Common Problems with Connecting to 2-1-1

2-1-1 Calls from a Cell Phone

Currently, 2-1-1 is accessible for callers with cell phone service providers. There have been a few instances when cell phone providers will upgrade their telecom platforms and you will no longer be able to dial 2-1-1 on your cell phone.

If this is the case, please notify us so we can resolve the problem by contacting the cell phone provider.  This will assist other callers using the same cell phone provider.

2-1-1 Calls from Office or Work

Work Locations such as Agencies, Government Entities & Companies – If you experience a fast busy signal when you dial 2-1-1 from your work phone, talk with your internal technical department at your agency, government entity, or company to request 2-1-1 dialing access. Sometimes agencies, government entities and companies will upgrade their telephone systems they have blocked the 2-1-1 dialing code. If you experience this situation, please ask your internal IT departments to change the permissions in the telephone system to allow employees to dial 211.

2-1-1 Calls from Home

If you are unable to access 211 from home you may be experiencing one of the following situations:

  • Your telephone service provider has not programmed 2-1-1 as part of the service.
  • Access to 2-1-1 has been programmed by the telephone service provider but it is not working properly.
  • Your service is provided through VOIP (Voice Over Internet Protocol) through a cable company.

Some VOIP providers, Vonage for example, give their customers full access to 2-1-1 service. Others, like AT&T U-verse may, only provide access to 2-1-1 upon customer request. They will not accept trouble reports from 2-1-1 on your behalf.  To correct the problem contact your telephone service provider’s repair number to report that you are unable to connect to 2-1-1.

2-1-1 Calls from Payphones

2-1-1 was previously used by payphone providers as a way for callers to receive a refund for money lost while trying to place a call at a payphone.

Some payphone service providers may not have yet programmed calls to route to 2-1-1 TBC.

If you are unable to connect to 2-1-1 using a payphone, please write down the number of the payphone.

If you need further assistance, please fill out the form below to report the problem to 2-1-1 TBC’s Technical Department

Technical Assistance Request for 2-1-1 Calls

Please complete this form if you can't dial 211 from your phone and would like help from us to resolve your problem.