The Vermont Telecommunications Relay Service (VTRS) is designed to connect hearing disabled people with people and businesses that use regular voice telephones. Although the relay service has been in existence for more than 10 years, many people don't understand how it works. As a result, people who receive relay calls often hang up, believing the caller is a telemarketer. Thus the Don't Hang Up campaign was developed. 

The goal of the Don't Hang Up campaign is to decrease the frequency of hang-ups by people who are unfamiliar with relay. The campaign includes a public service announcement, as well as articles in business publications. 

But the best way to reduce hang-ups, especially by businesses, is to identify them and educate the party that hung up about relay. You can help in two ways: 

When you experience a hang-up on a relay call, fill out the on-line form below and VTRS outreach will contact the business to educate them about relay. 

Consider changing the way you have your relay calls announced; instead of saying, "This is the Vermont Relay Service...," ask the CA to say "This is a customer of your business calling through the Vermont Relay," or "This is [your name] calling through Vermont Relay." Some people have found that this kind of greeting reduces hang-ups. 

Click to download

Don't Hang Up Postcard



If you have experienced a hang-up when placing a relay call, you can complete the hang-up incident form online below. A Vermont Relay representative will follow up by sending a brochure, a letter, or by calling the resident or business that is the source of the complaint to explain the relay service.


Help Vermont Relay increase awareness and get the message out about the “Don’t Hang Up” campaign. Please fill out the form with accurate information and click on Submit.  All information is confidential.

Michelle Vicino 

Vermont Relay Service 

200 Corporate Place

Suite 200

Rocky Hill, CT


860-986-7234 (Voicemail) 
860-899-1097 (Videophone) 
913-523-0802 (Fax)

© 2020

Vermont Telecommunications Relay Service is provided by Sprint

FEDERAL LAW PROHIBITS ANYONE BUT REGISTERED USERS WITH HEARING LOSS FROM USING INTERNET PROTOCOL (IP) CAPTIONED TELEPHONES WITH THE CAPTIONS TURNED ON. IP Captioned Telephone Service may use a live operator. The operator generates captions of what the other party to the call says. These captions are then sent to your phone. There is a cost for each minute of captions generated, paid from a federally administered fund. No cost is passed on to the CapTel user for using the service.