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 it’ll be useful
for everyone, but it’s especially aimed at our customers who
find communication more challenging.
These days, there are so many ways to make staying in touch easier. There’s almost
certainly something that’s relevant to you, and we want to help you find it. We understand
that everyone’s different, and we don’t want to make assumptions about what you can
or can’t do (or want to do). But if you know what your options are, you’ll be able to make
informed decisions.
You can find lots more about our products and services, as well as news, support, and
advice at bt.com/includingyou
The Including You website is fully accessible and you can alter font sizes and the colour
scheme to suit you. It also works with Browsealoud, which reads web pages aloud and
highlights each word as it’s spoken – useful if you need help reading a computer screen.
Lots of pages also have British Sign Language (BSL) videos.
This booklet is free. You can get an accessible PDF copy by going to bt.com/commchoices,
or by calling 0800 800 150.
It’s also available in other
formats, including:
• large print
• Braille
• eBook
• audio CD.
bt.com/includingyou
If you use the Next Generation Text Service, you can contact any of the numbers
shown in this guide by prefixing the number with 18001.
2
Contents
Hearing
4
Sight
9
Speech and language
12
Mobility
14
Dexterity
15
Understanding and using technology
16
Call control
17
Our phones and accessories
22
• Accessibility features – your at a glance guide
28
• Things to look out for when you’re choosing a phone
32
• Mobile phones
36
• Accessories
37
The internet – much more than just being online
39
BT TV
44
Getting the best from call packages
46
Getting more from your phone
50
Help and how to contact us
52
3
Hearing
We know that your hearing is as individual as you are. What helps
one person might not be so useful for someone else. So it makes
sense to get as much information as you can before you decide
which product to go for.
We all hear things differently through a phone handset. And as we get older, our hearing
changes too. This is natural and you shouldn’t worry if you think you’ve noticed a difference.
But if you’re concerned that your hearing isn’t as sharp as it used to be, or you know someone
who’s having trouble on the phone, you can find lots of helpful tips at bt.com/hearinghealth
4
When you’re looking for a phone, here are some things to think about:
• incoming speech amplification
• compatible with hearing aids (no buzzing or interference)
• inductive coupler (which works with the ‘T’ or loop setting
on your hearing aid to give you a clearer sound).
Look for this symbol:
• hands-free option, so you can get the sound in
both ears
• some phones have the keypad in the handset. 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
• a socket for plugging in a headset can be useful if
you want to reduce background noise.
These days, digital cordless phones have good sound quality. Some will have an inductive coupler
or 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 using a neck loop (portable inductive coupler) in
place of the headset.
For more information on which phones might suit you, see page 22.
Hear your phone ring more easily with a ToneCaller II
If you have trouble hearing your phone ring, you might find
it helpful to get a new phone with a choice of ringtones and
volumes, or one with a visual call indicator (a flashing light).
But sometimes it’s getting an extra sound alert that really
makes the difference. A ToneCaller II is a device that rings at
the same time as your phone, making it easier to know when
someone’s calling you. It comes with a volume control and a
choice of four different tones.
If you’re a BT home customer and can’t hear your phone ring
because of a hearing loss, we can give you a free ToneCaller II.
We’ll also provide a socket doubler, so you can easily install it
next to the phone. To order, call 0800 800 150.
Remember: if you’ve got broadband and don’t have the latest phone sockets with a
built-in ADSL filter, you’ll need to use an ADSL filter between the phone socket and
the ToneCaller II. See page 38 for more details.
5
Staying in touch online
If it’s sometimes a struggle to hear on the phone, the internet can help you stay in touch.
With things like email and instant messenger, you can keep in contact with friends, family
and businesses. And you also might like to check out Next Generation Text (NGT) too.
For information about BT Broadband, see page 40. And for NGT, see page 7.
Communication Choices: Your hearing, your life
Coming soon: this is one of a series of ‘Communication Choices’
publications designed to make life a little easier if communication
is sometimes challenging. It explains how you can live life to
the full, whatever your level of hearing. It includes tips on how
you can get clearer or louder speech on the phone, and how to
use hearing aids and phones together. We’ve put it together
with Hearing Link for people who are hard of hearing and the
professionals who advise them.
To read or download it, go to bt.com/commchoices
Communication Choices: for deaf or hard
of hearing people
This 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 also shows you how the internet and other
technology can help.
To read or download it, go to bt.com/commchoices
BT Text
Text messaging or Short Message Service
(SMS) is a quick and easy way to keep in
touch. It’s particularly useful if you’ve got a
hearing loss or speech impairment.
• If you’re with BT, you can use BT Text, our
landline SMS service.
• If you aren’t, check with your provider to
see if they offer a similar service.
6
To use BT Text, you’ll need a text-enabled phone (like the BT8500) and our Caller Display service
(charges might apply – 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.
Text messages sent to standard phones or to lines without Caller Display will be delivered as voice
messages. If you want to a text message you send to someone with a visual impairment to be
received as a spoken message, just add *3# at the beginning.
For more information about BT’s Caller Display, see page 50 or go to bt.com/callingfeatures
Next Generation Text
With the NGT Service and the free NGT Lite
app for smartphones, you can communicate
with other phone users at home, in your office
or on the move. The service uses real-time
text, either directly or via a relay operator.
If you can’t, or prefer not to, use a standard
phone, NGT makes it much easier to do things
like ordering takeaways, booking taxis, and
phone banking. You can download the NGT
Lite app from Apple’s App Store, the Google
Play Store or from ngts.org.uk
How you use it depends on your own needs:
Type & Read
If a voice conversation is impossible, perhaps because you can’t
hear the other person on a phone call and they have difficulty
understanding what you say, NGT lets you type your words and
read what the other person is saying.
Speak & Read
If you can’t hear the other person on a phone call but you can
speak, NGT lets you speak directly to the other person and read
what they’re saying.
7
Type & Hear
If you can hear the other person on a phone call but they have
problems understanding what you say, NGT lets you type your
words to them and listen to what they say back.
Speak & Hear
If your hearing and speech are fine but you’d like to call someone
who has a hearing loss or is speech-impaired, you can call them
through NGT.
Using the NGT app offers more than the old Text Relay. But NGT
also works with a textphone (in the same way as Text Relay) if you
prefer to use one.
To find out more about NGT:
• have a look at ngts.org.uk
• from a landline or mobile, call 0800 7311 888
• from a textphone or a smartphone with the NGT Lite app, call 0800 500 888.
