What providers are required to do
Federal communications law requires that telecommunications and advanced communications services, and the equipment used to access them, are accessible to people with disabilities where it is achievable. In television specifically, there are long-standing requirements around closed captioning, and requirements that on-screen menus and programme guides are usable by people who are blind or visually impaired.
In practice this means accessible set-top box interfaces, captioning that works reliably, and support staff able to help with accessibility features. Where a provider falls short, the FCC operates a complaints process specifically for accessibility issues.
This page describes the general shape of these protections. It is not legal advice; a disability rights organisation or the FCC's disability rights office can advise on a specific situation.
Equipment and features to ask for
Talking guides
Set-top boxes that read the programme guide and menus aloud, for customers who are blind or have low vision. Usually available on request at no extra charge.
Voice remotes
Changing channels and searching by voice, which helps with both vision and dexterity limitations.
Captioning controls
Captions on all programming required to carry them, with adjustable size, colour and background.
Audio description
A narrated description of on-screen action, carried on a secondary audio track for a required amount of programming.
Relay services
Nationwide relay for customers who are deaf, hard of hearing or have a speech disability, including video relay.
Accessible billing
Bills in large print, Braille or accessible electronic formats, on request.
Financial help
- Lifeline, the federal discount on phone or internet, for which many households receiving disability-related benefits qualify.
- Provider low-cost plans, where receipt of SSI, Medicaid or similar benefits is a common qualifying route.
- State equipment distribution programmes, which supply specialised telephone and communication equipment, often free.
- Waived installation fees, which some providers extend to customers requiring accessibility-related setup.
Supplemental Security Income and Medicaid are among the most common qualifying routes for the federal and provider programmes, so if you receive either it is worth checking both.
Getting through to the right people
- 1 Ask to be transferred to the accessibility or disability support team.
- 2 Describe what you need to be able to do, rather than naming a product — they will know the options.
- 3 Ask for confirmation in an accessible format you can keep.
- 4 If you are not getting anywhere, ask for the complaint to be escalated and note the reference.
- 5 If it is still unresolved, the FCC accepts accessibility complaints directly.