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    Understanding and using technology

    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

    Mobile

    • Call us - 500 from your Plusnet mobile, or 0800 079 1133
    • Online - Sign in to My 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
    Ordinary power of attorney Must be signed by both parties
    Deputyship order Must be stamped by the Court of Protection
    Benefits appointee BF57 form must be provided which has been processed by DWP with an official stamp

    *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
    Sheffield
    S1 2GU
    Plusnet plc
    The Balance
    2 Pinfold Street
    Sheffield
    S1 2GU
    Photocopy
    Email address postroom@plus.net Mobile-help@plus.net 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 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 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 Member Centre.

    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
    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.

    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.

    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.

    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.

    Helpful features of your YouView TV box

    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 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).

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