8
Sight
The term visual impairment covers a wide range of types and
degrees of sight loss. 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 it might be useful to look out for when you’re choosing a phone:
• cordless with the keypad in the phone handset or a wall-mountable corded phone
(both of these let you see the numbers close up)
• keypad beeps so you know you’ve pressed the buttons
• two-way record for that important information you need to remember
• loudspeaker so you your hands are free to make notes
• backlit keypad
plus…
Clear, good sized
text on screen
A raised dot on button 5
to help you move around
the keypad
Large, well-spaced
keys with good contrast
between background
colour and number
Slow playback of
messages so you can take
down details more easily
For more information on phones, see page 22.
9
Staying in touch online
If you use a computer (or other device, like a tablet) and find some text hard to read or images
too small, there are ways to enlarge what’s on the screen and change the colours. Have a look at
page 43 to find out more.
The internet’s also given us more ways to communicate like online chat, Facebook, Skype and
the NGT Service (see page 7).
For information about BT Broadband, see page 40.
Other ways to get information from BT
If you’ve problems seeing or reading standard print, our printed information is available for free
in alternative formats.
You can get BT literature in:
Large print
Audio
Braille
Produced in 20 point
clear font
Provided on audio CD
Single-sided in Grade 2
abbreviated
10
And some BT material is also available in:
eBook format
Kindle format
Billing information on an audio CD also includes
an MP3 file and a text file. You can play it on
CD and DVD players and PCs, and the text file
is compatible with screen-reading software
on PCs.
To order bills in alternative formats, go to bt.com/billformats or call 0800 800 150.
If you can’t use a printed directory because of a disability, you can apply for our Free 195
Directory Enquiries. Find out more on page 53.
For information on spoken text messages via BT Text, see pages 6–7.
For ideas on how to make your computer more accessible, see page 43.
11
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 device that speaks for you, or because you
have difficulty pronouncing some words. Here are some ideas
that might help.
Making calls
• Preparing in advance is the best way to help you feel in control.
• Have any details you might need ready 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 – for example, try making easy calls to people you know before
tackling more difficult calls.
12
Answering calls
• Never rush to answer a call – do it in your own time.
• Use BT Caller Display so you can see who’s calling
you. Only answer if you feel you want to. (You’ll
need a compatible phone and charges might apply.
See bt.com/callingfeatures)
• Services like BT Answer 1571 can take messages
so you can ring the caller back when you’re ready.
• Or with an answering machine you can listen to a
call when it comes in, and decide whether you want
to pick up or not.
Helping others hear you
If you have a quiet voice, the person you’re speaking to might not be able to hear you.
Repeating yourself is frustrating and 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 think about using the Next Generation Text Service.
For more information see page 7 or go to ngts.org.uk
If you use a device that speaks for you, a phone that you can use hands free could be useful
for picking up the sound.
BT Text
Text messaging, or SMS, can help if you’ve got a speech or language impairment, because you
can put what you want to say in text.
You can find out more about BT Text on page 6.
Staying in touch online
The internet’s given us more ways to
communicate, like email and instant
messenger. And now, tablets and
smartphones mean 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 39.
For information about BT Broadband,
see page 40.
13
Mobility
Having difficulty moving around 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 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 great alternative to fitting extra sockets – you can keep it with you as
you move around, so you don’t have to go to a fixed place to make or receive calls.
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.
BT Answer 1571 answers your calls when you’re out or when you’re already on a call. You can
set up your own personal greeting so people know they’ve called the right number. (You’ll be
charged for using BT Answer 1571. See bt.com/callingfeatures for details).
BT Call Minder (an extra fee applies) is similar to BT Answer 1571 but 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 22. For details about BT’s Calling Features, see page 50.
Staying in touch online
If you have trouble getting about, the internet can help you stay connected, with things like
email and instant messenger. And if you do your shopping online, there’s no need to worry
about carrying heavy bags. For more about how the internet can help you, see page 39.
14
Dexterity
If you find it hard to pick up a phone handset or hold it to your
ear for a long time, it might help to try a different phone.
The list below shows some things that might be helpful. For more on phones, see page 22.
• 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. See page 53 for more details.
15
Understanding and
using technology
Learning disabilities and mental health conditions can bring their
own communication challenges. 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 suggestions that can help you keep your independence.
Don’t overcomplicated things
Look for a phone with:
Avoid phones that:
• large, well-spaced buttons with clearly
contrasting colours
• have lots of buttons or keys (this can be
confusing)
• easily accessible memory buttons, like
speed dial (one touch) or quick dial (two
touch) buttons. Large memory buttons
with space for a picture of the person the
button will call can be really helpful
• store functions behind menu options that
you have to scroll through
• pre-dialling – this shows the number as you
enter it, so you can check you’re dialling the
right one. You can enter numbers at your
own pace, with no worries about being
disconnected before you’ve finished dialling.
• have keys with different functions
depending on where you are in the menu.
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 22.
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. See page 53 for more
information.
16
Call control
We can help you stay in control, so you’re only getting the calls and
texts you want to. And we can help stop unwanted outgoing calls
being made from your phone, too.
Controlling incoming calls
Getting unwanted calls is a problem most of us face, and it can be particularly stressful for
people who are more vulnerable. There are lots of different types of unwanted incoming
calls, including:
• sales and marketing calls
• scams, that try to trick you into giving away your personal information or money
• malicious calls intended to upset you
• silent calls, where there’s nobody on the line
• wrong numbers.
17
The best way for you to deal with them depends on your own situation. Here’s some
general advice.
1. Stay calm
Getting a call you don’t want can be annoying or upsetting. But try to stay calm, especially if
someone’s putting you under pressure (malicious callers may be deliberately trying to get an
emotional reaction).
2. Protect your personal information
Don’t give out personal details, like your name or address,
unless you’re sure you can trust the person you’re talking to.
Scams are becoming more common, so be especially careful
with your BT account number and bank account or credit
card details. You might want to ask for your phone number
to be ex-directory.
3. Know your options
There are almost certainly products or services that can be useful. BT phones can help you deal
with unwanted calls in lots of different ways, including:
• displaying the caller’s number
• blocking calls from particular numbers or types of number
• advanced call blocking, where the caller needs to say their name before getting through.
You can find out more about our phones that can help with unwanted calls on page 22.
