Communication
Solutions
Welcome
Contents
In this guide we provide information on standard and more specialised
products and services from BT. We hope that it will be of interest to all
our customers but we especially aim to provide support and advice to
our customers who find communication slightly more difficult.
This guide has eight colour-coded sections for easy reference.
We understand that everyone has different communication needs and,
without making assumptions about capabilities and motivation to use
new technology, we have given as much information as possible to help
you make an informed decision.
More detailed information on BT’s products and services can be viewed
at www.bt.com/inclusion and latest products, pricing information and
special offers are available at www.bt.com/shop/accessible_products
These websites are fully accessible and are compatible with
Browsealoud – which reads web pages aloud and highlights each
word as it is spoken to aid comprehension among people with literacy
or visual difficulties. There is also a link to the BT Sign site where
information is provided in British Sign Language (BSL).
Hearing Pages 2–5 Sight
Pages 6–7
Speech and language
Pages 8–9
Mobility Page 10
Dexterity
Page 11
This booklet is provided, free of charge, on request by calling
0800 800 150 in:
Mental health and learning disabilities
Pages 12–13
• Large print
Product information Pages 14–25
• Braille
• Audio CD
General information
Pages 26–45
Textphone users can contact any of the numbers
shown in this guide by inserting the prefix 18001.
1
Hearing
We know that your hearing loss is as individual as you are and what
helps one person might not be so useful for another. We recommend
that you gather as much information as you can before making a
decision about any communication method.
Useful features to look for to help you hear your caller’s voice:
• Incoming speech amplification
• Inductive coupler to work with a hearing
aid on the ‘T’ setting. Look for this symbol:
• Hands free/loud speaking to allow sound to reach both ears at once
• Two piece telephone with buttons on the base so you can keep the
handset near to your ear to hear any automatic announcements as
you dial
• Headsets can be useful if you want to reduce background noise.
See page 25 for more information.
Digital cordless telephones have better sound quality than analogue
cordless telephones but generally do not have an inductive coupler.
Some models have an ‘in the ear’ headset option with a headset socket.
Analogue hearing aid users may benefit from reduced interference
by using a portable inductive loop in place of the headset. For more
information on phones see page 14.
Sound Connections is a no-nonsense review of how to improve
the quality and volume of speech on the telephone. Produced by
BT it is recommended by Hearing Concern LINK to hard of hearing
people and the professionals who advise them. It includes pages of
information about using hearing aids and telephones together. To
read Sound Connections visit ‘Useful Downloads’ at www.bt.com/
inclusion or download it and keep it for future reference.
Communication Choices: for deaf or hard of hearing people is a guide
produced by BT that explores the many different communication
options available to people who are deaf or hard of hearing. While
leading on traditional telephony, this guide also explores the benefits
the Internet and associated technologies can offer as we endeavor
to capture a full range of options that will help people to identify the
right communications tools for their needs. To read Communication
Choices visit Useful Downloads at www.bt.com/inclusion or download
it and keep it for future reference.
Live Chat
If you have a question about BT’s products and services and voice
communications are difficult for you, BT has introduced Live Chat,
a new instant-messenger style function, available on www.BT.com/
inclusion. Live Chat provides access to a BT customer service adviser
without the need to speak over the phone. You simply type in your
question and a dedicated adviser responds straight away. Live Chat
offers customers another way to get information, resolve queries or
even make purchases.
BT Sign
In 2006 BT was the first FTSE100 company to provide BSL
information on their website as part of its pioneering approach
towards inclusiveness.
On the BT Sign site www.bt.com/btsign you can find important
information about BT including: how to contact us, how to report
a fault, useful phone features and services and more about using
computers and the web. Deaf and partially-sighted users can zoom
in and out of clips easily and the supporting text is in plain English
making the site as inclusive as possible.
3
Textphones
If you struggle to hear speech on the telephone you could consider
using a textphone. Textphones allow people with a hearing or speech
impairment to hold typed telephone conversations.
There are many different models of textphone available. Full details of
what you may need are included at www.textrelay.org
Calls can be made directly between two textphones or via a Text Relay
operator. Text Relay connects people using a textphone with people
using a telephone or another textphone (sometimes called Minicom).
When required, relay assistants provide a text-to-voice and voice-totext translation service.
For calls made via the Text Relay service it automatically calculates
a rebate for the text portion of the call which is applied before the
cost appears on the bill of a BT customer. Customers of other service
providers should contact their own supplier for more information.
You can use BT Call Sign to separate calls to text phones and standard
phones on the same line. For information contact us on 0800 800
150 or visit www.bt.com/inclusion
For more information about the Text Relay service and other
communication options benefiting those with hearing loss visit
www.textrelay.org
Helping you hear your telephone ring
A telephone with a choice of ring tones and volumes or with a visual
call indicator can help, but if you still miss calls an extra alert may
be useful. BT can supply a Tonecaller, which has four different tones
and a volume switch which rings at the same time as your telephone.
Alternatively a loud extension bell with its deeper tone may be useful.
To make a call using Text Relay dial the full national number prefixed by:
18001 for all calls made from a textphone
18002 for calls made from a standard telephone that may be
answered by a textphone
18000 for calls from textphones to the emergency services via the
relay operator and a BT 999 operator.
The Text Relay Assist service is designed for people who may require
help with their calls. Calls made via this service on 0870 240 95 98
(text) or 0870 240 51 52 (voice) are chargeable from when you
connect to the Text Relay operator and do not attract the rebate.
Text Relay can give help and advice on textphone communications.
