Support for customers with disabilities

We offer a range of services to help customers with disabilities stay connected, manage their account and communicate with us as easily as possible. You can find out lots more about these services by clicking on the icons below.

Services you may find useful

The easiest way to ensure you don't miss a payment is to pay your bills by Direct Debit. This way you'll never need to worry about missing a bill. However, we appreciate that some customers prefer to pay with a credit or debit card.

In exceptional circumstances, like a long stay in hospital, we know that anyone can accidentally forget to pay a bill. Therefore, we offer various ways for someone else to manage bills on your behalf if your personal circumstances change, whether temporarily or on a permanent basis.

Authorised Users

Any customer can nominate a friend or family member to manage bills on their account. We call these people 'authorised users'.

You can add up to two authorised users on your account, and once they're set up they'll be able to discuss bills on your account and make a payment for any outstanding balances. However, authorised users are not permitted to close an account, or to make changes to an existing contract (e.g. changing the current broadband package).

If you wish to add an authorised user to your account, please contact us on 0800 432 0200 or by using our online chat service.

Powers of Attorney

A power of attorney (POA) is a legal document which gives someone else (known as an 'attorney') legal authority to make decisions and act on your behalf. The attorney is usually a family member, friend or solicitor.

The most common type of power of attorney is known as a lasting power of attorney (LPA). An LPA allows you to appoint someone to make decisions on your behalf if you lack mental capacity or if you no longer wish to make decisions for yourself.

There are two types of LPA, known as 'property and financial affairs' and 'health and welfare'. Only a property and financial affairs LPA is valid for the purposes of managing a Plusnet account, and it will need to be registered by the Office of the Public Guardian (OPG) before it can take effect. Once the LPA is registered by the OPG, the attorney will have the same powers to manage your Plusnet account as you do.

Once an LPA is effective on your account, we will only be able to take instructions from the attorney and not from you. In addition, we can only remove an LPA from your account if you provide us with a valid 'Deed of Revocation' (signed by you), or a confirmation letter from the Office of the Public Guardian or the Court of Protection stating the LPA has been revoked.

Another common type of power of attorney is known as an ordinary power of attorney (OPA). An OPA is normally temporary and will only remain valid whilst you still have mental capacity to make your own decisions and can give instructions to the attorney. OPA's tend to be used for specific purposes, such as if you need someone to manage your affairs whilst on holiday. Ordinary powers of attorney don't need to be registered with the Office of the Public Guardian.

If you'd like to know more about powers of attorney, including information about other types of POA, we recommend this useful guidance published by Ofcom: Powers of attorney and third party bill management.

If you have power of attorney, please send a scanned copy to postroom@plus.net. Alternatively you can send a photocopy to:

Plusnet plc
The Balance
2 Pinfold Street
Sheffield
S1 2GU

We do our best to keep all our services up and running at all times. However, it's not possible to guarantee a completely fault-free service and occasionally, we know that some customers may experience problems with their phone line.

For customers who are dependent on their phone service, we operate a free priority fault repair scheme, which offers enhanced support and speedier fault resolution for eligible customers.

Who can apply?

Free priority fault repair is intended for customers whose health and wellbeing would be at serious risk if they didn't have access to a working phone line. For this reason, the scheme is available to those who are most in need, such as:

  • customers registered as 'chronically sick and disabled' under the Chronically Sick and Disabled Persons Act 1970;
  • customers who are incapacitated and therefore housebound due to a chronic long-term illness or disability, which stops them being able to leave the house without the assistance of another person (for example, if they're on the National Organ Transplant waiting list);
  • customers who have difficulty getting out of the house unaided.

In order to qualify for free priority fault repair you'll also need to meet the following criteria:

  • You must be a Plusnet customer.
  • There must be a total loss of service on your phone line.
  • You must live alone.
  • Your Plusnet phone line must be your only telephone service (for example, you won't be eligible if you have access to a working mobile phone, unless you have a Careline pendant which relies on your Plusnet service).
  • You must currently be living at the address where the faulty phone line is installed.

What the scheme doesn't cover

We can't offer you the scheme if:

  • your phone line is supplied by another service provider; or
  • you live in warden-controlled premises, a residential nursing home, care home or similar type of property.

The scheme doesn't cover alarm monitoring stations, control rooms or any other types of alarm lines or installations.

How to apply

To apply for free priority fault repair, you (or someone calling on your behalf) must contact the call centre in order to raise the fault. If an engineer is required, we'll ask you for details of your case so we can escalate appropriately. One of our advisors will ask you a few questions to make sure you meet the criteria for priority fault repair.

Need more help?

If you have any questions about our priority fault repair scheme, please contact our customer support team on 0800 432 0200 or by using our online chat service.

A text relay service is designed to help customers who struggle to use a phone because they have difficulty hearing or speaking. It's effectively a translation service, which converts voice-to-text or text-to-voice.

If you struggle with hearing, a relay assistant will type what the other person is saying, so that you can read their words in real time. If you have difficulty speaking on the phone, a relay assistant will speak the words you type, so the other person can hear your words in real time.

Next Generation Text and the NGT App

Next Generation Text (NGT) is a new and improved version of the previous text relay service and is available 24 hours a day, 365 days a year.

You can use a text phone for NGT (like the old text relay service), but nowadays there's also a free NGT App, which works with smartphones, tablets, laptops and PCs, so that you can use NGT wherever you have an internet connection.

There are different ways in which you can use Next Generation Text depending on your circumstances. These options are summarised below:

Option If you... How it works
'Type and Read' ...can't hear and don't use your voice You type what you want to say on a phone call, and read what the other person says.
'Speak and Read' ...can't hear but can use your voice You speak directly to the other person, a relay assistant types the response back to you and stays on the call for as long as is required.
'Type and Hear' ...can hear but don't use your voice You are connected to a relay assistant who reads to the other person the words you've typed, while you hear the other person speak.
'Speak and Hear' ...can hear, and are speaking to someone who needs to use NGT Communicating with someone who is not able to speak on the phone, via a text relay assistant.

Cost of NGT

The cost of a text relay call should be the same as if you made the call without text relay. We know that text relay calls can take longer than a normal voice call, so we make adjustments to your call charges to make sure that you aren't out of pocket.

Need more help?

NGT is not a service provided directly by Plusnet. To find out lots about the options available and how to use NGT we recommend that you visit the Next Generation Text website: www.ngts.org.uk.

You can also contact our customer support team on 0800 432 0200 or by using our online chat service.

The emergency SMS service is there for people who struggle to speak on the phone, so they can alert the emergency services without needing to call them.

The emergency SMS service 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.

How to register

Before you can use the service you need to register your mobile phone by sending the word 'register' in an SMS message to 999.

You'll then get the SMS message below about the service.

"After reading ALL this message, SEND THE WORD 'YES' TO 999 TO COMPLETE YOUR REGISTRATION - otherwise your phone isn't registered. In an emergency, you will know your message has been received ONLY when you get a reply from an emergency service; until then try other methods. Full details, Terms & Conditions are available at www.emergencysms.org.uk"

When you've read the message, reply by texting 'yes' to 999 and you'll then get a message telling you that your mobile phone is registered or if there is a problem with your registration.

For more details go to www.emergencySMS.org.uk

The easiest way to ensure you don't miss a payment is to pay your bills by Direct Debit. This way you'll never need to worry about missing a bill. However, we appreciate that some customers prefer to pay with a credit or debit card.

In exceptional circumstances, like a long stay in hospital, we know that anyone can accidentally forget to pay a bill. Therefore, we offer various ways for someone else to manage bills on your behalf if your personal circumstances change, whether temporarily or on a permanent basis.

Authorised Users

Any customer can nominate a friend or family member to manage bills on their account. We call these people 'authorised users'.

You can add up to two authorised users on your account, and once they're set up they'll be able to discuss bills on your account and make a payment for any outstanding balances. However, authorised users are not permitted to close an account, or to make changes to an existing contract (e.g. changing the current broadband package).

If you wish to add an authorised user to your account, please contact us on 0800 432 0200 or by using our online chat service.

