Accessibility - access for all

Our products and services are for everyone

We’re here to make life simpler if you’re hard of hearing, have difficulty seeing or speaking, or find it tricky to handle a mobile or home phone.

Telephone Fault Priority

If you depend on your home phone for medical reasons, you could be eligible for the Fault Priority service.

This gives you priority support if a fault has put your home phone line out of action, or made it difficult to make or receive calls from your home phone.

To register for Fault Priority, just call us on 0333 304 3222 (standard call charges apply).

Choose a friend to manage your account

Our Protected Service scheme can help you manage your account if something unexpected happens (such as having to spend time in hospital at short notice).

Under this scheme, you can choose a friend or family member to do things like paying your bill or contacting us if other issues need sorting out. To set it up, just call us on 0333 304 3222 (standard call charges apply).

Please note that the person you choose must agree to this arrangement and understand what it involves. They’ll also need to know that their details will be given to us and that we might contact them about your account in the future.

What happens if a bill isn’t paid?

If your friend or family member doesn’t pay your bill on time on your behalf, we'll ask you to remind them. Then, if it still hasn’t been paid after 30 days, we'll get in touch with them to arrange for a payment to be made. Please be aware that you’ll ultimately be responsible for the payment of your bill.

If you can't pay your bill, you can agree a payment plan to clear any outstanding amounts by calling us on 0333 304 3222 (standard call charges apply).

Please be aware, though, that if this happens we may need to downgrade, suspend or stop your services.

Our accessibility team can also help you find the products and services that meet your individual needs. You can get in touch with them on 0333 304 3222 (standard call charges apply).