Supporting our vulnerable customers.

We know that vulnerability isn’t always obvious, and we’ve trained our team to look out for those who may benefit from our additional services.

Vulnerabilities can be short or long term. Examples of things that might make a customer vulnerable can include:

  • Age
  • Disability (physical or learning)
  • Illness (physical or mental)
  • Low literacy
  • Communication difficulties
  • A change in circumstances, such as a bereavement
  • Financial difficulties

If you consider yourself a vulnerable customer, you have accessibility needs or you have recently had a change in your circumstances, please don’t hesitate to get in touch and contact us so that we can let you know how we can support you.

We also encourage you to let us know if you don’t have a mobile phone or if you rely on your landline or internet connection to make voice calls.

  1. A house connected with G.Network Essential Fibre

    G.Network supports for those in receipt of certain state benefits.

    If you're eligible for or in receipt of certain state benefits, you may qualify for our Essential Fibre Tariff.

How can we help you?

Billing and account management

If you need help with managing your account or bills, you can register someone (e.g. a trusted friend, relative or carer) to:

    • Pay bills on your behalf
    • Receive copies of your bills
    • Speak to us about your account and be the person we contact if a bill has not been paid

You will not be charged for nominating someone to help with managing your account or bills.

Note: Nominees have no rights to modify your account or terminate your contract.

Contact our Customer Service Team to find out more about nominating someone to help with your account or bills.


Support when dealing with faults

We understand that your internet service is very important to you, especially if you rely on it for your health or mobility. We operate a Priority Fault Repairs Scheme, where we prioritise faults affecting our vulnerable customers free of charge if they have a genuine need for an urgent repair.

Contact Technical Support to report a fault, or let our agent know if you need to use our Priority Fault Repair Scheme.


Providing communications in a format that works for you

If you have a disability or medical condition that makes it difficult for you to read letters and other materials we send to you about your service, we can provide them in a format that is suitable to meet your requirements (such as in braille, in large print or on coloured paper).

Contact our Customer Service Team for more information. 


Battery Backup for Residential VOIP (telephone) customers

Our residential VOIP (telephone) service relies on the broadband connection to make and receive calls. This means if there is a power cut, and the broadband is down, customers will not be able to make and receive calls including contacting emergency services. 

We provide a battery back-up unit (BBU) that can provide at least a 1-hour supply of power to keep your broadband connection up and enable calls. However, this will only work for corded phones. DECT cordless phones won’t work during a power failure and the BBU can’t provide power to them.

Battery back-up units are provided free of charge to customers who are dependent on their VOIP (telephone) service and/or don’t have another way of contacting emergency services.

These could either be vulnerable customers or customers without a mobile device or poor mobile reception at home.

Battery back-up units are also available for a one-off charge to other customers.

Contact our Customer Service Team if you would like further information.

Get in touch.

For Customer Service select "Option 1". Lines are open 8.45am to 5.30pm Monday to Friday. For Technical Support select "Option 2". Lines are open 8am to 11pm Monday to Friday, and 8am to 6pm Saturday and Sunday.

Call or Email
0203 909 4555

Speak to one of our London based experts about your needs.

Free services that we support: 

Free Directory Enquiries: 195 Service 

If you’re unable to access the telephone directory because of sight loss or another disability, you can register to use the free 195 directory enquiry service.

You do not need to be a BT customer to access the service, but you do need to register by calling BT for free to request an application form. In addition to entering details about yourself, you will need a medical professional (such as a doctor, nurse or other medical practitioner) to counter-sign the form before returning it.

You will then receive a PIN which you’ll use whenever you dial the 195 service. With your PIN, it’ll be free for you to contact the operator, but you will be charged for any calls made through the service after speaking to the operator. Contact your phoneline provider to check their rates. 

Call BT for free to request a form at 0800 587 0195.

Note: You cannot access the directory service unless you are registered with BT.

  • Text Relay Service

    Text relay offers text-to-speech and speech-to-text translation services, provided by Relay UK. The service lets deaf, hard of hearing, and speech impaired people call friends, family and businesses. You can communicate with anyone over the phone using the national relay service, the Relay UK app or Relay UK via your Minicom or Uniphone.

  • Video Relay for contacting the emergency services

    We offer a free emergency video relay service to British Sign Language users, provided by 999bsl so you can easily communicate with the emergency services. You can contact the emergency service by downloading the app or accessing the 999bsl website

What records do we keep?

Once you’ve told us that you have a disability or require additional support, we will make a note in our records that you are a vulnerable customer. This will help our team to support you better next time you contact us. If you’d like details about how we process your personal information, please take a look at our Privacy Notice.


Monitoring and evaluating our policies

It’s important that our accessibility policies, procedures and services provide the right support for you. We regularly monitor and evaluate the impact and effectiveness of our accessibility services, including by reviewing our Trust Pilot, and social media content, carrying annual review of this policy, training our agents regularly.