Accessibility

Large Print, Audio or Braille

If you have difficulty reading your bill, we can provide you with a choice of Braille or large print versions on request. You can also get other Ecotalk literature in a choice of alternative formats on request, including Braille, large print, audio tape and electronic text format. 

Text relay

What is text relay?

Text relay offers text-to-speech and speech-to-text translation services. A relay assistant in a call centre acts as an intermediary, enabling people with hearing or speech impairments to communicate with other people over the telephone. 

Ofcom approves text relay providers and has set out minimum standards for the service to ensure users have a good experience. We use BT, the first provider to have gained Ofcom's approval for its Next Generation Text Service. All other telephone companies currently give their customers access to BT's service.

How do I use text relay?

You can access text relay using a range of equipment including textphones, PCs, laptops and smartphones. 

However, you'll need an internet-connected device to benefit from all the improvements delivered by Next Generation Text Service (NGTS).

How do I call someone who is hearing-impaired or speech-impaired?

You don't need any special equipment. You can dial the number they have given you. If you've used text relay before the launch of NGTS you can dial the prefix 18002 before the telephone number in order to bring a relay assistant on to the call.

I'm hearing-impaired and/or or speech-impaired - how do I make a text relay call?

You can make a text-relay call by dialling 18001 followed by the telephone number of the person you’re calling by:

  • Using a text phone.
  • Using a smartphone or computer by using the free Next Generation Text app.

How much does it cost to make a text relay call?  

Relay calls are charged at the same rate as a standard telephone call. The exact cost depends on your package. If you have a package with inclusive calls or a call allowance, relay calls fall within this.  

Disabled users are also entitled to a special tariff to compensate them for the additional time taken by their relay calls. 

You'll also need an internet connection to fully benefit from the text relay service, e.g. fixed broadband/Wi-Fi, 3G or 4G. The NGTS app is designed to be very light on data consumption.

We are registering with 195 – a Free Directory Enquiries service for Disabled/Vulnerable users. If you'd like to use this service, then please contact us to check your eligibility. 

Important information

If you decide to use the Next Generation Text app with your smartphone, you have the option of linking up to 10 numbers with the app in order to use the text service with this. Currently, we’re are experiencing some difficulties with linking your Ecotalk number to the app – we’re working to fix this as soon as possible. Until then, you can still link other numbers (including your landline) to the app, so you can still use the service.

Emergency SMS

Customers who have difficulties hearing or are speech impaired and who need emergency assistance can send an SMS to 999 or the European emergency service, 112. The text will then be converted and passed to the appropriate emergency service. You will need to register your phone before using this service - see  www.emergencysms.org.uk  for more information on how to register.