Accessibility of communications services

Phones and broadband Accessibility (Phones and broadband) Advice for consumers
Published: 8 August 2023
Last updated: 26 August 2026

Reliable phone and broadband services are important for everyone. If you are disabled, your provider must offer extra services and support to help you use these services in a way that meets your needs. Here we explain what help you can ask for, and where to get more support.

Providers must tell disabled customers about these extra services. Ask your provider if you need any of them. You might need to register in advance or show proof of need to use some of them.

On a low income? If you or someone in your household receives Universal Credit, Pension Credit or certain other benefits, you might qualify for a social tariff. This is a cheaper broadband or phone deal, with no mid-contract price rises, for people on lower incomes. Being disabled doesn’t qualify you on its own, but some disabled people receive benefits that make them eligible. Check our social tariff guide.

Check our advice for disabled people

  Services your provider must offer

Your phone or broadband provider must make these services available to disabled customers.

  • Text relay A service that helps people with a hearing or speech difficulty make and receive phone calls. Because text relay calls take longer than voice calls, disabled users are entitled to a special tariff.
  • Free directory enquiries If you cannot use a printed directory because of a disability, you can use directory enquiries free of charge, as well as being put through to the number you have requested. Register with your provider to get access.
  • Priority fault repair for landline and broadband Disabled people in need of an urgent repair to their landline or broadband can have this done more quickly than normal. It should not cost you more than your provider’s standard charge for a fault repair. Register with your provider in advance for this.
  • Third party bill management You can name a friend or relative to help manage your account and bills.
  • Bills and information in an accessible format: You can ask for information about your phone or broadband services in an alternative format that works for you, such as large print or Braille.

The Articles for the Blind scheme is a free postal service for blind and partially sighted people. It is free to post things like braille or large print books, letters, audio recordings and equipment such as magnifiers. Check Royal Mail’s website for details on how to use this service.

  Get help in an emergency

There are several ways to reach the emergency services, free of charge, if you can’t make a regular voice call:

  • Emergency video relay (999 BSL): Deaf British Sign Language (BSL) users can call 999 in BSL using the 999 BSL app or website. It is free, available 24 hours a day, and works from a smartphone, tablet or computer. You won’t be charged for the data used by the service. Download the app now, so it is ready if you need it. Check our 999 BSL guide.
  • Emergency SMS: if you have a hearing or speech difficulty, you can text the emergency call numbers 112 or 999 to contact the emergency services. Register for Emergency SMS by texting the word “register” to 999 or 112. It only takes a minute or so, and you can do it at any time, so it is best to register in advance.
  • Emergency text relay: dial 18000 on a textphone or use the Relay UK app and your call will be prioritised at the relay centre and on the telephone network (like a voice 999 call).

  Contact your bank or other companies via text or video relay

Businesses and organisations that are not familiar with text relay might ask if it is safe to accept your relay calls. You might wonder whether they have to accept them. There is useful advice about this from the Equality and Human Rights Commission and the Information Commissioner.

You can also contact some banks and other organisations in British Sign Language via video relay. Check your bank’s website to see what it offers or look it up on the directory pages of the video relay service providers: InterpretersLive! and SignVideo.

  Find phones that work with hearing aids

You can get advice about suitable landline and mobile phones from the Royal National Institute for Deaf People (RNID). If you are disabled and buying equipment for your own use, you usually don’t have to pay VAT – the supplier will be able to advise you on this.

  Get help with the cost of equipment

Cost can be a barrier to buying equipment that is easy to use. Several organisations might be able to help:

  • Charities such as the British Wireless for the Blind Fund and WaveLength provide easy-to-use equipment for disabled people, sometimes on free long-term loan.
  • At work: Access to Work can help pay for equipment you need in the workplace such as an accessible phone, or alterations to existing equipment.
  • At home: you can ask your local social services for a needs assessment. They may provide equipment, or give you a payment so you can buy what suits you best. Your local authority can’t refuse to assess your needs if you are disabled. Assessments should usually be done within 28 days in England, but the rules and timescales may vary across the UK. If you are assessed as needing a service according to the local eligibility criteria, then social services are likely to have to provide that support, depending on the rules where you live. 

The charity Scope has more advice on paying for disability equipment.

  Find more help and advice

If you find websites hard to use, you can still compare and switch phone or broadband deals. Ofcom-approved price comparison services are designed to be accessible and some let you compare deals over the phone.

You might also be interested to read this information about subtitles and audio description on TV.

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