Impossible to reach NY unemployment claim specialists - phone system constantly saying 'high call volume'

Unfortunately this is pretty normal with NY unemployment. Their phone system is completely overwhelmed. I found that calling right when they open at 8am gives you the best chance, but even then it's tough. Try calling exactly at 8:00:00 - not 8:01, not 7:59. Also, Wednesdays and Thursdays seem slightly better than Mondays.

im in the same boat, called 23 times yesterday got hung up on EVERY TIME!!! system is garbage

The NYSDOL phone system has been this way for years, but it's gotten worse since 2025 started. Here's what I'd recommend: 1. Use the message system on your online account first - sometimes they'll call YOU back within 48 hours 2. If you must call, use the automated system to check your claim status first, then when prompted if you need other help, select yes 3. Have your NY.gov ID, PIN, and last 4 of SSN ready so you don't waste time if you get through Also, be very specific about what you need when you do reach someone. The first person you reach is rarely a specialist and will need to transfer you.

After battling with the same issue for TWO WEEKS, I finally got through to a real person using Claimyr (claimyr.com). It's a service that basically calls for you and secures your place in line, then calls you when an agent is available. Saved me hours of redial hell. They have a video demo showing how it works: https://youtu.be/Rdqa1gKtxuE It was the only way I could finally get my backpay issue resolved. The NYSDOL really needs to fix their phone system, but until then, this was a lifesaver for me.

The high call volume message is THE WORST THING EVER!!!!! I think they just use it as an excuse to not hire enough people. I mean, if EVERYONE is always getting the high volume message, then maybe, just maybe... YOU DON'T HAVE ENOUGH STAFF??? I finally got through last month by calling at 8am EXACTLY, hanging up immediately if I got the high volume message, and redailing. Took 43 attempts but finally got put on hold instead of disconnected. Then waited 1.5 hours. The system is BROKEN. BTW once you do get through, ask them to put notes on your account. That way if you get disconnected after waiting, you can reference the notes when you finally get through again.

hav u tried the website live chat? sometimes u can get help there faster than phone

You know what's crazy? I called yesterday and actually got through after only 5 tries! But then the agent I spoke with couldn't even help me and had to transfer me... and guess what? I got disconnected during the transfer. 🤦‍♀️ It's like they're intentionally trying to make this as painful as possible.

Just to follow up on my earlier comment - avoiding Mondays is really crucial. Their call volume is highest on Mondays (everyone who had issues over the weekend calls then). Wednesdays around 2-3pm has worked for me a couple times. Also, check if your issue is something that can be resolved through your assemblyperson's office. They often have direct lines to NYSDOL liaisons who can help with claims issues. It takes a bit longer but it's another avenue if you keep getting disconnected.

Apparently they're 'upgrading their phone system' in 2025 but they've been saying that for YEARS and nothing ever changes! I had to call 31 times in one day last month. THIRTY-ONE TIMES! Oh and here's another thing that drives me CRAZY - when you finally get through to a person after days of trying, and they say "we sent you a letter explaining this on March 15th" but you NEVER GOT ANY LETTER. How convenient for them! 🤬

Just wanted to update everyone - I finally got my issue resolved! After trying everything (early morning calls, message system, the whole works), I used Claimyr and got through to someone who could actually help. Turns out my issue was just a simple verification flag that needed to be removed. Two minute fix after two weeks of stress! Whatever method you use, don't give up. Eventually you'll get through to someone who can help.