Contact Information

Wireless

Verizon Wireless National Accessibility Customer Service Center
1.888.262.1999 or
*611 from your wireless phone

8:00 am to 9:00 pm ET 
Monday - Friday

Fios & Traditional Phone

Verizon Center for Customers with Disabilities
1.800.974.6006 Voice
or TTY 508.251.5301 Videophone
8:30 am to 5:00 pm EST

Monday - Friday
Email: vccd@verizon.com

Auditory Support

Intro - Auditory Support

Description 

For customers who are deaf or hard of hearing, Verizon offers assistance such as Video Calling, single-button closed captioning for Fios TV and free 411 service. Find plans, services and tools made for the way you communicate.

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Make your Verizon Wireless device work for you by taking advantage of accessible features and apps for customers who are deaf or have auditory disabilities.

Downloadable apps

Use the following keywords to locate apps in the App Store or Google Play:

  • Video relay, video chat or video call
  • Sorenson
  • Captel
  • Deaf
  • Speech to text
  • ASL
  • Relay service
  • InnoCaption
  • TTY

Keep in mind: Voice minutes and data charges may apply for download and use of apps.

Accessibility features

Learn more about features, options and settings you can use to make your device easier to use. These are available directly on your device based on its operating system.

iOS | Android | Windows | BlackBerry

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Verizon Wireless offers free 411 search for customers with certain disabilities.

To qualify for free 411 search, you will need to submit an application along with verification of your eligibility.

Please note: Free 411 search is not currently available for prepaid accounts. Business and Government accounts are not eligible.

Application for free 411 service (PDF)

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Verizon offers many phone models that meet the FCC’s standards for hearing aid compatibility.

When choosing a phone, it’s recommended that you test it for compatibility with your hearing aid before purchasing. In other words, try before you buy.

All Verizon Wireless stores have M-rated and T-rated handsets available for you to try in-store. Please visit the Verizon Wireless store locator to find a store near you.

Hearing-aid compatible phones

Here is a list of Verizon Wireless' hearing-aid compatible phones along with their HAC ratings. These phones all meet the FCC’s “M” and “T” rating standards.

Updated: 3/13/19

Smartphones


Brand

Phone

HAC Rating

Apple

iPhone XR

M3/T4

Apple

iPhone XS Max

M3/T4

Apple

iPhone XS

M3/T4

Apple

iPhone X

M3/T4

Apple

iPhone 8

M3/T4

Apple

iPhone 8 Plus

M3/T4

Apple

iPhone 7 Plus

M3/T4

Apple

iPhone SE

M3/T4

Apple

iPhone 6s

M3/T4

Samsung

Galaxy S10

M4/T3

Samsung

Galaxy S10+

M4/T3

Samsung

Galaxy S10e

M4/T3

Samsung

Galaxy Note9

M4/T3

Samsung

Galaxy S9

M4/T3

Samsung

Galaxy S9+

M4/T3

Samsung

Galaxy S8

M3/T4

Samsung

Galaxy S8+

M3/T4

Samsung

Galaxy S7

M3/T4

Samsung

Galaxy S7 Edge

M4/T3

Motorola

Droid MAXX 2

M3/T3

Motorola

Droid Turbo 2

M4/T4

LG

LG V40 ThinQ

M4/T3

LG

LG G7 ThinQ

M4/T3

Kyocera

DuraForce PRO

M4/T3

Google

Google Pixel 3

M3/T3

Google

Google Pixel 3XL

M3/T3

Google

Google Pixel 2

M4/T3

Google

Google Pixel 2XL

M4/T3

Basic Phones


Brand

Phone

HAC Rating

LG

LG Exalt LTE

M4/T4

Kyocera

Kyocera Cadence LTE

M4/T4

Kyocera

Kyocera Dura XV Plus Non Camera

M4/T4

Sonim

Sonim XP5

M3/T4

A note on new technologies

Phones and mobile devices that incorporate new technologies may not yet be tested for hearing aid compatibility. Those devices will be labeled with the following information:

This phone has been tested and rated for use with hearing aids for some of the wireless technologies that it uses. However, there may be some newer wireless technologies used in this phone that have not been tested yet for use with hearing aids. It is important to try the different features of this phone thoroughly and in different locations, using your hearing aid or cochlear implant, to determine if you hear any interfering noise. Consult your service provider about its return and exchange policies and for information on hearing aid compatibility.