Contact the customer services team on 0800 7311 888 (voice),
18001 0800 7311 888 (text), 0151 709 8119 (fax) or, via email:
helpline@textrelay.org
4
We will supply one of these alerts, free of charge, with a socket
doubler for easy self installation next to the telephone to our
residential customers who are hard of hearing.
If the alert would help more if it was placed away from the telephone
we can install one extension socket for use with a Tonecaller or loud
extension bell free of charge per residential customer. To order call
0800 800 150.
Don’t forget: if you have a broadband line you must use an ADSL
Microfilter between the socket and the alerting device. See page 19
for more details.
5
Sight
The term visual impairment covers a vast range of types and degrees of
sight loss and this means it affects everyone in different ways and to a
different extent. The way you deal with your visual impairment will be
personal to you.
BT will, on request, provide written
information and bills in a variety of
accessible formats free of charge.
More information is available on pages
35 and 36.
If you find it difficult to read The Phone
Book try using the online version provided
free at www.thephonebook.bt.com
Here are some features to consider which may help when choosing
a telephone:
• Large, well-spaced keys with good contrast between background
colour and numbers
• Illuminated keypad
• Clear, good sized text on LCDs
• Raised dot on button 5 to help navigation around the keypad
• Memory store with easy access for frequently dialled numbers
Alternatively you may be eligible for our
195 free directory enquiry service. For
an application form ring the registration
team on 0800 587 0195. Opening hours
are Monday to Friday 09.00 to 16.30.
If you use the BT 1471 or BT Answer 1571 services you can return the
last call made to you by pressing a single button. There is a standard
charge for this which is waived for customers registered with the
195 service.
• Keypad set in the telephone handset or a wall mountable telephone
to bring numbers close to the eye for easier dialling
For information on spoken text messages via BT Text see page 34.
• Keypad beeps to ensure buttons are pressed properly
For ideas on adaptations to make your computer more accessible see
page 33.
• Voice prompts to help with set-up or special features
• Loudspeaker to allow notes to be taken by hand or by a Braille
note taker.
For more information on phones see page 14.
6
7
Speech and language
Your own voice quality may affect how well you are able to
communicate over the telephone. This may be because you have a
quiet voice, use a speech output device or because you have difficulty
pronouncing particular words.
Whichever it is, here are some ideas
which may help.
Take control
If your ability to speak is affected by
day to day circumstances there may be
products that can assist you. You should
also devise your own strategies to help
you when making telephone calls.
Speakability is a national charity which
can provide useful information. To find
out more call 080 8808 9572 or visit
www.speakability.org.uk
Making calls
Preparing in advance will help you to have the most control over
your call.
• Have any details you may need with you before you start the call
• Make notes about what you want to say and keep them handy
while you are talking
Answering calls
• Never rush to answer a call, do it in your own time
• Use BT Caller Display to check who is calling you. Only answer if you
feel you want to. Caller Display is included in the BT Privacy service –
see page 40 for more information. (An additional fee and equipment
may be required if your phone is not enabled for Caller Display.)
• Let an answering machine or BT Answer 1571 take the call and ring
the caller back when you feel able to hold a conversation
• Record your conversations so that you can identify problem words
and work on your telephone technique
If you have a weak or quiet voice the person you are speaking to
may not be able to hear you. Apart from being frustrating, repeating
yourself wastes your time and money. A telephone with outgoing
voice amplification will increase the power and volume of your voice.
If you have no useable voice you could consider using a textphone
which allows typed telephone conversations. For more information
see page 4 or visit www.textrelay.org
If you use a speech output device you could use a telephone with a
hands free (loud speaking) feature to pick up the audio output and
transmit it down the line without having to hold the handset near
the device.
A loud speaking telephone also allows a third party who may be
helping you to monitor the progress of the call and speak on your
behalf if necessary.
For more information on phones see page 14.
• Note down key words to prompt you
8
9
Mobility
Dexterity
Advances in communication technology mean that difficulties with
mobility don’t have to affect your independence.
If you find it difficult to pick up a telephone handset or hold it to your
head for long periods there are alternative options to help you use the
telephone independently. BT’s policy of inclusive design, together with
advances in technology, means that today’s telephones and handsets
are more accessible.
Here are some ideas to help you make the telephone work for you.
The features listed below can all help you to use the telephone more
easily. See page 14 for more information on phones.
Bring the telephone to you
An extension cord or, more safely, an additional socket can let you have
the telephone in a more accessible place. DIY extension socket kits and
cords can be bought online from www.bt.com/shop and other retail
outlets. Alternatively you could arrange for BT to fit a socket for you by
ringing 0800 800 150. There is a standard charge for this service.
Take the phone with you
A cordless telephone is a good alternative to fitting extra sockets and
gives you greater choice of where to use the telephone. The handset
of a cordless telephone only has to rest on the telephone base to
charge the battery. At other times you can keep it with you so you
can make and receive calls wherever you are in and around the house.
Many cordless telephones have a multi-handset facility where several
handsets work off one base just by being plugged into an electric socket.
Let your caller leave a message
Using an answering machine or free BT Answer 1571 means your caller
can leave a message for you to listen to when it is convenient to you.
BT Call Minder (additional fee required) is similar to BT Answer 1571 but
lets you set the number of rings before the answering service takes a
message and you can record your own greeting message.