Powers of Attorney

A power of attorney (POA) is a legal document which gives someone else (known as an 'attorney') legal authority to make decisions and act on your behalf. The attorney is usually a family member, friend or solicitor.

The most common type of power of attorney is known as a lasting power of attorney (LPA). An LPA allows you to appoint someone to make decisions on your behalf if you lack mental capacity or if you no longer wish to make decisions for yourself.

There are two types of LPA, known as 'property and financial affairs' and 'health and welfare'. Only a property and financial affairs LPA is valid for the purposes of managing a Plusnet account, and it will need to be registered by the Office of the Public Guardian (OPG) before it can take effect. Once the LPA is registered by the OPG, the attorney will have the same powers to manage your Plusnet account as you do.

Once an LPA is effective on your account, we will only be able to take instructions from the attorney and not from you. In addition, we can only remove an LPA from your account if you provide us with a valid 'Deed of Revocation' (signed by you), or a confirmation letter from the Office of the Public Guardian or the Court of Protection stating the LPA has been revoked.

Another common type of power of attorney is known as an ordinary power of attorney (OPA). An OPA is normally temporary and will only remain valid whilst you still have mental capacity to make your own decisions and can give instructions to the attorney. OPA's tend to be used for specific purposes, such as if you need someone to manage your affairs whilst on holiday. Ordinary powers of attorney don't need to be registered with the Office of the Public Guardian.

If you'd like to know more about powers of attorney, including information about other types of POA, we recommend this useful guidance published by Ofcom: Powers of attorney and third party bill management.

If you have power of attorney, please send a scanned copy to postroom@plus.net. Alternatively you can send a photocopy to:

Plusnet plc
The Balance
2 Pinfold Street
Sheffield
S1 2GU

We want to make sure you always get the information you need in a way that's easy for you to use and understand.

In certain circumstances, we can provide your monthly bill, contract details and other important documents in formats that you might find easier to use. This includes:

  • Braille – we use grade 2 single-sided Braille, which is quicker to read as some words are abbreviated
  • Large print – we provide lots of user guides, contracts and letters in large print
  • Audio – we provide audio information on CDs so you can hear it read out loud. The CD can be used on a CD player or a computer. We can also provide audio information that is compatible with a MP3 player.

If you would like to discuss what is available to suit your needs, please contact our customer support team on 0800 432 0200 or by using our online chat service.

If you find the BT phone book difficult to hold, handle or read you can apply for a free directory enquiry service.

In order to sign up for this service, you'll need to complete an application form, which will need counter signing by a medical professional. To request a form, call 0800 587 0195 and ask to speak with the registration team, whose opening hours are 9am to 4.30pm, Monday to Friday. Please note: this service is not provided by Plusnet.

Once signed up, all you need to do is dial 195 and you can speak to an operator who'll find the number you require. You can also ask to be connected directly to the number you wish to call. If you are connected by the operator, you will be charged for the call in accordance with your normal Plusnet call package. In other words, you won't be charged more than normal for using this service.

We do our best to keep all our services up and running at all times. However, it's not possible to guarantee a completely fault-free service and occasionally, we know that some customers may experience problems with their phone line.

For customers who are dependent on their phone service, we operate a free priority fault repair scheme, which offers enhanced support and speedier fault resolution for eligible customers.

Who can apply?

Free priority fault repair is intended for customers whose health and wellbeing would be at serious risk if they didn't have access to a working phone line. For this reason, the scheme is available to those who are most in need, such as:

  • customers registered as 'chronically sick and disabled' under the Chronically Sick and Disabled Persons Act 1970;
  • customers who are incapacitated and therefore housebound due to a chronic long-term illness or disability, which stops them being able to leave the house without the assistance of another person (for example, if they're on the National Organ Transplant waiting list);
  • customers who have difficulty getting out of the house unaided.

In order to qualify for free priority fault repair you'll also need to meet the following criteria:

  • You must be a Plusnet customer.
  • There must be a total loss of service on your phone line.
  • You must live alone.
  • Your Plusnet phone line must be your only telephone service (for example, you won't be eligible if you have access to a working mobile phone, unless you have a Careline pendant which relies on your Plusnet service).
  • You must currently be living at the address where the faulty phone line is installed.

What the scheme doesn't cover

We can't offer you the scheme if:

  • your phone line is supplied by another service provider; or
  • you live in warden-controlled premises, a residential nursing home, care home or similar type of property.

The scheme doesn't cover alarm monitoring stations, control rooms or any other types of alarm lines or installations.

How to apply

To apply for free priority fault repair, you (or someone calling on your behalf) must contact the call centre in order to raise the fault. If an engineer is required, we'll ask you for details of your case so we can escalate appropriately. One of our advisors will ask you a few questions to make sure you meet the criteria for priority fault repair.

Need more help?

If you have any questions about our priority fault repair scheme, please contact our customer support team on 0800 432 0200 or by using our online chat service.

The easiest way to ensure you don't miss a payment is to pay your bills by Direct Debit. This way you'll never need to worry about missing a bill. However, we appreciate that some customers prefer to pay with a credit or debit card.

In exceptional circumstances, like a long stay in hospital, we know that anyone can accidentally forget to pay a bill. Therefore, we offer various ways for someone else to manage bills on your behalf if your personal circumstances change, whether temporarily or on a permanent basis.

Authorised Users

Any customer can nominate a friend or family member to manage bills on their account. We call these people 'authorised users'.

You can add up to two authorised users on your account, and once they're set up they'll be able to discuss bills on your account and make a payment for any outstanding balances. However, authorised users are not permitted to close an account, or to make changes to an existing contract (e.g. changing the current broadband package).

If you wish to add an authorised user to your account, please contact us on 0800 432 0200 or by using our online chat service.

Powers of Attorney

A power of attorney (POA) is a legal document which gives someone else (known as an 'attorney') legal authority to make decisions and act on your behalf. The attorney is usually a family member, friend or solicitor.

The most common type of power of attorney is known as a lasting power of attorney (LPA). An LPA allows you to appoint someone to make decisions on your behalf if you lack mental capacity or if you no longer wish to make decisions for yourself.

There are two types of LPA, known as 'property and financial affairs' and 'health and welfare'. Only a property and financial affairs LPA is valid for the purposes of managing a Plusnet account, and it will need to be registered by the Office of the Public Guardian (OPG) before it can take effect. Once the LPA is registered by the OPG, the attorney will have the same powers to manage your Plusnet account as you do.

Once an LPA is effective on your account, we will only be able to take instructions from the attorney and not from you. In addition, we can only remove an LPA from your account if you provide us with a valid 'Deed of Revocation' (signed by you), or a confirmation letter from the Office of the Public Guardian or the Court of Protection stating the LPA has been revoked.

Another common type of power of attorney is known as an ordinary power of attorney (OPA). An OPA is normally temporary and will only remain valid whilst you still have mental capacity to make your own decisions and can give instructions to the attorney. OPA's tend to be used for specific purposes, such as if you need someone to manage your affairs whilst on holiday. Ordinary powers of attorney don't need to be registered with the Office of the Public Guardian.

If you'd like to know more about powers of attorney, including information about other types of POA, we recommend this useful guidance published by Ofcom: Powers of attorney and third party bill management.

If you have power of attorney, please send a scanned copy to postroom@plus.net. Alternatively you can send a photocopy to:

Plusnet plc
The Balance
2 Pinfold Street
Sheffield
S1 2GU

If you find the BT phone book difficult to hold, handle or read you can apply for a free directory enquiry service.

In order to sign up for this service, you'll need to complete an application form, which will need counter signing by a medical professional. To request a form, call 0800 587 0195 and ask to speak with the registration team, whose opening hours are 9am to 4.30pm, Monday to Friday. Please note: this service is not provided by Plusnet.

Once signed up, all you need to do is dial 195 and you can speak to an operator who'll find the number you require. You can also ask to be connected directly to the number you wish to call. If you are connected by the operator, you will be charged for the call in accordance with your normal Plusnet call package. In other words, you won't be charged more than normal for using this service.

