BT | BT4500 | Including You: BT`s guide to helping you communicate

Including You
BT’s guide to help you communicate
bt.com/includingyou
Welcome
In this guide, you’ll find information about our standard and more
specialised products and services. We hope that it will be useful for
everyone but it’s especially aimed at our customers who find
communication more challenging.
We understand that everyone has different communication needs and, while we don’t want to
make assumptions about what you can or can’t do, or want to do, we hope you’ll find enough
information to make informed decisions.
We’ve brought together lots of information about our products and services, help and support,
news, advice, information – and much more – all in one place, at bt.com/includingyou
The Including You website is fully accessible and you can alter font sizes and background
colour to suit your needs. It’s compatible with Browsealoud – which reads web pages aloud
and highlights each word as it’s spoken – useful if you need help reading or seeing a computer
screen. Many pages also have information in British Sign Language (BSL).
This booklet is free of charge. You can get a copy, or copies, by going to our download section
on the Including You website or by calling 0800 800 150.
It’s also available in:
• large print
• Braille
• audio CD.
bt.com/includingyou
If you’re a textphone user, you can contact any of the numbers shown in this
guide by inserting the prefix 18001.
2
Contents
Hearing
4
Sight
8
Speech and language
11
Mobility
13
Dexterity
14
Understanding and using technology
15
Our phones and features
19
• Accessibility features – your at-a-glance guide
26
• Phone features explained
30
• Headsets and other accessories
31
Renting or buying from BT
33
The internet – much more than just being online
35
Paying your BT bill – and ways we can help
39
Getting more from your phone
42
Help and how to contact us
44
3
Hearing
We know that your hearing is as individual as you are and what
helps one person might not be so useful for another. So it makes
sense to get as much information as you can before you decide
which product’s right for you.
We all hear things differently through a phone handset because the sounds are changed.
And as we get older, our hearing changes too. This is natural and you shouldn’t worry if you
think your hearing’s changed.
But if you’re concerned that your hearing isn’t as sharp as it used to be or if you know
someone who’s having trouble on the phone, you can find lots of helpful information
at bt.com/hearinghealth.
4
When you’re looking for a phone, here are some features that can help you hear your
caller’s voice:
• incoming speech amplification
• hearing aid compatible (which means the phone works
with the ‘T’ or loop setting on your hearing aid).
Look for this symbol:
• hands free operation so sound reaches both ears
at once
• some phones have the keypad in the handset. So you
might prefer a phone with the keys 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 31 for more information.
These days, digital cordless phones have good sound quality. They don’t usually have an
inductive coupler but some have an ‘in the ear’ headset option with a headset socket. If you
use a hearing aid when you’re on the phone, you might be able to hear better by using a neck
loop (portable inductive coupler) in place of the headset. For more information on which
phones might suit you, see page 19.
Helping you hear your phone ring with a Tonecaller
If you have trouble hearing your phone ring, you might find it helpful to get a new phone with
a choice of ring tones and volumes. Or a phone with a visual call indicator might help.
But if you still miss calls you might find that an extra alert is
useful. BT can supply a Tonecaller, which rings at the same
time as your phone and comes with a volume control and a
choice of four different tones.
If you’re a BT home customer and can’t hear the phone ring
due to a hearing loss, we can supply a Tonecaller, free of
charge, with a socket doubler for easy self installation next
to the phone.
If the alert would help more if it was placed away from the
phone, we can install an extension socket for use with a
Tonecaller or a loud extension bell free of charge (one per
residential customer). To order call 0800 800 150.
Remember: unless you’ve the latest phone sockets with a built-in ADSL filter, you
need to use an ADSL filter between the phone socket and the alerting device.
See page 24 for more details.
5
Sound Connections
Sound Connections is our no-nonsense guide that shows how
you can get clearer or louder speech on the phone, including
how to use hearing aids and phones together. It’s recommended
by Hearing Link for people who are hard of hearing and the
professionals who advise them.
To read or download Sound Connections, click
on ‘Useful downloads’ on the ‘Help’ page at
bt.com/includingyou.
Communication Choices
For deaf or hard of hearing people
bt.com/includingyou
Sound Connections
BT’s guide to hearing better on the phone
bt.com/includingyou
Communication Choices: for deaf or hard
of hearing people
Communication Choices is a BT guide that helps you find the
best way to communicate if you’re deaf or hard of hearing.
It’s mainly about phones but it also shows you how the
internet and other technologies can help.
To read or download Communication Choices,
click on ‘Useful downloads’ on the ‘Help’ page
at bt.com/includingyou.
BT Text
Text messaging or Short Message Service (SMS) is a quick and easy way to keep in touch and
is particularly useful if you’ve got a hearing loss or speech impairment.
• If you’re with BT, you can use BT Text, BT’s landline SMS service.
• If you aren’t with BT, check with your provider to see if they offer a similar service.
To use BT Text, you need a text-enabled
phone and a Caller Display service
(charges may apply). You can get Caller
Display as part of BT Privacy. For charges,
see bt.com/callingfeatures.
With an SMS enabled phone plugged into
your BT landline, and BT’s Caller Display
service, you can send and receive text
messages to and from other landlines that
have SMS enabled phones as well as to and
from mobile phones.
6
Text messages sent to standard phones 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.
For more information about BT’s Caller Display, go to bt.com/callingfeatures.
Text Relay
If you use a textphone, Text Relay helps you communicate with people who use a standard
phone or another textphone (sometimes called a minicom). When needed, a relay assistant will
translate the text to voice and the voice to text.
If you’re a BT customer and use Text Relay, there’s no extra charge for the service and we
automatically apply a rebate for the text portion of applicable calls. If you aren’t a BT customer,
contact your supplier for more information.
For more information about Text Relay, go to textrelay.org, call 0800 731 1888 (voice),
0800 500 888 (text) or email helpline@textrelay.org.
Textphones
If you struggle to hear speech on the phone,
a textphone might help. Textphones help
people with a hearing or speech impairment
to have typed phone conversations either
person-to person or via a relay assistant.
There are many different models of textphone.
Find out more at textrelay.org.
7
Sight
The term visual impairment covers a wide 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 any visual impairment will be personal to you.
Here are some features to consider which might help when choosing a phone:
• cordless with the keypad in the phone handset or a wall-mountable corded phone
so you can see the numbers close up
• keypad beeps so you know you’ve pressed the buttons
• voice prompts to help with set-up or special features
• loudspeaker so you can make notes by hand or by a Braille note taker
• illuminated keypad
plus…
Clear, good sized
text on screen
Large, well-spaced
keys with good contrast
between background
colour and number
For more information on phones, see page 19.