• Easy grip handset
• Hands free/headset option
• Large or well-spaced buttons
• Memory store to reduce the number of
times you have to press buttons to make
a call
• Speed dial options – frequently used
numbers stored under dedicated keypad
buttons
• Pre-dial facility to check the number you have keyed is correct
before dialling
• Wall mounting for more stability when dialling
• Dedicated 1571 buttons for easy message retrieval
If you cannot handle The Phone Book you may be eligible for our
195 free directory enquiry service. For an application form ring the
registration team on 0800 587 0195.
Opening hours are Monday to Friday 09.00 to 16.30.
For more information on phones see page 14.
For details of BT’s calling features see page 40.
10
11
Mental health and learning disabilities
Learning disabilities and mental health conditions can bring their own
communication difficulties. We cannot supply all the answers but here
are some ideas which may promote independence and reduce isolation.
Don’t make things complicated
• The fewer keys there are to cause confusion the easier it will be to
use the telephone
• Look for a telephone with large, clear, well-spaced buttons
• Avoid phones that store functions behind menu options that you
have to scroll through
• Avoid telephones with ‘soft keys’ – keys that have multiple
functions depending on where you are in the menu – they can be
very confusing
• Look for a telephone that has easily accessible memory buttons
where numbers can be dialled with just one or two touches.
This means you do not have to remember numbers or a lot of
instructions
• Look for a telephone that has speed dial buttons – keypad buttons
with dedicated numbers stored behind them that can be dialled
with just one or two touches
• Pre-dialling also means that you
do not have to worry about dialling
slowly as you can enter the number
at your own pace without being
disconnected from the network
before all of the number has
been entered
• If you are unable or do not feel up to talking to people, look for a
phone that allows you to send and receive SMS messages
For more information on phones see page 14.
If you find it difficult to read The Phone Book you may be eligible
for our 195 free directory enquiry service. To register, ring the
registration team on 0800 587 0195.
Opening hours are Monday to Friday, 09.00 to 16.30.
Involuntary nuisance calls
Some people who are confused can repeatedly dial the wrong number
in error without realising. This can become a nuisance to those
receiving the calls. If someone you know is doing this you might want
to consider looking for a telephone with a keypad lock which allows
access to outgoing calls via the memory buttons only. Alternatively
you can restrict outgoing calls by using BT Call Barring (additional fee
required). For more information call 0800 800 150 or listen to the
recorded message from BT’s Nuisance Call Bureau on 0800 666 700.
• Look for a telephone with very large memory buttons with space
for a picture of the person the button will call
• A pre-dialling facility displays the number being dialled as the
buttons are pressed. If you make a mistake you can go back a space
to enter the correct number. This reduces the chance of misdialling
and the frustration that it causes
12
13
Product information
The products displayed here have a variety of features that could
prove useful to people who do not find it easy to use the telephone.
For more information visit www.bt.com/shop/accessible_products.
All prices are recommended retail prices inclusive of 17.5% VAT.
Converse 2300
£53.99
•
•
•
•
•
Hearing aid compatible
Incoming voice amplification
Hands free
Headset socket
10 one-touch memory buttons
Converse 2100
£26.99
•
•
•
•
Three quick dial memories
Headset socket
Hearing aid compatible
Earpiece volume control
Converse 2200
£37.99
•
•
•
•
•
Hearing aid compatible
Incoming voice amplification
Hands free
Headset socket
11 quick dial memory buttons
Paragon 550
£44.99
•
•
•
•
•
•
•
16 minutes recording time
100 name and number directory
Incoming speech volume control
Hearing aid compatible
Hands free
Text messaging
Caller display
Paragon 650
£54.99
• 32 minutes recording time
• 200 name and number
directory
• Incoming speech volume control
• Hands free
• Text messaging
• Caller display
14
15
Freestyle 710
£34.99
Studio 4100
£19.99
•
•
•
•
•
•
•
•
•
Digital cordless
Large buttons
Volume Control
Hands free
50 name and number memory
via the display
• 9 speed dial options
Digital cordless
Big buttons
50 name and number directory
Caller display with 40 number
calls list
Studio 4500
£29.99
Freestyle 750
£39.99
As Freestyle 710 plus:
• Digital answering machine
• 11 minutes recording time
• Private playback
16
• 50 name and number phonebook
• Answer machine with
12 minutes recording time
• Caller display with 40 number
calls list
• 10 number redial list
• Alarm
• 5 handset ringer melodies
• Low energy power supply and
recyclable packaging
17
Synergy 5100
£39.99
Big Button 100
£24.99
•
•
•
•
• Large buttons
• Incoming or outgoing voice
amplification
• Hands free
• Hearing aid compatible
• Message waiting indicator
• 13 quick dial numbers
• Can be wall mounted
250 name and number directory
Hands free
Text messaging
30 number calls list
Synergy 5500
£49.99
• Digital cordless
• 250 name and number memory
store via display
• Earpiece and ringer volume
control
• 12 minutes recording time
• Text messaging
• Hands free
Baby monitor 150
£69.99
Not just for babies – the portable ‘parent’
unit with belt clip, volume control and
vibrating alert lets a carer be alerted that
they are needed from up to 300m outside
(50m inside). The talk back unit can reassure
the user that their request has been heard.
BT ADSL Microfilter
Approximately £1
A Microfilter cuts interference
when used on a broadband line.
A filter should be fitted in each
telephone socket where telephone
equipment is to be used.
