Tried calling NY unemployment for a week - has anyone gotten through to an agent?

Same boat here. Been trying for 5 days, probably called over 100 times. I've tried calling right when they open at 8am, midday around 2pm, and close to closing time. Always the same result - either immediate disconnect or placed in a queue that eventually times out. The system is totally broken.

OMG this is literally the story of my life right now!! I've been calling for TWO WEEKS straight and haven't spoken to a single human being. So frustrating!!!

I finally got through last week after trying for about 9 days. Here's what worked for me: 1. Call exactly at 8:00am (not 8:01, not 7:59) 2. If you get the automated system, listen for the menu option about existing claims (I think it's option 2) 3. When asked for your PIN, enter it VERY slowly 4. If it asks more questions, answer them all, even if they seem irrelevant 5. When you finally get placed in a queue, the wait time estimate was about 45 minutes for me, but it took closer to 2 hours Stay patient and keep trying this method. The key is hitting them right when the phones open.

Listen guys, I work in customer service (not for unemployment) and their phone systems are DESIGNED to make it hard to reach someone. It's not an accident. The system is intentionally understaffed and the phone trees are meant to frustrate you into giving up. I know that sounds cynical but it's the reality of how these government systems work in 2025.

i got through yesterday actually. took me about 12 calls. secret is to call at weird times, not when everyone else is calling. try like 3:15pm on a thursday. worked for me

This might sound crazy but I swear it works... when you call, don't select the options for existing claims. Instead choose the option for new claims or general information. Those queues are usually shorter and once you get an actual person they can transfer you to the right department. Worked for me last month when I had to fix a payment issue.

After dealing with this exact same nightmare for almost two weeks, I finally found a service called Claimyr that got me through to someone in about 30 minutes. It's a service that basically waits on hold for you and calls you when an agent is available. Saved me hours of frustration. Check out their demo video if you're curious: https://youtu.be/Rdqa1gKtxuE or their site claimyr.com. Honestly wish I'd known about it sooner.

I actually had some luck with the callback feature on their website. Go to the NY unemployment website, find their contact section, and there's an option to request a callback. I filled it out last Thursday, got a call back on Tuesday. Not immediate but at least I didn't have to sit on hold forever.

One more thing that helped me - be very specific about your issue when you do get through. I had much better luck when I immediately told the agent "I need help with a pending payment from April 3rd, 2025 that shows as held due to an employment verification issue" versus just saying "my payment is late." The more specific you are, the faster they can help and the less likely you'll get transferred around.

my cousin who works for the state (not unemployment tho) said that thursdays are actually the best day to call because that's when they have the most staff on phones. just sharing in case it helps anyone!!

I know this doesn't help with your immediate problem, but have you tried contacting your state representative? I was having similar issues last year and contacted my assemblyman's office. His staff has direct contacts at the unemployment office and got my issue resolved within 48 hours after I'd been trying for weeks on my own.

anyone else notice how the system always seems to crash right around when benefits are supposed to be paid? feels like its not a coincidence...

Update from my experience: I just called again today (been about 10 days since my last successful call), and it seems like they've added more staff. Only waited about 40 minutes this time. So maybe the situation is improving? Try again with some of the tips shared here - calling right at opening time, being very specific about your issue, etc.