Using TTY (teletype) with Verizon Wireless

Verizon Wireless’ digital network supports TTY-compatible devices. For information on how to use TTY service on your device, visit Verizon Wireless Support.

Please note that not all wireless phones are TTY compatible. To verify that your device is TTY compatible, please refer to its user guide. 

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More about Hearing Aid Compatibility (HAC) ratings

M-Rating

Phones are given an M-rating based on their radio frequency (RF) emissions level and signal quality. Phones with a higher M-rating have a lower RF emissions level and a higher signal quality.

  • M-ratings range from M1 to M4, with M4 being the best.
  • Customers who plan to listen to phone calls with their hearing aids in microphone mode (M mode) should look for a phone with an M-rating of M3 or M4.
  • Your phone and your hearing aid will each have their own M-rating.
  • For the best experience, it is recommended that the phone’s M-rating and the hearing aid’s M-rating add up to at least 5.

T-Rating

Phones are given a T-rating based on their ability to operate with telecoil-equipped hearing aids. A telecoil is a small device built into some hearing aids that allows for a better experience when using a telephone or listening device.

  • T-ratings range from T1 to T4, with T4 being the best.
  • Customers who plan to listen to phone calls with their hearing aids in telecoil mode (T mode) should look for a phone with a T-rating of T3 or T4.
  • If your hearing aid is equipped with a telecoil, it will have its own T-rating.
  • For the best experience, it is recommended that the phone’s T-rating and the hearing aid’s T-rating add up to at least 5.
  • To use telecoil mode (T mode) on your telecoil-equipped hearing aid, switch the hearing aid to the T position. Or, press a button on the hearing aid to select the telecoil setting.
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Verizon offers Fios TV guides and channel lineups in several formats to suit your needs.

To download a PDF of the following materials in large print, just click the link below:

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Other Resources

Would you prefer a printed copy be sent to you?

You can also request that a printed copy of these materials be shipped to you in either large-print format or braille. Please note that fulfillment may take up to 10 business days.

Visit verizon.com/AccessibleMaterials

You can also choose to have your channel lineup read to you.

By enabling Text to Speech on your compatible set-top box, your channel lineup can be read to you through your TV.

Learn how to enable Text to Speech 

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If you have a visual, reading or physical disability that prevents you from using a telephone or a telephone directory with your landline phone, Verizon can help.

To submit an application for special services, simply choose your state of residence below, fill out the application and mail it to the address located at the bottom of the form.

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To assist Verizon customers with visual and other disabilities, Verizon will provide bills or product and service brochures in alternate media formats upon request. The following alternate formats are available:

  • Braille
  • Large print format
  • Audio CD
  • CD-ROM

It may take 1 to 2 bill cycles to receive your first bill in alternate format. During this time, you will continue to receive your bill and remit slip in the standard format.

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To request materials in alternate media formats:

For Verizon Wireless Customers

Verizon Wireless National Accessibility
Customer Service Center
8:30 am to 5:30 pm ET, Monday - Friday
1.888.262.1999 or *611 from your wireless phone

For Verizon Fios & Traditional Phone Customers

Verizon Center for Customers with Disabilities:
Toll-free at 1.800.974.6006 Voice
or TTY 508.251.5301 Videophone
Monday through Friday 8:30 am to 5:00 pm
Email us at: vccd@verizon.com

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Video Calling lets you make an HD Voice call combined with real-time video from your smartphone.

