Video relay service, or VRS, connects a sign-language user with someone using a voice telephone through a video interpreter. The signing participant sees the interpreter; the interpreter voices the signed message and signs the other person's spoken reply.
This guide concerns U.S. VRS and an ordinary first call. Choose a provider's current registration and device instructions before setting up. Sign languages and relay arrangements vary internationally, so a service in another country needs its own local guidance.
Choose the right kind of communication
- VRS: a relay interpreter connects participants at different locations across a telephone call.
- Video remote interpreting: a remote interpreter supports an interaction such as an in-person appointment. Arrange that service with the organization responsible for the interaction.
- Direct video: people communicate with each other over video, for example when both use the same sign language. There is no relay interpreter in that conversation.
- Captioned or text relay services: other forms of access may fit people who communicate through speech or typed text.
The FCC's accessibility service categories distinguish VRS from other relay services. The appropriate choice depends on how the participants communicate. VRS should not be booked as an on-demand substitute for an organization's in-person interpreting arrangements.
Complete registration and a setup check
Providers verify eligibility and registration before enabling service. For example, Sorenson's VRS information describes its service for eligible people with a hearing or speech disability who need VRS to communicate, with registration in the FCC database. The relay service is supported by a federal fund; ask separately about equipment, internet access and any other costs relevant to your setup.
- Apply through the provider's official website or customer-support channel. Supply requested identity and location information there, rather than in a public message or chat.
- Confirm your telephone number, supported device/app and current operating-system requirements. Ask how to receive calls as well as place them.
- Use a stable stand or device position that leaves your face, hands and signing space visible. Light your face from the front and avoid a bright window behind you.
- Check camera permission, connection quality, notifications and the provider's test/support procedure. A fast download measurement alone says little about freezing during an actual video conversation.
- Review the provider's emergency-location settings and keep them current. Save its support contact where you can reach it if the main device fails.
A purpose-built videophone and an app can serve different routines. Ask for a demonstration of the controls you will actually use, including answering, ending, switching cameras and managing contacts.
Prepare and make an ordinary call
Have the recipient's telephone number, the purpose of the call and a few relevant details ready. Keep any sensitive information in a private place. For a first practice call, choose someone you know and agree beforehand that you are testing the connection.
- Place the call using your provider's instructions. Tell the interpreter about context that helps convey the conversation, such as a name that may need spelling.
- Speak or sign directly to the other participant. Allow time for interpretation and take turns so messages remain complete.
- If a name, amount or appointment detail is unclear, ask for it to be repeated or spelled. Confirm important details before ending.
- When the call is finished, end the session through the app or device and check that the connection has closed.
For hearing callers, ask the person for their current VRS telephone number and preferred way to receive calls. When a relay interpreter answers, stay on the line and address the person you called. Allow the interpreting pauses rather than assuming silence means disconnection.
Resolve common access problems
- Video freezes or becomes unclear: tell the interpreter, pause the conversation, and check the connection or move to a more reliable one. Ask for repetition of the affected message.
- Hands move outside the frame: adjust camera distance and angle while checking the preview. Keep the camera stable.
- A business hangs up: call its official support route and explain that a relay interpreter connects the telephone conversation. Document repeated access problems without recording private call content unnecessarily.
- A callback fails: confirm the number, notification settings and whether the device/app is ready to receive calls.
Use a private setting when discussing personal matters. Review the service's privacy terms and remember that the other party may have its own call-recording policies.
Prepare for emergency calling before it is needed
Internet relay emergency calls have routing and availability limitations. Sorenson's 911 advisory explains the importance of a current registered location and the effects of internet or power failure. Follow your own provider's current instructions for your device and location, including travel. Establish a suitable backup communication plan with the relevant local services. Do not call 911 merely to test this guide.
For unresolved service-access concerns, the FCC's complaint categories linked above provide the relevant reporting route. Record the date, provider, device and observed problem, excluding PINs, passwords and unnecessary personal details.
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Source links appear beside the topics they support. Product instructions and service arrangements were reviewed on October 4, 2026. Check the linked documentation for your exact version, device and location.