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    Support for customers with disabilities.

    Services you may find useful

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

    If you need your bills and other important documents in an alternative format we have the following options:

    • Braille 2
    • Large print
    • Audio – We provide audio information on CDs or in a format compatible with an MP3 player

    To arrange your communications in an alternative format please contact our customer support team using the options below:

    Broadband and phone


    • Call us - 500 from your Plusnet mobile, or 0800 079 1133
    • Online - Sign in to My Mobile Account, then select 'Account', 'Personal details' and fill in an Additional Support Form

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

    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.

    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.

    Service Protect Scheme (Phone and broadband customers only)

    We have a scheme in place to prevent service interruption should you be unable to make a payment due to, for example, a long stay in hospital or a change in circumstances. You can nominate a friend or relative (a nominee) who we will contact should there be a payment outstanding on the account. We would attempt to contact the nominee before any service restrictions are applied, and that nominee will be authorised to make a payment on your account. In order to add a nominee, please fill in the Protected Services Scheme application form (pdf 102KB) and send it in to us or, if you are unable to print the form, please contact our support team on 0800 423 0200 to request one.

    Authorised Users (Phone and Broadband)

    You can nominate up to two people to manage your phone and broadband account. They can manage your bills, make payments, contact us about faults and ask questions about the account.

    Authorised users cannot close the account, accept additional charges on your behalf or make any changes to your contract.

    To set up an authorised user for phone and broadband, just give us a call on 0800 432 0200.

    Authorised Users (Mobile)

    You can nominate one authorised user to manage your mobile account. They will have access to your account information, such as usage allowance, details about the bill and any out of bundle spend.

    The authorised user cannot edit any details, cancel the service or request a PAC, edit security questions, request a SIM swap or complete an upgrade.

    To set up an authorised user for mobile, just call 500 from your Plusnet Mobile device, or 0800 079 1133 from any other phone.

    Power of Attorney

    There may be times when you need someone to manage your affairs for you. A Power of Attorney (PoA) is a legal document which gives someone else (known as the attorney) legal authority to make decisions and act on your behalf. If you have a PoA we'll treat them as the account holder, which means you'll no longer be able to manage your account.

    The types of PoA we accept are:

    PoA type Proof we need
    Lasting Power of attorney Must be registered and validated by the Office of Public Guardian
    Enduring Power of attorney Must be signed by both parties Only needs to be registered with the Office of Public Guardian if the donor has lost mental capacity
    Deputyship order Must be stamped by the Court of Protection

    *Please note we're unable to accept other types of PoA.

    You can find out more information on PoA including other types of PoA on Ofcom's website.

    If you have a power of attorney you can send a copy using the options below:

      Phone and broadband Mobile Method
    Postal address Plusnet plc
    The Balance
    2 Pinfold Street
    S1 2GU
    Plusnet plc
    The Balance
    2 Pinfold Street
    S1 2GU
    Email address Scanned copy

    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 service.

    For customers who are dependent on their services, if you report a landline or broadband fault, and you let us know you rely on the service for health or mobility reasons, we'll prioritise the repair.

    Who can receive priority fault repair?

    If you register as disabled and/ or vulnerable with Plusnet then you may be entitled to priority fault repair. We can only provide the service to those who need it most, so if you tell us about any disabilities or vulnerabilities we can assess if we're able to offer you the service.

    You can let us know about any disabilities or vulnerabilities by calling 0800 432 0200 or via the Additional Support Form in My Account.

    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 via our Twitter and Facebook pages.

    Help with landline and mobile phones

    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
    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.

    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 have difficulties using a standard phone.

    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.

    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 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

    Helpful features of your YouView TV box

    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

    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 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.

    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 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.

    Transparencies let you see what's 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 preferred option and select Done.

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