CapTel 800 Frequently Asked Questions

CapTel Telephones

How does CapTel 800 work?

Captioned telephone service, provided by CapTel, allows a person with hearing loss to make or receive phone calls with word-for-word captions of everything said to the CapTel user.

With the CapTel 800 plugged into a phone line, you simply pick up the phone and dial the number of the person you wish to call. The call is transparently connected over the phone line to a service that provides the captions.

At the Captioning Service, a specially-trained operator uses voice-recognition technology to transcribe word-for-word whatever is said by the other party. The captions appear on the CapTel 800 display screen. You can hear the other party, plus read the captions to be certain of what is said.

NOTE: The CapTel 800 phone does not generate captions of the phone call on its own. The phone works with the Sprint captioning service (through your telephone service) to display captions during your calls.

What do I need in order to use the CapTel 800?

You will need 4 things in place to use your CapTel 800 telephone.

1. The CapTel 800 telephone 

The phone is available at a reduced cost to qualified users in many states.  See states that have equipment programs).

2. CapTel service 

Your state must offer CapTel service as part of its Relay Service (see states that provide CapTel service). If your state does not offer this service, please consider the CapTel 800i.

3. Landline Telephone Service

  • Your standard home phone line, or
  • DSL is supported if you put the appropriate DSL filter in place per your DSL provider’s instructions. 
  • CapTel is not compatible with digital PBX systems unless you are connected to an analog port available (if part of a business PBX, consult your business IT department).  CapTel 800 is not designed for use with digital cable, VOIP or cellular telephone services. 

4. An Electrical Outlet

NOTE: All the connection outlets (telephone and power) should be located close to each other in the room where you want to use the CapTel 800. 

What is the difference between the CapTel 800 and the CapTel 800i?

Very little.  The CapTel 800 is an option if you do not have access to high-speed Internet.  

There are two main differences:

  • CapTel 800i is for people with hearing loss who have high-speed Internet access.  CapTel 800 is for people with hearing loss who do not have high-speed Internet access.
  • With the CapTel 800i, anytime someone calls your phone number directly, you will get captions. With the CapTel 800, your callers may need to dial the Captioning Service phone number first and then enter your phone number in order for you to get captions*. 

Apart from the differences listed above, the two phones are nearly identical. They look the same and have most of the same features. The features and speed of captions on both phones are similar, so it is simply an option depending on whether you have access to high-speed internet or to an analog phone line.

* If you use CapTel 800 in 2-Line mode (optional), people can call your number directly, they do not have to dial the service number first. Learn more. 

What is the difference between CapTel 800 in 2-Line mode and CapTel 800i?

Both have all the same features and benefits.  They are just set up differently. 

2-Line CapTel requires two different analog telephone lines to be connected to the CapTel 800. (Your phone company may charge you for the additional telephone line). CapTel 800i only needs one phone line and one Internet connection, which is becoming more common. There may be cost savings on your phone bill if you purchase Internet and telephone services combined from one provider (varies by provider).  You do not need to have Sprint as your telephone or internet provider.

What are the requirements for CapTel 800?

  • Telephone service (connects via a standard RJ11 jack) 
  • Standard electrical power outlet

What type of telephone line / service works with CapTel 800?


The CapTel 800 requires telephone service to work. 

The telephone service can be: 

  • Standard analog service or DSL (Digital Subscriber Line)

It is not recommended to use the CapTel 800 on:

  • Digital Cable phone service 
  • VoIP (Voice Over Internet Protocol) service 
  • FIOS (Fiber Optic Service) phone service 

The CapTel 800 does NOT work with digital PBX (Private Branch Exchange) phone systems found in some business settings, residential facilities, hospitals, and hotels unless an analog port is available in the PBX network.

Is an in-line filter needed when I connect the CapTel 800 to a DSL line?


Your CapTel 800 should be plugged into a DSL filter.  Without the filter, you may experience disconnections on your CapTel phone calls.

I don't have two telephone lines - can I still use my CapTel 800 phone?

Yes, the CapTel 800 works with just one telephone line.

The main difference between 1-Line mode and 2-Line mode is in the way that incoming calls to the CapTel 800 user get captioned. 

  • With 1-Line mode, your callers need to dial the Captioning Service* first, then enter your telephone number on the touch tone pad, in order for you to get captions of the call. You cannot turn the captions on or off while on a call.
  • With 2-Line CapTel, you can turn the captions on and off at any time, on any incoming or outgoing call.

* For someone  to call your CapTel when you only have 1 telephone line hooked up to your CapTel phone, your caller must dial one of the following numbers first and then enter in the telephone number that your CapTel phone is connected to

  • CapTel Calls 1-877-243-2823
  • Federal Relay CapTel Calls 1-888-801-7210
  • Spanish-to-Spanish Captioning Calls 1-866-217-3362
  • Texas Residents Only (Non-Federal) 1-800-933-5129
  • Texas Spanish-to-Spanish Only 1-800-933-5417
  • California Residents Only (Non-Federal) 1-866-399-9050
  • California Spanish-to-Spanish Only 1-866-399-9090

Does CapTel 800 connect to a computer?

