TWC phone wait times hit 3+ hours with no answer - is this normal?

welcome to the texas workforce commission experience lol. 3 hours is actually not that bad, i was on hold for nearly 5 hours last month before getting disconnected!!

The phone lines are completely overwhelmed right now. January always sees a spike in unemployment claims after seasonal holiday jobs end, plus there were those layoffs in the tech sector last month. Your best bet is to file online at ui.texasworkforce.org if your situation is straightforward. The online system walks you through everything and you can complete most claim processes without talking to an agent. Only certain complex situations actually require phone contact.

TWC IS A TOTAL DISASTER!!! Been dealing with them for MONTHS. They claim they're "improving their systems" but the hold times just keep getting LONGER. I got hung up on TWICE yesterday after 2+ hour waits. They don't care about us at all!!

I had the same issue trying to call about my payment request last week. Waited 2 hours, got disconnected, tried again, waited another hour, then gave up. My sister-in-law told me about this service called Claimyr that actually worked for her - it's at claimyr.com and they have a demo video that shows how it works: https://youtu.be/V-IMvH88P1U?si=kNxmh025COIlIzKh. Basically they hold your place in line and call you when an agent is ready to talk. I was skeptical but it actually worked and I got through to TWC in about 45 minutes instead of waiting on hold myself all day.

Extended hold times are unfortunately very common with TWC, especially in January and February. Here are some tips that might help you: 1. Try calling between 7:00-7:30am right when they open 2. Avoid Mondays and Fridays which are their busiest days 3. Use the online portal for everything possible 4. If you need to file a new claim, most can be completed entirely online 5. For your employer address question, use the address where you physically worked, not their new location Also, make sure you're calling the correct number. The Tele-Serv automated line (800-558-8321) is different from the TWC Tele-Center (800-939-6631) where you speak to actual agents.

try calling on wednesday morning at exactly 7:01am that's wen i always call an get thru in like 20 mins tops

Im having the same problem but with my payment request. Been trying to tell them I started part time work but cant get through to report my earnings. Will my benefits stop if I cant reach them??

Update for anyone following this thread: I just checked the TWC website and they've posted a notice about higher than normal call volumes. They're recommending people use the online portal whenever possible and are apparently hiring additional staff to handle the increased volume. So hopefully the situation improves soon.

I've found that using the callback feature on the TWC website can also help avoid those marathon hold times. You can request a callback during less busy hours and they'll call you back when an agent becomes available. It's not perfect but at least you don't have to sit by the phone for hours. Also, if you're filing for the first time, make sure you have all your documents ready beforehand - last employer info, dates of employment, reason for separation, etc. Having everything organized will make the process much faster once you do get through to someone.

I feel your pain - I went through the exact same thing when I first filed last year! The 3+ hour wait times are unfortunately pretty typical, especially right after the holidays when everyone's trying to get their claims sorted out. Here's what I learned from my experience: definitely try the early morning strategy that others mentioned (7-7:30am), but also consider that most initial claims can actually be filed completely online without needing to call at all. The online system at ui.texasworkforce.org has gotten much better and walks you through everything step by step. Since you mentioned being stuck on the employer address question, I'd suggest using the address where you physically worked rather than their new location - that's typically what they're looking for. If you do need to call, keep your W-2s and employment documents handy so you can answer questions quickly. Hang in there, it does get easier once you get past the initial filing!

I've been dealing with TWC for about 6 months now and can confirm that 3+ hour wait times are sadly the new normal. What really helped me was downloading the TWC mobile app - it has some features that aren't obvious on the desktop site, like being able to check your claim status and upload documents without calling. Also, if you're comfortable with it, try using the live chat feature during off-peak hours (usually mid-afternoon on Tuesdays/Wednesdays). The chat agents can handle a lot of the same questions as phone agents but with much shorter wait times. One more tip: if you absolutely must call, try the Spanish language line if you're bilingual - it typically has shorter wait times and the agents are just as helpful. Don't give up, the system is broken but there are ways to work around it!

I'm going through this exact same nightmare right now! Filed my initial claim online but got an issue that requires speaking to an agent, and I've been trying to call for over a week with no luck. The longest I've waited was 4 hours before the system automatically hung up on me - I was so close to tears. What's really frustrating is that my benefit payments are on hold until I can resolve this issue, but I literally cannot get through to anyone to fix it. I've tried calling at different times, different days, and even tried that callback feature someone mentioned but never got called back. At this point I'm wondering if I should just drive to a local workforce office in person, though I'm not even sure if they can help with phone-only issues. This whole system feels designed to make people give up. Thanks for starting this thread though - it helps to know I'm not the only one dealing with this insanity!

I'm in a very similar situation and just wanted to share what finally worked for me after weeks of frustration. Like you, I was getting nowhere with the phone lines - longest wait was about 3.5 hours before I had to hang up. What ended up working was a combination of strategies from this thread: I called at exactly 7:00 AM on a Tuesday (set multiple alarms!), had all my documents organized beforehand, and got through in about 25 minutes. The key was being persistent about that early morning window - it really does make a huge difference. For your employer address issue specifically, the agent I spoke with confirmed you should definitely use the address where you physically worked, not their new relocated address. She said that's a super common question and it won't delay your claim at all once you get that detail sorted out. Also, if you haven't already, try creating your online account even if you can't complete the filing - sometimes having the account set up ahead of time can speed things up when you do get through to someone. Don't lose hope, the system is definitely overwhelmed but you will get through eventually!