We do our best to keep all our services up and running at all times. However, it's not possible to guarantee a completely fault-free service and occasionally, we know that some customers may experience problems with their phone line.

For customers who are dependent on their phone service, we operate a free priority fault repair scheme, which offers enhanced support and speedier fault resolution for eligible customers.

Who can apply?

Free priority fault repair is intended for customers whose health and wellbeing would be at serious risk if they didn't have access to a working phone line. For this reason, the scheme is available to those who are most in need, such as:

  • customers registered as 'chronically sick and disabled' under the Chronically Sick and Disabled Persons Act 1970;
  • customers who are incapacitated and therefore housebound due to a chronic long-term illness or disability, which stops them being able to leave the house without the assistance of another person (for example, if they're on the National Organ Transplant waiting list);
  • customers who have difficulty getting out of the house unaided.

In order to qualify for free priority fault repair you'll also need to meet the following criteria:

  • You must be a Plusnet customer.
  • There must be a total loss of service on your phone line.
  • You must live alone.
  • Your Plusnet phone line must be your only telephone service (for example, you won't be eligible if you have access to a working mobile phone, unless you have a Careline pendant which relies on your Plusnet service).
  • You must currently be living at the address where the faulty phone line is installed.

What the scheme doesn't cover

We can't offer you the scheme if:

  • your phone line is supplied by another service provider; or
  • you live in warden-controlled premises, a residential nursing home, care home or similar type of property.

The scheme doesn't cover alarm monitoring stations, control rooms or any other types of alarm lines or installations.

How to apply

To apply for free priority fault repair, you (or someone calling on your behalf) must contact the call centre in order to raise the fault. If an engineer is required, we'll ask you for details of your case so we can escalate appropriately. One of our advisors will ask you a few questions to make sure you meet the criteria for priority fault repair.

Need more help?

If you have any questions about our priority fault repair scheme, please contact our customer support team on 0800 432 0200 or by using our online chat service.

The easiest way to ensure you don't miss a payment is to pay your bills by Direct Debit. This way you'll never need to worry about missing a bill. However, we appreciate that some customers prefer to pay with a credit or debit card.

In exceptional circumstances, like a long stay in hospital, we know that anyone can accidentally forget to pay a bill. Therefore, we offer various ways for someone else to manage bills on your behalf if your personal circumstances change, whether temporarily or on a permanent basis.

Authorised Users

Any customer can nominate a friend or family member to manage bills on their account. We call these people 'authorised users'.

You can add up to two authorised users on your account, and once they're set up they'll be able to discuss bills on your account and make a payment for any outstanding balances. However, authorised users are not permitted to close an account, or to make changes to an existing contract (e.g. changing the current broadband package).

If you wish to add an authorised user to your account, please contact us on 0800 432 0200 or by using our online chat service.

Powers of Attorney

A power of attorney (POA) is a legal document which gives someone else (known as an 'attorney') legal authority to make decisions and act on your behalf. The attorney is usually a family member, friend or solicitor.

The most common type of power of attorney is known as a lasting power of attorney (LPA). An LPA allows you to appoint someone to make decisions on your behalf if you lack mental capacity or if you no longer wish to make decisions for yourself.

There are two types of LPA, known as 'property and financial affairs' and 'health and welfare'. Only a property and financial affairs LPA is valid for the purposes of managing a Plusnet account, and it will need to be registered by the Office of the Public Guardian (OPG) before it can take effect. Once the LPA is registered by the OPG, the attorney will have the same powers to manage your Plusnet account as you do.

Once an LPA is effective on your account, we will only be able to take instructions from the attorney and not from you. In addition, we can only remove an LPA from your account if you provide us with a valid 'Deed of Revocation' (signed by you), or a confirmation letter from the Office of the Public Guardian or the Court of Protection stating the LPA has been revoked.

Another common type of power of attorney is known as an ordinary power of attorney (OPA). An OPA is normally temporary and will only remain valid whilst you still have mental capacity to make your own decisions and can give instructions to the attorney. OPA's tend to be used for specific purposes, such as if you need someone to manage your affairs whilst on holiday. Ordinary powers of attorney don't need to be registered with the Office of the Public Guardian.

If you'd like to know more about powers of attorney, including information about other types of POA, we recommend this useful guidance published by Ofcom: Powers of attorney and third party bill management.

If you have power of attorney, please send a scanned copy to postroom@plus.net. Alternatively you can send a photocopy to:

Plusnet plc
The Balance
2 Pinfold Street
Sheffield
S1 2GU

We want to make sure you always get the information you need in a way that's easy for you to use and understand.

In certain circumstances, we can provide your monthly bill, contract details and other important documents in formats that you might find easier to use. This includes:

  • Braille – we use grade 2 single-sided Braille, which is quicker to read as some words are abbreviated
  • Large print – we provide lots of user guides, contracts and letters in large print
  • Audio – we provide audio information on CDs so you can hear it read out loud. The CD can be used on a CD player or a computer. We can also provide audio information that is compatible with a MP3 player.

If you would like to discuss what is available to suit your needs, please contact our customer support team on 0800 432 0200 or by using our online chat service.

If you find the BT phone book difficult to hold, handle or read you can apply for a free directory enquiry service.

In order to sign up for this service, you'll need to complete an application form, which will need counter signing by a medical professional. To request a form, call 0800 587 0195 and ask to speak with the registration team, whose opening hours are 9am to 4.30pm, Monday to Friday. Please note: this service is not provided by Plusnet.

Once signed up, all you need to do is dial 195 and you can speak to an operator who'll find the number you require. You can also ask to be connected directly to the number you wish to call. If you are connected by the operator, you will be charged for the call in accordance with your normal Plusnet call package. In other words, you won't be charged more than normal for using this service.

We do our best to keep all our services up and running at all times. However, it's not possible to guarantee a completely fault-free service and occasionally, we know that some customers may experience problems with their phone line.

For customers who are dependent on their phone service, we operate a free priority fault repair scheme, which offers enhanced support and speedier fault resolution for eligible customers.

Who can apply?

Free priority fault repair is intended for customers whose health and wellbeing would be at serious risk if they didn't have access to a working phone line. For this reason, the scheme is available to those who are most in need, such as:

  • customers registered as 'chronically sick and disabled' under the Chronically Sick and Disabled Persons Act 1970;
  • customers who are incapacitated and therefore housebound due to a chronic long-term illness or disability, which stops them being able to leave the house without the assistance of another person (for example, if they're on the National Organ Transplant waiting list);
  • customers who have difficulty getting out of the house unaided.

In order to qualify for free priority fault repair you'll also need to meet the following criteria:

  • You must be a Plusnet customer.
  • There must be a total loss of service on your phone line.
  • You must live alone.
  • Your Plusnet phone line must be your only telephone service (for example, you won't be eligible if you have access to a working mobile phone, unless you have a Careline pendant which relies on your Plusnet service).
  • You must currently be living at the address where the faulty phone line is installed.

What the scheme doesn't cover

We can't offer you the scheme if:

  • your phone line is supplied by another service provider; or
  • you live in warden-controlled premises, a residential nursing home, care home or similar type of property.

The scheme doesn't cover alarm monitoring stations, control rooms or any other types of alarm lines or installations.

How to apply

To apply for free priority fault repair, you (or someone calling on your behalf) must contact the call centre in order to raise the fault. If an engineer is required, we'll ask you for details of your case so we can escalate appropriately. One of our advisors will ask you a few questions to make sure you meet the criteria for priority fault repair.

Need more help?

If you have any questions about our priority fault repair scheme, please contact our customer support team on 0800 432 0200 or by using our online chat service.

Help with landline and mobile phones

At Plusnet, we don't sell home phone handsets. However, we appreciate how important it is that you have equipment that suits your needs in order to get the most out of your Plusnet service.

This page describes some of the features on modern handsets that are designed to help people who might struggle to use a standard phone.

Some of these features will be available on most modern phones, but some are a bit more unusual and might require a specific make or model. If you're looking to buy a new home phone, BT's Including You website has a lot of information on a whole range of phones designed especially with accessibility in mind.

