpleasant surprises when your telephone bill arrives. You can always have 1 + 900 blocking removed by calling the business office if you decide later to use the service.
Here are some ways to protect yourself:- Explain to all family members, especially children, the potential cost and consequences of initiating 900 calls.
- Read (or listen for) the fine print. Per-call-charges could be as high as $50 per minute.
- Never call a 900 number unless you know the price of the call, including the cost per minute and the maximum number of minutes the call may last.
- Beware of requests to verify your credit card number.
For more information on Federal Communications Commission (FCC) regulations, refer to www.FCC.gov.
Battery Backup
Instructions to Battery Backup Replacement
Telephone service provided via the cable system using a cable modem or via the fiber optic network using an Optical Network Terminal (ONT) rely on electricity to work properly. These units are equipped with a battery to provide backup power for a limited time should there be a power outage. To ensure continued access to telephone service in the event of a power outage, we recommend that you check your battery on a regular basis. Instructions for testing and replacing backup batteries may be found by visiting one of the links provided below.
Cable modem customers may purchase a backup battery from any FOCUS Broadband retail location and perform a self-install. Backup batteries for Fiber ONTs must be replaced by an FOCUS Broadband technician. To schedule a professional installation for your backup battery or for additional information about testing and replacing your backup battery, please contact us at 910-754-4311.
Forms & Releases
Letter of Agency
Switching to FOCUS Broadband Long Distance is quick and easy. FOCUS Broadband Long Distance service requires a signed authorization form called a Letter of Agency. To ensure a smooth transition to FOCUS Broadband Long Distance, print the Letter of Agency from the link below, sign and mail or fax it to our Business office.
Mail forms to:
FOCUS Broadband
Attn: Long Distance
PO Box 3198
Shallotte, North Carolina 28459
Or Fax:
PIC Freeze
Long Distance Carrier Freeze
Sometimes customers have their long distance carrier changed without their consent. In order to better serve you and keep you from getting your carrier changed without authorization, we provide a PIC (Primary Interchange Carrier) freeze service free of charge for our customers. Fill out the PIC Freeze Authorization Form and mail or fax it to FOCUS Broadband to prevent a change in your long distance carrier without your consent.
Once the PIC freeze is in place, the freeze can only be lifted by your written authorization. The authorization required for the lifting of the PIC freeze is in addition to the regular verification process required to change to a different telephone service. The written authorization must be signed and state your intent to lift a PIC freeze. It should also include your billing name and address and each telephone number to be affected.
Mail forms to:
FOCUS Broadband
Attn: Long Distance
PO Box 3198
Shallotte, North Carolina 28459
Or Fax:
Calling Plans & Calling Features
Calling Features
Support for Calling Features
Calling Features offered by FOCUS Broadband allow subscribers to save time and have greater control of their home phone. All Calling Features work on calls made within the FOCUS Broadband service area and most calls made outside the FOCUS Broadband service area.
- If you attempt to use one of your Calling Features while dialing from a number outside the FOCUS Broadband area that is not part of the larger calling feature network, you will hear an announcement telling you that the service cannot be used with that particular number.
- For many Calling Features, voice instructions will guide you through the various procedures and simplify their operation.
- There may be subtle differences in the way some Calling Features operate, depending upon your service area.
- Call Forwarding, Call Return, Repeat Dialing, and Three-Way Calling may be accessed on a Pay-Per-Use basis for $1.25 per activation.
- Download the Calling Features Instructions
Anonymous Call Rejection
Refuses calls from partys who have blocked their number from being displayed on Caller ID. These partys will hear an announcement that you do not accept anonymous calls and they should remove blocking of their name and number and call back. All other calls will ring through as usual.
How To Use:
To "turn on" the service: Press *77. Listen for a confirmation tone or announcement. To "turn off" the service: Press *87, then listen for announcement.
Call Forwarding
Transfer all your calls to another phone number
How To Use:
Dial *72, then dial the phone number to which you want your incoming calls transferred - you will then hear two beeps. To cancel Call Forwarding: Dial *73, wait for two beeps. (Include 1+ the area code if you forward your call to a long distance number).
Notes:
While Call Forwarding is active you can still make outgoing calls from your telephone, but you will not be able to answer incoming calls. You will hear one short ring at your telephone when calls are received. Long distance charges may apply for calls forwarded from your telephone to a number outside of your calling plan. Call Forwarding will continue until you cancel it from your telephone.