18
19
Corded telephones
Features
Batteries
Call indicator
Caller display
Hands free
Headset option
Incoming speech
amplification
Inductive coupler
Intercom between
handsets
Keypad lock
Large buttons
Mains power required
Memory store/
directory
Message waiting
indicator
Multi-handset facility
Pre-dial
Receiver volume
adjustment
Recording time
REN
Ring tone options
Ring volume options
SMS
Speed dial options
Voice prompts
20
Big Button
100
4xAA
•
•
• and
outgoing
•
Converse
2200
•
Converse
2300
•
•
•
•
•
•
•
•
•
•
Paragon
510
Diverse
6210
Freestyle
710
Freestyle
750
Studio
3100
•
•
•
•
2 x AAA
•
•
•
•
2 x AAA
•
•
•
2 x AAA
•
•
•
2 x AAA
•
•
•
•
•
•
•
•
•
•
•
•
•
•
•
•
50
50
100
•
•
•
•
•
•
•
200
100
50
•
13
11
110
•
•
•
Answering
machine
Cordless telephones
Paragon
550
•
•
•
•
•
•
•
•
•
•
•
•
•
•
•
•
•
•
•
•
•
•
•
•
•
•
•
1
1
1
1
•
•
•
•
•
•
•
•
1
handset
and base
handset
and base
15 mins
1
handset
and base
handset
and base
•
1
handset
and base
handset
and base
•
1
•
1
handset
and base
•
10
•
3
11
•
•
•
9
9
answering
machine
Baby
monitor
Baby
Monitor
150
6 x AA
•
optional
Features
Batteries
Call indicator
Caller display
Hands free
Headset option
Incoming speech
amplification
Inductive coupler
Intercom between
handsets
Keypad lock
Large buttons
Mains power required
Memory store/
directory
Message waiting
indicator
Multi-handset facility
Pre-dial
Receiver volume
adjustment
Recording time
REN
Ring tone options
Ring volume options
SMS
Speed dial options
Voice prompts
21
BT energy-efficient phones
All BT home phones are now more energy efficient,
cutting running costs for customers by up to half.
Our more efficient power supply units are specifically
designed to help our customers consume the planet’s
resources more responsibly. For details of energyefficient phones visit www.shop.bt.com/energysaving
Visit www.bt.com/betterworld for more information on BT and
the environment.
BT is continually developing its product portfolio and removes
outdated products as new ones are introduced. Products may also be
discounted for limited periods of time especially via the online shop.
Visit www.bt.com/shop to check on the latest products and prices or
call 0870 429 3210.
Buying or renting a product from BT
Renting
Renting a product from BT offers the peace of mind that it will be
repaired or replaced should it become faulty and that you can exchange
it for another product with more suitable features at a later date.
Buying
Once you buy a telephone from BT it means that you own it, but it
will not be maintained by BT after the warranty period. Independent
companies will undertake repairs at a charge. Our recommended
repair agents can be contacted on 08702 405 029. You can buy from
the online shop at www.bt.com/shop. Please note current delivery
charges and the returns policy.
BT’s easy, no quibble, returns policy
If you are not satisfied with any BT product you buy by phone, you
can return it to us within 14 days for a complete refund. This does not
affect your statutory rights.
As from 1 July 2007 UK Waste Electrical and Electronic Equipment
(WEEE) regulations mean that old or faulty telephones can be
recycled at dedicated WEEE skips at local civic amenity sites. See your
local Phone Book for details.
Try Before You Buy
You can try out some of BT’s inclusive phones at your local Try Before
You Buy Centre. Visit www.bt.com/inclusion or ring 0800 800 150 to
find the one nearest to you.
See page 28 for more information about Try Before You Buy Centres.
To rent a phone from BT, please call one of our customer service advisers
– rental products are not available online. A minimum 18-month rental
period applies. Make one free call to order and arrange delivery.
Please note current delivery charges and the returns policy.
Residential customers ring
Text users call
Business customers ring
Text users call
22
0800 800 150
18001 0800 800 150
0800 800 152
18001 0800 800 152
23
Telephone features explained
Headsets
Caller Display
Displays the number that is calling
Pre-recorded message
Outgoing message provided
Not just for call centres, headsets can be
just as useful at home.
Call indicator
Flashing light when phone rings
Receiver volume adjustment
Settings: off, low or high. Not
equivalent to full amplification
• No need to struggle with a handset if
you have poor dexterity or limited arm
movement
Hands free
Hold a conversation without
picking up the handset
Headset
For a private hands free
conversation
Inductive coupler
Used with a hearing aid set to the
‘T’ setting for improved clarity of
incoming speech
Intercom
Allows conversations between
internal handsets
Keypad lock
Restricts dialling from that phone
only, not other phones on the
same line
REN
All telephone equipment has a
Ringing Equivalence Number
(REN) which is used to calculate
the number of items that can be
connected to the telephone line.
If the total REN per line of four is
exceeded the equipment may
not ring
Ring tone option
Sets the pitch of the ringer
Ring time selector
Sets the number of rings before
the answering machine cuts in
SMS
Short Message Service (text
messaging)
Memory
Store frequently used numbers to
dial using one or two buttons only
Speed dial
Store frequently used numbers
under specific key pad buttons
Multi-handset
Extra cordless handsets working
from one base station without
the need of additional wiring
Speech amplification
Amplifies either the incoming
or the outgoing speech through
the handset
Pre-dial
Check the dialled number on the
display before connecting the call
Voice prompts
Audible announcements to help
with set-up and operation
24
• No neck strain caused by holding
the handset between your head and
shoulder while you multitask
• No background noise with a duo
headset which lets you hear speech in both ears
• If you have poor speech a professional quality microphone picks up
the sound directly from in front of your mouth
The Accord 20 headset has a noise-cancelling microphone to reduce
background noise and lets you choose between handset or headset
options. It is available from www.bt.com/shop or by ringing
0870 429 3210.
