NY unemployment customer service unreachable for 3 weeks - what's the secret to getting through?

I got through last week but it took persistence. Try calling at 8:02am exactly (not 8:00, not 8:05). The system seems to have less traffic at that specific time. Also, when you reach the main menu, press 1, then 6, then 1 again, then 4. This bypasses some of the standard routing and gets you to a queue for claim specialists rather than general inquiries. Hope this helps!

Thank you! I'll try that exact sequence tomorrow morning. Did you have to wait on hold long after getting into the queue?

The NYSDOL phone system is a nightmare by design. I spent 5 weeks trying to get through and eventually gave up calling entirely. What worked for me was using Claimyr (claimyr.com). It's a service that basically calls for you and gets you in the queue, then calls you when an agent is available. They have a video demo that explains how it works: https://youtu.be/Rdqa1gKtxuE \n\nI was skeptical at first but it actually worked - got me through to an agent in about an hour after weeks of failed attempts. My claim issue was resolved that same day.

I've seen this recommended before but wasn't sure if it was legit. Does it really work? The website looks kinda basic. How much did it cost?

It definitely worked for me. I don't remember exactly what I paid but it was worth every penny to get my claim unstuck after more than a month of frustration. The website is simple but the service does what it promises.

The unemployment system here is GARBAGE!!!! I've been trying to reach someone for 5 weeks. FIVE WEEKS!!! And I'm still getting automated messages and hangups. They take our tax money but can't even answer a damn phone!!!! This is why I hate NY sometimes, everything about government here is broken and nobody cares!!!

While I understand your frustration, this isn't particularly helpful to OP's question. Let's try to offer constructive solutions instead of just venting.

Sorry but after 5 weeks of this nonsense I'm beyond frustrated. But you're right. @OP - try the callback feature on the website. It doesn't always work but it's better than nothing.

im in the same situation rn. been waiting since march 24 and cant get anyone on the phone. my rent is due tomorrow and i literally have $6 in my account. this is crazy they expect us to just wait forever? has anyone had their claim resolved WITHOUT talking to anyone on the phone? like will it eventually just get processed?

Some claims do eventually process without phone contact, but if there's any kind of issue or flag on your account, it usually requires speaking with someone. For immediate financial help while you wait, contact your local Department of Social Services about emergency assistance programs. They can sometimes provide temporary help with rent and utilities.

For anyone struggling to reach an agent, here's my comprehensive guide based on my experience as a former call center worker (not for NYSDOL specifically):\n\n1. Call EXACTLY at 8:01am - not 8:00 (when everyone calls) and not later than 8:05\n\n2. If you get the automated system, listen carefully to ALL options before selecting. The menu options occasionally change.\n\n3. Have your documentation ready: NY.gov ID, PIN, claim confirmation number, and any correspondence reference numbers\n\n4. Be persistent but strategic - calling 50 times in one hour is less effective than calling at strategic times (8:01am, 10:15am, 2:30pm, and 4:25pm tend to be shift changes or lunch returns)\n\n5. If you have a complex issue, try to get transferred to a Tier 2 specialist by politely explaining that your issue requires specialized assistance\n\n6. Use the online message system in addition to calling - sometimes different departments monitor different communication channels\n\n7. Document everything: dates/times you called, who you spoke with, reference numbers, etc.\n\nHope this helps someone!

This is solid advice. Especially the part about calling at shift changes. Many call centers have brief windows when agents are logging in or switching shifts where the queue temporarily shortens.

Thank you for these detailed tips! I'm going to implement all of these strategies. Have you found that certain days of the week are better than others?

In my experience, Tuesdays and Wednesdays tend to be slightly better. Mondays are usually the worst because of weekend backlogs, and Fridays often have reduced staffing as people take long weekends. Mid-week is your best bet!

Have you tried the automated callback option? It's buried in their phone menu but I think it's option 2, then 5 at some point. I requested a callback last month and while it took 3 days, they did eventually call me back. Just make sure your phone accepts calls from unknown/blocked numbers or you might miss it.

I can't even get far enough in the menu to reach that option! It hangs up on me after saying they're experiencing high call volume. But I'll keep trying to get to that callback option, thanks for the tip.

my cousin works for a different state agency (not unemployment) and she says they're SUPER understaffed right now. like they lost half their call center people after the pandemic and never replaced them all. so thats why its impossible to get thru. not that it helps us but at least explains why its so bad lol

that makes sense but they should hire more people!! we cant pay our bills while waiting for them to figure their staffing out 😡

Quick update on my earlier comment - I just helped my brother with his claim last week, and it seems the phone tree options have changed slightly. The new path that worked was: call at 8:02am, then press 1, then 2, wait for the next menu, then 3, then 1. He got through after about a 45-minute wait.\n\nAlso, make sure to file your weekly certifications even while your claim is pending. Once they resolve whatever issue is holding things up, they'll release all your back payments at once, but only if you've been doing your weekly certifications.

Thank you for the update! I've been filing my weekly certifications religiously even though nothing is being paid out. I'll try your new number sequence tomorrow morning.

Just wanted to check back - did you have any luck getting through? If not, seriously consider the Claimyr option I mentioned. After I posted yesterday, another friend used it and got through in about 40 minutes. Seems like more people are discovering it as a workaround to the impossible phone system.

I tried all the suggestions here with no luck. Even tried the exact sequences and times people recommended. I'm going to check out that Claimyr service today - at this point I'll try anything to get this resolved. Thanks for following up!

I had the same issue back in January and what finally worked was contacting my state assembly member's office. They have dedicated liasons with the unemployment office and can often get things moving. Google your district and call their constituent services line. My claim was fixed within 3 days after 6 weeks of getting nowhere on my own.

That's a great idea! I hadn't even thought about contacting my representative. I'll look up who represents my district and reach out to them today. Thank you!

No problem! Ask specifically for their

UPDATE: Success at last! After trying literally everything suggested here with no luck, I ended up using the Claimyr service that a couple people recommended. It worked exactly as described - they got me in the queue and called me when an agent was available (took about 50 minutes).\n\nThe agent was actually really helpful and fixed my claim on the spot. Apparently there was an identity verification flag that needed to be cleared. My pending payments should be released within 3 business days.\n\nJust wanted to update in case others are in the same situation. Thanks everyone for all your help and suggestions!

thanks for sharing! im going to try this too. congrats on getting your issue fixed!!

Glad to hear you got it resolved! This is a good reminder that persistence pays off when dealing with unemployment issues. And it's always a good idea to explore multiple avenues when you're stuck.