8
Memory store with easy
access for the numbers
you use most
A raised dot on the 5 key
to help you move around
the keypad
a
in
h
w
p
o
w
e
l
w.
at, ic is a you ke
o
l
h
t
e
s
w
s
ts b
a
fi
p
B
l
e
en
BT nd he
b
.
e
e
n
a
f th
o
d
e
n
a
on
t
g
s
.
r
n
t
i
e
h
g
aim
i
l
t
c
t
e
i
ar
b
u
a
o
y
s
sic if
Ba
T
B
get
nce
a
ually
w
llo
)
t
A
r
d
s
o
e
’
t
p
r
ith
a
e
p
l
)
k
w
e
u
t
r
i
e
S
s
e
e
fit .
red
bse
m
e
C
o
o
n
J
c
d
e
b
(in
ee
sic
ed
t
t
s
a
e
e
n
a
B
c
g
a
b
an
ar
ou for BT
u
w
y
meG
o
f
l
(
i
l
dit
nd ligible
rt A
e
a
r
o
,
C
y
p
s
up
ppl ill be e
S
a
sion
d
s
n
an
o
i
t
t
uw .
i
n
o
d
e
y
n
his
m
o
n
t
8
y
c
a
o
n
e
e
l
e
i
m n pag
m
ic
t
mp
s
o
s
o
a
t
n
B
o
tha s does tions
BT
t
e
t
u
no
bo
thi
ndi
a
e
s
o
s
w
c
e
a
no
Ple r nam list of
k
al.
t
o
t
n
a
l
e
a
i
d
er
ee
n
sim an see
n
i
l
ry
u
e
s
v
o
h
c
t
e
y
ways to get a
literature
and information from BT
ll
T)
on
A
You Other
m
d
V
n
e
g
If you’ve problems
fi seeing or reading standard print, BT’s printed information
re is available
in in
h
’llformats
d
t
u
u
r
l
o
alternative
free
of
charge.
) fo 0 (inc
ey .
T
p
na
A
o
o
V
5
h
i
.
e
t
g
e
4
d
a
You
can
get
standard
BT
literature
in:
i
W
rn .
din p to £
t?
gu
e
s
u
t
l
y
o
c
n
d
i
c
ey
d
(in e of u
n
n
han Large print oes it 4.40Audio
a
o
l
Braille
nc
na
em
d
a
1
r
o
i
o
h
£
w
t
c
t
o
a
m
u ts jus
s3
y
all
,n
m
l
u
n
l
l
l
a
a
p
a
c
w
s
(
c
g
lo
in
te
Ho asic co get a
n
y
u
o
a
n
i
p
m
end thout
a
p
BT B hat, you .
s
p
.7
to
wi
0
s
,
t
0
1
s
h
r
5
t
y
.
h
Single-sided
in Grade 2
FoProduced
nt CD
oinn20 point et £4Providedmonoaudio
on
pa
l
s
m
l
’
e
e
u
clear
font
abbreviated
d
lu
u g three
yo lls.
c
,
o
thre
n
y
e
i
c
ca
an
his
ans every
t
K
e
w
s
U
o
r
m
l
al you can apply formour
lls directory because
is can’t usecaaprinted
beFree 195
l al of a disability,
l
m
•TIfhyou
r
a
u
o
c
e
r
l nthe 195 Directory
linEnquiries. If you’re
e n operator
l
Directory
auBT customer
and
Enquiries
o
d
n
a
y
n
o
r
r take advantage
h included in your
la
vecan
f pminutes
connects your call,oyou
B
l) fo of any inclusive
l
o
a
o
s
c
g
e
e
p
BT call package.
u
n
ty
yo h pho
e
f
I
h
t
If you’d like to
587
of0195 for an application form. We’re open from 9am
acregister, call 0800
t
e
s
r
i
l
o
to 4.30pm,
f Monday toeFriday.
ea
s
an
c
u
Yo
6.
e
g
pa
9
• Our audio CD billing information includes
an audio CD file, an MP3 file and a text
file. The CD can be played on CD and
DVD players and PCs, and the text file is
compatible with screen-reading
software on PCs.
To order alternative media bills, go to bt.com/billformats or call 0800 800 150.
• 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’s a set-up charge for this and your normal call charges will
apply. But if you’re a BT customer and registered with our free 195 directory service, you
won’t need to pay the call set-up charge.
• For information on spoken text messages via BT Text, see page 6.
• For ideas on adaptations to make your computer more accessible, see page 37.
10
Speech and language
Your own voice quality might affect how well you’re able to
communicate over the phone. This could be because you have
a quiet voice, use a speech output device or because you have
difficulty pronouncing some words. Here are some ideas that
might help.
Take control
You’ve probably worked out the best ways to make and take phone calls – and if your ability to
speak is affected by day-to-day circumstances, there might be products that can help you too.
Making calls
Preparing in advance will help you to have the most control over your call.
• Have any details you might need with you before you start the call.
• Make notes about what you want to say and keep them handy while you’re talking.
• Rehearse what you want to say, especially
opening lines and note down key words
to prompt you.
• Practice helps, perhaps by
making easy calls to people
you know before tackling
more difficult calls.
11
Answering calls
• Never rush to answer a call, do it in your own time.
• Use BT Caller Display to check who’s calling you.
Only answer if you feel you want to. You can get
BT Caller Display as part of BT Privacy – see page
42. (You might need to pay an additional fee and
get a new phone if your phone isn’t enabled for
Caller Display.)
• Let an answering machine or BT Answer 1571
take the call and you can ring the caller back when
you’re ready to talk.
• Record your conversations so that you can identify
problem words and work on your phone technique.
Helping others hear you
If you’ve a quiet voice the person you’re speaking to might not be able to hear you. Apart
from being frustrating, repeating yourself wastes your time. A phone 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 that allows typed phone
conversations. For more information see page 7 or go to textrelay.org.
If you use a speech output device you could use a phone with a hands free (loudspeaker)
feature to pick up the audio output and transmit it down the line so you don’t need to hold
the handset near the device.
A loudspeaker phone might be useful if, for example, someone is there to monitor the call
and help if necessary.
BT Text
You might think that text messaging or Short Message Service (SMS) is more for people with
hearing difficulties but SMS can also help if you’ve got a speech or language impairment.
You can find out more about BT Text on page 6.
Using email and instant
messenger
The internet’s given us more ways to
communicate. And now, with gadgets like
tablets and smartphones, it’s even easier to
stay in touch, both at home and on the move.
For more about how the internet can help
you, see page 35.
12
Mobility
If you’ve a problem moving around, advances in communication
technology mean that this doesn’t have to affect your independence.
Here are some ideas to help you make your phone work harder for you.
Bringing the phone to you
Extension cables or, more safely, extra sockets can let you have
phones in more accessible places. You can buy DIY extension
socket kits and cables from bt.com/shop and other retail
outlets. Or you could ask BT to fit a socket for you. Just call
0800 800 150. There’s a standard charge for this.
Taking the phone with you
A cordless phone is a good alternative to fitting extra sockets
and gives you greater choice of where you can use it.
The handset of a cordless phone rests on the phone base
to charge the battery – at other times you can keep it with
you so you can make and take calls in and around your home.
Many cordless phones now come with extra handsets, which work
off one base and just need to be plugged into an electric socket.
Letting your caller leave a message
Using an answering machine or BT Answer 1571 means a caller can leave a message for you
to listen to when it’s convenient to you. BT Answer 1571 answers your calls when you’re not
in or when you’re already on a call. You can set up your own personal greeting so callers know
they’ve called the right number.