I just went through this exact same ordeal last month and wanted to share what finally worked for me after countless failed attempts! Like everyone else mentioned, the early morning strategy is absolutely crucial - I had success calling at 7:02 AM on a Wednesday and got through in about 35 minutes. But here's what really made the difference: I used the auto-redial feature on my phone so I didn't have to keep manually calling back when I got busy signals. Also, make sure you're calling the right number for your specific issue - I was initially calling the general line when I should have been calling the new claims line directly. One thing that hasn't been mentioned yet is that TWC posts their daily call volume estimates on their Twitter account (@TexasWorkforce) around 6:30 AM, so you can get a sense of how busy they expect to be that day. If they're predicting "extremely high volume," it might be worth waiting for the next day if your situation isn't urgent. The whole system is definitely frustrating but don't give up - once you get through that initial hurdle, the rest of the process is much smoother!

I've been through this exact same nightmare and completely understand your frustration! Just went through the TWC gauntlet myself a few weeks ago. Here's what I learned: those 3+ hour waits are unfortunately the new reality, especially in January. What finally worked for me was calling at exactly 7:00 AM on a Wednesday (like @Miguel Castro suggested) - I got through in about 20 minutes versus the hours-long waits at other times. For your employer address question, definitely use where you physically worked, not their new location. Also, if you haven't tried it yet, the TWC mobile app has some features that might help you complete parts of your claim without calling. I know it's incredibly frustrating when you need income and can't even get through to file, but don't give up! The system is broken but persistence does pay off. Set that alarm for 6:55 AM tomorrow and have all your employment documents ready - you've got this!

I completely feel your pain - I just went through this exact same frustrating experience when I lost my job in December! The 3+ hour wait times with no answer are sadly becoming the norm for TWC. What really helped me was combining several strategies from what others have mentioned: I called at exactly 7:00 AM on a Tuesday, used my phone's auto-redial feature, and had all my documents ready beforehand. Got through in about 40 minutes instead of waiting all day. For your employer address question, definitely use the physical location where you worked - I had the same confusion when my company moved offices. Also, don't overlook the online filing option at ui.texasworkforce.org - it's gotten much better and you can handle most standard claims without ever needing to call. The mobile app also has some useful features for checking claim status. I know it's incredibly stressful when you need income and can't even get through to file, but hang in there! The early morning calling strategy really does work, and once you get past this initial hurdle, the rest of the process is much smoother. You've got this!

I'm so sorry you're dealing with this - the 3+ hour wait times are absolutely ridiculous but unfortunately very typical right now. I just filed my claim last week and had the exact same experience. What finally worked for me was calling at exactly 7:00 AM on a Wednesday (set multiple alarms!) and I got through in about 30 minutes instead of hours. Also, for your employer address question, definitely use the address where you physically worked - I had the same confusion and the agent confirmed that's what they need. If you haven't tried it yet, the online portal at ui.texasworkforce.org has actually gotten much better and you might be able to complete your entire claim there without calling at all. I know how stressful it is when you need income and can't even get through to file, but don't give up! The early morning strategy really does work. Have all your employment documents ready beforehand so you can move quickly once you do get through to someone. You've got this!

I'm dealing with this exact same issue right now! Been trying to get through to TWC for the past week with wait times consistently over 2.5 hours. What's really frustrating is that I need to resolve an identity verification issue that's holding up my payments, but I literally cannot reach a human being to fix it. I've tried calling at different times throughout the day with no luck. Based on all the great advice in this thread, I'm going to try the 7:00 AM Wednesday strategy tomorrow - seems like that's the secret weapon everyone's discovered. It's honestly ridiculous that we have to become experts in gaming their phone system just to access benefits we're entitled to, but I appreciate everyone sharing their hard-won knowledge here. This thread gives me hope that persistence will eventually pay off!

I'm going through the exact same thing right now and it's absolutely maddening! I've been unemployed for about 3 weeks and have been trying to get through to TWC for the past 5 days with zero success. My longest wait was 4.5 hours yesterday before I finally gave up when my phone battery died. Reading through all these comments has been incredibly helpful though - I had no idea about the 7:00 AM strategy or that Wednesday mornings are supposedly the best time to call. I'm definitely setting multiple alarms tonight to try the early morning approach tomorrow. It's honestly insane that we have to become strategic experts just to file for unemployment benefits, but I'm grateful for this community sharing all these hard-learned tips. The online portal keeps giving me errors when I try to upload my separation documents, so I really do need to speak with someone. Has anyone had luck with the mobile app being more reliable than the desktop site for document uploads?

I'm in a very similar boat and this thread has been such a relief to find! I've been trying to reach TWC for the past week after being laid off from my retail job. My longest wait was 3.5 hours on Monday before I had to hang up for a work interview (ironically). The early morning strategy everyone's mentioning sounds promising - I'm definitely going to try calling at 7:00 AM tomorrow. One thing I wanted to add that might help others: I discovered that if you have a simple question, sometimes the automated Tele-Serv line (800-558-8321) can actually provide basic claim status information without needing to speak to a live agent. It's not helpful for complex issues, but it might save some people from those brutal hold times if they just need basic info. Thanks to everyone sharing their experiences here - it really helps to know we're not alone in this madness!