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Equipment FAQ


Telecommunications Access Program General FAQ

Click on a question below to see the answer.

Is there any assistance for getting a telephone line?

Yes, the Lifeline Program may be able to assist you.

The Lifeline program was designed to preserve and promote telephone services to qualified low-income households. The program provides a monthly discount on local service, which can be either LANDLINE or WIRELESS service. The combined federal and state discount in Kentucky is up to $12.75 per month.

Lifeline brochure

What if I don't know which equipment to apply for?

You can apply for the specialized telecommunications equipment (STE) that will best enable you to use the telephone. You must choose your STE carefully as equipment CANNOT be exchanged once it is distributed. If you are unsure which piece of equipment will benefit you most, consult your certified professional to discuss all options.

After I mail or drop off my application, what happens?

The KCDHH Telecommunications Access Program (TAP) staff will review your application in the order it was received. The information on the application will be verified and a determination reached as to:

  • Whether the application is complete
  • If all required verification is included
  • If the eligibility requirements are met


If information is missing from your application, you will receive a letter explaining what is missing. This will cause a delay in the approval of your application.

You will be notified in writing within sixty (60) calendar days or receipt of your application, whether your application has been approved or denied, or additional information is needed.

Approved applicants can expect to receive the equipment directly from the vendor. The equipment is delivered free of charge to the participant's home via UPS or Fed Ex. Training can be provided upon request.

What if the equipment needs repair?

Equipment distributed by the Telecommunications Access Program (TAP) has a four (4) year warranty with the company that provided your equipment. If you are still a resident of Kentucky, repair and maintenance not caused by consumer misuse or abuse is covered by the warranty. If the equipment you received from the program has been damaged, contact us and report the damage and you will be given instructions on how to obtain repairs. DO NOT ATTEMPT TO REPAIR THE EQUIPMENT YOURSELF as this voids the warranty.

When can I apply again?

If you receive equipment from the Telecommunications Access Program (TAP) you are eligible to apply again if:

  1. Equipment was stolen and you filed a police report within thirty (30) days of the theft and notified KCDHH within ten (10) days of filing the police report.
  2. Equipment was destroyed in a natural disaster (verification required).
  3. Equipment is more than four (4) years old and is obsolete or no longer functional (verification required).
  4. Disability status has changed, such as vision or hearing deterioration (professional re-certification required).
  5. Equipment is no longer appropriate for your disability and a more appropriate device is available through this program. (KCDHH makes this determination)

Since equipment is provided on a first-come, first-served basis, first time applicants are given priority over reapplicants when program funds are low. Replacement equipment may be issued to consumers who have previously received equipment through this program and reapply, if funds are available.

What if I don't qualify for equipment?

If you are not eligible for equipment through the program you can purchase equipment from one of the many vendors available nationwide or you could be eligible for a low interest loan from the Kentucky Assistive Technology Loan Corporation (KATLC). Another possible resource you may want to look into is Kentucky Assistive Technology Service (KATS).

How do I contact the vendor about an issue I am having with my CapTel phone?

CapTel phone users experiencing issues with their device are encouraged to contact CapTel first, using one of the following means (Tell them you are a Kentucky TAP consumer when you contact them):

  • Phone: 1-888-269-7477 (V/TTY/CapTel) Available 24/7 daily except on major holidays
  • Online Chat: www.captel.com/support/customer-service/
  • Email: CapTel@CapTel.com
  • FAX: 1-608-204-6167
  • En Espanol: 1-866-670-9134
  • U.S. Mail:
          Attn: CapTel Customer Service
          450 Science Drive
          Madison, WI 53711

As a reminder, CapTel 800/800i users have one-touch access to Customer Support. They simply press the blue CUST SERV button on their CapTel phone to be immediately connected to a helpful Customer Service representative.


Frequently Asked Questions about iPhones

1. How do I activate my device?

   • The iPhone comes to you already set up with apps. The iPhone does NOT have a SIM card. You will have to go to a cellular service provider to obtain a SIM card and set up a plan with them.

2. Will the iPhone come with a service plan?

   • No, you can go to any cellular service provider to purchase one. You will have to pay monthly for your own service plan.

3. Can I change my service plan or phone number once I get my device?

   • Your phone does not come with an assigned phone number. You can add the device to your existing cellular plan and use your current cell phone number or have one assigned to you. If you do not have a plan, you can choose any cellular provider or prepaid cellphone provider you want and set up your plan.

4. Will I be responsible for my monthly service plan?

   • Yes, you can choose the plan that best suits your budget.

5. Will cellular service providers do a credit check?

   • If you do not already have a service plan, you may have to have a credit check.

6. How do I use the Apple Id and password provided with my iPhone?

Teltex has created an Apple ID and password for you. Be sure to keep the information that came in your box. You can use this to make FaceTime calls, use iMessage, download free apps and update your pre-installed apps that came on the iPhone. We encourage you to create your own Apple ID and password. This will allow you to:

  • Purchase non-free apps
  • Personalize FaceTime
  • Personalize iMessage

For simple instructions on how to create an Apple ID and password, please see the following video: https://www.iaccessibility.com/videos/general-accessibility/index.cgi/video?ID=107. This video shows step-by-step instructions in ASL, English with captions.

If you already have your own Apple ID, please click the following link for the video on how to add your Apple ID to iTunes and App Store:


How to add an Apple ID to iMessage and FaceTime:


7. Does Mobile Captel use minutes and data?

   • Yes. When using any Mobile CapTel app the voice portion of the call uses minutes and the caption portion of the call uses data.

8. Can I transfer my old SIM card from another phone to my iPhone?

   • Check with your cellular service provider.

9. Will my iPhone have a warranty?

   • Yes, your new iPhone will come with a two year warranty. If you drop it in water or break it, it is not covered by the warranty and you are responsible for any repair charges. If the iPhone has a malfunction or if there is a software issue with your iPhone, the warranty will cover repairs for up to two years. If you lose your equipment, your iPhone will not be replaced.

10. If I want to download any apps, will I be responsible for paying the app fees?

   • Yes, you are responsible for paying any costs for adding non-free apps to your iPhone.

YOU MUST REPORT ANY ADDRESS CHANGES IMMEDIATELY so the iPhone can be delivered to you at the correct address.