BT Call Minder (additional fee applies) is similar to
BT Answer 1571 but it lets you:
• store more messages
• set the number of rings before it cuts in
• pick up messages remotely when you’re away from home.
For more information on phones, see page 19.
For details of BT’s Calling Features, see page 42.
13
Dexterity
If you find it hard to pick up a phone handset or hold it to your ear
for a long time, maybe it would help to try a different phone – one
which uses the latest technology and is designed for easy use.
The list below shows some of the latest features that could help. For more information on
phones, see page 19.
• Easy grip handset.
• Hands free/headset option.
• Large or well-spaced buttons.
• Memory store so you need to press fewer
buttons to make a call.
• Speed dial options – frequently used
numbers stored under dedicated keypad
buttons.
• Pre-dial facility to check you’ve keyed the
right number before you dial.
• Wall mounting for more stability when
you’re dialling.
• Dedicated 1571 buttons so you can pick
up messages easily with just one press.
Free 195 Directory Enquiries
Free 195 Directory Enquiries is for customers who can’t use a printed directory because of
a disability.
If you’re a BT customer and the 195 Directory Enquiries operator connects your call, you can
take advantage of any inclusive minutes included in your BT call package.
If you’d like to register for Free 195 Directory Enquiries, call 0800 587 0195 for an
application form. We’re open from 9am to 4.30pm, Monday to Friday.
14
Understanding and
using technology
Learning disabilities and mental health conditions can bring their
own communication difficulties. So can problems with memory or
understanding resulting from, for example, dementia, brain damage
or the effects of a stroke. We don’t have all the answers but here are
some ideas that can help you keep your independence.
Don’t make things complicated
Look for a phone with:
Avoid phones that:
• large, clear, well-spaced buttons
• easily accessible memory buttons
• have lots of buttons or keys that can
be confusing
• stored numbers that can be dialled with
just one or two touches
• store functions behind menu options
that you have to scroll through
• speed dial buttons
• have ‘soft keys’ with multiple functions
depending on where you are in the menu.
• large memory buttons with space for a
picture of the person the button will call
• pre-dialling – this displays the
number as you enter it, so you can
easily fix a mistake. It also means
that you can enter numbers at your
own pace, with no worries about
being disconnected before you’ve
finished dialling.
If you can’t or don’t want to talk to people,
look for a phone that lets you send and
receive text (SMS) messages.
For more information on phones,
see page 19.
15
Free 195 Directory Enquiries
If you can’t use a printed directory because of a disability, you
can apply for our Free 195 Directory Enquiries. If you’re a BT
customer and the 195 Directory Enquiries operator connects
your call, you can take advantage of any inclusive minutes
included in your BT call package.
If you’d like to register for Free 195 Directory Enquiries, call 0800 587 0195 for an
application form. We’re open from 9am to 4.30pm, Monday to Friday.
Using the phone to help control your calls
Your phone’s a great way for you to stay in touch and for people to stay in touch with you.
But you might get some calls when you’re busy or don’t want to stop what you’re doing.
Or maybe there are some callers you want to avoid, like those from telemarketing organisations.
Now there’s a phone that helps put you in control – the new BT6500 Nuisance Call Blocker.
Available as
Single, Twin,
Trio and Quad.
It’s a phone with all the modern features you’d expect. Plus it has unique features that help you
control the calls you want to take as well as those you’d rather not. And it’s got some great new
features that could be a real help for many of our vulnerable customers, especially those with
dementia or compulsive obsessive disorders.
16
You can decide who gets through by:
• filtering unwanted callers – speak only to people you want to
• sending all calls, except those from numbers you want to get through, straight to the
answering machine, without the phone ringing
• checking the answering machine remotely, weeding out those unwanted calls.
And you can decide who to call by:
• controlling outgoing call types – cutting out unplanned calls to premium rate, international
or mobile numbers
• use parental controls to specify up to ten chosen numbers that can be called, making
involuntary nuisance calls a thing of the past.
If you’d like to find out more about unwanted calls, see page 18.
Controlling the numbers you can call
It’s distressing if someone you know or care for makes repeat phone calls to certain numbers
(involuntary nuisance calls). And if the calls are to premium rate numbers, it can be expensive too.
A phone is a vital link for staying in touch and keeping
independence so taking the phone away isn’t an option.
And we want to make sure that customers have a BT
phone service they can rely on, without worrying
about causing a nuisance to other users or running up
unnecessary call charges.
Network Controlled Calling can help, by limiting the
numbers that can be called from a home phone line.
How Network Controlled Calling works
We’ll work with you, a family member or principle carer,
to agree a list of up to ten phone numbers that can be
called. We then arrange a restricted service on the landline
so that only these agreed numbers, the emergency services
(999 and 112) and BT’s Fault Repair Service (151) can be
called. Incoming calls carry on as normal.
You can find out more about Network Controlled Calling, and download a booklet
about it, at bt.com/ncc. Or you can email us at ncc.g@bt.com or call the Network
Controlled Calling team on 0800 919 591. We’re open 8am to 5pm Monday to Friday.
Is Network Controlled Calling suitable for everyone?
Network Controlled Calling isn’t suitable if more than ten numbers often need to be called
or if any of the listed numbers often need changing. In these cases, Call Barring, which
helps control which types of calls can be made, might be more suitable – find out more at
bt.com/callingfeatures.
17
Unwanted phone calls
You might sometimes get phone calls you’d rather avoid. The BT6500 Nuisance Call Blocker
(see page 16) can help control your calls. And these notes might help too.
There are four main types of unwanted calls:
• marketing calls, where someone’s trying to
sell you something
• calls made by mistake, such as wrong numbers
• silent calls, when it seems there’s nobody on
the line
• malicious calls – calls that aim to distress you.
While most unwanted calls are annoying, most are also harmless. Even silent calls aren’t usually
malicious – most are made by automated dialling equipment in call centres, trying to maximise
the amount of time call centre agents spend speaking to consumers. Often, when you answer
a call like this, the system tries to connect you to a sales agent but, if no agent is readily
available, the call ends automatically and it seems like you’ve got a silent call.
The worst kinds of unwanted calls are those intended to annoy, inconvenience or worry you.
They’re also likely to be the most upsetting. We’ve put together a booklet that shows you what
you can do about unwanted calls, how we can help and lots more information.
For your copy, go to bt.com/unwantedcalls. Or call our Nuisance Calls Advice Line on
0800 661 441. We’re open 8am – 10pm Monday to Friday and 9am – 6pm Saturday.
You might also find Call Control useful. It helps you get more from your phone by letting
you filter the calls you want to take and block the ones you don’t. Find out more at
bt.com/callcontrol.
18
Our phones and features
The products on the next few pages have a variety of features that
could help you if you don’t find it easy to use the phone.
For more information, go to bt.com/shop/accessible_products.
Find the right phone for you
We’ve chosen our most useful range of phones for you but to help make it easier to choose a
phone based on your particular need, look for the relevant icon.