Also known as video chat, Video Calling can be a helpful accessibility option for people with hearing or speech disabilities. That’s because a video call lets you see the other person face-to-face, allowing you to read their lips or use sign language over the phone.

Who can use Video Calling

Video Calling is available to Verizon customers with compatible Android devices and can be used over 4G LTE or Wi-Fi. Unfortunately, Video Calling isn’t available for iPhones or Windows phones. However, there are other apps you can use to make video calls with these types of phones, such as FaceTime for iPhone.

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How to make a video call

Making video calls on Android

Before you begin, make sure both HD Calling and Wi-Fi are enabled on your phone. (To learn how to do this on your phone, see our How To simulators.) Then you can follow the steps below.

From within a call:

If the person you're calling can accept a video call, you'll see a video camera icon on your phone’s screen. You can then tap that icon to upgrade the current call to a video call. 

From within your contacts:

If you notice a video icon within one of your contacts, that person’s device will be able to accept your video call. Simply tap the icon to begin a video call with that person.

For detailed step-by-step instructions, go to your phone’s How To simulator and select: Select a Tutorial > HD Voice > Calling with video.

Note: The voice portion of a video call is billed as a standard voice call, according to your plan. The video portion is billed as data, according to your data plan. No data charges apply to video calls transmitted over Wi-Fi.

Making video calls on iPhone

iPhone users can make video calls using FaceTime, Apple’s video calling application. 

For detailed step-by-step instructions on how to use FaceTime on your iPhone, find the How To simulator for your iPhone. Then click: Select a Tutorial > Facetime.

You can also learn more about FaceTime on Apple’s support site.

Making video calls on a Windows device

You can browse video calling apps available for Windows to install on your phone.

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Real-time text (RTT) is a feature that can make it easier for customers with hearing or speech impairments to carry on a conversation through text.

With standard text messaging, you have to compose an entire message, hit Send and then wait for a reply. But with real-time text, each character is transmitted immediately as it’s typed. So it’s as if you’re having a conversation “in real time.” Since there’s no delay between sending and receiving messages, and because you can talk and text simultaneously over the same connection, RTT can feel like a more natural form of communication than TTY or text messaging.

Unlike TTY, there’s no need for a separate device. As long as your Verizon Wireless phone supports RTT, you can send and receive real-time text using only your smartphone. (Note: If the person you’re calling does not have RTT or TTY enabled on their device, the call will be voice only.)

Real-time text is available on the following Verizon Wireless devices:

To learn how to change the RTT settings on your device, please check out our step-by-step guides:

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Real-time Text FAQs

Can I use RTT on my Verizon phone?

Yes. You can use RTT with Verizon if you have a phone that supports RTT and your plan includes voice minutes.

If you currently have a data-only plan and would like to use RTT, you will need to switch to a voice plan. To change plans, visit My Verizon.

How do I use RTT?

Instructions vary by device, so check out the step-by-step guide for your phone to learn more:

Generally, you’ll follow these steps to make an RTT call:

  1. Enable RTT on your device from within the Settings menu.
  2. Then, when you make a call, it will either default to RTT or allow you to add RTT while dialing or during the call.
  3. Enter a message to begin your conversation.
  4. When you’re done, end the call as you normally would by pressing the End icon.

How is RTT different from text messaging?

RTT and text messaging both use text input, but beyond that, these services are rather different.

RTT is more like having a phone conversation in real time. Here’s how:

  • With real-time text, each character is transmitted immediately as it’s typed. So there’s no need to press the Send key. And there’s no waiting for a message to arrive. You are able to read the other person’s message as they are typing it – and vice versa.
  • When you place an RTT call, the other person needs to answer before the call can begin. And when you’re finished, both callers hang up.
  • You may be able to add voice to an RTT call depending on the device the other person is using. You can then communicate using talk and text at the same time.

Is RTT better than TTY?