In certain circumstances BT can provide a free Accord 20 headset to
customers who rent a Converse 2200 or Converse 2300 telephone.
Ring 0800 800 150 for details.
If you wear a hearing aid, the GN Netcom Proflex 2100 Telecoil headset
may help. For more details on this headset and other corded and
cordless headsets visit www.bt.com/headsets or call 0845 707 8157.
BT Headsets Direct
The BT Headsets Direct service at www.btheadsetsdirect.co.uk
provides a range of the latest headsets: corded, cordless, wireless,
Bluetooth and DECT. They also provide a Help Desk on 0845 707 8157
to discuss your specific requirements and recommend the most suitable
headset solution. BT Headsets Direct offers a ‘Try and Buy’ service
giving people 14 days to return it if it is not suitable.
25
General information
Mobile phones
As mobile phones seem to get smaller
and include more features they can
appear more complicated to use, but
here are some features to look for that
might help if you have hearing, sight
loss or poor dexterity.
Accessories
An extensive range of easy-to-install accessories such as extension
cords, socket kits, loud ringers, bells and REN boosters can be bought
from www.bt.com/shop, 0870 429 3210
Pacemakers
Radio frequency signals used by cordless and mobile phones may
interfere with the operation of a pacemaker. We strongly recommend
that if you wear a pacemaker you check with a medical expert when
choosing one of these products.
Product user guides
The latest product guides can be downloaded free from
www.bt.com/userguides
VAT
The rules covering claiming back VAT charged on products are set by
HM Revenue and Customs. Products which qualify have to be designed
specifically for disabled people and the person using the product has
to be registered disabled. BT operates an inclusive design policy which
means that currently no BT phone provided by us is VAT exempt.
26
• Compatibility with a hearing loop
for use with hearing aids using the
‘T’ setting
• Vibrating call or text alert
• Volume control that is easily accessible
• Backlit keypad to help you see the keys
• Large screen display with adjustable text and background contrast
• Large, well-spaced or recessed keys with a raised pip on or around
the number 5
• Hands free/loud speaking
• Voice dialling of phonebook entries
• Headset option for privacy or when dexterity is a problem
• Keys that click or beep to confirm when pressed
• Textphone software to make and receive textphone calls (not SMS)
27
Try Before You Buy Centres
Breaking the Internet stereotype
Try Before You Buy (TBYB) Centres are a national network of locations
where you can try out telephone equipment before you buy it to make
sure it is suitable for your needs.
Recent research* indicates older people are still not maximising the
Internet even though modern technology can provide a whole new
take on life, giving access to information and savings on purchases
not available in the high street. It can also be crucial in preventing
isolation among those who find leaving the house more difficult.
At BT we understand how disappointing it can be to buy something
from a high street shop only to get it home and find that it does not
meet your needs. By working in partnership with third-party TBYB
Centres, BT provides over 200 locations where you can see, handle and
try out our equipment in a non-sales environment.
TBYB Centres are set up
in disabled living centres
or within the premises of
organisations committed to
providing solutions around
a particular impairment. So
you also benefit from the
expertise of professionals
working in these centres.
According to the research* among adults aged over 65 the most
common uses of the Internet are:
• Sending emails
• Finding information about goods and services
• Travel and accommodation enquiries
• Internet banking
• Reading or downloading online news, newspapers and magazines.
Doreen’s story shows how the
Internet can enhance your life.
Co-Deaf, Spennymoor Day Centre
David Harris of deafPLUS Bath, a charity which benefits and promotes
the welfare of deaf and hard of hearing people said:
“It is vital that people with disabilities are able to communicate
effortlessly with friends and relatives and we are delighted to support
this BT initiative which gives people with disabilities the chance to try
before they buy.
“Keeping us up-to-date with new innovations means that we
are better able to advise our clients so that they can lead more
independent lives.”
After her husband passed away‚
Doreen‚ 70‚ of Leeds‚ began to
experience loneliness and feelings of
social isolation. Doreen credits an IT
course with Age Concern Leeds with
helping her overcome this loneliness
and opening up a new world of opportunity.
“The Internet lets me stay in contact with my family abroad and
also my friends locally. I’ve even made some new friends online! I
encourage any older people who are feeling isolated or lonely to get
online,” said Doreen.
New centres are regularly joining the network so visit www.bt.com/
inclusion for details of where to find your nearest TBYB Centre.
*National Statistics Opinions (Omnibus) Survey 2009. www.statistics.gov.uk
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Helping you get connected
The number of adults over 65 using the Internet is increasing year on
year but in 2009 30% of UK households still do not have access to the
Internet. Of these households, 15% gave lack of skill as the reason.*
If you want to cross the ‘digital divide’ and join the online community,
here are some ideas to help get you started.
BT and Age UK (formerly Age Concern and Help the Aged) have
formed a strategic partnership to help older people learn about new
technologies and get online. They run many projects across the UK
that help older people to learn IT (Information Technology) skills
and highlight the benefits such skills can bring to their daily lives.
The guide, ‘Make the most of the Internet,’ provides useful advice
for people who want to develop their skills further. For a copy go to
www.ageconcern.org.uk or ring 0800 00 99 66.
The BT Community Connections award scheme enables
community groups and charitable organisations, based in the UK
or the Republic of Ireland, to apply for a laptop and a year’s free
broadband connection. Since the scheme began in 2000, over
6,000 awards have been given. To apply for an award, go to
www.btcommunityconnections.com
BT Internet Rangers is a key part of
BT’s digital inclusion programme.