Call Return
Automatically return the call of the last party who called or attempted to call you.
How To Use:
Press *69. Listen for an announcement that will tell you the phone number of the party who last called you. If you wish to return the call, Press 1. If the line is busy, you will hear an announcement telling you the number is busy. Hang up. You will hear a special ring when the line is free. Your call will automatically be made when you lift the handset. (The busy line will be dialed for the next half hour).
To Cancel Call Return:
Press *89 and listen for announcement.
Notes:
- There is no time limit for returning a missed call. However, you will only be able to return the last incoming call you received.
- If the number you are trying to reach is outside of the FOCUS Broadband service area, you will hear a recording advising you that the call cannot be made.
- After a call during which you heard a Call Waiting tone, you can use Call Return to return a call to the Call Waiting number.
- If someone calls you from a private or blocked number, the announcement will not tell you the number calling, but will dial the number back.
Call Waiting
Allows you to answer a second call while you are on the phone with another.
How To Use:
If you want to end the first call and begin the second, just hang up and your telephone will immediately ring the second call. If you want to answer the second call without ending the first, press and release the receiver quickly for your first call to be placed on hold.
Cancel Call Waiting
Allows you to temporarily cancel Call Waiting when you’d rather not have the call you are about to make interrupted.
How To Use:
Lift the receiver and listen for dial tone, then dial *70 followed by the number you wish to call. Call Waiting is automatically reactivated when you hang up.
Notes:
You cannot cancel Call Waiting while a call is in progress unless you have Three-Way Calling.
Call Waiting ID
Allows you to see the calling name and number of an incoming call when you are already on the line. It works just like Call Waiting, except when you hear the Call Waiting tone you will be able to see the Caller ID information on the incoming call.
How To Use:
Requires Call Waiting service and a Call Waiting ID compatible phone.
Caller ID
Displays an incoming caller’s name and phone number.
How To Use:
No activation is required.
Per-Call Blocking
Use on the calls of your choice. Prevents the display of your name and phone number when you make a call from your line or a call from your line to another land line. With this blocking arrangement, simply dial *67 before placing each call to automatically block your name and number from being seen.
How To Use:
Dial *67 before placing each call to automatically block your name and number from being seen.
Per-Line Blocking
This feature is available UPON REQUEST. Automatically prevents the display of your name and phone number for all calls you make from your line to all other land lines.
How To Use:
When added to your line this feature does not require any further activation. You have the option of allowing your name and number to be displayed on chosen calls by pressing *82 before placing a call.
Repeat Dialing
Allows you to continuously attempt to redial a busy number that you tried to call.
How To Use:
Hang up, then lift the receiver and listen for dial tone. Press *66. If the line is busy listen for an announcement telling you the number is busy. Hang up. You will hear a special ring when the line is free. (The busy line will be dialed for the next half hour).
To cancel Repeat Dialing:
Press *86 and listen for announcement.
Notes:
- While Repeat Dialing is activated, you may still make and receive other calls.
- Repeat Dialing will continuously attempt to call back a busy number for 30 minutes. After 30 minutes, your request will be cancelled.
- You can use Repeat Dialing for more than one busy number at a time. You will hear a special ring when one of these numbers becomes idle; however, you will not be able to tell which of the numbers it is.
- If the number you’re trying to reach is outside the area served by Repeat Dialing, you will hear a recording advising you that the call cannot be made.
Selective Call Acceptance
Create a list of phone numbers from which you ARE WILLING to accept calls. Calls from phone numbers that are NOT on your acceptance list are sent to an announcement that informs the caller that you are not receiving calls at this time.
How To Use:
Press *64. Listen to the voice instructions which will guide you through the steps of how to: turn Selective Call Acceptance on or off and make changes and add numbers to your Selective Call Acceptance list. (Reference: Managing Your Call List, below)
Selective Call Forwarding
Allows you to create a list of phone numbers that are to be forwarded when they call you.
How To Use:
Press *63. Voice instructions will instruct you on how to turn Selective Call Forwarding on or off and make changes and add numbers to your Selective Call Forwarding list. Voice instructions will also guide you through the steps of how to enter, confirm or change the number to which your calls will be forwarded. (Reference: Managing Your Call List, below)
Selective Call Rejection
Create a list of phone numbers from which you do not wish to receive calls. Callers from phone numbers on your list receive an announcement that you are not receiving calls at this time.