No, the CapTel 800 does not connect to a computer. The CapTel 800 needs to connect to your telephone service and an electrical outlet

Do I need to have Sprint as my internet or my telephone provider?

You do not need to have Sprint as your telephone or internet provider.  Sprint provides CapTel service all over the U.S. and in U.S. Territories.  You do not need to purchase telephone service or internet service from Sprint to use your Sprint CapTel phone.

Can I change the size and color of the captions?

Yes, you can adjust both the size and the color of the captions of your calls, however changes will not be applied to the menu options. You need to set the conversation font size & colors before or after a call. You cannot make these changes during a telephone conversation.

Changing the caption font size:

You can adjust the font size the conversation captions to be larger or smaller, making the captions easier to read. You need to change the font size before or after a call; you cannot change the font size during a live captioned call.

  • With the handset hung up, press the YES button to see Options.
  • Press the DOWN button repeatedly until Settings is highlighted. Press the YES button to select.
  • Press the DOWN button repeatedly until Display Settings is highlighted. Press the YES button to select
  • Press the DOWN button until Set Conversation Font Size is highlighted. Press the YES button to select. 
  • The display screen shows what the current font size setting is. 
  • Press UP or DOWN buttons to select the font size you want: SMALL, MEDIUM, or LARGE.
  • Once you've selected the font size, press the YES button to accept or press the NO button to exit. 
  • Press the NO button repeatedly to exit out of the menu system. 

Changing the color of the captions/background:

You can change the color of the caption font and the background color on the display screen to a color combination that you prefer.  Color choices include: WHITE, RED, GREEN, BLUE, CYAN, MAGENTA, GRAY, ORANGE, BLACK OR YELLOW.

To change the caption font and background color:

  • With the handset hung up, press the YES button to see Options. 
  • Press the DOWN button repeatedly until Display Settings is highlighted. Press the YES button to select. 
  • Make sure that Set Conversation Colors is highlighted. Press the YES button to select. 
  • The display screen shows what the current text color and background color are set to, with an arrow pointing toward the Text Color setting. Press the YES button to select Text Color. 
  • A color palette appears on the bottom of the display. Use the UP and DOWN arrow keys to move through the various font color choices. When you find a font color you prefer, press the YES button to accept. 
  • The display moves down to indicate Background Color. Press the UP and DOWN arrow keys to move through the various background color choices. When you find a background color you prefer, press the YES button to accept. 
  • Press the NO button repeatedly to exit out of the menu system. 

NOTE: Whichever color you select for text will not be available as a background color choice.

How many lines of captions does CapTel 800 store in memory?


CapTel 800 saves up to 480 lines of captions.  As new captions are received, earlier/older captions are erased.

Does increasing the font size change the amount of captions stored in memory?

No. The CapTel 800 stores up to 480 lines of captions regardless of the font size. If you have the font size setting at LARGE, you see fewer lines at a time but the memory will still save up to 480 lines. The same is true if you select the smallest font size, although you will see more lines of captions on the screen at one time, the memory will still save up to 480 lines.

NOTE: Previously saved captions will be deleted when you change font size.

Is there still a 40dB amplification gain if I don't use captions?

No. With captions off, the maximum amplification gain is 18dB. 

How many speed dial buttons are on the CapTel 800?

There are 3 programmable speed dial buttons. In addition, there are 97 phone book listings and 1 CapTel Customer Service speed dial button.

Will I lose any information if I unplug the CapTel 800?


The CapTel 800 saves the phone settings, Speed Dial numbers, and Phone Book entries even when power is interrupted. However, you will lose conversation memory and any Caller ID information if power is interrupted.

Do I have to register my long distance carrier of choice to be charged correctly for long distance calls? 

Yes. You will need to register your CapTel phone to get the correct long distance carrier for your phone service.  Users will be responsible for any long distance charges incurred, but the charges will appear on the your own calling plan / regular phone bill.  If you believe you were charged incorrectly, please contact CapTel customer service at 888-269-7477 or email captel@captel.com

Can I travel with my CapTel 800?

Yes, however you will need to connect the CapTel 800 to an appropriate telephone line and an electrical power outlet. Connecting to the phone line in unknown locations (such as a hotel) may be challenging. You may want to consider using our Sprint WebCapTel service when you travel instead.

Sprint CapTel may only be used in the United States.

I need to dial a number (dialing prefix) on my phone line to get an outside line. How do I do that with CapTel 800?

In some office settings, for example, you may need to dial a 9 or other number to get an outside line. This number must be entered in the Dialing Prefix menu in order for captions to work properly. Depending on if you are using 1 telephone line or 2 telephone lines hooked up to your CapTel phone, configuring your service will be different.  

In 1-Line Mode: Your CapTel phone automatically enters the Dialing Prefix for you at the start of every captioned call. If the Caption feature is OFF, you will need to dial the Dialing Prefix manually before you place a call. 

In 2-Line Mode: You still need to dial the Dialing Prefix manually before you place a call, even after you’ve entered the Dialing Prefix in the CapTel menu. The Dialing Prefix in the CapTel menu only applies to Line 2, the telephone line that connects to the Captioning Service.