If you struggle with your hearing, here are some phone features that may help you:

Feature Description
Hearing aid compatibility You can buy phones that are specifically designed to be compatible with hearing aids, to prevent any buzzing or interference.
Hands-free options Some phones have a hands-free option, such as a loudspeaker or separate headphones. This means that the sound can travel to both ears. It also allows for easy note taking.
Separate keypad A lot of phones have the keypad built into the handset which sits by your ear. However, a phone with the keys on the base unit will allow you to keep the handset next to your ear if you need to press any buttons during the call.
Visual call indicators You can get handsets with a visual call indicator, such as a flashing light, to let you know when someone is calling you.
Amplify button Most phones should have a volume control which allows you to boost the sound of the ringtone and the incoming volume of the other caller. You can also get phones that make your own voice louder for the other person.
Two-way recording Two-way recording allows you to record parts of a phone conversation and replay it later.
Slow playback Some phones allow for slow playback of recorded messages, so that you can take down details more easily.
Nuisance call blocking You can now purchase phones with built-in technology that will identify and block unsolicited marketing calls. This means the phone won't even ring and you won't be bothered by the unwanted intrusion.

If you want to buy a new handset for yourself or someone you know, we recommend you visit the online BT shop, where you can find a phone that's right for you.

At Plusnet, we don't sell home phone handsets. However, we appreciate how important it is that you have equipment that suits your needs in order to get the most out of your Plusnet service.

This page describes some of the features on modern handsets that are designed to help people who might struggle to use a standard phone.

Some of these features will be available on most modern phones, but some are a bit more unusual and might require a specific make or model. If you're looking to buy a new home phone, BT's Including You website has a lot of information on a whole range of phones designed especially with accessibility in mind.

Plusnet Home Phone customers can also benefit from a range of call features. Here are some of the features we offer which you may find useful:

Call feature Description
Caller display This is also sometimes known as Caller ID and does exactly as it says - shows you who is calling. All you need to use it is a phone that has a display to show the numbers that you're calling or that are calling you.
1471 This lets you find out the number of the last person to call you, as long as the number wasn't withheld, unavailable or from a switchboard extension. You can return this call without needing to redial by pressing ‘3’.
Ring Back If a number's busy when you try to call, you can get Ring Back to keep trying it for up to 45 minutes, to save the need to redial. You won't be able to use Ring Back on international and most switchboard numbers.
Call Waiting Call Waiting lets you know if someone's trying to get through when you're already on the phone. You'll hear a beep and you can decide whether or not to take the new call.
Reminder Call Turn your house phone into an alarm clock by setting a reminder.
Call Divert Divert your calls to your UK landline, mobile and most international destinations. If a diverted call is included in your call plan, it won’t cost you anything extra. If it's not part of your call plan, you'll be charged the standard rate for that call.
Voicemail 1571 Voicemail makes sure you never miss a call. It's basically like an answering machine, only you don't need the machine bit. You can save messages for up to 20 days and record your own greeting.
Voicemail Extra (or Call Minder) Voicemail Extra does everything that standard Voicemail does, but has additional features, such as being able to choose how many times the phone rings before a call goes to Voicemail, the ability to check your messages from any phone, link up with your mobile so it will send you a text to say you have a new voicemail message, and you can save your messages for up to 30 days.
Anonymous Call Reject You can use this to block calls from withheld numbers. It won't block calls if the incoming number is 'unavailable', as the caller hasn't made any attempt to hide the number they're calling from. There are a few reasons this might happen, like if the person's calling from another country.
Plusnet Call Protect Plusnet Call Protect catches nuisance calls on your landline and sends them straight to junk voicemail, where they belong.

Some of these call features are free, others are chargeable. For information on pricing, and how to add and use these features, please refer to our call features page.

If you want to buy a new handset for yourself or someone you know, we recommend you visit the online BT shop, where you can find a phone that's right for you.

At Plusnet, we don't sell home phone handsets. However, we appreciate how important it is that you have equipment that suits your needs in order to get the most out of your Plusnet service.

This page describes some of the features on modern handsets that are designed to help people who might struggle to use a standard phone.

Some of these features will be available on most modern phones, but some are a bit more unusual and might require a specific make or model. If you're looking to buy a new home phone, BT's Including You website has a lot of information on a whole range of phones designed especially with accessibility in mind.

The ability to communicate using a mobile phone can give everyone more independence, and we want to make sure that everyone can reap the benefits of a more flexible and connected lifestyle. Did you know you can buy mobile phones with special features designed especially for people with disabilities or impairments? And most of them are built in. We don't sell mobile phones at Plusnet, but we have put together some useful tips about what to look for if you’re buying a phone from elsewhere.

If you struggle with your hearing, here are some phone features that may help you:

Feature Description
Hearing aid compatibility Some mobiles have an induction loop so they can connect directly to your hearing aid. You just need to switch your hearing aid to the “T” position. Modern hearing aids that are Bluetooth enabled can connect directly to some mobiles, for example Apple have a MFI option (Made For iPhones) that connect to some hearing aids
Hands-free options Most mobile phones have a hands-free option, such as a loudspeaker or separate headphones, meaning that the sound can travel to both ears.
Visual call indicators Most mobiles have a visual call indicator, such as the screen lighting up or a flashing light, to let you know when someone is calling you.
Caller display Mobiles phones will display the number of the person calling you, meaning you can chose not to answer if you don’t recognise the number.
Volume control or amplification Most mobile phones have a volume control which allows you to boost the sound of the ringtone and the incoming volume of the other caller.
Vibrating alert obile phones have a vibrate feature, meaning you can feel when someone is calling you.
Ability to change the ringtone Mobiles have a range of ringtone options, so you can select one that you can hear more easily.
Next Generation Text Lite app Designed for people with hearing loss or impaired speech, it is worth checking if your mobile can download and run the Next Generation Text Lite app, giving you access to text relay services.
Emergency SMS Service This service allows you to send an SMS text message to the UK 999 service where it will be passed to the police, ambulance, fire rescue, or coastguard. Please bear in mind you will need to register your mobile phone before using the EmergencySMS service.

If you need more specialist information try the Action On Hearing Loss website or visit Hearing Links website for more information.

If you would like additional help for you or someone you know, the Global Accessibility Reporting Initiative (GARI) is a project designed to help you find mobiles (as well as tablets and apps) with features that might help you. It’s based in the USA, however does include some phones that are available in the UK. Find out more at gari.info.

If you want to buy a new handset for yourself or someone you know, we recommend you visit the online BT shop, where you can find a phone that's right for you.

At Plusnet, we don't sell home phone handsets. However, we appreciate how important it is that you have equipment that suits your needs in order to get the most out of your Plusnet service.

This page describes some of the features on modern handsets that are designed to help people who might struggle to use a standard phone.

Some of these features will be available on most modern phones, but some are a bit more unusual and might require a specific make or model. If you're looking to buy a new home phone, BT's Including You website has a lot of information on a whole range of phones designed especially with accessibility in mind.

The term 'visual impairment' covers a wide range of types and degrees of sight loss, which can affect people in different ways. If you have a visual impairment, here are some features to consider when you're choosing a phone:

Feature Description
Large buttons Some phones have specially designed, oversized keys with good contrast between the background colour and the number. This makes the buttons more prominent and easier to use.
Keypad with sounds Many phones play an audible beep when a button is pressed. Some even have a different sound for each button, helping you dial more accurately.
Backlit keypad You can get phones that have a light under each button to make the buttons more defined.
Button 5 Most home phones have a raised dot on button number 5 to help you navigate around the keypad.
Nuisance call blocking You can now purchase phones with built-in technology that will identify and block unsolicited marketing calls. This means the phone won't even ring and you won't be bothered by the unwanted intrusion.

If you want to buy a new handset for yourself or someone you know, we recommend you visit the online BT shop, where you can find a phone that's right for you.

At Plusnet, we don't sell home phone handsets. However, we appreciate how important it is that you have equipment that suits your needs in order to get the most out of your Plusnet service.

This page describes some of the features on modern handsets that are designed to help people who might struggle to use a standard phone.