Our calling features can help block or screen nuisance calls. To find out more about ways we
could help, have a look at bt.com/callingfeatures
Useful links
The Telephone Preference Service – a free service that lets you opt out of
unsolicited marketing calls.
www.tpsonline.org.uk
Think Jessica – a charity that highlights the dangers of elderly and vulnerable people
being taken in by scams and ‘brainwashed’ into giving out personal information.
thinkjessica.com
OfCom – the government-approved regulator with lots of information on dealing
with unwanted calls, including guides to download.
http://consumers.ofcom.org.uk/phone
18
Controlling outgoing calls
People with certain conditions (like short-term memory loss, learning difficulties, dementia
(including Alzheimer’s) or obsessive compulsive disorder (OCD) sometimes make a lot of calls
to the same number.
If this is a problem for someone you’re caring for, you might
find our Network Controlled Calling (NCC) service useful. With
NCC, we agree ten numbers with you that can be called from a
phone and block outgoing calls to all other numbers (except for
emergency services and BT’s Fault Repair Service).
To find out more, download our leaflet on Network
Controlled Calling from bt.com/commchoices
Is Network Controlled Calling suitable for everyone?
Network Controlled Calling can be helpful if repeat calls, especially those to premium rate
numbers, need to be controlled, and no more than ten numbers need to be dialled.
However, Network Controlled Calling is not suitable if more than
ten numbers often need to be called or if any of the listed
numbers often need changing, as we can change any
of the listed numbers only every four months.
In these cases, Call Barring, which helps
control the types of calls that can be made,
might be more suitable.
To get in touch about Network
Controlled Calling, email us at
ncc.g@bt.com or call us on
0800 919 591 (8am to 5pm
Mondays to Fridays).
19
123 and 118 call barring
People with dementia sometimes have a habit of making lots of calls to 123 (Timeline) or to
numbers beginning with 118 (directory enquiries services). It can be difficult and frustrating
trying to get them to stop.
In March 2015 we launched a new service that bars outgoing calls to 123 and 118 xxx
numbers. This means you won’t need to worry about someone running up a big phone bill
by calling these numbers – and there’s no need to change the phone (which we know some
people don’t want to do).
We don’t have the capacity to offer this service to everyone, so we’re focusing on our
most vulnerable customers. If you’re interested, call us on 0800 919 591 (8am to 5pm,
Mondays to Fridays) and we’ll be happy to chat to you about how we can help.
BT phones like the BT8500 Advanced Call Blocker can also block outgoing calls to particular
numbers or types of number. Find out more about our phones on page 22.
Unwanted texts
Sometimes you might get text messages on your home phone. These can either appear as a
normal text message or be spoken aloud by an electronic voice. You might find that confusing if
you don’t know about the service or if the message comes at a strange time of day.
To find out more about how to control texts on your home phone and related
information, go to bt.com/unwantedcalls
20
Controlling calls on your mobile
Here’s how to stop and report unwanted calls or texts to your mobile.
Stopping unwanted sales or marketing calls
If you’re getting unwanted sales or marketing calls or recorded messages, you can ask the
marketer to stop calling you – just contact them on the number they’ve provided. Some mobiles
can block calls and texts – check your phone’s user guide for details. You can also download apps
for blocking numbers.
Reporting unwanted calls and texts
You might get calls or text messages from organisation’s
marketing products or services. Texts encouraging
you to claim compensation for a personal injury are a
common example.
To report a ‘spam text’, forward the text to 7726.
When you do this, you may get an automated response
thanking you for the report and, perhaps, giving you
further instructions. An easy way to remember 7726 is
that they’re the buttons on most mobile phone keypads
(alphanumeric keypads) that spell out the word ‘spam’.
You won’t be charged for sending texts to 7726.
Use the Which? website to report nuisance calls and texts
Which? is running a campaign, ‘Calling time on nuisance calls and texts’. Every complaint
helps in the fight against nuisance calls and texts. You can find the link for reporting a call or
text at bt.com/callcontrol
Reporting malicious, threatening or abusive calls
Some people make calls to try and annoy you, cause you inconvenience or make you feel anxious
– for no reason. These calls can be upsetting and distressing. If you’re getting them you should
report them to the police. If they decide to trace the calls, they’ll contact your supplier.
Communication choices: dealing with
unwanted calls on your BT line
This booklet gives you detailed information on how to
deal with unwanted calls and how BT can help.
You can download it from bt.com/commchoices
Or call us on 0800 800 150 and ask for a copy.
21
Our phones and
accessories
The products on the next few pages have lots of features that could
help if you don’t find it easy to use the phone. For more information
about our accessible phones, go to bt.com/includingyou
Find the right phone for you
To help make it easier to choose the best phone for your particular impairment, look for the
relevant icon.
I’d like some help with…
22
Hearing Speaking
Dexterity
Moving around
Using technology
Controlling calls
Seeing
Corded phones
BT Big Button 200
•
•
•
•
•
•
•
•
•
Extra-large buttons
Incoming or outgoing voice amplification
Incoming call indicator light
Message waiting indicator light
Easy one-touch redial
Easy one-touch BT 1571 call
Three one-touch speed dial buttons
Hands-free capability
Hearing aid compatible
(with inductive coupler)
• Ringer volume control
BT Converse 2200
•
•
•
•
•
•
•
•
•
•
Headset socket
Incoming voice amplification
Handset volume control
Hearing aid compatible (with inductive coupler)
Ten one-touch speed dial buttons
Incoming call indicator light
Message waiting indicator light
Hands-free capability
Easy one-touch redial
Ringer volume control
BT Converse 2300
As BT Converse 2200, plus:
• Caller Display* with 50 number calls list
• Ten one-touch speed dial buttons
• Store 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.
23
BT Decor 2100
•
•
•
•
•
•
•
Large buttons
Hearing aid compatible (with inductive coupler)
Incoming call indicator light
Three one-touch speed dial buttons
Ten two-touch quick dial buttons
Ringer volume control
Mute button
BT Decor 2500
•
•
•
•
•
•
•
•
•
•
Large buttons
Easy to read display
Hearing aid compatible (with inductive coupler)
Caller Display* with 30 number recent calls list
Answering machine
Store 100 contacts
Easy one-touch BT 1571 call
Hands-free capability
Incoming call indicator light
Message waiting indicator light
BT Paragon 550
•
•
•
•
•
•
•
•
•
•
•
Digital answering machine
Hearing aid compatible (with inductive coupler)
Incoming speech volume control
Hands-free capability with on-hook dialling and
volume control
Headset socket
Caller Display* with 30 number recent calls list
Text messaging*
Store 100 contacts
Message indicator light
Clock with call timer function
White on black display with contrast control
* 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.
24
Cordless phones
BT4000 Big Button
This phone has extra-large buttons and easyto-read text on-screen. It also helps you block
nuisance calls.
