Mobility

If you are blind, partially sighted or experience issues with your mobility that makes holding a telephone directory difficult, you can use the 195 service to look up numbers.

To register for this service, call 0800 587 0195 and ask for a registration form. They will send this for you to complete, recording a few details about yourself and ask for a countersignature from a medical practitioner involved with your care, such as a doctor or nurse.

Once you are registered, this service will be free of charge and available by dialling 195. This will connect you to an operator who will look up the number for you. If you decide that you would like the operator to connect you to that number, standard call charges will apply.

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.

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.