Some of these features will be available on most modern phones, but some are a bit more unusual and might require a specific make or model. If you're looking to buy a new home phone, BT's Including You website has a lot of information on a whole range of phones designed especially with accessibility in mind.

Plusnet Home Phone customers can also benefit from a range of call features. Here are some of the features we offer which you may find useful:

Call feature Description
Caller display This is also sometimes known as Caller ID and does exactly as it says - shows you who is calling. All you need to use it is a phone that has a display to show the numbers that you're calling or that are calling you.
1471 This lets you find out the number of the last person to call you, as long as the number wasn't withheld, unavailable or from a switchboard extension. You can return this call without needing to redial by pressing ‘3’.
Ring Back If a number's busy when you try to call, you can get Ring Back to keep trying it for up to 45 minutes, to save the need to redial. You won't be able to use Ring Back on international and most switchboard numbers.
Call Waiting Call Waiting lets you know if someone's trying to get through when you're already on the phone. You'll hear a beep and you can decide whether or not to take the new call.
Reminder Call Turn your house phone into an alarm clock by setting a reminder.
Call Divert Divert your calls to your UK landline, mobile and most international destinations. If a diverted call is included in your call plan, it won’t cost you anything extra. If it's not part of your call plan, you'll be charged the standard rate for that call.
Voicemail 1571 Voicemail makes sure you never miss a call. It's basically like an answering machine, only you don't need the machine bit. You can save messages for up to 20 days and record your own greeting.
Voicemail Extra (or Call Minder) Voicemail Extra does everything that standard Voicemail does, but has additional features, such as being able to choose how many times the phone rings before a call goes to Voicemail, the ability to check your messages from any phone, link up with your mobile so it will send you a text to say you have a new voicemail message, and you can save your messages for up to 30 days.
Anonymous Call Reject You can use this to block calls from withheld numbers. It won't block calls if the incoming number is 'unavailable', as the caller hasn't made any attempt to hide the number they're calling from. There are a few reasons this might happen, like if the person's calling from another country.
Plusnet Call Protect Plusnet Call Protect catches nuisance calls on your landline and sends them straight to junk voicemail, where they belong.

Some of these call features are free, others are chargeable. For information on pricing, and how to add and use these features, please refer to our call features page.

If you want to buy a new handset for yourself or someone you know, we recommend you visit the online BT shop, where you can find a phone that's right for you.

At Plusnet, we don't sell home phone handsets. However, we appreciate how important it is that you have equipment that suits your needs in order to get the most out of your Plusnet service.

This page describes some of the features on modern handsets that are designed to help people who might struggle to use a standard phone.

Some of these features will be available on most modern phones, but some are a bit more unusual and might require a specific make or model. If you're looking to buy a new home phone, BT's Including You website has a lot of information on a whole range of phones designed especially with accessibility in mind.

The term ‘visual impairment’ covers a wide range of types and degrees of sight loss, which can affect people in different ways. If you have a visual impairment, here are some features to look for to help you get the most out of your mobile phone:

Feature Description
Large buttons Some mobile phones have specially designed, oversized keys with good contrast between the background colour and the number. This makes the buttons more prominent and easier to use.
Keypad with sounds Many phones play an audible beep when a button is pressed. Some even have a different sound for each button, helping you dial more accurately.
Screen reader Most of the latest smart phones have a screen reader, which reads out the various options available on the screen. For example on the iPhone it is called VoiceOver, while on Android mobile phones it's called TalkBack. These features are normally found in the Accessibility section of your mobile phone.
Individual ringtones You may be able to choose individual ringtones for different people and set up voice-activated calling for your most popular numbers.
Vibrating alert You can set up your mobile to vibrate when a key is pressed or when it rings.
Back-lit keypad and adjustable contrast To help make text easier to read, and to help make any buttons more defined.
Voice Calling To cut down on how much you have to read.
Audible battery indicator To advise you when your battery is running low.
Audio feedback So you can hear instructions.
Adjustable font size To make text larger.

If you need more specialised information, try the RNIB website or the Global Accessibility Reporting Initiative (GARI), which is a project designed to help you find mobiles (as well as tablets and apps) with features that might help you. It’s based in the USA, however does include some phones that are available in the UK. Find out more at gari.info.

If you want to buy a new handset for yourself or someone you know, we recommend you visit the online BT shop, where you can find a phone that's right for you.

At Plusnet, we don't sell home phone handsets. However, we appreciate how important it is that you have equipment that suits your needs in order to get the most out of your Plusnet service.

This page describes some of the features on modern handsets that are designed to help people who might struggle to use a standard phone.

Some of these features will be available on most modern phones, but some are a bit more unusual and might require a specific make or model. If you're looking to buy a new home phone, BT's Including You website has a lot of information on a whole range of phones designed especially with accessibility in mind.

Having difficulty moving around doesn't have to affect a person's independence. Here are some ideas to help make the phone work harder for you:

Feature Description
Cordless phones Many modern phones are now cordless, meaning you can keep it with so you don't have to go to a fixed place to make or receive calls.
Answer machine Many phones now have an inbuilt answering machine service so callers can leave a message if you can't get to the phone.

Plusnet also offers a free '1571' Voicemail service, which acts like a built in answerphone to make sure you don't miss a call. Free Voicemail is included with all our phone packages. You can switch it on or off from within the Phone Control Panel within Member Centre.

Plusnet also offers some additional features with Voicemail Extra, which currently costs £3 a month. With Voicemail Extra you can check your voicemail messages from a mobile phone and it also allows other options, like choosing the number of rings before the voicemail service kicks in. Find out more about Voicemail and Voicemail Extra.
Additional handsets

You can connect more than one handset to your line. This means you could have one upstairs and one downstairs, or in all the areas of your home you use the most, making it easier to reach the phone when you are called.

If you'd like phones in several different rooms, you might need extension cables or extra sockets. You can buy extension socket kits and cables from DIY and electrical shops.

Nuisance call blocking You can now purchase phones with built-in technology that will identify and block unsolicited marketing calls. This means the phone won't even ring and you won't be bothered by the unwanted intrusion.

If you want to buy a new handset for yourself or someone you know, we recommend you visit the online BT shop, where you can find a phone that's right for you.

At Plusnet, we don't sell home phone handsets. However, we appreciate how important it is that you have equipment that suits your needs in order to get the most out of your Plusnet service.

This page describes some of the features on modern handsets that are designed to help people who might struggle to use a standard phone.

Some of these features will be available on most modern phones, but some are a bit more unusual and might require a specific make or model. If you're looking to buy a new home phone, BT's Including You website has a lot of information on a whole range of phones designed especially with accessibility in mind.

Plusnet Home Phone customers can also benefit from a range of call features. Here are some of the features we offer which you may find useful:

Call feature Description
Caller display This is also sometimes known as Caller ID and does exactly as it says - shows you who is calling. All you need to use it is a phone that has a display to show the numbers that you're calling or that are calling you.
1471 This lets you find out the number of the last person to call you, as long as the number wasn't withheld, unavailable or from a switchboard extension. You can return this call without needing to redial by pressing ‘3’.
Ring Back If a number's busy when you try to call, you can get Ring Back to keep trying it for up to 45 minutes, to save the need to redial. You won't be able to use Ring Back on international and most switchboard numbers.
Call Waiting Call Waiting lets you know if someone's trying to get through when you're already on the phone. You'll hear a beep and you can decide whether or not to take the new call.
Reminder Call Turn your house phone into an alarm clock by setting a reminder.
Call Divert Divert your calls to your UK landline, mobile and most international destinations. If a diverted call is included in your call plan, it won’t cost you anything extra. If it's not part of your call plan, you'll be charged the standard rate for that call.
Voicemail 1571 Voicemail makes sure you never miss a call. It's basically like an answering machine, only you don't need the machine bit. You can save messages for up to 20 days and record your own greeting.
Voicemail Extra (or Call Minder) Voicemail Extra does everything that standard Voicemail does, but has additional features, such as being able to choose how many times the phone rings before a call goes to Voicemail, the ability to check your messages from any phone, link up with your mobile so it will send you a text to say you have a new voicemail message, and you can save your messages for up to 30 days.
Anonymous Call Reject You can use this to block calls from withheld numbers. It won't block calls if the incoming number is 'unavailable', as the caller hasn't made any attempt to hide the number they're calling from. There are a few reasons this might happen, like if the person's calling from another country.
Plusnet Call Protect Plusnet Call Protect catches nuisance calls on your landline and sends them straight to junk voicemail, where they belong.