Launched in 2003, the initiative
has inspired hundreds of children
and young people to help bridge
the digital divide by teaching older
generations the benefits of using ICT
and the Internet.
The annual BT Internet Ranger of the
Year Awards form a major component
of the initiative and are aimed at finding and rewarding the most
dedicated young Internet teachers from around the country.
In 2009, an additional award was introduced to encourage schools
or a group of schools to organise events where young people, up to
the age of 16, use their ICT skills to help other people learn about
computers and how to surf the Internet. For more information, please
go to www.btinternetrangers.co.uk
The Internet: it’s easier than you think is a leaflet from BT that gives
information on how easy and straightforward it is to become ‘digitally
connected’. Call 0800 800 150 or visit www.bt.com/inclusion
for a copy.
*National Statistics Opinions (Omnibus) Survey 2009. www.statistics.gov.uk
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Get Connected
HFT, the national charity for people with learning disabilities and
BT, have produced ‘Get Connected’ a free guide for people with
learning disabilities wanting to use a computer for the first time.
‘Get Connected’ offers practical advice helping people to choose a
computer and equipment suitable for their needs.
For a range of computing products to help you get the most out of
broadband technology visit the online shop at www.bt.com/shop or
ring 0870 429 3210.
The guide is available either as printed help sheets or on DVD and
can currently be obtained free of charge from HFT by emailing
joharrison@hft.org.uk or ringing 0117 906 1722. You can visit HFT
online at www.hrt.org.uk
BT Home IT Support is there to solve your IT problems. They fix 80%
of problems immediately over the phone by taking over your machine
and remotely fixing the fault whilst you watch, and if not they can
send an engineer to you – either way, they won’t charge you until
you’ve both agreed the best way forward. They can help even if you
don’t have broadband with BT. All you need is a BT phone line. For
more information and subscription details go to www.bt.com/homeit
UK Online Centres
There are more than 6,000 UK Online Centres providing tools and
advice making it easy for people to get online. To find your nearest
centre go to www.ukonlinecentres.com or ring 0800 77 1234.
Broadband
Connecting to the Internet by
broadband rather than the old dial-up
method means faster connection and
an ‘always on’ service that is ready for
use whenever you are.
If you are new to the Internet and
computers or wondering about
upgrading from dial-up to broadband there is a guide in the ‘Getting
online’ section at www.bt.com/inclusion to help get you started.
It is written in plain English as well as being available in BSL and
covers choosing the right broadband package, getting started with
broadband and connecting to the Internet. In addition there are
answers to frequently asked questions and a broadband dictionary
to explain technical terms.
The less you worry about the Internet and broadband the more you
will enjoy it
Improving access to meet individual needs
From something as simple as changing the colours used on the screen
or the size of the text, to using specially developed software such as
Browsealoud, specialised screen reader programmes or websites using
BSL, there are many ways to improve accessibility.
A specially designed mouse and keyboard can also reduce the
discomfort or limitations caused by standard equipment allowing you
to concentrate on what you can do rather than on what you cannot.
AbilityNet is a national charity that helps disabled adults and children
use computers and the Internet. Visit www.abilitynet.org.uk/myway
or call 0800 269 545 for information on how adapting and adjusting
technology can help you enjoy the Internet to the full.
To order BT Broadband go to www.bt.com/broadband
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33
BT Text
Alternative media and accessible information
Text messaging or Short Message
Service (SMS) is a quick, cheap and easy
way to keep in touch and is particularly
useful for people with hearing or speech
impairments. Two BT Calling Plans even
have inclusive texts, allowing you to send
free texts from your landline.
With an SMS enabled phone plugged into
your BT landline and BT’s Caller Display
service (additional fee required – free if
registered with BT Privacy) you can send
and receive text messages to and from other
landlines which have SMS enabled telephones
as well as to and from mobile telephones.
Text messages sent to standard telephones or to lines without Caller
Display will be delivered as voice messages. If you want to make sure
that any text message you send to someone with a visual impairment is
received as a spoken message insert *3# at the beginning of the message.
Voice texts to landlines can be delivered in a male or female voice, key
*M# to change from the usual female voice.
From your landline type *2# and send to 00000 if you want to be
able to receive all your messages as Voice. To undo this, type #2# and
send to 00000.
Order Caller Display at www.bt.com or call 0800 800 150 and then
register for BT Text by sending your first message.
Once you are registered you can set a curfew for the delivery of some
messages by calling 0800 587 5252.
For more information visit the ‘Calling features’ section at
www.productsandservices.bt.com
34
BT’s printed information is available in alternative formats free of
charge for those who have difficulty reading standard print.
Standard BT literature can be provided in:
Large
Print
Large Print:
produced in 20
point clear font.
Audio:
provided on
audio CD.
Braille: provided
single-sided in Grade
2 abbreviated.
Audio CD billing information includes an audio CD file, an MP3 file and
a text file. It can be played on CD and DVD players and PCs, and the
text file is compatible with screen-reading software on a PC.
To order alternative media literature and bills visit www.bt.com/
inclusion or call 0800 800 150.
www.bt.com/inclusion is an accessible website where you can alter
font sizes and background colour to suit your needs. It is Browsealoud
compatible to allow the website contents to be read
aloud to users. BT’s inclusion site has also now been
awarded the ‘See it right’ certification by the RNIB
and AbilityNet for the easy navigation, layout and
usability of the site.
If you are a sign language user follow the links to our information sites
in BSL.
If you find it difficult to read The Phone Book try using the online
version provided free at www.thephonebook.bt.com. Alternatively
you may be eligible for our 195 free directory enquiry service. For
an application form ring the registration team on 0800 587 0195.
