What support do you offer for vulnerable customers?

We continuously aim to strengthen our community by providing faster, more affordable broadband to the residents and businesses of London. Regardless of vulnerability, social or economic background, we believe that everyone should have equal access to the incredible opportunities available online.  

Therefore, we provide the following services for vulnerable customers: 

  • Calls service battery backup - If you do not have a mobile phone and have or would like to purchase our Calls service, we can provide a free battery backup device so you can continue to make and receive calls during a power cut. 
  • Priority service calls - if your service goes down and an Engineer is required to visit your property, we’ll prioritise the service call. 
  • Financial difficulty support - please get in touch if you’re experiencing financial difficulties and would like to discuss some of our available options to keep you connected. 
  • Emergency Video Relay Service - for deaf/hard of hearing customers you can make a call to 999 using your desktop or mobile. You will be transferred to a British Sign Language interpreter first. The interpreter will call the 999 operator through the landline and will relay the conversation. You can access the service using this link - https://999bsl.co.uk or you can download the app on Android or iOS https://999bsl.co.uk/download. The service is available 24/7 365 days a year. 

Please note that our Calls service requires a working broadband connection and electricity to power the phone adapter. If there is a broadband failure or power cut, your Calls service will not work. In case of an emergency, you must always have another means of making calls, such as a mobile phone, to contact emergency services. 

If you have any other needs or requirements, please do not hesitate to contact our friendly Customer Services team on 0808 175 0509 and we’ll make a note on the account. We’re available from Monday to Friday 8am - 9pm and 9am - 7pm on weekends, 365 days a year including bank holidays. 

You can view our full vulnerable customer policy here. 

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