How to set up the Dialing Prefix

  • With the handset hung up, press the YES button to see Options.
  • Press the DOWN button repeatedly until Settings is highlighted. Press the YES button to select.
  • Check that Caption Settings is highlighted. Press the YES button to select.
  • Press the DOWN button repeatedly until Dialing Prefix is highlighted. Press the YES button to select.
  • Using the dialing keypad to enter the number you need to get an outside line. Use the DOWN arrow button to backspace and press the UP arrow button to add 2-second delay, which will appear as a comma (,).
  • When the number is entered, press the YES button to save.
  • Press the NO button repeatedly to exit.

If you are having difficulty setting up your phone, contact CapTel customer service at 888-269-7477 or emailing CapTel@captel.com

Is Spanish Captioning available?

Your CapTel 800 phone can display captions in Spanish for Spanish-to-Spanish conversations. Setting the captions to Spanish language changes the captions only; the Options list and other phone settings will always be shown in English.

NOTE: Spanish captioning is available for Spanish-to-Spanish conversations only. The CapTel 800 phone does not translate from English conversations to Spanish captions or vice versa.

To turn Spanish Captions on:

  • With the handset hung up,press the YES button to see Options.
  • Press the DOWN button repeatedly until Settings is highlighted. Press the YES button to select. 
  • Check that Caption Settings is highlighted. Press the YES button to select.
  • Press the DOWN button repeatedly until Spanish Captions is highlighted. Press the YES button to select.
  • Press the UP or DOWN button to select Enabled to turn on Spanish Captions or select Disabled to turn off Spanish Captions.
  • Press the YES button to accept.
  • Press the NO button to exit out of the Options menu.

You are now ready to make and receive calls with captions in Spanish. To make a call with Spanish language captions, lift the handset and dial the number you want to call.

For someone to call you with Spanish Captioning when you only have 1 phone line plugged into your CapTel phone, your caller must dial one of the below numbers first

Spanish-to-Spanish captioning available every day from 7:00 a.m. – 11:00 p.m. CST

Spanish-to-Spanish Captioning Calls .................... 1-866-217-3362
California Spanish-to-Spanish Only .................... 1-866-399-9090
Texas Spanish-to-Spanish Only .................... 1-800-933-5417
International or Overseas Spanish-to-Spanish Captioning .................... 1-608-204-2795
Spanish CapTel Customer Service .................... 1-866-670-9134
California Spanish Customer Service .................... 1-877-330-0156

NOTE: Spanish Captions must be Enabled in order for you to receive captions in Spanish. If Spanish Captions are Disabled and a Spanish-speaking person calls you, their captions will not appear in Spanish. You will need to ask them to call you back in a few minutes, after you’ve had a chance to set Spanish Captions to Enabled.

Can I make international calls with the CapTel 800?

Yes. Captioning support is available for calls as long as your CapTel phone is within the United States (including Alaska and Hawaii). International calls to and from your CapTel phone are permitted.

If the power goes out, would the phone lines still typically work? If so, then does the 800 continue working?


The CapTel 800 phone requires an electrical power and phone line. Both must be plugged in and in working order in order for the CapTel 800 to provide captioning support. If the electrical power is out the CapTel 800 will not be able to power up and work.

Do I need to plug CapTel 800 into a surge protector? (for example during an electrical/lightning storm?)

Sprint recommends plugging your CapTel phone into a surge protector to protect it from miscellaneous electrical voltage surges and to offer some protection during a lightning storm. For maximum safety, you should unplug the CapTel 800 and refrain from using it during a lightning storm.

Why can't I view Caller ID on my screen?

You need Caller ID service from your telephone service provider in order to see Caller ID information on the CapTel 800 screen. If you do not subscribe to Caller ID service, you will not be able to view Caller ID detail.

Can I check to see if there are any software updates?

Yes, you can check to see if any new software updates are available, then update your CapTel phone automatically over your telephone line. This means you’ll always be able to take advantage of the latest features & technology as long as you own your phone. You can even set a delay so that the update occurs automatically at a more convenient time (for example, overnight). 

To update your CapTel 800 software:

  • With the handset hung up, press the YES button to see Options. 
  • Press the DOWN arrow button repeatedly until Settings is highlighted. Press the YES button to select. 
  • Press the DOWN arrow button repeatedly until Phone Settings is highlighted. Press the YES button to select. 
  • Press the DOWN arrow button repeatedly until Update Phone is highlighted. Press the YES button to select. 
  • Press the YES button to begin updating your phone, or press the NO button to exit. 
NOTE: You can set the update to begin automatically at a more convenient time. Press the UP arrow button to set up a timed delay. Select when you want the update to begin (in 1 hour, in 2 hours, etc.) using the UP and DOWN arrow buttons. Once a delay has been set, you can continue using your CapTel Phone to make/answer calls. This will not disrupt the planned update process.
  • Your CapTel phone checks to make sure that your software is up to date. If a new software version is available, your CapTel phone automatically updates to the most current version, then resets itself so you are ready to make calls.
  • Directions (PDF version)