Frequently Asked Questions – T-Mobile IP Relay

Who can use T-Mobile IP Relay products?

T-Mobile IP Relay products are designed for people who are Deaf, Hard-of-Hearing, DeafBlind or have a Speech Disability who wish to communicate with hearing callers from anywhere in the US or its territories using computer (web) or mobile devices.  FEDERAL LAW PROHIBITS the use of IP Relay Service by anyone other than REGISTERED users.  Note:  All calls are strictly confidential and no records of any conversations are maintained by T-Mobile.

Is registration required?

Yes, registration is required.  In order to comply with FCC requirements, identity verification must be completed before a 10-digit phone number can be assigned to an IP Relay user.

What is a Relay Operator?

A relay operator:

  • Delivers a confidential, transparent link between an IP Relay and hearing caller and is not part of the conversation
  • Must type everything heard from the hearing caller, including background noises to the IP Relay caller
  • Must voice the conversation by reading aloud everything typed by the IP Relay caller, including what is typed in parentheses to the hearing caller.

Will I be able to save and print my conversation?

Yes, the T-Mobile.com/iprelay (web application) and mobile application includes the functionality to copy and email conversations.  You may then print your conversation.

Can I use IP Relay on a conference call?

 Yes, IP Relay may be used for conference calls when there are more than two callers.  One caller must set up the conference bridge or web conferencing platform and provide the dial-in number to all participants, including the IP Relay user.  The IP Relay user opens the IP Relay app and dials the conference bridge or web conferencing audio phone number.  Once connected to the Relay Operator, the IP Relay user provides the access number for the Relay Operator to join the call.  The IP Relay user may ask the other callers on the call to identify who is speaking for the Relay Operator to type everything heard.

Why can’t I save my conversation on the T-Mobile IP Relay website?

At the end of your conversation, there are three options:   Copy, Email or Done. 

  1. Click “Copy” and then paste into a document like Notepad or MS Word.
  2. Click “Email” and send to your preferred email address.  This method uses the default email application setup on the computer being used.
  3. Click “Done” to make another call or return to the “Make or Receive a Call” screen.

What does “END” mean after I finish my call?

IP Relay users may make subsequent calls and no need to disconnect with Relay Operator.  By clicking “End”, the IP caller will disconnect from Relay Operator.  An IP Relay user is given three options: “Copy”, “Email” or “Done”.  Conversation will not be deleted until one option is selected.  “Done” will delete the conversation and return the user to “Make or Receive a Call” screen.

Why can’t I change my font size and background color options for my conversation?

Web:  Window Preferences will magnify the font size or CTRL + will increase the entire website font size.  Display settings will change the background color and font color.

Mobile App:  Mobile device users can go to the iOS or Android accessibility features to update font size, bold text or invert colors.

What if I don’t like the scrolling?

Depending on the resolution of your computer display, you may want to try different Display settings and zoom levels.  Most people will find setting the Display Setting to "small" and the Window Preferences text size to 200% magnification helps eliminate scrolling and keeps the conversation text on the conversation screen. 

Users can also adjust the zoom level of the website in their browser by using CTRL (+) to increase and CTRL (–) to decrease the size of the website. 

How do I get IP Relay services?

There are two options to register for the IP Relay service.

  1. T-Mobile.com/iprelay allows you to register and complete identity verification to access the web or mobile application for IP Relay.

  2. The IP Relay mobile app through the Google PlayStore or Apple AppStore allows you to complete registration and identity verification through the app.

Can I have just one IP Relay 10-digit number to access either T-Mobile.com/iprelay or mobile app?

Yes.  Once registration is complete, a IP Relay 10-digit is assigned.  Only one IP Relay 10-digit number is needed for the web or mobile app.  Simply use the same username and password to login to either T-Mobile.com/iprelay or the mobile app to place an IP Relay call.

Customers may also obtain registration information in an alternative readable format by sending an email to iprelay@t-mobile.com.

Why am I not able to read my conversation using my braille display?

