Other useful services

We've got a range of different services to help you manage your calls, texts and bills. You can find all the info you'll need on them here.

More services to think about

This section is where you’ll find details about other services you might find useful. Just click any of the headings below to go straight to the details on that service.

Protected Services Scheme

If you’re going through exceptional circumstances, like being in hospital for a long time, you might accidentally forget to pay your bill. We offer a free scheme that protects you if that happens. You can choose a relative or friend for us to talk to about how to keep your phone connected.

You can find out more in our booklet about the Protected Services Scheme. Or call 0800 800 150 to get an application form.

You can also pay your bills by Direct Debit or Monthly Payment Plan. So you’ll never need to worry about missing a bill.

Free Priority Fault Repair Scheme

If you have it, we’ll give you priority by dealing with your faults as soon as we can, every day of the year including Christmas Day.

Who can apply?

You can apply to get it if there’s someone at risk in your household. But there are a few conditions to the service.

  • You’ll need to rent your line from BT
  • you, or someone who lives with you, will need to be registered as ‘chronically sick and disabled’ by your local authority social services under the Chronically Sick & Disabled Persons Act (CSDPA) 1970.

NOTE: The Chronically Sick & Disabled Persons Act (CSDPA) 1970 now only applies to children in England


  • you’re incapacitated and housebound because of a chronic long-term illness or disability, which stops you leaving the house without help (for example, if you’re on the National Organ Transplant waiting list).  

We can't give you the scheme if:

  • you get your line through another service provider
  • you've got a BT line and you live in warden-controlled premises, a residential nursing home, care home or similar
  • Your line is used for alarm monitoring stations, control rooms or any other types of alarm lines or installations  

For more information, download our Free Priority Fault Repair Scheme guide

How to apply

Fill out the application form that comes with the booklet on the Free Priority Fault Repair Scheme. To get it, call 0800 800 150

Free 195 Directory Enquiries

If you need support to use a phone or directory because of a visual impairment or disability, you can apply for our free 195 Directory Enquires service. We can connect you to the number you want faster than ever. Any calls you get connected to using the directory will be included in BT’s call packages, though mobile and other providers’ charges might vary.

To register, call 0800 587 0195 between 09:00 – 16:30 Monday – Friday or simplyclick here to fill up our application form. Your form will also need to be signed by a medical professional who knows you (your doctor, nurse or other medical practitioner).

Once you’re registered, just dial 195. We’re here to help, 24/7.

Next Generation Text

If you struggle to hear or speak on the phone, the Next Generation Text (NGT) Service and NGT App could be for you.

If you have trouble hearing on the phone, a relay assistant will type what the other person is saying, so that you can read their words. And if you have difficulty speaking on the phone, the assistant will speak the words you type, so the other person can hear your words in real time.

The free NGT App works with smartphones, tablets, laptops and PCs, so you can use NGT wherever you have an internet connection. You can also use a textphone for NGT (like the old text relay service). Find out more on the NGT website


Documents & downloads

Network Controlled Calling: Putting you back in control

Network Controlled Calling can help stop customers causing a nuisance and running up unnecessary call charges, by limiting the numbers that can be called from a home phone line.

Protected Services Scheme

We offer a free scheme to protect you if you can't or don't pay your phone bill because of exceptional circumstances, like being in hospital.

Communication Choices: Free Priority Fault Repair scheme

Under this scheme, we give you priority over standard care levels by dealing with faults as soon as we can, every day of the year – including Christmas Day.

We're here to help

Go to our Help and support section for tips and advice on making this site easier to use, using our services, understanding impairments, and contacting us. To get in touch right now, use the Email, Chat or BSL links.