Some of these call features are free, others are chargeable. For information on pricing, and how to add and use these features, please refer to our call features page.

If you want to buy a new handset for yourself or someone you know, we recommend you visit the online BT shop, where you can find a phone that's right for you.

At Plusnet, we don't sell home phone handsets. However, we appreciate how important it is that you have equipment that suits your needs in order to get the most out of your Plusnet service.

This page describes some of the features on modern handsets that are designed to help people who might struggle to use a standard phone.

Some of these features will be available on most modern phones, but some are a bit more unusual and might require a specific make or model. If you're looking to buy a new home phone, BT's Including You website has a lot of information on a whole range of phones designed especially with accessibility in mind.

The ability to communicate using a mobile phone can give everyone more independence. At Plusnet, we want to make sure that everyone can reap the benefits of a more flexible and connected lifestyle. Finding the most suitable mobile phone for you can be difficult, as can understanding how to use it. This page has been designed with accessibility in mind, to make sure you can get the most out of your mobile.

A mobile can be a great asset if you have impaired mobility or dexterity. Look out for some of these features:

Feature Description
Easy grip Some mobile phones are specially designed so they are easier to handle, making it more comfortable and practical to use.
Hands free/headset option Most mobile phones have a hands-free option, such as a loudspeaker or separate headphones, so you can set your phone down and hear what’s being said without having to hold the handset to your ear. Additionally, most mobile phones have a port to plug in a headset, so you can still have a private conversation without having to hold the handset.
Memory buttons Some handsets have a memory feature, meaning you can store numbers you use regularly and call them by just pressing one or two buttons.
Pre-dial check This feature shows the number entered as you type it, so the caller can check their dialling the right one.
Voice Activated calling You can set up voice activated calling on most smartphones for your most popular numbers, so you can avoid manual dialling.
Lightweight phones Most modern phones are lightweight, so they are easier to hold.
Accessories ccessories such as belt clips and headsets/earphones keep your mobile ready for use whatever you're doing.
Shock/water/dust resistant phones To protect your phone if it is dropped.

If you would like additional help for you or someone you know, the Global Accessibility Reporting Initiative (GARI) is a project designed to help you find mobiles (as well as tablets and apps) with features that might help you. It’s based in the USA, however does include some phones that are available in the UK. Find out more at gari.info.

If you want to buy a new handset for yourself or someone you know, we recommend you visit the online BT shop, where you can find a phone that's right for you.

At Plusnet, we don't sell home phone handsets. However, we appreciate how important it is that you have equipment that suits your needs in order to get the most out of your Plusnet service.

This page describes some of the features on modern handsets that are designed to help people who might struggle to use a standard phone.

Some of these features will be available on most modern phones, but some are a bit more unusual and might require a specific make or model. If you're looking to buy a new home phone, BT's Including You website has a lot of information on a whole range of phones designed especially with accessibility in mind.

Learning disabilities and mental health conditions can bring their own communication challenges. So can issues with memory or understanding resulting from, say, dementia, brain damage or the effects of a stroke. If you, or someone you know, struggles with issues like this, consider a phone with the following features:

Feature Description
Memory buttons Easily accessible memory buttons, like speed dial (one touch) or quick dial (two touch) buttons. This means you can store the numbers you call most often and ring them by pressing one or two buttons, without the need to remember the whole number.
Pre-dial check: This feature allows you to read back the number entered, so you can double check you're dialling the right one.
Emergency button Some phones have a built-in emergency button, which you can use to call for help in an emergency.
Keypad lock This feature allows you to lock the phone (normally by pressing a certain key combination) to stop calls being made until you decide to unlock it.
Different ringtones If you feel anxious about speaking to people you don't know, using different ringtones can help. With some phones, you can set different ringtones for each person you know. So when they call, you'll be able to tell who it is straight away.
Two-way recording This feature lets you record your conversations. This can be useful as you can play the conversation back afterwards to make sure you didn't miss anything, and to remind you of what was said in the call.
Nuisance call blocking You can now purchase phones with built-in technology that will identify and block unsolicited marketing calls. This means the phone won't even ring and you won't be bothered by the unwanted intrusion.

If you want to buy a new handset for yourself or someone you know, we recommend you visit the online BT shop, where you can find a phone that's right for you.

At Plusnet, we don't sell home phone handsets. However, we appreciate how important it is that you have equipment that suits your needs in order to get the most out of your Plusnet service.

This page describes some of the features on modern handsets that are designed to help people who might struggle to use a standard phone.

Some of these features will be available on most modern phones, but some are a bit more unusual and might require a specific make or model. If you're looking to buy a new home phone, BT's Including You website has a lot of information on a whole range of phones designed especially with accessibility in mind.

Plusnet Home Phone customers can also benefit from a range of call features. Here are some of the features we offer which you may find useful:

Call feature Description
Caller display This is also sometimes known as Caller ID and does exactly as it says - shows you who is calling. All you need to use it is a phone that has a display to show the numbers that you're calling or that are calling you.
1471 This lets you find out the number of the last person to call you, as long as the number wasn't withheld, unavailable or from a switchboard extension. You can return this call without needing to redial by pressing ‘3’.
Ring Back If a number's busy when you try to call, you can get Ring Back to keep trying it for up to 45 minutes, to save the need to redial. You won't be able to use Ring Back on international and most switchboard numbers.
Call Waiting Call Waiting lets you know if someone's trying to get through when you're already on the phone. You'll hear a beep and you can decide whether or not to take the new call.
Reminder Call Turn your house phone into an alarm clock by setting a reminder.
Call Divert Divert your calls to your UK landline, mobile and most international destinations. If a diverted call is included in your call plan, it won’t cost you anything extra. If it's not part of your call plan, you'll be charged the standard rate for that call.
Voicemail 1571 Voicemail makes sure you never miss a call. It's basically like an answering machine, only you don't need the machine bit. You can save messages for up to 20 days and record your own greeting.
Voicemail Extra (or Call Minder) Voicemail Extra does everything that standard Voicemail does, but has additional features, such as being able to choose how many times the phone rings before a call goes to Voicemail, the ability to check your messages from any phone, link up with your mobile so it will send you a text to say you have a new voicemail message, and you can save your messages for up to 30 days.
Anonymous Call Reject You can use this to block calls from withheld numbers. It won't block calls if the incoming number is 'unavailable', as the caller hasn't made any attempt to hide the number they're calling from. There are a few reasons this might happen, like if the person's calling from another country.
Plusnet Call Protect Plusnet Call Protect catches nuisance calls on your landline and sends them straight to junk voicemail, where they belong.

Some of these call features are free, others are chargeable. For information on pricing, and how to add and use these features, please refer to our call features page.

If you want to buy a new handset for yourself or someone you know, we recommend you visit the online BT shop, where you can find a phone that's right for you.

At Plusnet, we don't sell home phone handsets. However, we appreciate how important it is that you have equipment that suits your needs in order to get the most out of your Plusnet service.

This page describes some of the features on modern handsets that are designed to help people who might struggle to use a standard phone.

Some of these features will be available on most modern phones, but some are a bit more unusual and might require a specific make or model. If you're looking to buy a new home phone, BT's Including You website has a lot of information on a whole range of phones designed especially with accessibility in mind.