I’d like some help with…
Hearing Speaking
Dexterity
Moving around
Using technology
Controlling calls
Seeing
19
Corded phones
Big Button 200
•
•
•
•
•
•
•
•
•
•
•
•
Extra large buttons
Incoming or outgoing voice amplification
Incoming call indicator
Message waiting indicator
Easy 1 button redial
Easy 1 button BT 1571 call
3 one-touch memory buttons
10 number quick dial memory
Hands free
Hearing aid compatible
Ringer volume and tone control
Can be wall mounted
Converse 2200
•
•
•
•
•
•
•
•
•
•
Headset socket
Incoming voice amplification
Handset volume control
11 quick dial memory buttons
Incoming call indicator
Message waiting indicator
Hands free
Easy 1 button redial
Hearing aid compatible
Ringer volume control
Converse 2300
As Converse 2200, plus:
• Caller Display* with 50 number calls list
• 10 quick dial memory buttons
• 100 contacts
* To use Caller Display or to block calls, you need a Caller Display service. Text messaging needs a text-enabled
phone and Caller Display. You can get Caller Display as part of BT Privacy. For charges, see bt.com/callingfeatures.
20
Decor 2100
•
•
•
•
•
•
•
Large buttons
Hearing aid compatible
Incoming call indicator
3 one-touch memory buttons
10 number quick dial memory
Ringer volume control
Mute button
Decor 2200
•
•
•
•
•
•
•
•
•
Large buttons
Easy to read display
Caller Display* with 30 number calls list
50 contacts
Easy 1 button BT 1571 call
Hands free
Incoming call indicator
Message waiting indicator
Hearing aid compatible
Paragon 550
• Digital answering machine with 16 minutes
recording time
• Hearing aid compatible
• Incoming speech volume control
• Hands free function with on hook dialling and
volume control
• Headset socket
• Caller Display* with 30 number calls list
• Text messaging*
• 100 contacts
• Call and message indicator lights
• Clock with call timer function
• White on black display with contrast control
21
Cordless phones
BT4000 Big Button
NEW
This new phone has extra large buttons and
easy-to-read text on-screen. It also helps you
block nuisance calls.
• Digital cordless
• Filter, screen and control unwanted calls and
nuisance calls
• Extra large buttons
• Clear, backlit display with large text
• Earpiece is shaped to give clear sound
• Increase volume to max with one touch amplify key
• Headset socket (3.5mm)
• Hands free
• Base and treble control on incoming speech
• Do Not Disturb mode – switches the ringer off
• Caller Display* with 50 number calls list
• 100 contacts
• Easy access to BT calling features
• Hearing aid compatible
BT4500 Big Button
This new phone has all the features
of the BT4000 Big Button plus:
• Digital answer machine with 30 minutes
recording time (which will record some
types of blocked calls)
• Two way recording
• Slow playback mode for messages
NEW
* To use Caller Display or to block calls, you need a Caller Display service. Text messaging needs a text-enabled
phone and Caller Display. You can get Caller Display as part of BT Privacy. For charges, see bt.com/callingfeatures.
22
BT1500
•
•
•
•
•
•
•
•
Digital cordless
Caller Display* with 50 number calls list
Digital answering machine with 20 minutes recording time
Private message playback via handset
Music on hold
50 contacts
20 number redial list
Clock and alarm
NEW
BT6500 Nuisance Call Blocker
NEW
The new BT6500 Nuisance Call Blocker helps
you make sure the calls you get are the ones
worth answering.
• Digital cordless
• Filter, screen and control unwanted calls and
nuisance calls3
• Set parental controls to block outgoing call types
• Do Not Disturb
• Large, blue, backlit display with informative icons
• Digital answer machine with 30 minutes
recording time
• Visual voicemail
• Caller Display* with 50 number calls list
• Hands free
• Incoming speech volume control
• 200 contacts
• Easy access to BT calling features
• Hearing aid compatible
Bundles available with one to four handsets
23
Baby monitors and
video monitors
Britain’s
best selling
Digital Baby
Monitor brand†
Baby Monitors 200 and 250
Not just for babies – with the BT Baby Monitor 250 you get
hi-definition sound and vibrating alert to let a carer know
that they’re needed (up to 300m outside, 50m inside).
There’s a talk back facility to reassure you that your alert’s
been received and a handy belt clip for portability.
BT Baby Monitor 200
PLATINUM
Readers Awards
AWARDS 2011/12
2011
BT Baby Monitor 250
BT Digital Video Baby Monitor 1000
With a large 2.8" LCD colour screen and automatic switching
to night vision when it’s dark, this monitor’s great when
you need to keep an eye and ear on a baby, sick, elderly or
dependant person. Its secure wireless
connection has a 300m range and
you can connect up to four cameras.
† Source NPD, 2010, 2011 and 2012 (By value)
24
PLATINUM
Readers Awards
2011
BT ADSL filter
A filter (or microfilter) cuts interference when used on a
broadband line. If you have a broadband internet connection,
you may need to fit an ADSL filter to every phone socket that
you use in your home, depending on your socket type.
Filter needed.
No filter needed.
Phone socket has a
built-in ADSL filter.
25
Accessibility features – your at-a-glance guide
Corded phones
Big Button 200
Converse 2200
Converse 2300
Decor 2100
Decor 2200
16 minutes
Answering machine recording time
Batteries
BT 1571 button
Call indicator
4 x AA Alkaline
•
•
4 x AA Alkaline
•
Caller Display*
•
•
•
•
Clock / Timer / Calendar / Alarm
Hands free
•
Headset socket
Hearing aid compatible: inductive coupler
Incoming speech amplification
Large buttons
•
• and outgoing
• extra large
•
•
•
•
•
•
•
•
•
•
•
•
Clock
Clock/timer
•
•
•
•
•
•
•
•
•
Mains power needed
Memory store/directory
13
11
•
100
50
•
•
Pre-dial
Quick dial (two touch)
100
•
Message waiting indicator – Answerphone
Message waiting indicator – BT Answer 1571
Paragon 550
10
Receiver volume control
•
•
•
•
•
100
10
100
•
•
•
•
•
REN
1
1
1
1
1
1
Ring tone options
3
3
3
3
3
15
Ring volume options
•
•
•
3
11
10
•
•
SMS (text messaging)*
Speed dial (one touch)
3
* To use Caller Display or to block calls, you need a Caller Display service. Text messaging needs a text-enabled
phone and Caller Display. You can get Caller Display as part of BT Privacy. For charges, see bt.com/callingfeatures.
