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Hello, I’m Nathan, and I’ll be assisting you today. My livelihood depends on your positive feedback, so your satisfaction is my highest priority.
Sorry to hear you’re having trouble, Marie.
Which model phone do you have?
Is your phone connected to wifi, or to ethernet?
Your phone has to be connected to something, the captions don't come through the phone, only the voice does from the person you are calling, the captions are relayed through an internet connection, and if that connection is disrupted or disconnected, then the caption feature will cease to work.
You need to look on the back/bottom of the phone for the model number typically.