How To Use:
Press *60. Voice instructions will instruct you on how to Turn Selective Call Rejection on or off and make changes and add numbers to your Selective Call Rejection list. After receiving an annoying call, you may wish to prevent that person from calling you in the future. Selective Call Rejection’s voice instructions will explain how to add the number of the last caller to your list (even if you do not know the party's number). Hang up, then lift the receiver and listen for the dial tone. Press *60 and listen for instructions. Press # 01 #. (Reference: Managing Your Call List, below)
Speed Dial 8
Allows you to dial up to 8 phone numbers of your choice by using a one digit code that you have assigned to each selected phone number.
How To Use:
To set up Speed Dial 8: Select a 1-digit code (between 2 and 9). Press *74 and enter the code you selected and the complete telephone number it will represent. Two beeps will confirm your entry. Include 1+area code if a long distance number. To use Speed Dial 8: Press the 1-digit code and the # button.
Three-Way Calling
Add a third party to your conversation.
How To Use:
To set up a three-way call: First, hold your existing call by depressing the switch quickly. Listen for several short tones followed by a dial tone. Dial the phone number of the second party. Depress receiver button again quickly to connect all three parties.
To end three-way call: When you hang up, both parties are automatically disconnected. If either the second or third party wishes to drop off of the call, they just need to hang up. Now you can continue talking to the remaining party.
Managing Your Call List
Use this quick reference guide to manage the calling lists you have created for your selective call features.
How To Use:
Press the following button if you want to:
0 - Repeat the instructions
1 - Review the numbers on your calling list
3 - Turn feature on or off
# - Add a number to your calling list
* - Delete a number from your calling list (You must enter the area code before the number, then press the ”*” key)
08 - Delete all numbers from your calling list
Voicemail Instructions
Setting Up Your New Mailbox:
From Your Own Phone:
Dial *99 or
(910) 755-3804
. You will be asked to enter your pin. Enter the default pin of four zeros (0000) followed by #. A voice prompt will talk you through establishing a new pin and assigning a name and greeting to your voice mailbox.
From Another Phone:
Dial
(910) 755-3804
. Enter your 10 digit area code and phone number followed by #. You will be asked to enter your pin. Enter the default pin of four zeros (0000) followed by #. A voice prompt will talk you through establishing a new pin and assigning a name and greeting to your voice mailbox.
Accessing Your Voicemail:
From Your Own Phone:
- Dial *99 or (910) 755-3804 .
- You will be asked to enter your pin followed by #.
- If you have new messages, the messages will be identified.
- You will be presented with the Voicemail Main Menu.
From Another Phone:
- Dial (910) 755-3804 .
- Enter your 10 digit area code and phone number followed by a #.
- You will be asked to enter your pin followed by #.
- If you have new messages, the messages will be identified.
- You will be presented with the Voicemail Main Menu.
Voicemail Main Menu:
| Play Inbox Messages | 1 |
| Send Messages | 2 |
| Work With Greetings | 3 |
| Mailbox Settings | 4 |
| Access Deleted Messages | 6 |
| Log On as a Different User | 7 |
| Help | 0 |
| Exit Voicemail System | * |
Message Playback Options:
| Skip Messages | 9 |
| Reply to Messages | 4 |
| Delete | 3 |
| Mark as New | 2 |
| Forward Message | 5 |
| Repeat Message | 1 |
| Pause/Resume | 8 |
| Back to Menu | * |
| Next Message | # |
Forwarding a Message:
While listening to a message, you can send a copy of the message to another recipient.- To forward the current message, press 5.
- Enter an extension number or Distribution Group Number. Repeat this step until you’ve entered all the desired destinations.
- Press # when finished entering destinations.
- You will be prompted to record an introduction.
- After the tone, record your introductory message and press # when finished.
- Press # to send.
- Press 1 for delivery options.