26
27
BT4500 Big Button
BT1500
BT6500
Nuisance Call Blocker
30 minutes
20 minutes
30 minutes
2 X AAA NiMH
2 X AAA NiMH
2 X AAA NiMH
2 X AAA NiMH
•
•
•
•
•
•
•
•
•
•
Clock
Clock/timer/alarm
Clock/timer/alarm
Clock/timer/alarm
Mains power needed
•
•
•
•
•
•
•
•
•
•
•
•
•
•
•
•
Memory store/directory
50
Cordless phones
BT4000 Big Button
Answering machine recording time
Batteries (rechargeable)
Call controls*
Call indicator
Caller Display*
Clock / Timer / Calendar / Alarm
Hands free
Headset socket: neck loop compatible
Hearing aid compatible: inductive coupler
Incoming speech amplification
•
•
•
•
•
•
•
100
50
200
•
•
•
Receiver volume control
•
•
•
•
•
•
•
•
•
•
•
REN
1
1
1
1
Ring tone options
5
20
5
20
Ring volume options
•
•
•
•
•
9
9
9
9
Intercom between handsets
Keypad lock
Large buttons
Message waiting indicator – Answerphone
Multi-handset facility
Pre-dial
SMS (text messaging)*
Speed dial (one touch)
* To use Caller Display or to block calls, you need a Caller Display service. Text messaging needs a text-enabled phone
and Caller Display. You can get Caller Display as part of BT Privacy. For charges, see bt.com/callingfeatures.
28
29
Phone features explained
Call controls
Let you filter the types of call that can be
made and taken
Call indicator
Flashing light when phone rings
Caller Display
Displays the number that’s calling
Contacts (also called phonebook, directory
or name and number memory)
A list of frequently used numbers to dial
using only one or two buttons
Do not disturb
One way of screening calls by directing calls
straight to the answering machine without
the phone ringing
Pre-recorded message
Outgoing message provided
Quick dial
Lets you call frequently used numbers by
pressing two keys
Receiver volume control
Settings: off, low or high (not equivalent to
full amplification)
REN
Ringing Equivalence Number, used to work
out how many items can be connected to a
phone line. If you go over four REN per line,
the equipment might not ring
Ring tone option
Sets the pitch of the ringer
Hands free
Hold a conversation without picking up
the handset
Ring time selector
Sets the number of rings before the
answering machine cuts in
Headset
For a private, hands free call
Slow replay
Makes it easier to hear and understand
messages
Inductive coupler
Used with a hearing aid set to the ‘T’ setting
for improved clarity of incoming speech
SMS (Short Message Service)
Text messaging
Intercom
Allows conversations between internal
handsets
Speed dial (also called one touch memory)
Lets you call frequently used numbers by
pressing one key
Keypad lock
Restricts dialling from that phone only (not
all phones)
Speech amplification
Amplifies either the incoming or the
outgoing speech through the handset
Multi-handset
Extra cordless handsets working from one
base station without the need for additional
wiring
Voice prompts
Audible announcements to help with set-up
and operation
Pre-dial
Check the dialled number on the display
before connecting the call
30
Headsets
Not just for call centres, headsets can be just as useful at home.
• No need to struggle with a handset if you’ve poor dexterity or limited arm movement.
• No neck strain caused by holding the handset between your head and shoulder while
you multitask.
Some features to look for:
• noise cancelling microphone, which reduces background noise
so you hear more clearly
• duo headset, which lets you hear speech in both ears
• a professional quality microphone, which picks up the sound
directly from in front of your mouth.
Look out for BT’s cordless headsets, coming soon at the BT Shop.
Phone accessories
We’ve a wide range of easy-to-install accessories such as extension cords, socket kits, loud
ringers, bells and REN boosters.
Find out more at bt.com/shop or call 0800 917 0510.
Pacemakers
Radio frequency signals used by cordless and mobile phones might interfere with the operation
of a pacemaker. If you wear a pacemaker, we recommend that you check with a medical expert
when choosing one of these products.
BT energy-efficient phones
All BT home phones are as energy efficient as we can make them, keeping
down your running costs and helping you use less of our planet’s resources.
To find out more, go to shop.bt.com/energysaving.
We’re always looking to make our products last longer and use less power, so
we have a smaller impact on the environment. To find out about what we’re
doing, go to bt.com/betterfuture.
We’re always developing and introducing new products. For the latest details and special
offers, go to our online shop at bt.com/shop or call 0800 917 0510.
31
Mobile phones
These days, more and more people use a mobile phone
and we know mobiles can seem difficult or complicated to
use. And they can also interfere with hearing aids.
If you’re thinking about getting a new mobile phone, here
are some features to look for that you might find helpful.
• Compatibility with a hearing loop for use with hearing
aids using the ‘T’ setting.
• Vibrating call or text alert.
• Volume control that‘s easily accessible.
• Volume boost button for the handset.
• 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/loudspeaker.
• Voice dialling of phonebook entries.
• Headset option for privacy or when dexterity is a problem.
• Keys that click or beep to confirm when pressed.
And, more important for lots of people today, access to the internet, emails and instant
messaging.
Communication Choices
For deaf or hard of hearing people
If you’ve a hearing loss or wear hearing aids, you might
sometimes find communication more of a challenge. We’ve
put together a booklet, Communication Choices for deaf or
hard of hearing people that could help.
You can read or download a copy at the
‘Useful downloads’ section of the help pages
at bt.com/includingyou.
bt.com/includingyou
32
Renting or buying
from BT
Renting
When you rent a phone from BT, you get the peace of mind that it will be repaired or replaced if
it develops a fault and you can exchange it for another product if your needs change.
We’ve a number of phones available to rent and it takes just one phone call to order and
arrange delivery. A minimum rental period, delivery charges and returns policy apply.
• Residential customers call 0800 800 150
• Business customers call 0800 800 152
Buying
You can buy online from us at bt.com/shop (delivery charges and returns policy apply).
Or call 0800 917 0510.
BT’s easy, no quibble, returns policy
If you aren’t satisfied with any BT product you buy by phone, you can return it to us within
14 days for a complete refund. This doesn’t affect your statutory rights.
If something goes wrong
Once you’ve bought a phone from BT it’s yours. If it goes wrong, we’ll maintain it while it’s
under warranty but if it needs a repair after that, you’ll need to pay.
How to recycle your old phones
Phones are classed as Electrical or Electronic Equipment, so you shouldn’t throw them out with
normal household or commercial waste. Instead, we support the responsible disposal of your
BT phone at your local recycling centre.
To find your nearest collection point, use the post code search at
recycle-more.co.uk/banklocator/banklocator.aspx or see your local Phone Book.
It’s all part of the Waste Electrical and Electronic Equipment (WEEE) Directive
(2002/96/EC) to recycle products using the best possible techniques, helping to
minimise the environmental impact, treat hazardous substances safely and avoid too
much landfill.
33
VAT
We have an inclusive design policy. This means that, while many of our products have features
that help disabled customers, none of our phones are specifically designed for them. Under
current HM Revenue and Customs rules, none of our phones are VAT exempt.
Try Before You Buy centres
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’s not really what you need. By working in partnership with
third-party Try Before You Buy (TBYB) centres, BT provides over 200 places where you can see,
handle and try out our equipment to make sure it’s suitable for your needs – without being
pressurised by sales people.
TBYB centres are set up in disabled living
centres or within organisations helping
people with particular impairments. So
you also get the expertise of professionals
working in these centres.
New centres are regularly joining
the network. To find your nearest
Try Before You Buy centre, click on
‘Try Before You Buy’ at bt.com/tbyb.
