Trouble Dialing 2-1-1?

Can’t dial 2-1-1?


2-1-1 Calls from Cell Phones

2-1-1 is accessible for callers with Verizon Wireless, T-Mobile, Cellular One, Virgin, Sprint/Nextel and Cingular cell phone service. If you experience a problem connecting to 2-1-1 call your cell phone company customer service office to notify them and call our toll-free number at (800) 899-1479 to obtain assistance.


2-1-1 Calls from Work: Agencies, Government entities and Companies

If you are unable to access 2-1-1 from your work phone talk with your technical department or the person responsible for telephone administration to request 2-1-1 dialing access. 2-1-1 is a new dialing code so phone systems at agencies, government entities and companies will have to change the permissions in the phone system to allow employees to dial 2-1-1. If you need further assistance contact the 2-1-1 technical department at (914) 993-3710 or e-mail


2-1-1 Calls from Home

If you are unable to access 2-1-1 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.


2-1-1 Calls from Cable/Broadband Phones

Cable and Broadband phones use a unique type of technology that makes it difficult to connect to services such as 211, 411 and 911.  This is because the nature of the technology allows the call to be routed anywhere the service exists.  If you dial 211 in NY, you might be routed to LA, or Florida.  In most cases you provider will provide you with the service, but you must call the provider and request dedicated tracing and routing of your service to the appropriate call center.


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. If you are unable to connect to 2-1-1 using a payphone please write down the number of the payphone and send contact our technical department at (914) 993-3710 or e-mail us here so we can resolve the problem. In the meantime please call our toll free number at (800) 899-1479 when you need assistance, where you can also report the problem.


Although neither the Federal Communication Commission nor the State Utilities Commission mandated a price for 211 calls dialed from payphones, they did urge all payphone operators to recognize that 2-1-1 calls are, in many cases, an alternative to 9-1-1 calls, and asked that payphone providers refrain from charging callers dialing 2-1-1.


The above information will be updated as additional phone company access is achieved.