Frequently Asked Questions

Q. How do I get help?

A. If you need help, just say, "Help" or "What are my choices?" at any time to hear your options for the current menu. To return to a previous menu, say, "Go back." To start over, say "Main Menu."

Q. How do I give my feedback on the 511 service?

A. The best way to give feedback when you are using the web site is to use the suggestions form. On the phone you can give feedback by pressing "77" at any time during your call, and the 511 system will prompt you to leave a recorded message. Also, we will periodically offer phone and web surveys on the system as a way to get feedback.

Q. How do I use the system if I am hearing-impaired?

A. Hearing-impaired callers can dial 711 and access all of the 511 transportation information. 711 is the national three-digit number for access to Telecommunication Relay Services (TRS). Callers dial 711 and ask the operator to connect them to the 511 service. Once connected, the 711 operator acts as a go-between, relaying callers’ requests for travel information to the 511 system and then providing system responses back to the callers.

Q. How do I use the system if I am speech-impaired?

A. Speech-impaired callers can use the touch-tone back-up system to access all of the 511 transportation information. To use touch-tone selections just press "0" at each menu. The system will list the menu options with a corresponding number. You simply press the number that matches your choice. Every time you reach a new menu or choice, you must press zero to hear the touch-tone options, but once you’ve learned the touch-tones, there is no need to press zero to hear the list of choices; just enter your selection. The number to enter will correspond to the order that the menu options are presented. For example, if you are listening to the Traffic menu and want to use driving times, you will hear it listed as the second item. Therefore, by pressing "2" you will gain access to driving times. The only time this will not work is where we have long lists such as with a list of cities in Traffic Conditions. These lists begin at 10 as opposed to one. Therefore, to access traffic conditions for Alpine (the first item in the long list) in Cites for Traffic Conditions, press "10."

Q. What if the system is busy when I call?

A. The system may be experiencing an unusually high volume of calls when you called, so the best advice is simply to call back. We are monitoring call volumes, and if we need to increase system capacity, we will do so.

Q. Why do I not reach the 511 System when I dial 511?

A. There are two main reasons why you might not reach the 511 System when dialing it.

1. Your telephone company currently does not provide access to 511. SANDAG has diligently worked on providing 511 on all local phone services. We currently provide 511 access for a great majority of San Diego County through an agreement with AT&T California. The wireless providers that support 511 are AT&T Wireless/Cingular, Nextel, Sprint, T-Mobile, and Verizon Wireless.
   If you do not see your telephone provider listed above, please call or write your vendor and ask when they will be implementing 511. Also, please contact SANDAG with the name of your vendor in order to help us to become aware of your situation and allow us to lend support, if possible.

2. You are calling from a centralized phone system such as a Private Business Exchange (PBX). PBXs are systems that allow for four-digit calling within your business. SANDAG wants to ensure that you and your colleagues will enjoy access to 511. Therefore, you may need to take a few simple steps to program your PBX to allow for 511 calling. If you need assistance with any programming questions, please call your PBX vendor.