‘‘
David Harris of deafPLUS Bath, a charity which benefits and promotes the welfare
of deaf and hard of hearing people said:
“It’s vital that people with disabilities are able to communicate effortlessly with
friends and relatives and we’re 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’re better able to
advise our clients so that they can lead more independent lives.”
34
The internet – much more
than just being online
So far in this booklet, we’ve shown how our phones and our
services can help if you find communication something of a
challenge. Now we’d like to talk about computers and the
internet – and don’t worry, it’s not as scary as you might think.
We’re surrounded by technology. We take it for
granted and often use it instinctively – at
home, at work and at play. In many ways,
the computer’s no different from other
technology – it can help make our lives
easier and save us time, usually at the
touch of a button or two.
A whole new world of
possibilities
With a computer and an
internet connection, you can
find information on just about
anything and get a whole new
take on life, including:
• managing your money online
with internet banking
• staying in touch with friends
by using social networks
like Twitter (twitter.com) and
Facebook (facebook.com)
• keeping up to date by reading
or downloading your favourite
newspaper
• making video calls to distant relatives,
seeing them as well as talking to them.
35
Get included online
And if you’ve a disability, the internet can help
– perhaps in ways that you don’t automatically
think of, including new communication
possibilities. For example, if you’re deaf or
hard of hearing, you can stay in touch with
text-based services like instant messenger.
If you use BSL, a webcam can help you sign
to others over the internet.
You can also get involved, getting help or giving help, and sharing ideas and solutions,
on our forum at community.bt.com.
BT broadband
We’ve great-value BT broadband packages to help you get online. All our broadband packages
come with unlimited free BT Wi-fi, security, online storage, and lots of help if you need it.
Here are a few of the things you get:
• a BT Home Hub with ‘Smart dual-band technology’ for the UK’s most reliable wireless
connection for all your devices
• security protection, including email anti-virus and spam filter
• free Family Protection software with parental controls
• generous online storage to help you protect and share your files and photos
• free 24/7 helpline and lots of online help options.
But BT broadband is more than the internet.
You can ‘bundle’ it with your phone package
and add in BT TV, with over 70 Freeview
TV and radio channels plus up to 18 extra
channels. And game-changing BT Sport is
launching in summer 2013.
Find out more about BT broadband at bt.com/broadband.
And find out more about BT Sport at bt.com/sport.
36
Or you might be able to get BT Infinity, our superfast fibre broadband service, which delivers
the internet at ground-breaking speeds of up to 76Mb, making it eight times faster than the
UK average. BT Infinity uses fibre optic cables, usually as far as the cabinet near you (fibre
to the cabinet, or FTTC) but sometimes direct to your home (fibre to the premises, or FTTP).
BT Infinity is always fitted by en engineer to make sure we give you the fastest possible speed.
Find out more and check availability at bt.com/infinity.
Don’t worry about IT
Sometimes, computers don’t behave the way we expect. Sometimes you need a bit of help
setting things up. And sometimes things go wrong.
BT Tech Experts – a team of UK-based IT experts, available every day of the year – is ready to
help answer your questions and fix your computer. For a small monthly fee and a 12-month
contract, you can have BT Tech Experts membership and get help with things like:
• viruses, malware and spam
• spring cleaning your computer to get it running smoother and keeping it up to date
• getting more from your gadgets – set up smartphones, eReaders, printers, cameras and get
help installing software
• protecting your family online – set up parental controls to stay one step ahead of your
children and get advice on surfing the web safely
• backing up your most valuable memories – keep your files secure and backup your favourite
photos, music, videos and more.
To find out more about BT Tech Experts, go to bt.com/techexperts.
Making it easier to use a computer
In just the same way that you might find it helpful to have bigger buttons on a telephone,
you might need to alter the way you see or use a computer. For example you can change the
display on a computer screen – maybe changing the colours or making the text bigger will help
you see the screen better. Or perhaps it’ll help if you use specially developed software such as
Browsealoud – which reads web pages aloud and highlights each word as it’s spoken. And if
you can’t see a computer screen, there are specialised screen reader programs.
You might also find that a specially designed mouse or keyboard could help reduce discomfort
you might get when using standard equipment, letting you concentrate on what you can do
rather than on what you can’t.
If you need help with making the web easier to use, go to AbilityNet’s ‘MyComputer
MyWay’ at abilitynet.org.uk/mcmw.
37
Extra help from BT
If you want some help getting online or if you want to help someone else get online for the
first time, our Get IT Together scheme could be just the thing.
Get IT Together aims to help people discover the digital world with the help of a friend or
family member.
bt.com/getit has a range of tailor-made guides for helpers, making it easy for someone already
confident about using the internet to help you through the basic steps of getting online.
And we’ve included a selection of guides for beginners too, including what you might need
to get started.
Once you’ve gone through the basics, Get IT Together helps you to practice and explore the
internet, either on your own or with your helper. We’ll give you some ideas on what to do once
you’re online and offer a range of simple training courses, Online Basics. These are free and are
the perfect next step for you to practice what you’ve learnt.
The courses are provided by our partner, UK online centres, with around 3,800 sites all over the
UK where tutors and volunteers can help you complete the easy-to-use Online Basics courses
in person.
You can find your nearest centre in the ‘Getting online’ section at bt.com/getit
Get IT Together makes it really easy to unveil a whole new world.
BT Community Web Kit – website builder
BT provides UK charities and community groups with free, simple to build websites via the
BT Community Web Kit service.
The websites are straightforward to set up and maintain and provide a great way for community
groups to reach out to people. Over 8,000 charities and community groups have already built
websites on the service and there are no set-up or hosting fees.
To find out more, go to btck.co.uk.
38
Paying your BT bill –
and ways we can help
Paying
We think it’s good to offer you a choice of ways to pay your BT bill. It means you can choose the
way that’s easiest for you.
Monthly Payment Plan
With a Monthly Payment Plan, you make 12 equal payments a year, based on your previous
usage. You pay by Direct Debit, so you always know how much is leaving your bank account –
and when.
Whole Bill Direct Debit
With Whole Bill Direct Debit, you agree that we can take the whole amount of your bill from
your bank account by Direct Debit, soon after your bill arrives, with nothing more for you to do.
Paper free and online billing
By managing your bills online, you can:
• keep down your home paper work
• keep your account information secure
• do your bit for the environment.
And we email you when your bill’s ready.
Manage your account online – and save the cost of paper bills
From 1 July 2013 there’ll be a fee for BT broadband customers who get a paper bill, to cover costs
such as printing and postage. This will be £1.50 for each paper bill we send you from this date.
You can avoid paying this by using My BT to check your bills online instead. It’s simple, flexible,
secure and uses less paper. To find out more, go to bt.com/mybt.
Other charges
In line with other telecoms companies, we charge a processing fee if you don’t pay by
Direct Debit. To avoid this fee, you can easily set up a Direct Debit and online billing at
bt.com/onlinebilling. Or call 0800 800 150. The Payment Processing Fee doesn’t apply
to BT Basic customers.
If you’re late paying your BT bill, we might charge you a late payment charge. This is charged
to your next bill if you haven’t paid ten days after the red reminder for a quarterly bill, or seven
days for monthly bills. If you get a temporary payment problem, let us know and we’ll see if
there’s anything we can do to help.