Learning disabilities and mental health conditions can bring their own communication challenges. So can issues with memory or understanding resulting from, say, dementia, brain damage or the effects of a stroke. If you, or someone you know, struggles with issues like this, consider a phone with the following features:

Feature Description
Memory buttons This means you can store the numbers you call most often and ring them by pressing one or two buttons, without the need to remember the whole number.
Pre-dial check This feature allows you to read back the number entered, so you can double check you’re dialling the right one.
Emergency button Some phones have a built-in emergency button, which you can use to call for help in an emergency. You can also store information for an emergency contact the emergency services could access without needing to unlock the handset.
Keypad lock This feature allows you to lock the phone (normally by pressing a certain key combination) to stop calls being made until you decide to unlock it.
Different ringtones If you feel anxious about speaking to people you don't know, using different ringtones can help. With some phones, you can set different ringtones for each person you know. So when they call, you’ll be able to tell who it is straight away.
Virtual assistant Many modern smartphones have a built in assistant, such as ‘Siri’ for iPhones, ‘Cortana’ for Windows mobiles, and ‘Google assistant’ for android. On command, you can ask the intelligent personal assistant a query, ask it to dial a number, or set a reminder for an event.
Nuisance call blocking Most modern mobile phones give you the option to block a number.
Caller display Mobiles phones will display the number of the person calling you, meaning you can chose not to answer if you don’t recognise the number

If you would like additional help for you or someone you know, the Global Accessibility Reporting Initiative (GARI) is a project designed to help you find mobiles (as well as tablets and apps) with features that might help you. It’s based in the USA, however does include some phones that are available in the UK. Find out more at gari.info.

If you want to buy a new handset for yourself or someone you know, we recommend you visit the online BT shop, where you can find a phone that's right for you.

Helpful features of your Youview TV box

At Plusnet, we don't sell home phone handsets. However, we appreciate how important it is that you have equipment that suits your needs in order to get the most out of your Plusnet service.

This page describes some of the features on modern handsets that are designed to help people who might struggle to use a standard phone.

Some of these features will be available on most modern phones, but some are a bit more unusual and might require a specific make or model. If you're looking to buy a new home phone, BT's Including You website has a lot of information on a whole range of phones designed especially with accessibility in mind.

If you find it hard to hear what people on TV are saying, then you might find subtitles useful. Subtitles are a text version of the dialogue and sound effects in programmes. If a broadcaster has added subtitles to their content, you’ll be able to see them using YouView.

How to use subtitles with YouView

Subtitled programmes have an [S] icon next to their title in the programme guide.

You can turn subtitles on or off by pressing the Sub button on your remote control or by pressing the YouView button then going to Settings > Accessibility > Language & Subtitles > Subtitles.

If available, subtitles are automatically recorded even if you have them switched OFF at the time of the recording.

If you want to buy a new handset for yourself or someone you know, we recommend you visit the online BT shop, where you can find a phone that's right for you.

At Plusnet, we don't sell home phone handsets. However, we appreciate how important it is that you have equipment that suits your needs in order to get the most out of your Plusnet service.

This page describes some of the features on modern handsets that are designed to help people who might struggle to use a standard phone.

Some of these features will be available on most modern phones, but some are a bit more unusual and might require a specific make or model. If you're looking to buy a new home phone, BT's Including You website has a lot of information on a whole range of phones designed especially with accessibility in mind.

Sign language is a visual language that uses hand shapes and patterns together with facial expressions to communicate. Programmes using British Sign Language will show a person in the corner of the screen translating the speech and expressing feelings.

How to find out if a programme has sign language

Not all programmes have sign language – it depends on whether the broadcaster has made it available. You can find out if a programme has sign language by viewing the programme summary:

  • press the information button on your remote, on the programme you want to view with sign language
  • if the programme summary shows [SL], it has sign language available.

Turning on the sign language feature

You can turn on this feature on by pressing the YouView button on your remote then going to Settings > Accessibility > Language & Subtitles > Sign Language. Turning on this feature means that if a version of On Demand content with sign language is available, you'll see that version of the programme.

If you record a programme with sign language, its sign language will be recorded too.

If you want to buy a new handset for yourself or someone you know, we recommend you visit the online BT shop, where you can find a phone that's right for you.

At Plusnet, we don't sell home phone handsets. However, we appreciate how important it is that you have equipment that suits your needs in order to get the most out of your Plusnet service.

This page describes some of the features on modern handsets that are designed to help people who might struggle to use a standard phone.

Some of these features will be available on most modern phones, but some are a bit more unusual and might require a specific make or model. If you're looking to buy a new home phone, BT's Including You website has a lot of information on a whole range of phones designed especially with accessibility in mind.

If you use a hearing aid, then you can attach an induction loop to your YouView+ box. An induction loop works with your hearing aid to reduce background noise, so you get a better sound and don’t need to turn up the TV volume.

Using an induction loop with YouView

You can connect an induction loop to the audio out socket on the back of your YouView+ box.

Front view of YouView+ box back view of YouView+ box highlighting the Audio Out socket

The loop will only work when your hearing aid is switched to the ‘T’ setting. It then connects the sound from your YouView+ box to your hearing aid, cutting out background noise.

An induction loop is prone to electromagnetic interference from computers, mobile and digital phones, so it's a good idea to keep these away from your TV.

If you have the mini YouView box and you want to use an induction loop, you can connect it to the audio output of your TV set.

You can find out more about induction loops on the Action for Hearing Loss website.

If you want to buy a new handset for yourself or someone you know, we recommend you visit the online BT shop, where you can find a phone that's right for you.

At Plusnet, we don't sell home phone handsets. However, we appreciate how important it is that you have equipment that suits your needs in order to get the most out of your Plusnet service.

This page describes some of the features on modern handsets that are designed to help people who might struggle to use a standard phone.

Some of these features will be available on most modern phones, but some are a bit more unusual and might require a specific make or model. If you're looking to buy a new home phone, BT's Including You website has a lot of information on a whole range of phones designed especially with accessibility in mind.

You can plug in a Bluetooth headset to your YouView box so you can hear the TV better.

If you want to buy a new handset for yourself or someone you know, we recommend you visit the online BT shop, where you can find a phone that's right for you.

At Plusnet, we don't sell home phone handsets. However, we appreciate how important it is that you have equipment that suits your needs in order to get the most out of your Plusnet service.

This page describes some of the features on modern handsets that are designed to help people who might struggle to use a standard phone.

Some of these features will be available on most modern phones, but some are a bit more unusual and might require a specific make or model. If you're looking to buy a new home phone, BT's Including You website has a lot of information on a whole range of phones designed especially with accessibility in mind.

Like a narrator telling a story, Audio Description (AD) is a commentary that describes body language, expressions and movements. AD gives you information about things you might not be able to see, so you can keep up with the action.

How to use Audio Description with YouView

You can see which programmes have Audio Description by pressing the information button on your remote control. On the programme summary page it will say [AD] if there's Audio Description. You can only get Audio Description on TV programmes that broadcast it. You can find a list of programmes with Audio Description at www.tvhelp.org.uk.

To turn on Audio Description, press the AD button on your remote control, or press the YouView button then go to Settings > Accessibility > Audio Description.

If available, audio description is automatically recorded even if you have it switched OFF at the time of the recording.

If you want to buy a new handset for yourself or someone you know, we recommend you visit the online BT shop, where you can find a phone that's right for you.

At Plusnet, we don't sell home phone handsets. However, we appreciate how important it is that you have equipment that suits your needs in order to get the most out of your Plusnet service.

This page describes some of the features on modern handsets that are designed to help people who might struggle to use a standard phone.

Some of these features will be available on most modern phones, but some are a bit more unusual and might require a specific make or model. If you're looking to buy a new home phone, BT's Including You website has a lot of information on a whole range of phones designed especially with accessibility in mind.

If you find it hard to see the screen, you might find the audio feedback feature helpful. It generates sounds so you know that YouView has received the signal when you’ve pressed a key on the remote control.

How to use audio feedback with YouView

You can switch on Audio Feedback by going to Settings > Accessibility > Audio Feedback. You can then go left or right to turn it on or off.

Audio feedback tones

Your YouView box will make a single short bleep when you press most keys on the remote control to show it's received the signal. Some buttons have a different tone (or sequence of tones). You can see details of these in the table below.