•
•
•
•
•
•
•
•
•
•
•
•
•
•
Digital cordless
Filter, screen and control unwanted calls*
Extra-large buttons
Clear, backlit display with large text
Earpiece is shaped to give a clear sound
Increase volume to max with one-touch amplify key
Headset socket
Hands-free capability
Tone control for incoming speech
Do Not Disturb mode – switches off the ringer
Caller Display* with 50 number calls list
Store 100 contacts
Easy access to BT calling features
Hearing aid compatible (with inductive coupler)
Block
Nuisance
Calls
BT4500 Big Button
This phone has all the features of the
BT4000 Big Button plus:
• Digital answering machine
• Record your calls
• Slow play facility for listening to
messages and conversations
Block
Nuisance
Calls
* 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.
25
BT7600 Nuisance Call Blocker
The BT7600 Nuisance Call Blocker helps
you make sure the calls you get are the
ones worth answering.
•
•
•
•
•
•
•
Digital cordless
Filter, screen and control unwanted calls*
1.8” full graphic amber backlit display
Digital answering machine
Caller Display* with 50 number recent calls list
Hands-free capability
Store 200 contacts that automatically synchronise
between handsets
• Easy access to BT calling features
• Up to 300m range
• Up to 12 hours talk and 120 hours standby time
Block
Nuisance
Calls
Bundles available with one to four handsets
BT8500 Advanced Call Blocker
The BT7600 includes BT’s new
unique Call Guardian to block up to
100% of nuisance calls.
• Digital cordless
• Call Guardian service – blocks up to 100 per cent
of nuisance calls*
• Block up to 1000 individual numbers*
• Block outgoing calls to specific types of number*
• 1.8" colour screen
• Automatically copies contacts between handsets
• Answering machine
Bundles available with one to four handsets
* 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
BT Home Smartphone S II
Touch screen home phone with
web browsing
•
•
•
•
•
•
•
•
•
•
•
Wi-fi connectivity
Store 1500 contacts
3.5" capacitive touch screen
Internet browsing
Facebook and Twitter pre-installed
Download apps
Email
Internet radio app
Video and music player
Nuisance call blocking*
Answering machine
* 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.
27
Accessibility features – your at-a-glance guide
Corded phones
Big Button 200
Converse 2200
Converse 2300
Decor 2100
Decor 2200
Answering machine recording time
Batteries
BT 1571 button
16 minutes
4 x AA Alkaline
4 x AA Alkaline
Yes
Caller Display*
Yes
Yes
Yes
Clock/timer
Clock/timer
Clock/timer/alarm
Yes
Yes
Yes
Yes
Yes
Yes
Yes
Yes
Yes
Yes, and outgoing
Yes
Yes
Clock / timer / calendar / alarm
Hands free
Yes
Headset socket
Hearing aid compatible: inductive coupler
Incoming speech amplification
Large buttons
Paragon 550
Yes, extra large
Mains power needed
Yes
Yes
Yes
Yes
Yes
Yes
Yes
Yes
Message waiting indicator – Answerphone
Yes
Switchboards only
Yes
Phonebook
100
50
100
Pre-dial
Yes
Yes
Yes
Message waiting indicator – BT Answer 1571
Quick dial (two touch)
Yes
Switchboards only
10
Receiver volume control
100
Yes
Yes
10
100
Yes
Yes
REN
1
1
1
1
1
1
Ring tone options
3
3
3
3
3
15
Yes
Yes
Yes
Yes
Yes
Yes
Ring volume control
SMS (text messaging)*
Yes
Speed dial (one touch)
3
11
10
3
Visual ringer indicator
Yes
Yes
Yes
Yes
Yes
Yes
* 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
BT4500
Big Button
BT Home
Smartphone S II
BT7600
Nuisance Call Blocker
BT8500
Advanced Call Blocker
60 minutes
24 minutes
30 minutes
60 minutes
2 X AAA NiMH
2 X AAA NiMH
Li-ion
2 X AAA NiMH
2 X AAA NiMH
Call control*
Yes
Yes
Yes
Yes
Yes/Advanced
Caller Display*
Yes
Yes
Yes
Yes
Yes
Clock
Clock/timer/alarm
Clock/timer/alarm
Clock/timer/alarm
Clock/timer/alarm
Hands free
Yes
Yes
Yes
Yes
Yes
Headset socket: neck loop compatible
Yes
Yes
Yes
Hearing aid compatible: inductive coupler
Yes
Yes
Incoming speech amplification
Yes
Yes
Intercom between handsets
Yes
Yes
Yes
Yes
Yes
Keypad lock
Yes
Yes
Yes
Yes
Yes
Large buttons
Yes
Yes
Mains power needed
Yes
Yes
Yes
Yes
Yes
Phonebook
100
100
1500
200
200
Yes
Yes
Yes
Yes
Yes
Yes
Cordless phones
BT4000
Big Button
Answering machine recording time
Batteries (rechargeable)
Clock / timer / calendar / alarm
Message waiting indicator – Answerphone
Yes
Multi-handset facility
Yes
Yes
Pre-dial
Yes
Yes
1
1
1
1
1
Base: 5
Handset: 15
Base: 5
Handset: 15
25
Base: 5
Handset: 11
Base: 5
Handset: 15
Yes
Yes
Yes
Yes
Yes
Yes
Yes
Yes
9
9
Yes
Yes
REN
Ring tone options
Ring volume control
SMS (text messaging)*
Speed dial (one touch)
9
9
Visual ringer indicator
Yes
Yes
Yes
On screen
* 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.
30
31
Things to look out for when you’re
choosing a phone
There are lots of different things phones can do to help, depending on your own situation.
Here’s a list of features that some people find useful.
Buttons
1471 and 1571 buttons
Use the 1471 button to find the number of
the last person who called you, and use the
1571 button to listen to your BT Answer
1571 messages.
Amplify button
This can either boost
the incoming sound
on your call – or make
your own voice louder
for the other person.
Big buttons
Some of our phones, like the BT Big
Button 200, have big buttons with clearly
contrasting colours – so you can easily see
which numbers to press.
Emergency button
Some phones have a button you can use to
call for help in an emergency.
Keypad lock
Lets you lock the phone (normally by pressing
a certain key combination) to stop calls being
made until you decide to unlock it.
Last number redial
Most phones have a ‘redial’ button – so you
can just press one button to call engaged
numbers again.
Memory buttons (speed dial and
quick dial)
Store the numbers you call most often and
ring them by pressing one or two buttons.
32
Raised dot on ‘5’ button
Most phones have a raised dot on the ‘5’
button so you can easily find the centre of
the telephone keypad by touch alone.
