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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.
Other services to help you
We have services that can help you maintain your home phone line, solve faults quickly and much more.
- Protected Services Scheme
- Free priority fault repair
- Free 195 Directory Enquiries
- Changing your old phone socket
- Community alarms
Protected Services Scheme
We offer a free scheme to protect you if you forget to pay your phone bill due to exceptional circumstances, such as if you are in hospital for a time. You can nominate a relative or friend we can contact on your behalf so that your phone line isn't disconnected in the event your bill is unpaid.
You can also pay your bills by Direct Debit or Monthly Payment Plan – so you won't need to worry about being away or missing a bill. To get a Protected Service application form, please call 0800 800 150 (Textphone 18001 0800 800 150) free of charge.
Free priority fault repair
You may be eligible for this service if you have:
- A long-term illness or disability and can't leave the house without help
- Come under the Chronically Sick & Disabled Persons Act (CSDPA) 1970. Which in simple terms means your local authority pays some or all of your line rental.
It is available on standard BT lines and gives you priority treatment if there's a fault with your line. Priority is given ahead of other faults, but we can't guarantee immediate repair. If you use a Careline / Community Alarm it doesn't automatically mean you qualify for this service – but there are other options if you're not eligible.
To get an application form, please call 0800 800 151 (Textphone 18001 0800 800 151) free of charge.
Please note: The application form will need to be countersigned by a healthcare professional such as a doctor or nurse.
Free 195 Directory Enquiries
If you're not able to read or hold a telephone directory due to illness or disability, you can apply for free 195 Directory Enquiries. Where applicable, onward connected calls will be included in BT's call packages. Mobile and other providers' charges may vary.
Call 0800 587 0195 to request an application form. Your form will need to be countersigned by a professional who knows you i.e. your doctor, nurse or other medical practitioner.
Changing your old phone socket
If you're vulnerable, you can ask to have your old hardwired phone equipment converted free of charge to a modern plug socket. This will let you use equipment like community alarms that you may find useful. Call 0800 800 150 for more information.
If you have an emergency, a community alarm lets you call for help at the press of a button. Pressing the trigger sends a call for help down the phone line to staff who can 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.
If you can't use an ordinary voice telephone because of a hearing or speech impediment, a Textphone is an easy, alternative way to help you communicate.
Textphones let you communicate by send text (NOT SMS) to other textphones. You can also have voice-to-text or text-to-voice translation so you can talk in real time with other people using ordinary voice telephones.
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BT Basic is a simple, low-cost telephone service that's easy to understand and helps you keep in touch, even if money is a bit tight. BT Basic lets you make and receive calls – and helps you manage how much you spend.
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