Opening hours are Monday to Friday 09.00 to 16.30.
35
Payment options and information
Schemes to help customers on a low budget
Additional savings: See www.bt.com and select ‘At Home’ for more
details of BT’s Calling Plans or call 0800 800 150.
BT Basic
BT Basic is a low-cost phone package designed
by BT, working closely with telecoms regulator
Ofcom, to help customers keep in touch even
if money is a bit tight.
Monthly Payment Plan: 12 equal payments a year based on your
previous usage paid by direct debit so you always know what is
leaving your bank account.
The package is made up of a low-cost line
rental and a call allowance. All the phone costs
are very clearly priced and calls made above
the allowance are at a set rate to help you keep
track of your spending and within budget.
Whole Bill Direct Debit: The whole amount of your bill is taken
automatically from your bank account by direct debit, soon after your
bill arrives, with nothing more for you to do.
Paper free and online billing: Managing your bills online saves you
money and helps you do your bit for the environment.
BT Credit Card: Our credit card offers competitive rates and a scheme
that automatically rewards the card holder with money off their
phone bill.
Processing fee: In line with other telecoms companies we charge a
processing fee for payments not made by direct debit. The Payment
Processing Fee does not apply to BT Basic customers.
Late payment charge: Charged to your next bill if a bill remains
unpaid after 10 days of the red reminder for a quarterly bill, or
seven days for monthly bills. If you are experiencing temporary
payment difficulties please contact us; we make every effort to avoid
disconnection.
36
Only customers who receive one of the following benefits are eligible
to apply for BT Basic:
• Income Support
• Income-based Job Seeker’s Allowance
• Employment and Support Allowance (income related)
• Pensions Credit (Guarantee Credit).
For more information visit www.bt.com/btbasic. If you are a BSL user
visit www.bt.com/btbasicsign
Chronically Sick and Disabled Persons Act (CSDP)
This act gives local councils a duty to assess the needs of disabled
people for help with the cost of telephone service and any necessary
special equipment. Installation and rental costs may be included but
not call charges. Contact your local council for more information.
37
Services for vulnerable customers Protected Services Scheme
A free scheme to protect any customer who,
in exceptional circumstances, such as a stay in
hospital, forgets to pay their phone bill. You
can nominate a family member or friend that
BT can contact on your behalf so that in the
event of an unpaid bill, the telephone line is
not disconnected.
Free priority fault repair
People with a long-term illness or disability
and whose telephone is vital in an emergency
may be eligible for this service. It is available on standard BT lines and
provides priority treatment in the event of a fault occurring on that
line. Priority is given ahead of other jobs but immediate repair cannot
be guaranteed. The use of a Lifeline does not mean you automatically
qualify for free priority fault repair. There are chargeable options for
those who are not eligible for this service.
Free hardwired socket conversion policy
Vulnerable customers can request their hardwired telephone
equipment to be converted free of charge to a modern plug socket. This
will enable them to use newly developed products with enhancements
which they may find useful. Call 0800 800 150 for more information.
Community alarms
A community alarm lets you call for help at the press of a button in
an emergency. Pressing the trigger sends a call for help down the
telephone line to a command centre where staff take control of the
situation. Alarm services are available from local authorities, housing
associations, charities and commercial firms. Contact the Telecare
Services Association at www.telecare.org.uk or call 01625 520320
for more information.
38
Problem phone calls
Telesales calls
BT Privacy at Home can reduce unwanted telemarketing calls. Your
details are added to the free Telephone Preference Scheme (TPS) register
and Caller Display lets you choose whether to answer a call or ignore it
by letting you see the number of the person calling before you answer,
unless it is withheld or unavailable. Go to www.bt.com/btprivacy or call
0800 800 150 for more information or to place an order.
Caller Display is free with BT Privacy but BT reserves the right to raise
the charge for it if customers do not make a minimum number of calls
with BT within their normal billing cycle.
Landline mis-selling
Mis-selling occurs when you are misled into signing up to a new phone
service you do not want – or in the worst case, your phone service is
switched without anyone ever contacting you. Go to www.bt.com/
misselling for our guide ‘Talk to the Hand’ on how to avoid this.
Nuisance or malicious calls
It is a criminal offence to make nuisance or malicious calls and can
lead to prosecution. In extreme cases our team of specialists can work
with the police to trace calls. If you are receiving calls, other than
unwanted sales calls that are causing you distress or annoyance, the
following options may help you to solve the problem.
Call 0800 666 700 for a pre-recorded self help message, available 24
hours a day. Call 0800 661 441 to speak to an adviser.
BT Choose to Refuse: Blocks incoming calls from a particular number.
Additional fee required.
BT Anonymous Call Rejection: Blocks incoming calls from anonymous
or withheld numbers. Additional fee required.
Non-BT customers should contact their own supplier about any of the
services mentioned in this section.
39
Calling features – your phone working for you For the latest services and prices, please
see the ‘Calling features’ section at
www.productsandservices.bt.com
Reminder Call is an alarm clock on your phone.
Don’t miss a call
BT 1471 tells you the last number
that called. Press button 3 to
automatically return the call.
An additional charge is raised for
this – see notes section.
BT Text allows you to send and receive text (SMS) messages to and
from other fixed lines or mobile phones.
Textphone users dial 18001 1471 for the last number calling in via
Text Relay.
Call Waiting is an alert that another caller is trying to get through to you.
Call Diversion lets you divert your calls to another number when you
are away from home. The customer renting Call Diversion pays for the
diverted part of the call.