Ringtones, alerts and volume
Audible alert for messages
The audible alert feature means that when
you have a new message, you’ll hear a beep
to let you know.
Call indicator
Flashing light to show you when the phone’s
ringing.
Different ringtones
If you feel anxious about speaking to people
you don’t know, using different ringtones
can help. With some phones, you can set
different ringtones for each person you
know. So when they call, you’ll be able to tell
who it is straight away.
New message indicator
A new message indicator is a light that
flashes if you have a new message.
Ringing tone and volume control
On some phones you
can choose how loud
your phone ring is.
Lots of phones have
several different ring
tones, so you can
choose the one you
can hear the best.
Outgoing speech amplification
If you have a quiet voice, you can use
amplification to increase the volume so the
person you’re talking to can hear you better.
Display text and messages
Answering machine
With an answering machine you don’t need
to rush to answer the phone straight away.
People can leave a message for you and then
you can call them back when it’s convenient
if you need to.
You can use a built-in answering machine
or a network-based answering service like
BT Answer 1571 or BT Call Minder to take
messages for you.
For charges, see bt.com/callingfeatures
Text messaging
If you find speaking on the phone difficult,
you can use some phones to type and send
text messages to home phones with the
same text messaging facility, or to mobiles.
Pre-recorded message
Some phones have a pre-recorded answer
message, so you don’t have to record
your own. This can help if your speech is
sometimes difficult to understand, or if you
don’t want people that call you to know who
you are. You can get pre-recorded answer
messages in male and female voices.
Memo feature
The memo feature lets you record audio
messages for yourself or other people, which
can be useful if you find writing difficult.
Caller display
A caller display service lets you see the
number of the person who’s calling you, so
you can decide whether you want to answer
(you’ll need a compatible phone and charges
may apply).
Slow replay
Makes it easier to hear and understand
messages.
Backlit display
Handsets and add-on services
Zoom text
Some phone handsets have been designed to
make them easy to pick up and hold.
A backlit display is easier to read.
This makes the phone number bigger on the
display as you’re dialling it.
Two-way record
Some phones with answering machines let
you record your conversations. This can be
useful if you find it difficult to hear everything
that’s being said on the phone – you can play
the conversation back afterwards to make
sure you didn’t miss anything.
Easy grip handset
Headsets
Using a phone headset can be helpful if you
find it difficult to hold the phone, or if you
want to use your hands for something else
(like taking notes). A cordless phone headset
lets you move around
as you’re talking to
someone. Lots of
phones have a socket
for plugging in a
headset.
33
Hands free
Using your phone
‘hands free’ means that
instead of listening
through the earpiece,
you’ll hear the person
you’re speaking to
through a loudspeaker.
This can be helpful if you need to write or
take Braille notes when you’re on the phone.
Pre-dial
Pre-dial (also called ‘on-hook dialling’) lets
you dial a number without having to lift the
handset first. This means you can check the
phone number you want to ring before your
phone dials the number – useful if you worry
about dialling the wrong number.
Wall-mountable
This means you can put the phone on the
wall at eye level so it’s easier to use.
Next Generation Text
If you find it difficult to speak or hear
on the phone, the Next Generation Text
(NGT) Service can help.
Find out more at ngts.org.uk
Cordless
If you find it difficult to move around your
home, a cordless phone can be useful as you
can keep it with you.
34
Other features
Inductive coupler
This works with many hearing aids
(when they’re on the ‘T’ setting) to
actively reduce background noise,
giving you a clearer sound.
Intercom
Lets you have conversations between
different handsets on the same line.
Contacts (also
called phonebook,
directory or name
and number
memory)
A list of frequently
used numbers to dial
using only one or two buttons.
Multi-handset facility
Extra cordless handsets working from one
base, with no extra wiring needed.
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.
Voice prompts
Audible announcements to help with set-up
and operation.
Try Before You Buy centres
We understand how disappointing it can be to buy something, only to get it home and find that
it’s not really what you need. By working with third-party Try Before You Buy (TBYB) centres, we
provide over 200 places where you can see, handle and try out our equipment to make sure it’s
suitable for you – without being pressurised by sales people.
TBYB centres are set up in independent 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 Your Buy centre, go to
bt.com/tbyb
‘‘
Graham Maher, project leader of Nugent Care’s ‘Hear Here’, which supports hard
of hearing people and their families across Merseyside, says:
“The Try Before You Buy scheme is invaluable for hard of hearing people because it
lets them try phone equipment in a friendly, non-threatening environment.
“They can relax knowing that there is empathetic support for them, rather than
a hard sell. Buying a phone that’s suitable for a person’s particular hearing loss is
crucial to their ability to communicate with friends, family and service providers.”
VAT
We have an inclusive design policy. This means that, while lots 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.
35
Mobile phones
These days, more and more people use a mobile phone. Mobiles are a great way to stay in
touch, and while they can sometimes seem difficult to use, there are some very accessible
models around.
Lots of people use smartphones – basically, mini touch-screen computers that let you connect
to the internet and send emails as well as make calls. But others are more comfortable with a
basic handset. The choice is yours.
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 capability.
• Voice dialling – call a saved number just by saying the person’s name.
• Option to plug in a headset for privacy, or when dexterity is a problem.
• Text to speech facility – useful for visually impaired people.
• Keys that click or beep when you press them.
• Internet, emails and instant messaging.
Say “Hello” to BT Mobile
We’re offering some great-value mobile phone
plans, with exclusive discounts if you’ve got
BT Broadband at home. Keep the phone you
love with one of our SIM only plans.
Find out more at bt.com/mobile
36
Accessories
The right accessories can make a big difference, whether it’s a headset for making private
hands-free calls, a video device that lets you keep an eye on a family member or broadband
extenders for a better wi-fi signal.
BT Digital Baby Monitor 300
Not just for babies – with the BT Digital
Baby Monitor 300 you get digital cordless
technology, high definition sound and twoway communication. The carer unit is portable
and rechargeable – and it’s got a range of
up to 300m outdoors and 50m indoors.
Flashing LEDs let you see sound levels.
BT Digital Baby Video
Monitor 1000
This monitor’s great when you need to keep
an eye and ear on someone who’s not in the
same room. It has a large 2.8" LCD colour
screen, high definition digital sound, and
automatically switches to night vision mode
when it’s dark. There’s a secure wireless range
of up to 300m outdoors and 50m indoors,
and you can connect up to four cameras.
