Free directory enquiries
If phonebooks are no good for you, due to a visual or dexterity impairment, then you may be eligible for 195 free directory enquiries. It's a very straightforward service: call 0800 5870195 to register.
As part of the registration you will be asked to provide proof of your impairment ie: endorsement from your Dr. as part of your application.
Each time you use it the operator will ask for your PIN (the one you were given when you registered) before you tell them your request. The operator can also connect any standard call for you. The 195 part is free, the onward call connection is chargeable.
Making your bill clear
Large print or Braille? Audio cassette or CD? It's your choice. We can supply your bill, and other stuff - like manuals or terms and conditions - in various formats, within two weeks. Contact customer services (details below) to get your bills in a way that suits you.
Letting a friend help you out
Let someone else help: a friend or relative can deal with your bills, with your permission.
That person will then have access to all your account information and receive your monthly bill. To set up a third party scheme contact customer services, details below.
EmergencySMS
EmergencySMS lets deaf, hard of hearing and speech-impaired people in the UK send an SMS text message to the UK 999 service, where it will be passed to the police, ambulance, fire rescue or coastguard.
Download the emergencySMS leaflet and register for the free Emergency 999 service.
Communicate using a textphone
Text Relay is a national telephone relay service for people who are deaf, hard of hearing, speech impaired or deaf-blind. Text Relay connects people using a textphone with people using a telephone by converting text messages to voice.
Text Relay is available 24 hours a day, 365 days a year. Calls are charged at your telecommunications provider's standard rate.
If you’d like to contact us by textphone you can contact us through Text Relay Assist by dialling 0870 240 95 98. This will connect you with a relay assistant directly who will then dial our customer services. The numbers for each of our brands can be found below.
Contact customer services
For Text Relay Assist Service please dial 0870 240 9598 (text) or 0870 240 5152 (voice - for customers who can speak but can’t hear), then ask for the customer service number you need - EE, Orange or T-Mobile.
If you want to contact us directly using Text Relay, please dial 18001 in front of the long dial number you need.
EE customers Call 150 from an EE phone, or 07953 966 250 from any other phone or through Text Relay Assist.
T-Mobile customers: Call 150 from your T-Mobile phone, or 0845 412 5000 from any other phone or through Text Relay Assist.
Orange customers: If you're a pay monthly customer call 150 from your Orange phone, or 07973 100 150 from any other phone or through Text Relay Assist. If you're a pay as you go customer call 450 from your Orange phone, or 07973 100 450 from any other phone or through Text Relay Assist.