Ring Back calls to let you know when an engaged number becomes free.
Manage your calls
Call Sign is a second number on the same line with a different ringing
alert so you know who the call is for. This can be useful if you want to
separate incoming business and personal calls or distinguish between
calls to a textphone and calls to a standard phone.
Caller Display (provided free with BT Privacy) – see who is calling
before you answer (additional equipment required).
Call Barring lets you control which calls are made from your phone.
40
More useful services
3 Way Calling is for when three callers need to join a call.
BT Answer 1571 lets your caller leave a message when you are unable
to get to the phone. Press button 0 to automatically return the call.
An additional charge is raised for this – see notes section.
Call Minder is a multi-feature answering service that lets you retrieve
your messages from another landline or mobile, anywhere in the
world. Press the 0 key to return the call – see notes section.
Notes
You need a fixed line phone with * and # buttons that make musical
tones when you dial to use these services.
The call return facility fee which is charged in addition to the call charge
for BT 1471 and BT Answer 1571 is waived for customers registered
with the 195 service or who receive their bills in alternative format.
Call Minder and BT Answer 1571 services produce an interrupted dial
tone incompatible with some social and burglar alarms. Please check
with your supplier.
For prices and more information on BT’s calling features go to
www.bt.com and select ‘At home’ or call 0800 800 150.
Non-BT customers should contact their own supplier about any of the
services mentioned on these pages.
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If your telephone line develops a fault We aim to provide a continuous high
quality service but in the unlikely event
of something going wrong we will work
on any problem reported to us. BT
provides a customer service guarantee
which means that we will make it our
priority to keep you connected by
offering to divert your incoming calls to a number of your choice.
Alternatively, you may be entitled to claim Daily Rate Rental Credit.
See www.bt.com/terms for full details.
People with a long-term illness or disability and whose telephone is
vital in an emergency may be eligible for our Free Priority Fault Repair
Service. See page 38 for details.
The service you can expect from BT
We aim to give you an excellent service and our Code of Practice sets
out full details of what you can expect from BT. You can access it on
www.bt.com or request it from 0800 800 150.
If you have a complaint, please log on to www.bt.com and click on ‘Contact
BT’. You can also call 0800 800 150 (a free call) or contact us in writing
at: BT Correspondence Centre, Providence Row, Durham DH98 1BT.
If you are unhappy with our response you can ask a Complaint Review
Manager to investigate. If we do not answer your complaint within
eight weeks, or if we write to you saying that we cannot agree an
outcome, you can ask Otelo, the Office of the Telecommunications
Ombudsman, to investigate.
Operator services
Providing the 999 emergency service since 1937
You can use operator services 24 hours a day seven days a week:
•100 – free UK operator assistance
•155 – free international operator assistance
•999 or 112 – free emergency services
•18000 – Freetext emergency services for textphone users.
Directory services
There are many independent providers of directory services in
addition to those available from BT. All are chargeable. BT’s directory
enquiry services are:
•118 500 for UK numbers
•118 505 for international numbers
•118 404 for Welsh language
directory enquiries
For free and unlimited searches
online (including a Welsh language
option) click www.thephonebook.bt.com
If you find it difficult to use The Phone Book you may be eligible for
our 195 free directory enquiry service. For an application form ring
the registration team on 0800 587 0195.
Opening hours are Monday to Friday 09.00 to 16.30.
You can write to them at Otelo, PO Box 730, Wilderspoon Park,
Warrington, WA4 6WU, visit their website at www.otelo.org.uk, ring them
on 0330 440 1614 or 01925 430 049, or text phone: 0330 440 1600
or 0845 051 1513.
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43
BT’s contact and service details
Index
When contacting BT, in most cases you will need to quote your BT
account number.
Alternative media and accessible information
Accessories
BT Basic
BT Sign
BT Text
Buying or renting a product from BT
Calling features
Chronically Sick and Disabled Persons Act
Community alarms
Complaints
Computers and the Internet
Contacting BT
Directory services
Free priority fault repair
Hardwired conversion
Headsets
Live Chat
Mobile phones
Nuisance calls
Operator services
Pacemakers
Payment options and information
Phone Books
Products
Product user guides
Protected Services Scheme
REN
Telephone features
Textphones
Try Before You Buy Centres
VAT
Go to www.bt.com to access most of BT’s
services including:
• Ordering a new line
• Transferring your service to a new house
• Coming back to BT
• Ordering products and services
• Viewing or paying your bill
• Changing your Calling Plan
• Changing Friends and Family details
• Finding information on home security or entertainment
• Reporting and tracking a fault.
If you are a BSL user visit www.bt.com/btsign
Step-by-step instructions will help you with each request.
Our customer service teams will be happy to help if you prefer to
contact us by telephone:
• 0800 800 150 – for BT Sales and Service
•0800 401 000 – for our BT Asian languages helpdesk where
advisers can answer calls in Hindi, Gujarati, Urdu and Punjabi
• 0800 800 288 – for our BT Welsh language helpdesk
• 0800 800 151 – for faults.
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Offices worldwide
The services described in this publication are subject to availability
and may be modified from time to time. Services and equipment
are provided subject to British Telecommunications plc’s respective
standard conditions of contract. Nothing in this publication forms
any part of any contract. All prices are correct at time of printing
and can be subject to change. In no circumstances is BT liable
for any errors or omissions.
© British Telecommunications plc 2010
Registered office: 81 Newgate Street, London EC1A 7AJ
Registered in England No. 1800000
www.bt.com
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