BT Digital Baby Video Monitor
7500 Lightshow
The BT Digital Baby Video Monitor 7500
Lightshow is similar to the Baby Video
Monitor 1000 but gives you even more
options for seeing and hearing what’s going
on in another part of the house. You can
remotely control where the camera’s pointing
(using pan, tilt and zoom). And set the 3.5”
colour screen to come on only when an alert
triggers it. There’s a wireless range of up to
300m outdoors and 50m indoors.
37
BT Smart Home Cam 100
Keep an eye on your home when you’re not there
With the BT Smart Home Cam 100 you can stream video
to your tablet, smartphone or laptop remotely via wi-fi,
meaning you can stay connected with the person you’re
caring for wherever you are. Whenever you’re online, you
can see the video stream of your home, or a loved one’s,
via the free iOS or Android apps, or the web portal.
The BT Connected Home range
The BT connected home product range has been designed to get you online wherever you want
around your home. Whether it’s connecting a smart TV, getting broadband in a room where you
currently can’t, upgrading to the latest wi-fi technology or keeping an eye on your home when
you’re not there, BT has an answer.
Take a look at our range of broadband extenders (powerline adapters), wi-fi extenders, dongles,
dual-band upgrade kits, switches and home monitors to make your broadband even better.
BT Broadband Extenders (Powerline adapters)
BT Broadband Extenders use AV HomePlug Powerline
technology to turn every power socket in your home into a
potential Ethernet port. Ideal for HD and 3D streaming, they
all work straight out of the box so you can quickly connect
to a smart TV, cover a wi-fi dead spot, get online in a garden
room or game online wherever you want.
BT Wi-fi Extenders, dongles and upgrade kit
BT’s wi-fi solutions can help you make the most of wireless
broadband around your home. Whether you want to upgrade
your old devices, get wi-fi coverage in areas you currently can’t
or get hold of the latest wi-fi technology for improved reliability
and speed, BT’s wi-fi solutions will keep you connected.
BT ADSL filter
A filter (or microfilter) is a device that allows
broadband to work at the same time as your
phone service, cutting out interference. If
you have a broadband internet connection,
you might need to fit an ADSL filter to every
phone socket that you use in your home,
depending on your socket type.
38
You don’t need to use microfilters
if your main phone socket has two
separate sockets, like these:
The internet – what
getting online can do
for you
Unveil a whole new world – with an internet connection,
you can find information on just about anything and get a
whole new take on life.
Here are some of the things you can do online:
• stay in touch with friends using social networks like Twitter (twitter.com) and Facebook
(facebook.com)
• make video calls to distant relatives, seeing them as well as talking to them
• do all your food shopping and get it delivered right to your door
• join a community that shares your hobby
• keep up to date by reading or downloading your favourite newspaper
• pay bills and manage your money with internet banking
• watch TV and listen to the radio.
So many ways to stay in touch
And if you’ve a disability, the internet can
help – perhaps in ways that you don’t
automatically think of. 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.
And the Next Generation Text Service
is breaking new ground for people who
are deaf or have no voice. See page 7 for
more details. Or go to ngts.org.uk
You can also get involved, getting
help or giving help, and sharing
ideas and solutions, on our forum
at community.bt.com
39
BT Broadband
We’ve got some great-value BT Broadband packages. They all 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
• BT Cloud – a free app and desktop program
for online storage that lets you back-up,
protect and share those all-important files
and photos
• BT SmartTalk, a free smartphone app that
gives you access to your home calling plan
through your mobile
• free 24/7 helpline and lots of online help
options
• BT Wi-fi hotspots – get free wi-fi when you’re out
and about at 5 million places across the UK (using
our app if you’re on a smartphone or tablet).
Or you might be able to get BT Infinity, our
superfast fibre broadband service. You can ‘bundle’
BT Infinity together with your phone package
and add in BT TV, with over 70 Freeview TV and
radio channels. And you’ll be able to watch the
unmissable action on BT Sport.
Find out more about BT Broadband at bt.com/broadband
Find out more about BT Infinity, and check availability, at bt.com/infinity
And find out more about BT Sport at bt.com/sport
40
We’ll support your online journey
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 first 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 free,
simple training courses called Learn My Way,
who have sites all over the UK where tutors
and volunteers can help you complete the
easy-to-use Learn My Way courses in person.
You can find your nearest centre
at bt.com/getit
Scams
While the internet brings a lot of advantages, there are also things you need to look out for.
Scammers manipulate people by ‘pushing their buttons’ to get the response they want. To stop
scammers pulling you into their traps, you need to know how to avoid them and not give them
the responses they expect.
Phishing
Phishing is a common kind of scam. It refers to when someone fraudulently sends you an email
posing as a reputable company to get you to reveal personal information, like passwords and
account information. People can be tricked into clicking on a link, opening an attachment or
giving away sensitive information that can be used for identity theft.
How to spot a phishing email
Here are the signs to look out for:
• poor spelling and grammar
• a message asking for personal information that isn’t in response to anything you asked for
• a message that makes unrealistic threats or promises (like cash prizes, lottery winnings,
investment or pensions advice).
If you have a BT account and you’re concerned about security, go to bt.com/help/security
41
BT customers – be aware of phishing emails pretending to be from BT
BT has received reports that customers have been getting emails from various ‘@bt’ email
addresses with malicious attachments. If you open the attachments, you might download
password stealing software that aims to compromise your bank, PayPal or other financial details
along with login details for websites, including social media accounts.
It’s really important to watch out for this.
Think before you click
BT will never ask you for personal details or banking information.
We’ll never send you an email with an attachment.
Reporting scams
For more information on scams and how to avoid them, go to bt.com/scams
If you think you’ve been the victim of a scam or an attempted scam, you should report
it to Action Fraud – the UK’s national fraud and internet crime reporting centre. The
easiest way to do this is by using the using the Action Fraud online reporting tool
(there’s a link at bt.com/scams).
To report any phishing attempts pretending to be from BT, forward the email to
phishing@bt.com. Then delete it.
If you don’t have internet access, you can call Action Fraud on 0300 123 2040.
Don’t worry about IT
It’s important to stay safe when you’re online. BT services can help you protect your security
and privacy.
BT Protect
• Warns you if you’re about to go onto a
website that might be harmful.
• Helps protect you from viruses, scams and
phishing attacks while you browse online.
• Protect any device that’s connected to
BT Broadband.
• Works when you’re out and about and
connected to a BT Wi-Fi hotspot.
42
BT NetProtect Plus software powered by McAfee®
• Protect your computer against viruses and spyware.
• Guard your identity with a warning system to protect you from phishing scams.
• Easily see which sites are safe with the simple SiteAdvisor® traffic light system.