Audio feedback tone description Tone type Tone length
Button pressed on remote control (excluding those below) Dit 0.2s
AD button pressed - turns AD 'on' Dah, dit 0.5s then 0.2s
AD button pressed - turns AD 'off' Dah 0.5s
Vol+ & Vol- No tone No tone
Info button pressed Dit, Dah 0.2s then 0.5s
Turning Audio Feedback on in 'Settings' Dit, Dit, Dit 0.2s & 0.2s & 0.2s
Dialogue message displayed on screen Dah, Dah, Dah 0.5s then 0.5s then 0.5s
Dialogue message dismissed from screen Dah, Dit, Dit 0.5s then 0.2s then 0.2s

Changing volume levels for Audio Feedback

The Audio Feedback volume isn’t affected by the normal volume settings. Even if ‘mute’ is turned on, you'll still be able to hear the tones.

To change the Audio Feedback volume, go to Settings > Accessibility > Audio Feedback > Volume.

If you want to buy a new handset for yourself or someone you know, we recommend you visit the online BT shop, where you can find a phone that's right for you.

At Plusnet, we don't sell home phone handsets. However, we appreciate how important it is that you have equipment that suits your needs in order to get the most out of your Plusnet service.

This page describes some of the features on modern handsets that are designed to help people who might struggle to use a standard phone.

Some of these features will be available on most modern phones, but some are a bit more unusual and might require a specific make or model. If you're looking to buy a new home phone, BT's Including You website has a lot of information on a whole range of phones designed especially with accessibility in mind.

You can make the text on your menu screen bigger or magnify part of the screen with the Zoom functions on YouView.

Using Zoom

The Zoom button has two functions, one for your YouView Menu and the other for the Electronic Programme Guide (TV Channels).

How to Zoom when using your Youview main menu

If you’re finding it difficult to read some of the text while you’re in your YouView main menu or sub-menus (such as settings), you can use Zoom to make it bigger.

For example: press the YouView button on your remote control to bring up your YouView main menu, then press zoom to make the text bigger (you’ll be able to use the options on the screen as normal). Press zoom again and you’ll be able to use the arrow buttons on your remote control to move around the screen and press select to be able to use the options again. Press zoom for the third time to go back to the normal view.

How to Zoom when in your YouView Guide

Press the YouView button and select Guide. When you can see the TV listings, press zoom to make the text bigger (you’ll be able to use the options on the screen as normal). Press zoom again to return the text to its original size.

If you want to buy a new handset for yourself or someone you know, we recommend you visit the online BT shop, where you can find a phone that's right for you.

At Plusnet, we don't sell home phone handsets. However, we appreciate how important it is that you have equipment that suits your needs in order to get the most out of your Plusnet service.

This page describes some of the features on modern handsets that are designed to help people who might struggle to use a standard phone.

Some of these features will be available on most modern phones, but some are a bit more unusual and might require a specific make or model. If you're looking to buy a new home phone, BT's Including You website has a lot of information on a whole range of phones designed especially with accessibility in mind.

If you find the YouView menus difficult to read, there’s another high-contrast colour scheme you can use instead. It uses white text on black and the menu options don’t blend in with the background.

How to switch on the high-contrast colour scheme

  1. Press the YouView button on your remote then go to Settings > Accessibility > Colours & Logos > High Contrast Colours.
  2. Scroll across to change to the colour scheme from Off to On and then select Done.
  3. You'll see a message telling you that the change can take up to 60 seconds. Press Continue to confirm.
  4. Your screen will go black for a minute, before coming back on with the new colour scheme.

If you want to buy a new handset for yourself or someone you know, we recommend you visit the online BT shop, where you can find a phone that's right for you.

At Plusnet, we don't sell home phone handsets. However, we appreciate how important it is that you have equipment that suits your needs in order to get the most out of your Plusnet service.

This page describes some of the features on modern handsets that are designed to help people who might struggle to use a standard phone.

Some of these features will be available on most modern phones, but some are a bit more unusual and might require a specific make or model. If you're looking to buy a new home phone, BT's Including You website has a lot of information on a whole range of phones designed especially with accessibility in mind.

Transparencies let you see whats going on in the background while you browse the menus, you can turn this off/on if you chose. This is handy if you find the moving image distracting when reading the text.

To turn off menu transparency, press the YouView button on your remote control then go to Settings > Accessibility > Colours & Logos > Transparencies. Then choose your preffered option and select Done.

If you want to buy a new handset for yourself or someone you know, we recommend you visit the online BT shop, where you can find a phone that's right for you.

At Plusnet, we don't sell home phone handsets. However, we appreciate how important it is that you have equipment that suits your needs in order to get the most out of your Plusnet service.

This page describes some of the features on modern handsets that are designed to help people who might struggle to use a standard phone.

Some of these features will be available on most modern phones, but some are a bit more unusual and might require a specific make or model. If you're looking to buy a new home phone, BT's Including You website has a lot of information on a whole range of phones designed especially with accessibility in mind.

You can control YouView with a device like a USB keyboard or a game controller, which some people find easier than using the remote control.

How to use other devices to control your YouView box

You can control the TV with a plug in UK USB keyboard or game controller instead of the remote control.

Using your keyboard as a remote

You can use a UK USB keyboard to interact with your YouView+ box, either alongside the remote control or instead of it. There’s a USB connection on the back and the left-hand side of the box.

  • This option supports popular USB keyboards.
  • Certain keys imitate the buttons on the remote control.
  • You can use the standard alphabet keys to enter text.
  • The '1' key also cycles through punctuation.
  • The keyboard number keys work in just the same way as the number keys on the remote control.

A number of keyboard layouts are supported including Jumbo, Clevy and multimedia. Click on the keyboards below to see which keys map to which remote control buttons:

You can read more about this and print out keyboard overlays at support.youview.com

You can use either the keyboard or controller to replace the remote control, or use both together. This works across all the YouView menus, including the On Demand players.

If you want to buy a new handset for yourself or someone you know, we recommend you visit the online BT shop, where you can find a phone that's right for you.

At Plusnet, we don't sell home phone handsets. However, we appreciate how important it is that you have equipment that suits your needs in order to get the most out of your Plusnet service.

This page describes some of the features on modern handsets that are designed to help people who might struggle to use a standard phone.

Some of these features will be available on most modern phones, but some are a bit more unusual and might require a specific make or model. If you're looking to buy a new home phone, BT's Including You website has a lot of information on a whole range of phones designed especially with accessibility in mind.

Grid 2 is software for Windows computers, which can be used to control your YouView+ box without a remote control or keyboard. It accepts input from a wide range of devices including switches, head pointers and eye gaze systems.

You can find out more about this at support.youview.com and sensorysoftware.com

If you want to buy a new handset for yourself or someone you know, we recommend you visit the online BT shop, where you can find a phone that's right for you.

At Plusnet, we don't sell home phone handsets. However, we appreciate how important it is that you have equipment that suits your needs in order to get the most out of your Plusnet service.

This page describes some of the features on modern handsets that are designed to help people who might struggle to use a standard phone.

Some of these features will be available on most modern phones, but some are a bit more unusual and might require a specific make or model. If you're looking to buy a new home phone, BT's Including You website has a lot of information on a whole range of phones designed especially with accessibility in mind.

You can record any programme or series onto the hard drive and, when you play it back, you’ll be able to use the subtitles or audio description (as long as the broadcaster has made these available).

If you want to buy a new handset for yourself or someone you know, we recommend you visit the online BT shop, where you can find a phone that's right for you.

At Plusnet, we don't sell home phone handsets. However, we appreciate how important it is that you have equipment that suits your needs in order to get the most out of your Plusnet service.

This page describes some of the features on modern handsets that are designed to help people who might struggle to use a standard phone.

Some of these features will be available on most modern phones, but some are a bit more unusual and might require a specific make or model. If you're looking to buy a new home phone, BT's Including You website has a lot of information on a whole range of phones designed especially with accessibility in mind.

If you didn’t catch something or need to leave the room, you can pause or rewind the programme you’re watching. The TV will pause for different lengths of time depending on whether you have a mini YouView or a YouView+ box – see your user guide for details).

If you want to buy a new handset for yourself or someone you know, we recommend you visit the online BT shop, where you can find a phone that's right for you.