Broadband help for disabled customers: your rights

The services Ofcom's consumer guidance says providers must make available to disabled customers, and what you need to do:

Text relay, run in the UK as Relay UK, puts a relay assistant in the middle of a call: they speak your typed words and type the other person's reply back to you. You can use it through the Relay UK app on an iPhone, Android phone, tablet, PC or Mac, or with a textphone (sometimes called a Minicom). The dialling codes:

• 18001 followed by the full number, to call a phone
• 18002 followed by the full number, to call a textphone
• 18000, to reach the emergency services (more on this below)

A Relay UK TextNumber lets people call you through a relay assistant without dialling 18002 first.

What relay calls cost

Relay UK itself is free; you pay only the normal charge for the call. Because relay calls take longer, Ofcom requires providers to offer a special tariff. Ofcom says landline providers generally rebate chargeable relay calls (calls within an unlimited bundle are already zero-rated) and mobile providers generally zero-rate them; directory enquiries, international calls and revenue-sharing numbers typically don't get a rebate. If your calls aren't in a bundle, ask how the rebate works. Text relay isn't available on internet calling apps such as FaceTime and WhatsApp, because Ofcom can't regulate them.

When an organisation won't take a relay call

If an organisation refuses a relay call, for example citing data protection, Ofcom's accessibility FAQs point to two statements you can quote politely. The Equality and Human Rights Commission advises that refusing calls from disabled people that involve a third party would be likely to breach the Equality Act. The Information Commissioner's Office says taking relay calls doesn't breach data protection rules as long as the organisation checks the customer's identity in the usual way.

British Sign Language

BT, Virgin Media and Plusnet take customer service calls in BSL through InterpretersLive!, a video interpreting service run by Sign Solutions. At BT, the interpreters are available 8am to midnight, seven days a week, but BT's own contact centre is open 8am to 9pm Monday to Friday and 8am to 8pm at weekends and bank holidays, so call within those hours. On a PC or laptop there's nothing to set up; on a phone or tablet you download the InterpretersLive! app.

There are three routes to the emergency services if you can't make or follow a voice call.

18000 through Relay UK

Dial 18000 through the Relay UK app or a textphone and a relay assistant connects you to 999; the app also has a 999 button.

Emergency SMS from a mobile

Emergency SMS lets deaf, hard of hearing and speech-impaired people text 999 or 112. It's free, but it only works once your mobile is registered:

1. Text the word register to 999.
2. You'll get a reply asking you to confirm. Reply yes.
3. Wait for the text confirming you're registered. If it fails, check your mobile provider supports the service. Register again if you change number.

Relay UK warns that emergency SMS is slower than a voice 999 call or 18000, so use it only if you have no other option, and don't assume a message has arrived until you get a reply.

999 BSL

999 BSL is the emergency video relay service for deaf people who use BSL. An interpreter relays your call to the police, ambulance, fire service or coastguard. Ofcom says it's available 24 hours a day, it's free, its data use is zero-rated (it doesn't eat into your mobile data), and calls are treated with the same priority as voice 999 calls. You don't need to register for it.

Ofcom requires providers to offer priority fault repair on landline and broadband services (not mobile) to any disabled customer with a genuine need for an urgent repair, at no more than the provider's standard repair charge. Each provider sets its own criteria, and the ones we found are fairly strict (checked October 2026).

BT

BT's Free Priority Fault Repair covers BT home phone and broadband faults. You're eligible if you, or someone living with you, is disabled under the Equality Act 2010, is housebound because of a chronic long-term illness or disability and can't leave home without help, or is a severely sick child. You apply using BT's application form, which has to be countersigned and stamped by a doctor or hospital consultant along with their GMC (General Medical Council) number. If you can't print the form, BT says you can ask it for help. BT aims to prioritise eligible repairs every day, including weekends and bank holidays.

TalkTalk

TalkTalk's free Priority Fault Repair is for households relying on their phone and broadband for health and mobility reasons, where someone is at risk, for example someone using a home renal or peritoneal dialysis machine or an artificial ventilator, or someone who can't leave home without help because of a chronic long-term illness or disability.

Virgin Media

Virgin Media says that if you or someone in your household has registered for support, or you mention it when you report the fault, it will prioritise your appointment over its standard level of care. That's a priority appointment rather than a guaranteed repair time, and bad weather can still stop its technicians working.

Who's usually left out

BT and TalkTalk both exclude lines supplied by another provider, and warden-controlled, residential nursing, care home or similar properties. On alarms they word things differently: BT excludes services used for healthcare alarms, medical or health pendants or other alarms, while TalkTalk says its scheme doesn't cover alarm monitoring stations, control rooms or other types of alarm lines or installations. If you rely on a telecare alarm, ask your provider whether your line would qualify rather than assuming it does. See our guide to telecare alarms and the digital landline switch.

The most useful tip: apply before anything goes wrong. Getting a doctor's countersignature takes time. When a fault happens, say straight away that you're registered. Our guide on how to report a broadband fault covers the checks to do first.

Beyond third-party bill management, Ofcom's guidance encourages providers to deal sensibly with relatives, carers and support organisations acting for a customer, with reasonable checks and consent, and expects staff to know how to handle powers of attorney, deputyship and benefit appointees. There are two levels of help:

• A named helper on the account. At TalkTalk, a Nominated User can discuss the balance and call charges and make payments for you, but isn't liable for the charges. At Virgin Media, the account holder can authorise a carer during a call, and Plusnet says you can give someone else permission to contact it for you.
• Legal authority to act. If the account holder can't give permission, the helper normally needs legal authority. TalkTalk accepts a power of attorney registered with the Office of the Public Guardian, a solicitor's letter, a court order or a medical consent letter, and updates the account within 28 days of receiving a copy. Virgin Media recommends becoming a named appointee through a power of attorney, deputyship or benefits appointeeship, and asks for a copy, not the original, sent by email (as a PDF) or post.