RTT is a newer technology with more advanced features than TTY. Here are some advantages of RTT compared to TTY:

  • Unlike TTY, which requires users to take turns, with RTT both parties can send and receive text at the same time.1
  • RTT is more reliable than TTY1 since messages are carried over Verizon’s nationwide 4G LTE network.
  • Compared to TTY, RTT provides you with additional characters to choose from – international characters, emojis and the “@” symbol, for example.1
  • You can make RTT calls using just your mobile phone (as long as it is RTT-capable). Unlike TTY, you don’t need a separate device to make RTT calls.

1. "Real-Time Text: Improving Accessible Telecommunications," Federal Communications Commission. https://www.fcc.gov/consumers/guides/real-time-text-improving-accessible...

Who can I call using RTT?

With an RTT-capable phone you can call almost anyone else who can make and receive RTT or TTY calls, including wireless customers on networks other than Verizon’s. But please be aware that you may face some limitations when calling someone on some other wireless networks, on older wireless networks (3G and earlier) or someone who is using a TTY device.

Here are some specific cases:

  • TTY: You can place RTT calls to TTY users. However, a TTY device does not support the real-time aspect of RTT and may not be able to render all RTT characters properly.
  • 911: You can call 911 using RTT. However, dispatchers may answer using a TTY device. So your conversation won’t support the real-time aspect of RTT and certain characters may not be rendered properly on the dispatcher’s end.
  • 711: You can call relay services using RTT. There may be RTT settings to make calls via 711 relay services easier. These calls may face the same limitations as other calls to TTY devices described above.
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Most Fios TV remote control models let you turn Closed Captioning on or off by pressing the Image of the Asterisk Button on the Fios Remote Control  Photo of Fios Asterisk on the remote control button. Otherwise, you can always use the Media Guide to turn Closed Captioning on or off:

1.   Press the Menu button on your remote control
2.  Select Settings
3.  Select System
4.  Select Accessibility
5.  Select Closed Captions
6.  Highlight Service Selection and press the OK button
7.  Scroll and select one of the CC (Closed Caption) options, then press the OK button
    - CC1 = primary language the show is broadcast in (usually English)
    - CC2 = secondary language the show is broadcast in (usually Spanish if available)
    - CC3 thru CC6 (additional languages)
8.  Then press the right-arrow to highlight Save, then press the OK button, and press the OK button again
to confirm

For more information on closed captioning, visit the Fios Support Section

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Unlimited Plans are a great option for many customers who may have a disability. They include unlimited data, talk and text, which gives you the freedom to use your device how it works best for you.  Whether you’re video-chatting, texting, calling, or surfing the web, you’ll get all the data you need.

Our Unlimited Plans include:

  • Unlimited data
  • Unlimited Talk & Text
  • HD video streaming
  • Mobile hotspot
  • Mexico & Canada service
  • Military discount eligible

Check out our Unlimited Plans

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Unlimited FAQs

How does the line access fee work with my smartphone device payment?

If you're currently making monthly device payments or own your device, the monthly access charge will be $20.

If you purchased the phone at a discounted price, the monthly access charge will remain at $40 until each device contract expires. Once each device contract expires, the monthly access charge automatically drops to $20.

What happens if I use more than 22 GB of data?

Most of the time customers will enjoy the same great network experience once they exceed 22 GB during a billing cycle. If you've already used 22 GB on a particular line during your current billing cycle and you're on a cell site that is congested at that moment, your download may be temporarily queued behind other Verizon Wireless customers, which may result in slightly slower download speeds.

Will customers on the unlimited plan still be eligible to receive employee and business discounts?

Customers on the unlimited plan will not be eligible for an employee discount or corporate plan discount.

But with Auto Pay and paper-free billing, you can save an additional $5 off the monthly account access fee for a single-line plan and an additional $10 off for a multi-line plan.

Please note that military service members are still eligible to receive their military discount under the unlimited plan.

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Prepaid Plans are an excellent choice for customers who don’t want a long-term commitment or would like to avoid the inconvenience of a credit check. Get all the benefits of the best network without an annual contract.