Delivery Options Menu:
| Review the message | 1 |
| Mark message as urgent | 2 |
| Mark message as private | 3 |
| Re-record your message | 4 |
| Request a delivery report | 5 |
| Request a read report | 6 |
| Add or remove recipients | 7 |
| Schedule the message to be delivered in the future | 9 |
| Send the message as is | # |
| Exit or press cancel | * |
Toll Free
FOCUS Broadband Long Distance customers have the option to receive a toll free number. Family and friends can call your toll-free number 24-hours a day, seven days a week free of charge and it only costs you 15¢ a minute. There's no confusing pre-dialing for them and the calls show on your monthly telephone bill.
- Personalized toll free number
- Only 15¢ per minute
- No time restrictions / rate valid 24 hours per day
- No Monthly Service Fee
International Rates
| City | Dial Direct | Country Code |
|---|
* City Codes not required.
† 011 not required when direct dialing these countries.
Dial 1+ Area Code + Number
Toll Control
Toll Control with PIN (Personal Identification Number) Override allows you to prevent long distance calls from being made from your telephone line. It can be overridden on a per call basis by dialing a special access code plus your PIN. Incoming and local calls are not affected by activation of this feature.
To set or change your PIN #:
- Lift the receiver and listen for dial tone.
- Dial * 12 (or dial 1112 with a rotary phone).
- Listen for three beeps followed by dial tone.
- Dial the old PIN # (1 to 7 digits), followed by # (or wait 4 seconds).
- Listen for three beeps followed by dial tone.
- Dial the new PIN # (1 to 7 digits), followed by # (or wait 4 seconds).
- Listen for three beeps followed by dial tone.
- Dial the New PIN # again, followed by # (or wait 4 seconds).
- Listen for three beeps followed by dial tone. Then hang up.
To make a toll call (or override toll control restriction):
- Lift the receiver and listen for dial tone.
- Dial * 13 (or dial 1113 with a rotary phone) and listen for dial tone.
- Dial your PIN code, followed by # (or wait 4 seconds). If your PIN is valid, you will hear three beeps followed by dial tone.
- The dial a normal toll call (1 + area code + number).
To make a call to a number within the 40 mile area:
- Lift the receiver and listen for dial tone.
- Dial *13 (or dial 1113 with a rotary phone) and listen for dial tone.
- Dial your PIN code, followed by # (or wait 4 seconds. If your PIN is valid, you will hear three beeps followed by dial tone).
- Dial 1010 + carrier code + 1-910 + telephone number.
- This sequence must be repeated each time you wish to dial a number in the ''40 mile area''.
Notes:
- If a toll call is attempted without first dialing the access code and PIN, the call will not be completed.
- If you dial an invalid access code and/or PIN, you will hear a fast busy signal.
- Toll Restriction is automatically returned each time you go back on hook.
- If you have Call Transfer or Three-Way Calling:
- Once you use your PIN to make a toll call, you may hook flash and directly dial another toll number to set up three-way call, or transfer the call.
- If someone calls you and you wish to set up a three-way call or transfer this call to a toll number, you must hook flash and use the above procedure to make the toll call.
Local Calling Exchanges
Click here to see the local Calling exchanges.
FOCUS Broadband Voicemail Online
Now, access our voicemail online at our new site FOCUS Broadband Voicemail Online .
FOCUS Broadband Voicemail has integrated advanced voicemail capabilities with the Internet to give you more message retrieval, notification and management options than ever before. Not only will your voicemail take messages if your line is busy or you're not at home, now you can forward your voicemail to your computer, receive a notice on your cell phone when new messages arrive, change voicemail settings online and more. Plus, voicemail works even if the electricity goes out.*
* During power outages access to voicemail is dependent upon availability of phone service.
Basic Voicemail
20 Messages, 3 minute message, 10 day message memory, One sub-mailbox, Auto-login capability, Message waiting light (with equipped telephones), Email message notification, Daily message notification, Access to online message retrieval, Spanish language available
To Set Up Your Voicemail:
- Dial your access number 1.910.755.3804 or *99.
-
Enter your 10-digit phone number, followed by
the # symbol. - Enter the default password of four zeros (0000).
- Press 9 for mailbox setup and the system will talk you through setting up your new password, name and greeting.
