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Additional support for broadband members with accessibility requirements
Full guide
On top of our accessibility support, NOW has a range of support tools available for broadband members with specific accessibility needs, including:
- Alternative billing formats, such as braille or large print.
- Alternative ways of contacting, including British Sign Language via an interpreter or Text Phone.
- Support for Power of Attorney accounts – just let us know if you need any extra assistance and we'll register your account with us.
- A priority fault repair service for members with NOW Broadband & Calls who have a genuine need for an urgent repair.
Choose an option below to find out more about some of the extra things available to help you manage your account and get the best from your broadband and calls service:
Correspondence for visually impaired members
We can send correspondence to visually impaired members in a variety of alternative formats.
For example: contracts, terms and conditions, bills, welcome letters and notices of changes to your service or tariff can be provided in braille, audio CD, and large or easy-to-read print.
Special Assistance Operator connected calls
Broadband and calls customers who are unable to use the Phonebook can dial 198 or 195 for help making calls.
You’ll need to register with BT to use the Special Assistance Operator. Your form will need to be countersigned by a medical professional.
There’s no charge for using the Special Assistance Operator. Calls will be charged at standard NOW Calls rates, depending on which NOW Calls package you have.
More information: Call tariff guide - how much do calls cost?
If you connect to Directory Enquiries (DQ) via the Special Assistance Operator you’ll be charged the same as making the call direct to DQ.
Find out how to register with BT for the Special Assistance Operator
Text relay calls
We offer a special tariff for NOW Calls customers making text relay calls using 18001 and 18002 numbers.
These calls will cost you no more than the equivalent standard call to the same number. Check the NOW Calls tariff guide for more details.
You can also use the Next Generation Text service on your NOW Calls package, including the NGT Lite App.
Nominate a third party to assist you
If you have a long-term hospital stay, or other accessibility requirements, you can nominate a third party to deal with your NOW Membership and account. It’ll still be your account, but your nominee can speak to us on your behalf and sort out things like bills.
You may want to consider assigning a Power of Attorney (PoA), or getting in touch with a specialist support group which offers specific help in that area, such as the Alzheimer's Society.
Emergency Video Relay service (999 BSL)
999 BSL is a completely free of charge service which allows you to contact the Police, Ambulance, Fire Brigade and Coastguard emergency services using BSL, 24 hours a day, 7 days a week. This service has been set up so that no deaf person will be excluded when they need to make an emergency call, therefore saving lives.
What is 999 BSL?
999 BSL is a service that connects you to BSL Interpreters remotely through an app or a web-based platform, who then will relay the conversation with the call handler and emergency authorities.
When to use the 999 BSL service
The 999 BSL service is for emergency situations only. For example, if someone is seriously injured; if lives are at risk; in danger of harm; a serious offence is in progress, or has just been committed.
For less urgent situations, please use Police 101 (wherever possible) and NHS111 through SignVideo.
Setting up EVR
There are two ways to reach the emergency authorities through 999 BSL service:
- Download the new dedicated 999 BSL app from the Apple or Google store
- Visit www.999bsl.co.uk
You can then make a video call from the app or website once you've provided consent for your camera and microphone to be used.
How to make a 999 BSL call
There are 4 very simple steps:
- Open the app (you'll need to download it first), or visit the website
- Press the red button: 'Call 999 BSL now’
- Connect to an interpreter, who will appear on the screen
- The BSL interpreter will then call the 999 operator via landline and will relay the conversation.
Any calls made via the service do not use your mobile or broadband data and are completely anonymous.
For more information on the EVR service, check out the videos on the 999 BSL website.
Managing your account
At NOW, we’re here to help. Our specialist teams, highly trained staff and networks with third parties help us to support our members. This includes those with specific accessibility needs or those who find themselves vulnerable in the short term. Importantly, we understand the need to consider each of our member’s needs on a case-by-case basis, as an individual. Read our vulnerable customers policy to find out more info.
Managing your payments
At NOW, we understand that managing a budget can be challenging. Often this is due to circumstances beyond your control, which may make it difficult to pay bills on time. If you’re finding it hard to manage your payments, it’s best to contact us as soon as possible to see how we can help. For broadband members, we might be able to set up payment reminders and give you a second chance to pay if you’re late.
We recognise there are several reasons why you might fall into debt, many of which may be temporary such as unexpected costs or short term incapacity due to an injury, and this may not just affect your commitment to NOW. If you’re struggling with managing your finances beyond your NOW payments, see our list of organisations that may be able to help if you need more support.
Get in touch with our Accessibility team
If you need to get in touch, you can contact us online, by phone or using text relay if you’re a broadband member. Find out how to get in touch with our specialist Accessibility team.
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