39
Call packages
People use their phone in different ways and at different times. Maybe you use yours mainly in
the evenings. Or weekends? Or perhaps you make a lot of daytime calls. If you haven’t checked
recently, it might be worth seeing if you’re on the best package for the way you use your phone.
You can see our latest deals and offers at bt.com/calls. Or call 0800 800 150.
Help with phone costs
The Chronically Sick and Disabled Persons Act (CSDPA) gives local councils a duty to assess the
needs of disabled people for help with the cost of a phone service and any necessary special
equipment. Installation and rental costs might be included but not call charges. Contact your
local council for more information.
BT Basic – help if you’re on a low budget
We know that sometimes customers need a little extra help with a phone line. That’s why we
worked closely with telecoms regulator Ofcom to create BT Basic, a low-cost phone package
that helps you keep in touch even if money’s a bit tight.
The package is made up of a low-cost line rental and a call allowance. All the phone costs are
very clearly priced to help you keep track of your spending and within budget.
If you go over your call allowance, you’ll pay a set rate for normal UK calls and all other types of
calls will be charged at standard BT Basic calling plan rates.
You can usually get BT Basic if you’re getting one of these benefits:
• Income Support
• Income-based Job Seeker’s Allowance
• Employment and Support Allowance (income related)
• Pensions Credit (Guarantee Credit)
• Universal Credit (and are on zero earnings).
What is Universal Credit?
Universal Credit is a new benefit for people who are unemployed or on a low income and will
replace a range of existing benefits.
From April 2013, Universal Credit will start in a test area and will begin to be introduced across
the UK from October 2013.
What do you mean by Universal Credit and zero earnings?
This means, the benefit claimant has no earnings from employment or self-employment during
the assessment period for their benefit.
For more information, go to bt.com/btbasic.
40
When you rely on your phone
We know things don’t always run smoothly and there might be times when you can’t pay your
bill, perhaps because you’ve had an accident or fallen ill and you’re not around to pay. If you
rely on your phone, we want to do what we can to keep you connected, so we’ve set up a
number of schemes that could help.
Free priority fault repair
If you’ve a chronic long-term illness or disability, you
might qualify for our Free Priority Fault Repair scheme.
Under the scheme, we’ll give you priority over standard
faults by dealing with them as soon as we can, every
day of the year, including Christmas Day.
To make sure that the service reaches the people
who need it most, we’ve a rigid set of criteria and
all applications must be countersigned by a doctor
or hospital consultant and an official doctor’s or
hospital stamp will be needed. You’ll find details in
our Priority Fault Repair Scheme guide.
To read or download a copy of the guide and an
application form, click on ‘Useful downloads’ on
the ‘Help’ page at bt.com/includingyou. Or call us
on 0800 800 150.
Protected Services Scheme
This is a free scheme to help keep your phone line connected if you forget to pay your bill or
if you can’t pay due to special circumstances, such as an emergency hospital stay. Under this
scheme, you nominate a second contact who we can contact about your bills.
To read or download our Protected Services Scheme guide and application form, click on
‘Useful downloads’ on the ‘Help’ page at bt.com/includingyou
Community alarms
If you live alone and could have difficulty in an emergency, a community alarm lets you press
a button that triggers a call for help at a command centre. Staff there will then take control
of the situation. BT doesn’t supply community alarms but you can get an alarm service from
your local authority, housing association, some charities or private suppliers.
Please note: if you’ve got a community alarm, it doesn’t automatically mean you’re entitled
to Free Priority Fault Repair.
For more information, contact the Telecare Services Association at telecare.org.uk or
call 01625 520320.
41
Getting more from
your phone
BT’s calling features give you more control over your phone and
calls, making it easier to stay in touch, make and take calls and
pick up voicemail messages – and more.
BT Privacy
BT Privacy gives you more control over incoming calls by letting you see the number that’s
calling you before you answer so you can decide whether to pick up the phone or leave it
to your answering service. BT Privacy registers you with the Telephone Preference Service
(tpsonline.org.uk) and comes with the option of Caller Display. For charges, see
bt.com/callingfeatures.
For more information, go to bt.com/btprivacy or you can set up BT Privacy
on 0800 121 8000.
BT Answer 1571
A voicemail service that’s always on – so you don’t miss a call when you’re out, can’t get to the
phone or you’re on another call. To set up BT Answer, just call 1571 from your home phone and
follow the prompts. For charges, see bt.com/callingfeatures.
BT 1471
Dial 1471 to get the number of the last person who called you.
Caller Display
Lets you see the number that’s calling you before you answer. So you can decide
whether to pick up the phone or leave it to your answering service. For charges,
go to bt.com/callingfeatures.
Choose to Refuse
Helps block some nuisance and unwanted calls, including
withheld numbers. Choose to Refuse lets you block up to
ten numbers, including the last number you answered.
You can check your list of blocked numbers at any time
and change or unblock them if you want to.
42
Anonymous Call Reject
Blocks calls from withheld or anonymous UK numbers. If a caller in the UK withholds their
number, they won’t be able to get through to you. Anonymous Call Reject doesn’t block calls
from ‘unavailable’ numbers, such as calls from abroad.
Call Sign
Get an additional number with a different ring tone. You can then give this number only to
close friends and family so you can distinguish between incoming calls.
More calling features – your phone working for you
Calling features help you get more from your phone. Find out more at bt.com/callingfeatures.
• 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’re away from home.
Depending on your calling plan, you might be charged for the diverted part of the call.
• Ring Back calls to let you know when an engaged number becomes free.
• Call Barring lets you control which calls are made from your phone.
• Reminder Call is an alarm clock on your phone.
• 3 Way Calling is for when three callers need to join a call.
• Call Minder is a multi-feature answering service that lets you retrieve your messages from
another landline or mobile, anywhere in the world.
Important things you should know
You need a fixed line phone with * and # buttons that make musical tones when you dial
to use these services. Most modern phones have these buttons – but if you want a new
one, go to bt.com/shop.
If you’re registered with the 195 service or get your BT bills in an alternative format, we’ll
waive the call return facility fee that applies to BT 1471 and BT Answer 1571.
Call Minder and BT Answer 1571 services produce an interrupted dial tone that’s incompatible
with some social and burglar alarms. Please check with your supplier.
For prices and more information on BT’s Calling Features, go to bt.com/callingfeatures
or call 0800 800 150.
If you aren’t with BT, contact your supplier to see if they offer similar services.
43
Help and how to
contact us
Fixing a phone line fault
We aim to keep your phone line working and, if something
goes wrong, we aim to fix it as soon as we can. And we’ve
a customer service guarantee so you know what you can
expect from us. For example, to keep you connected, we’ll
offer to divert your incoming calls to a number of your
choice. Or, if we’re late installing or repairing your phone
line, you might be entitled to claim a daily-rate rental
credit. See bt.com/terms for full details.
The service you can expect from BT
Our Codes of practice set out full details about what you can expect from BT. You can see them
by clicking the link at bt.com or ask for a copy by calling 0800 800 150.