Menu Options:
| Press # | If you want to: |
| 1 | Listen to messages. |
| 3 | Send messages to another mailbox. |
| 7 | Play current date and time. |
| 9 | Set up voice mailbox. |
| 0 | Repeat these choices. |
To Listen To & Retrieve Messages:
| Press # | If you want to: |
| 1 | Hear new messages. |
| 2 | Hear saved messages. |
| * | Return to main menu. |
| 0 | Repeat these choices. |
After Your Voicemail is Set Up:
Dial 1.910.755.3804 or *99 to access the system and use the following key commands to manage your messages:
| Press # | If you want to: |
| 1 | Play or replay messages. |
| 2 | Save message and go to next. |
| 3 | Delete message and go to next. |
| 4 | Save message as new message. |
| 6 | Forward message. |
| 7 | Skip back three seconds. |
| 8 | Pause or continue message. |
| 9 | Skip forward three seconds. |
| * | Return to main menu. |
| 0 | Repeat these choices. |
Directory Assistance
How To Call Directory Assistance:
You can access the Nationwide Directory Assistance by dialing 411, there may be a charge for using this service. To access Directory Assistance to obtain toll free number listings, please dial 1 + 800 + 555 – 1212. There is no charge when accessing Directory Assistance using this dialing method. The blind and physically disabled may apply for exemption from directory assistance charges through our business office. Search the FOCUS Broadband online phone directory free at www.focusbroadband.com or download the FOCUS Broadband Search App from your Google Play Store or Apple Store.
Telecommunications & Video Relay Services
Relay North Carolina
Relay North Carolina is a free service that provides full telephone accessibility to people who are deaf, hard-of-hearing, deaf-blind, and/or speech-disabled. This service allows hearing callers to communicate with text-telephone (TTY) users and vice versa through specially trained Relay Operators. Calls can be made to anywhere in the world, 24 hours a day, 365 days a year with no restrictions on the number, length, or type of calls. All calls are strictly confidential, and no records of any conversations are maintained.Anyone wishing to use Relay North Carolina Service simply dials 711 to connect with a relay operator. 711 is a statewide telephone relay number that connects standard (voice) telephone users with deaf, hard-of-hearing, and/or speech-disabled people who use text telephones (TTYs). The relay operator will dial the requested number and relay the conversation between the two callers. This allows easier access, particularly for less experienced relay users such as businesses, children, or friends and family of TTY users. Occasionally, people who try to place relay calls from an office (or large telephone system) using the 711 number may experience difficulties. This may be because the number has not been programmed into the system. Contact your office administrator or local telephone service provider to ensure that the 711 service is available.
Standard telephone users can easily initiate calls to TTY users. The Relay Operator types the standard telephone user’s spoken words to the TTY user and the person who is deaf, hard-of-hearing, deaf-blind, or speech-disabled uses a TTY to type his/her conversation back to the Relay Operator, which is spoken by the Operator back to the standard telephone user.
Additional Numbers For Reaching A Relay Operator
- 1-877-735-8200 (Voice)
- 1-800-735-2962 (TTY)
- 1-877-825-2448 (Relay Español)
- 1-888-825-6570 (TTY Español)
For more information on Relay North Carolina, visit www.relaync.com or call 1-800-676-3777 (Voice/TTY) or 1-800-676-4290 (Español) or contact the Division of Services for the Deaf and Hard of Hearing.
Division of Services for the Deaf and Hard of Hearing
3240 Burnt Mill Dr Suite 5
Wilmington, NC 28403
910-251-5702 V
800-205-9915 V
910-251-5767 TTY
800-205-9916 TTY
910-777-5770 Video
www.ncdhhs.gov
3240 Burnt Mill Dr Suite 5
Wilmington, NC 28403
910-251-5702 V
800-205-9915 V
910-251-5767 TTY
800-205-9916 TTY
910-777-5770 Video
www.ncdhhs.gov
Video Relay Services (VRS)
Video Relay Service (VRS) is the communication solution for American Sign Language (ASL) users. VRS allows natural telephone communication between ASL and standard telephone users. Communication flows through a qualified video interpreter via a desktop or laptop computer with video conference capability.
After connecting to www.sorensonvrs.com or www.purplevrs.com, the ASL user signs to the interpreter, who voices what he/she is saying to the other party. Emotions and facial expressions are conveyed via video, allowing both parties to be fully involved. VRS makes phone calls natural for both callers and each are free to interrupt one another, no typing is required.
For more information on Video Relay Service, visit www.ncdhhs.gov or call 910-251-5743 or 1-800-422-1884.
