We pride ourselves in providing additional help for those who need it, so that all of our customers can make the most of their phone and broadband services. You can find all the information you need below on the different services we offer. You can also read our vulnerable customer policy.
Directory enquiries for the visually impaired (phone only)
If you have trouble with sight or visual impairment, we provide a free directory enquiries service. To register call 0800 587 0195. Once registered all you have to do is dial 195 and let us do the number searching for you.
Text relay for deaf and speech impaired
We provide access to a nationally available text relay service for people with hearing or speech impairments. This provides a service that can translate text to speech and speech to text, meaning you can keep using your phone.
Priority fault repair service
Keeping you connected is our top priority. But if you do experience a fault that requires urgent repair, we’ll always make sure to get your phone and broadband services working as soon as possible.
Third party bill management
If you feel you can’t manage your account online and have to use your telephone, our safeguard scheme allows you to choose someone you trust to help and support all your bill management needs.
Bills and contracts for the blind or visually impaired
If you’re blind or have sight loss, we provide a number of ways for you to receive your bills and contracts. We can print them in larger format or Braille, or send you audio bills on a CD. You can also choose a friend, family member or carer to receive bills on your behalf.
Our SignVideo service lets you to talk securely about your phone and broadband using British Sign Language (BSL). You can place a video call to a BSL interpreter, to discuss anything relating to your account. The interpreter will then relay your call to us.
If you want to arrange extra support or services, you can call Careline on 0800 622 838. We offer a wide range of services including help when managing your bills. If you're a text telephone user, you can also use our textline on 0800 622 839.