There are several plans to choose from, all of which include unlimited talk and text within the U.S. Families can mix and match plans and save when they add 2-5 lines.

Our prepaid plans include:

  • Unlimited U.S. Talk & Text
  • Unlimited Text to over 200 international destinations
  • Mobile hotspot tethering

Check out our Prepaid Plans

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Prepaid FAQs

What is Verizon Wireless prepaid service?

Prepaid service lets you pay in advance for monthly voice, text and data services on your mobile device. There's no credit check, deposit or long-term contract required like you'd have with a standard account (which gives you a bill for your usage at the end of each month).

You can choose from several monthly plan options that include different high speed data allowances for a set price. As the balance of your high speed data allowance gets low or your service expiration date approaches, you can make a payment to your account to keep your service active.

Managing your prepaid account is convenient, and you can do it anytime online or from your smartphone.

 

Where can I use my prepaid service?

Prepaid service is available in the Prepaid Rate and Coverage Area. To see where prepaid service is available:

  1. Go to our interactive coverage map.
  2. Tap or click the Menu icon in the top left corner of the map.
  3. Select Prepaid.

The prepaid coverage map will display.

Calls made or received outside of this calling area will be charged at a roaming rate. See the Prepaid International page for rate details.

Note: If your smartphone can use Wi-Fi Calling and the feature is turned on, you can call from anywhere with a Wi-Fi connection. Wi-Fi calls to US phone numbers are free, even while traveling internationally.

 

What phones can I use with Verizon Wireless prepaid service?

You can view all prepaid phones and other devices that are available for purchase on our Prepaid Shop page.

You can also check online for the prepaid eligibility of a phone you already have (including iPhone®):

  1. Go to the Bring Your Own Device page.
  2. Enter the requested information (including your Device ID and SIM ID). Note: Instructions for how to find that info is in the Device ID & Info section of the Device Support page for your phone.
  3. Tap or click Add to cart & pick a plan to see what standard and prepaid plans your phone is eligible for.

Learn more about bringing your own device on our Bring Your Own Device FAQs page.

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Connected Device Plans are data-only plans can be a great choice for many customers who may have a disability. If you’d like to use wireless data on a tablet, mobile hotspot or other connected device, Verizon has several Connected Device plans available to choose from.

Connected Device Plans allow you to surf the web, send email, stream audio and video and use turn-by-turn navigation – all on Verizon’s nationwide network.

Choose the data plan that fits you best based on the amount of data you’ll need. Then share data across your devices and switch sizes any time.

Connected Device Plans do not include talk minutes.

Check out our Connected Device Plans to see which plan would work best for you.

If you have any questions regarding the Connected Device plans, please contact the National Accessibility Customer Service Center at 888.262.1999, Mon – Fri, from 8:30am – 5:30pm ET.

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Connected Device Plans FAQs

What devices can I use on a Connected Device Plan?

 

Connected Device plans are for devices that do not require a voice allowance, such as:

  • Tablets
  • Jetpack devices
  • Mobile Broadband Routers
  • Connected devices

How do I know how much data I will need with a Connected Device Plan?

 

You can determine your data usage in My Verizon and the My Verizon app. You can view your past bills online or from a device.

If you need more or less data than your Connected Device Plan provides, you can change your plan at any time in My Verizon.

How can I manage my data usage with the Connected Device plan?

 

You can manage your data in two ways:

  • My Verizon and the My Verizon app: Monitor your unbilled monthly data usage from the My Usage page.You can manage your data in two ways:
  • Usage Alerts: Set up usage alerts in My Verizon to send a notification when you’re reaching your data limit. To set up a data alert:
    • Go to the Usage Alerts page in My Verizon.
    • Under the When to Alert section, scroll down to Data and select the alerts you’d like to receive.
    • Select Save all Alerts

You have now successfully set up data usage alerts.

If you have any questions regarding this process, please feel to contact the National Accessibility Customer Service Center at 888.262.1999, Mon – Fri, from 8:30am – 5:30pm ET.

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