If you’ve a complaint, go to bt.com and click on ‘Contact BT’. This way, you won’t have to
write, print or post a letter to us and we can handle your complaint sooner. We’ve a customer
complaints code that tells you more about how to complain, and how we handle complaints.
You can see the complaints code by clicking the link at bt.com or ask for a copy by calling
0800 800 150. Or you can write to: Customer Service Manager, BT Correspondence Centre,
Providence Row, Durham DH98 1BT.
No matter how you complain, we’ll try to put things right as soon as we can. If you’re unhappy
with our response, the complaints code tells you what else you can do. If we reach a deadlock,
you can usually refer your complaint to Ombudsman Services: Communications, a free
independent service.
To contact Ombudsman Services: Communications:
Phone: 0330 440 1614, 01925 430049 or 0845 050 1614
Fax: 0330 440 1615 or 01925 430059
Textphone: 0845 051 1513 or 0330 440 1600
Email: enquiries@os-communications.org
Website: www.ombudsman-services.org/communications.html
44
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
111 – when you need medical help fast but it’s not a 999 emergency. To find out more,
go to nhs.uk/111
18000 – free emergency services for textphone users.
Emergency SMS
If you’ve a mobile phone and can’t use the normal 999 service, you can contact the emergency
services by sending an SMS (text) message to 999. You need to register your mobile phone
before you can use the service. For more information, go to emergencysms.org.uk.
Directory services
There are many independent providers of directory services as well as 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) go to
thephonebook.bt.com.
If you can’t use a printed directory because of a disability, you can apply for our Free 195
Directory Enquiries. If you’re a BT customer and the 195 Directory Enquiries operator connects
your call, you can take advantage of any inclusive minutes included in your BT call package.
For an application form, call the registration team on 0800 587 0195. We’re open from 9am to
4.30pm, Monday to Friday.
45
BT’s contact and service details
When you contact us, you’ll usually need to quote your BT account number, which you’ll find
on your BT bill.
Your online starting point for all of BT’s services is bt.com.
To manage your own BT services, including seeing and downloading your bills, tracking your
orders and getting the latest offers and help, go to My BT at bt.com/mybt.
You can also find out how to get help and contact us at
bt.com/includingyou/help-support-contact.html.
If you prefer to contact us by phone, here’s how:
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
Live chat
If you find speaking difficult and have a question or need some help about BT’s products and
services, you can use Live chat, an instant-messenger style way to talk. Just go to the ‘Help’
pages at bt.com/includingyou, click through to Live chat via ‘Contact us now’ and type in
your question.
We’re open from 8am to 9pm, Monday to Friday.
British Sign Language and SignVideo
You can now contact BT using British Sign Language (BSL)
and the SignVideo Interpreting Service. You’ll need a
PC with Windows, or a Mac, a webcam and
a broadband connection.
It’s a free service for BT customers and is available
Monday to Friday from 8am to 6pm.
To find out more, go to bt.com/bsl.
Tweeting
If you use Twitter, you can contact us @BTCare and we’ll tweet you back with help or suggestions.
A lot of people find this a quick and easy way to contact us for help.
Facebook
We’re also on Facebook at facebook.com/BTUK.
46
Index
Accessibility features . . . . . . . . . . . . . . . . . . . . . . 26
Accessories . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 31
ADSL filter . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 25
Alternative media and
accessible information . . . . . . . . . . . . . . . . . . . . . . . 9
Answering machine messages . . . . . . . . . . . . . 13
Audio CD billing . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10
Baby monitors . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 24
Braille . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9
BT Basic . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 40
BT Community Web Kit . . . . . . . . . . . . . . . . . . . . 38
BT Tech Experts . . . . . . . . . . . . . . . . . . . . . . . . . . . . 37
BT Text . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6
BT broadband . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 36
Buying from BT . . . . . . . . . . . . . . . . . . . . . . . . . . . . 33
Calling features . . . . . . . . . . . . . . . . . . . . . . . . . . . . 42
Chronically Sick and Disabled Persons Act . 40
Community alarms . . . . . . . . . . . . . . . . . . . . . . . . . 41
Complaints . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 44
Computers and the internet . . . . . . . . . . . . . . . 35
Contacting BT . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 46
Controlling calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . 16
Corded phones . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 20
Cordless phones . . . . . . . . . . . . . . . . . . . . . . . . . . . . 22
Dexterity . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 14
Directory services . . . . . . . . . . . . . . . . . . . . . . . . . . 45
Energy-efficient phones . . . . . . . . . . . . . . . . . . . 31
Extension cables . . . . . . . . . . . . . . . . . . . . . . . . . . . 13
Filtering calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 16
Free 195 Directory Enquiries . . . . . . . . . . . . . . 16
Free Priority Fault Repair . . . . . . . . . . . . . . . . . . 41
Inductive coupler . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5
Internet . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 35
IT support . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 37
Live chat . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 46
Microfilter . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 24
Mobile phones . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 32
Network Controlled Calling . . . . . . . . . . . . . . . . 17
Operator services . . . . . . . . . . . . . . . . . . . . . . . . . . 45
Pacemakers . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 31
Paying your BT bill . . . . . . . . . . . . . . . . . . . . . . . . . 39
Phone products . . . . . . . . . . . . . . . . . . . . . . . . . . . . 19
Phone features explained . . . . . . . . . . . . . . . . . 30
Protected Services Scheme . . . . . . . . . . . . . . . . 41
Recycling . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 33
REN . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 30
Renting or buying from BT . . . . . . . . . . . . . . . . 33
Sight . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 8
Sign language . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 46
SMS (Short Message Service) . . . . . . . . . . . . . . . 6
Speech and language . . . . . . . . . . . . . . . . . . . . . 11
Technology . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 15
Telephone features . . . . . . . . . . . . . . . . . . . . . . . . . 19
Text messages . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6
Text Relay . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7
Textphones . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7
Tonecaller . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5
Try Before You Buy Centres . . . . . . . . . . . . . . . . 34
Unwanted calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 18
Get IT Together . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 38
VAT . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 34
Headsets . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 31
Hearing . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4
Hearing aid compatible . . . . . . . . . . . . . . . . . . . . . . 5
Help . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 44
47
Offices worldwide
© British Telecommunications plc 2013
Registered Office: 81 Newgate Street, London EC1A 7AJ
Registered in England No. 1800000
The services we’ve described in this publication may not always be available
and we may change them. And nothing we’ve written here is contractual.
When we supply services and equipment, our terms and conditions apply.
BT is not responsible for content of third party websites.
Written and designed by The Art & Design Partnership and Muse Publishing.
Printed in the UK by Leycol Printers Limited
PHME 69185
Printed on Amadeus 50 Silk, made from 50% post-consumer recycled waste
and 50% virgin fibre from well-managed forests independently certified by
the Forestry Stewardship Council (FSC). All pulps used are Elemental Chlorine
Free and the paper is made at a mill which is certified with the ISO14001
environmental standard.
Available in other formats including braille,
large print or audio CD. Please go to BT.com
or call 0800 800 150
Download PDF