For iOS device users, the Speech hints settings may significantly interrupt your reading performance on your braille display especially using IP Relay. To eliminate speech hints interruptions, here are the step-by-step instructions to follow:

  1. Tap on settings app on any of your iOS Apple devices

  2. Tap on General button

  3. Tap on Accessibility button

  4. Tap on Voiceover on button

  5. Tap on Verbosity button

  6. You read “Speech Hints On”

  7. Tap “Speech Hints to toggle to Off

  8. Close the settings app and go to home screen

  9. Tap on Sprint IP Relay and make or receive all calls.

Does IP Relay work with Braille displays and is it accessible to Deaf-Blind users?

Yes, IP Relay works with Braille displays.  T-Mobile continues to work with the DeafBlind community to ensure that equipment/software is compatible with IP Relay. Please feel free to share your input on how to continue to enhance the DeafBlind user experience by contacting iprelay@t-mobile.com.

How can I set my own transmission speed that I receive from the Relay Operator?

You have control of setting your own text transmission speed that you receive from the Relay Operator by going to Sprintip.com, login with your username and profile, click Customer Profile, Call Preferences, Agent Typing Speed and select your preferred words per minute.  The Relay Operator will have the ability to increase or decrease your transmission speed by 5 WPM.

Can I place 911 call using IP Relay products?

Yes, you can. Although IP Relay can be used for emergency calling, such emergency calling may not function the same as traditional 911/E911 services. By using IP Relay for emergency calling, you agree that Sprint is not responsible for any damages resulting from errors, defects, malfunctions, interruptions or failures in accessing or attempting to access emergency services through IP Relay; whether caused by negligence of T-Mobile or otherwise.

What equipment do I need to access IP Relay?

A T-Mobile IP Relay user needs the following:

  • Internet connection (Wi-Fi or wireless network*, etc.) *Data and standard message rates may apply.

  • Major Internet browser (i.e. Microsoft Edge, Firefox, Google Chrome, Safari) that are supported by the manufacturer.

  • Equipment - computer, laptop, tablet or mobile device (Android OS 6.0 or higher or iOS 11 or higher)

How do I receive calls from my hearing callers via the mobile app and/or computer?

A hearing caller dials your IP Relay 10-digit number and connects to a Relay agent to complete the call.  If you are not available, the Relay Agent will ask the hearing caller if they would like to leave a Text Mail message.  The Relay Agent can send an email message from the hearing caller to the IP Relay user’s email address located in their profile.

Why am I receiving a notification asking if I want to keep my IP Relay 10-digit number?

T-Mobile understands that there may no longer be a need for using IP Relay.  If IP Relay is not used for a six-month period, you may receive a notification asking if you would like to keep your IP Relay 10-digit number which requires your response.  By responding “Yes”, your number will be secured.  Please keep in mind that you will continue to receive notification if IP Relay is not used.

Can an IP Relay user customize preferences for future calls?

Yes. Preferences may be stored, such as customer notes, emergency location information and frequently dialed numbers by logging into T-Mobile.com/iprelay and click on Customer Profile to update your Call Preferences.

Do you offer IP Relay in Spanish?

Yes, we offer Spanish to Spanish services through T-Mobile.com/iprelay and the IP Relay mobile app.  Translation services are not available.  The mobile app is also available in Spanish.

Can I place an international call?

No. Per FCC regulations, international calls are not allowed via IP Relay products. International calls will either be blocked or terminated.

Why am I receiving robo/scam calls through my IP Relay phone number?

Unfortunately, there is an increase in robo/scam calls throughout the U.S. that are also impacting IP Relay callers. There are couple of actions you may take:

  1. Visit the National Do Not Call Registry which may help deter some calls.
  2. Another resource for information is an FCC link to reporting robcalls: https://www.fcc.gov/consumers/guides/stop-unwanted-robocalls-and-texts.

I want to share my feedback, how can I do this?

IP Relay welcomes your comments and feedback. Please email Accessibility Care at iprelay@t-mobile.com. 

To learn more about the IP Relay web application or IP Relay mobile app: Tmobileaccess.com/iprelay