• Protect up to seven computers.
To find out more about BT Protect, go to bt.com/help/protect
For more information on scams, take a look at bt.com/scams
For more about BT NetProtect Plus, see bt.com/netprotect
Making it easier to use a computer
In just the same way that it can be helpful to have bigger buttons on a phone, you might need
to adjust the way you see or use a computer. For example, you can change the display on a
computer screen – maybe with a different colour scheme, or bigger text, you’ll be able to see
the screen better.
Or perhaps it’ll help to use specially
developed software like 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, if standard kit doesn’t quite suit
you. So you’ll be able to concentrate on what
you can do, rather than what you can’t.
There are loads more practical tips on making the web easier to use at AbilityNet’s
‘MyComputer MyWay’ site. Take a look at abilitynet.org.uk/mcmw
43
BT TV
BT TV has lots of features to help customers with a disability or
impairment. Here are some examples:
Subtitles
If you find it hard to hear what people on
TV are saying, you might find subtitles useful.
Subtitles are a text version of the dialogue and
sound effects in programmes. If a broadcaster
has added subtitles to their content, you’ll be
able to see them using YouView.
High-contrast colour scheme
If you find the YouView menus difficult to
read, there’s another high-contrast colour
scheme you can use instead. It uses white
text on black and the menu options don’t
blend in with the background.
Audio description
Like a narrator telling a story, Audio
Description (AD) is a commentary that
describes body language, expressions and
movements. AD gives you information about
things you might not be able to see, so you
can keep up with the action.
Sign language
Sign language is a visual language that uses
hand shapes and patterns together with facial
expressions to communicate. Programmes
using British Sign Language will show a
person in the corner of the screen translating
the speech and expressing feelings.
44
Audio feedback
If you find it hard to see the screen, you
might find the audio feedback feature
helpful. It generates sounds so you know that
YouView has received the signal when you’ve
pressed a key on the remote control.
Zoom
You can make the text on your menu screen
bigger or magnify part of the screen with the
Zoom functions on YouView.
Control the TV with other devices
Plug in a headset
You can plug in a Bluetooth headset to your
YouView box so you can hear the TV better.
Record programmes (with YouView+ box)
You can control YouView with a device like
a USB keyboard or a game controller, which
some people find easier than using the
remote control.
You can record any programme or series onto
the hard drive and, when you play it back,
you’ll be able to use the subtitles or audio
description (as long as the broadcaster has
made these available).
Induction loop (with YouView+ box)
Pause and rewind live TV
If you use a hearing aid, then you can attach
an induction loop to your YouView+ box.
It works with your hearing aid to reduce
background noise, so you get a better sound
and don’t need to turn up the TV volume.
If you didn’t catch something or need to
leave the room, you can pause or rewind the
programme you’re watching.
To find out more about BT TV’s accessibility features and how to use them,
go to bt.com/tvaccessibility
BT Sport
BT Sport includes loads of unmissable
live action including Barclays Premier
League and UEFA Champions League
football, Aviva Premiership Ruby,
MotoGP™ races and much more.
You can watch BT Sport on your TV or
wherever there’s an internet connection
using the BT Sport app or online player.
Find out more about at
bt.com/sport
45
Getting the best from
call packages
Finding the best phone deal
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. Here are a few things to
bear in mind to make sure you get the best phone package for you.
• If you make most of your calls at weekends, you can probably find a package that includes
these with your line rental.
• If you make most of your calls during the day, look for a package that includes daytime calls
(like BT’s Unlimited Anytime Calls).
• Always check how much it costs if you make calls at times that aren’t included in your package.
• Make sure you know what times your provider counts as ‘peak’ and ‘off-peak’. You’ll often be
charged more for making a call during peak times.
Our phone deals
Remember to shop around for the best deal. Here are a few of the packages that you can get
from BT:
Line Rental Saver – 10% off the price of 12 months standard line rental when you pay upfront
using a debit or credit card.
Line Rental Plus – priority fixes on your phone line faults, features like Call Barring and Choose
to Refuse, bill updates to your landline, and flexible ways to pay.
Home Phone Saver 2018 – a guaranteed fixed price calling plan until 2018, giving you
protection from price rises and bill surprises – and with inclusive calling features (BT Privacy
with Caller Display, and Anonymous Call Reject) that help protect against nuisance calls.
You can find out more about our latest deals and offers at bt.com/calls.
Or call 0800 800 150.
Find the best call package with BT Right Plan
Right Plan is an online tool for BT customers that helps you find the best calling plan for you.
We look at how and when you use the phone over a 30-day period. Then we’ll suggest a
different call package if it would work out cheaper.
Find out more at bt.com/rightplan
46
BT Basic – help if you are on a low budget
We know that sometimes customers need a little extra
help with a phone line. That’s why we created BT Basic,
a low-cost phone package that helps you keep in touch
even if money is a bit tight.
BT Basic costs £15.30 for three months line rental
(this includes £4.50 to spend on calls).
All the phone costs are very clearly priced to help you
keep track of your spending and stay within budget.
If you go over your call allowance, you will 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 are 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 benefit for people who are unemployed or on a low income and will replace
a range of other benefits. Universal credit is being introduced in stages across the UK. You can
find out more information at gov.uk/universal-credit
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.
47
BT Basic + Broadband
This includes:
• broadband with up to 16Mb/s download speed
• 10GB usage a month, which typically means you can:
-- browse the internet for up to 30 hours a month
-- stream video for up to ten hours a month
-- download one standard definition film and up to ten
albums a month.
• BT Parental Controls
• unlimited wi-fi.
With BT Basic + Broadband, your broadband will cost £14.55 every three months. So, with
your BT Basic line rental included, the total cost is £9.95 a month.
You won’t need to pay a connection charge for installing broadband, but you will need to pay for
the postage and packaging of your BT Home Hub, which you will need for the broadband to work.
If you go over your broadband usage limit, a charge will apply. We will email you if you are close
to going over the limit.
Or you can take one of the standard BT Broadband only options (BT Basic customers aren’t
eligible for the combined Broadband and Calls packages). Choose the package that best meets
your needs and budgets.
For more information, go to bt.com/btbasic
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 some
schemes that could help.
Free Priority Fault Repair
If you, or someone who lives with you, are
registered as Chronically Sick and Disabled
or incapacitated, and therefore housebound,
because of a chronic long-term illness or
disability which means you can’t leave the
house without the help of another person
(for example, you’re on the National Organ
Transplant waiting list) you might qualify for
our Free Priority Fault Repair scheme.
