Hearing and Communication
Loss of hearing can affect anybody for a variety of reasons, including age, noise exposure or through injury or illness. Fibrus is committed to treating our customers fairly and with respect, and we make it our mission to make it as easy as possible to get in touch with us and keep in touch with your loved ones.
Fibrus Live Chat
We provide the option to contact one of our friendly advisers through our online live chat system – you can access this service by clicking the green message icon at the bottom right of the screen.
Alternatively, you can contact us through WhatsApp
Nominated User
You can nominate a friend or family member to be named on your account as an authorised user – this allows the named person to help with managing bills or reporting any problems you may have.
This service will not make the named person liable for the bill or transfer the account to the named person.
To arrange this service, please contact our Customer Service team via our contact page.
Web and Email Only
As a customer of Fibrus, you can choose to contact us in any format that best suits your needs. If we need to contact you, then we can be sure to keep our communications strictly limited to over the web or via email.
If you require this service, please make one of our advisers aware via our contact page and we can be sure to implement this change for you.
Priority Fault Repair
In the unlikely event that you have a fault on your broadband or your landline VOIP (phone) service, we prioritise fault repair wherever possible. This is for customers whose health or disability requirements mean that they have a particular need for broadband or phone.
This will similarly apply to customers who are out of mobile coverage areas for the purpose of making phone calls.
For customers using our network, the following services are available to use.
Next Generation Text Relay Service
The Next Generation Text Relay Service allows customers living with both, or either restricted hearing or speech impairments to communicate using their telephone or textphone devices, including tablets, laptops and desktop PCs.
To find out more about this service as well as details on accessing it, please visit https://www.relayuk.bt.com/ or contact the helpdesk:
Phone: 0800 7311 888
Textphone and Relay UK app: 0800 500 888
Emergency Video Relay
Emergency Video Relay, also known as 999 BSL, is a new free of charge service for deaf British Sign Language users that allows them to contact the emergency services via a BSL interpreter.
This service enables the user to make and receive calls from emergency services, including Police, Fire, Ambulance and Coastguard through an app on Apple iOS and Android devices. Alternatively, you can also access this service as follows:
999 BSL website: www.999bsl.co.uk
Once your device has been set up, you can make and receive 999 calls at any time, 24/7, 365 days of the year.
Please note, as this service is operated and supported by 999 BSL, Fibrus staff cannot assist in the technical set up of this service. If you have any queries on how the service works, either visit the website, or contact the team via email at [email protected].