Helping an older relative? Our guide to broadband for older people covers other support worth setting up.

Providers must send communications in a reasonably acceptable format, such as large print or Braille, if you ask and need it because of a disability. Here's what three providers say they offer:

• Virgin Media offers large print in 20, 24 or 28 point on white or coloured paper, Braille (grade 1 or grade 2) and audio. Urgent messages, such as engineer visit updates, still come by email or text.
• TalkTalk offers large print, Braille, audio and coloured paper for bills, contracts and other communications. You can set this in My Account under My Details, then My Information, My Choice, or by contacting TalkTalk. It can also send its text notifications as audio messages to a landline or mobile.
• Plusnet says it can provide your bill in large print, Braille, coloured paper or audio.

Ofcom's rules allow providers to charge a reasonable fee for a printed bill. Some charge for paper bills but not for accessible formats: Ogi, for example, provides bills and key documents in accessible formats free. If you need paper because of a disability, say so rather than just ticking a paper-bill option.

Registering means your provider records your needs on your account, with your consent, so advisers can see them. Routes for four big providers (checked October 2026; Plusnet's from its accessibility page as archived in July 2026):

For other providers, look for an accessibility or additional needs page.

What to tell them

• How your disability affects the way you use the service, for example that you can't hear voice calls or read standard print.
• Whether you depend on the landline to call for help, and whether you have a working mobile with signal at home.
• Any equipment connected to the line, such as a care alarm.
• How you'd like to be contacted, and anyone who can act for you.

Then ask which services apply, whether any need a form, and for written confirmation of what's recorded.

Before you switch

Your needs are recorded with your current provider, so if you move, tell the new one and reapply for anything that needed a form. Our comparison shows live deals for your postcode but not accessibility services, so check a new provider's accessibility page before signing up. Our guide to UK broadband providers and provider pages such as BT broadband deals, TalkTalk broadband deals, Plusnet broadband deals and Virgin Media broadband deals give background on each company.

Landlines are moving to digital calls over broadband. Ofcom says that if your line uses the BT Openreach network, BT plans to retire the old network by 31 January 2027; Virgin Media O2 and KCOM also plan to retire theirs but haven't set dates yet. Your provider must assess your needs before moving you, offer extra help with installation if you need it, and support you if anything goes wrong afterwards.

• Tell your provider before the switch if you have a care alarm or other device that uses the line, need extra help because of age or disability, or have no mobile or no signal at home. Ofcom says providers can check telecare and pause the change until it's safe.
• Power cuts. A digital landline stops in a power cut unless it has back-up. If you depend on your landline and have no working mobile or reliable signal, Ofcom says your provider must offer a free back-up solution that lets you call the emergency services for at least one hour. Our guide to digital landlines in a power cut explains the options.
• Never pay to switch. Citizens Advice says your provider will never ask you to pay to switch to a digital line. You can nominate someone to deal with the switch, and you shouldn't be switched until both your phone provider and your alarm provider are confident your alarm will work.

Arrangements vary. Hyperoptic's battery back-up, free to phone customers who depend on the service because of a disability, keeps a corded phone plugged into its router working for at least an hour (cordless phones won't). Gigaclear doesn't recommend its Home Phone if you rely on your landline because of a disability and have no other way to call 999 in a power cut.

Being disabled doesn't automatically mean cheaper phone or broadband. Ofcom explains that social tariffs are generally for people on means-tested benefits, although some providers also accept Personal Independence Payment (PIP) or Attendance Allowance. The person receiving the benefit must be the main person on the contract. Our guide to broadband social tariffs explains who qualifies, and our cheap broadband deals page compares low-cost packages if you don't qualify.

• Virgin Media Talk Protected is a phone-only package for people over 65 or with accessibility needs or disabilities that affect daily life. Virgin Media says the price is frozen for as long as you stay a phone-only customer, and it includes free calls to 118 180 directory enquiries and paper bills at no extra cost. Adding Virgin TV or broadband ends your eligibility.
• BT Home Essentials is BT's low-cost phone and broadband for people on specific benefits.

Phones and other equipment

• Hearing aid compatible landline phones have a built-in inductive coupler that works with a hearing aid switched to the T (telecoil) setting, Ofcom explains.
• Ofcom says deaf people buying a specialist phone for their own use shouldn't need to pay VAT on it.
• For equipment you need at work, the government's Access to Work scheme may help with funding.
• For equipment at home, ask your local council's social services for a needs assessment. GOV.UK says this can lead to disability equipment and home adaptations, and that your local NHS service, Citizens Advice or a charity may help you apply (its council finder covers England and Wales only).

If a provider won't register your needs or ignores your requests, make a formal complaint. Every provider must belong to a free independent complaints scheme (an alternative dispute resolution or ADR scheme), either CISAS or the Communications Ombudsman, and its details have to appear on every bill. Our guide on how to complain about your broadband provider walks through the steps and when you can take it further.

Note who you spoke to and when, and ask for anything important in writing. If you'd like independent advice about your rights as a disabled person, Scope, the disability charity, runs a free helpline on 0808 800 3333 (8am to 8pm on weekdays and 10am to 6pm at weekends, according to Virgin Media's accessibility page).