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Services from BT

Our range of helpful services can help protect you if you forget to pay your bill, give you priority treatment if you have a fault, help you with computer problems and much more.

What is Call Control?

Your phone is an important way of staying in touch with the world and keeping your independence. But sometimes, receiving unwanted, repeat or international sales calls can cause problems.

So we've developed Call Control, a service that lets you filter the calls you want to take and block the ones you don't, to help you get the most from your phone.

Please note: to block nuisance calls from equipment like the BT6500 phone, you will need the Caller Display service enabled from your network provider. Charges may apply.

How can I get Call Control?

We have a number of products and services with Call Control features:

Stay in control

  • Control your Incoming Calls

    There are different types of incoming calls you get to your line – some will be calls you want to take, while others might be unwanted. We've identified types of calls you might not want to take and how you can deal with them.

    Read more about how to stop unwanted sales or marketing calls
    • More about

      International calls

      A lot of international calls are “broadcast” calls. This is when a recorded message, perhaps for PPI mis-selling, personal injury claims or debt management services, is played to you. If you respond to the message by pressing numbers on the keypad or speaking, then your call or information is passed onto an organisation who may automatically connect to the call, or contact you again later.

      If want to stop these calls there are a few things you can do:

      • To be on the safe side, don't answer the phone by saying your number, just say ‘hello' and wait for a response. Once you've worked out it's a broadcast call, don't press any keys or speak further – simply end the call.
      • Let the call go to your answering machine – a lot of diallers will cut off when they recognise the call has been answered by a machine.
      • Equipment like the BT6500 can identify and block international calls. But please be aware that calls from friends and family overseas may be filtered too.
      • It's also worth knowing that international calls are not always covered by the Telephone Preference Scheme.

        See BT Phones with call filtering features
    • Number withheld

      Sometimes, marketing calls from organisations trying to advertise or sell you products withhold their number. Usually these are genuine calls from reputable companies.

      If you want to stop these calls there are a few things you can do:

      • If you answer, you can ask the company to stop calling you.
      • The Telephone Preference Service (TPS) lets you opt out of marketing calls. You can register both your home and mobile numbers so your details are no longer available here:
      • If friends or family usually calls with a withheld number, they can “release their number” to you by dialling 1470 before entering yours.

      We also offer a range of services that can help you filter calls:

      • Anonymous Call Reject – lets you block calls from withheld UK numbers.
      • Call Sign – gives you an additional number with a different ring tone. If you give this to family and friends you can distinguish between incoming calls.
      • 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 not).

      Please note charges may apply to the above services.

      Find out more about calling services

      Equipment like the BT6500 can identify and block calls from withheld numbers. Please be aware that calls from friends and family from withheld numbers will be filtered too.

      See BT Phones with call filtering features
    • Standard calls

      These are calls to your line where you know the number, organisation or person, but don't want to answer. Usually these are genuine calls from reputable organisations or previous contacts.

      If you want to stop these calls there are a few things you can do:

      • Ask them not to call you.
      • Change your telephone number.
      • Make your telephone number ex-directory.

      We also offer a number of services that can help you filter calls:

      • Caller Display – so you can see who's calling and ignore the calls you don't want to answer.
      • Choose to Refuse – block particular numbers from getting through to you.
      • Call the BT Nuisance Calls Advice Line on 0800 661 441. Open 8am-9pm Monday to Friday and 9am-5pm Saturday.
      • Use equipment like the BT6500 which can identify and block calls from specific numbers.
      See BT Phones with call filtering features
  • Control your Outgoing Calls

    Why do people make repeat calls?

    Repeat calls or involuntary nuisance calls are often made by people with short-term memory loss, learning difficulties, dementia including Alzheimer's, or an Obsessive Compulsive Disorder (OCD). It might be because a person has remembered a number from the past, not remembered they've already called, or has a need to perform repetitive actions. Some of these calls might be charged at premium rates, so it can be a shock when the bill arrives.

    Read more about how to stop malicious calls
    • More about

      How we can help


      The BT6500 is one of few products on the market that lets you block outgoing calls. You can control calls to

      • Mobile phones
      • International numbers
      • Premium rate lines
      • And the option of barring all calls

      Calls marked as VIP in the phone's memory will be allowed, even when all calls are barred. The ability to restrict outgoing calls to defined numbers is ideal for supporting people with dementia.

      Please note the saved details are specific to the telephone. If the telephone plugged into the line is changed, then call blocking will be lost.

  • Network Controlled Calling

    We'll work with you, a family member or carer to agree a list of up to ten phone numbers that can be called. We'll 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 will carry on as normal.

    Useful numbers to include in your list are: a doctor, a social worker or carer, family and friends, a careline or pendant alarm.

    When calling an agreed number the full dialling code needs to be keyed in, so it may be easier to use a phone with a memory.

    Find out about our range of suitable phones here
    Read more about how to stop unwanted texts
    • More about

      Is it right for you?

      Network Controlled Calling might not be suitable if more than ten numbers need to be called regularly or are international numbers, or if the listed numbers need changing frequently. Numbers can only be changed once every three months.

      Some Calling Features are incompatible with Network Controlled Calling:

      • BT Answer 1571
      • Anonymous Caller Reject or any of BT's Call Barring products
      • Choose to Refuse, Call Waiting, Call Diversion, Call Sign, Ring Back When Free, Reminder Call or Three Way Calling
      • If Network Controlled Calling isn't right for you, we offer a Call Barring service to help you control your outgoing calls.

        Find out more about Call Barring
    • How to order

      For more information and to get Network Controlled Calling:

      PDF document – opens in Adobe ReaderDownload our leaflet – PDF [369 KB]

      Or Call us on 0800 919 591 (8am – 5pm, Monday to Friday)

      Once we know the numbers you want saved on the system we'll set things up at your local telephone exchange.

      If you already have Network Controlled Calling and need to change some of the existing numbers: Call us on 0800 919 591 (8am – 5pm, Monday to Friday)


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