48
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 got a strict set of
criteria and all applications must be countersigned by a doctor or hospital consultant. We’ll need
their General Medical Council (GMC) number and an official doctor’s or hospital stamp. You’ll find
details in our Priority Fault Repair Scheme guide.
To read or download a copy of the guide and an application form, go to
bt.com/commchoices. 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 it because of special circumstances, like an emergency hospital stay. Under this
scheme, you nominate a second contact who we can get in touch with about your bills.
To read or download our Protected Services Scheme guide and application form, go to
bt.com/commchoices
Power of Attorney
The UK population is ageing. And, as we get older, we’re more likely to develop health problems
and illnesses. So more and more of us are arranging for someone we trust to look after our
affairs for us. One way of doing that is with a power of attorney.
What is a power of attorney?
A power of attorney is a legal document that lets one person (the attorney) make decisions on
behalf of another person (the donor). It’s a flexible document that donors can tailor to their
individual circumstances, setting out things like who the attorney(s) are, how they should act
and any restrictions that will apply.
Power of attorney and BT
You can use a power of attorney to hand over control of your BT account to someone you trust.
BT and other organisations have helped the Alzheimer’s Society put together a guide, cutting
through the confusion about how a power of attorney can be used.
For a link to download it and to find out more helpful information, go to bt.com/poa
49
Getting more from
your phone
With our calling features you’ll get 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. It registers you with the Telephone
Preference Service (tpsonline.org.uk), which helps stop unwanted sales calls. We also offer
BT Privacy with Caller Display, which lets you see the number of the person calling. BT Privacy
with Caller Display costs £1.75 a month, but you can sign up to get it free for a year at
bt.com/myfeatures (a new 12-month line rental contract applies).
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, so you
can decide whether to pick up the phone or
not. For charges, go to bt.com/callingfeatures
Call Sign
Get an extra number with a different ring tone.
You can then give this out only to close friends
and family so you know when they’re calling.
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More useful calling features
Call Waiting is a beep that lets you know 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 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 Free 195 Directory Enquiries service, you won’t be
charged for using the call return option on BT 1471 or BT Answer 1571 (all other
charges apply).
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.
51
Help and how to
contact us
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 ‘Codes of practice’ 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 have 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 ‘Complaints Code’ 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 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 430 049 or 0845 050 1614
Fax: 0330 440 1615 or 01925 430 059
Textphone: 0845 051 1513 or 0330 440 1600
Email: enquiries@os-communications.org
Website: ombudsman-services.org/communications.html
Useful numbers
Operator services
Providing the 999 emergency service since 1937
If you’re having difficulty getting through to a number, 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
www.nhs.uk/111
52
101 – when you want to contact your local police but it’s less urgent than a 999 call. To find out
more, go to police.uk/contact/101
18000 – free emergency services for Next Generation Text users.
emergencySMS
If you have 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
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.
Similarly, if you’re registered for Free 195 Directory Enquiries, you won’t be charged for using
the call return option on BT 1471 or BT Answer 1571 (all other charges apply).
If you’d like to register, call 0800 587 0195 for an application form. We’re open from 9am to
4.30pm, Monday to Friday.
For free and unlimited searches online (including a Welsh language option) go to
thephonebook.bt.com
How to contact us
When you contact us, you’ll usually need to quote your BT account number, which you’ll find
on your BT bill. If you’re dealing with bills on behalf of someone else using a Power of Attorney,
you’ll need to have registered it with us. For more information, go to bt.com/poa
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 800 288 – for our BT Welsh language helpdesk
0800 800 151 – for faults
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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:
1 Go to the Help and support section at bt.com/includingyou
2 Choose Ways to get in touch
3 Choose Chat online and type in your question.
We’re open from 8am to 9pm, Monday to Friday.
British Sign Language
You can now contact BT using British Sign
Language (BSL). You’ll need a computer or device
with a webcam, and a broadband connection.
It’s a free service and is available 8am to
6pm, Monday to Friday.
To find out more, go to bt.com/bsl
Connections: BT’s newsletter for healthcare professionals
If you’re involved with community health and social care and would like to keep up to date
with the latest BT accessibility news, why not sign up for Connections? At bt.com/includingyou
there’s a link to enter your email address at the bottom of every page.
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
54
Index
Accessibility features . . . . . . . . . . . . . . . . . . . . . . . . 28
Accessories . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 37
ADSL filter . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 38
Alternative formats and accessible
information . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10
Answering machine messages . . . . . . . . . . . . . 14
Audio CD billing . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 11
Baby monitors . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 37
Braille . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10
BT Basic . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 47
BT Broadband . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 40
BT Protect and BT NetProtect Plus . . . . . . . . 42
BT Text . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6
BT TV . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 44
Call control . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 17
Calling features . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 50
Chronically Sick and Disabled Persons Act . . 48
Complaints . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 52
Contacting BT . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 53
Corded phones . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 23
Cordless phones . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 25
Dexterity . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 15
emergencySMS . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 53
Extension cables . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 14
Free 195 Directory Enquiries . . . . . . . . . . . . . . . 53
Free Priority Fault Repair . . . . . . . . . . . . . . . . . . . 48
Get IT Together . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 41
Hearing . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4
Hearing aid compatible phones . . . . . . . . . . . . . . 5
Help . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 52
Live chat . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 54
Microfilter . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 38
Mobile phones . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 36
Mobility . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 14
Network Controlled Calling . . . . . . . . . . . . . . . . . 19
Next Generation Text service . . . . . . . . . . . . 7
Operator services . . . . . . . . . . . . . . . . . . . . . . . . . . . . 52
Phones from BT . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 22
Phone features . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 32
Power of Attorney . . . . . . . . . . . . . . . . . . . . . . . . . . 49
Protected Services Scheme . . . . . . . . . . . . . . . . . 49
REN . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 34
Scams . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 41
Sight . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9
Sign language . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 54
SMS (Short Message Service) . . . . . . . . . . . . . . . . 6
Speech and language . . . . . . . . . . . . . . . . . . . . . . . 12
Staying safe online . . . . . . . . . . . . . . . . . . . . . . . . . . 42
Text messages . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6
Textphones . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 8
Tonecaller II . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5
Try Before You Buy centres . . . . . . . . . . . . . . . . . 35
Understanding and using technology . . . . . 16
Universal Credit . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 47
Unwanted calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 17
VAT . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 34
Inductive coupler . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5
Internet . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 39
55
Available in other formats including braille,
large print or audio CD. Please go to BT.com
or call 0800 800 150
Offices worldwide
© British Telecommunications plc 2015
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.
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