Outgoing call control – home phone

Dementia is one of the toughest challenges we face in society today.

It's a challenge BT does not shy away from. We're determined to support people living in the community with conditions across the mental health spectrum, including dementia, learning difficulties and Obsessive Compulsive Disorders (OCD).

Controlling outgoing calls

We’ve supported thousands of customers who’ve found themselves in difficult situations caused by living with mental health conditions. One thing we’ve learned is the sooner family, friends or carers get in touch with us about the situation, the better.

Because then we can talk about the options of Network Controlled Calling or 123 & 118 call barring and start making life easier for your loved one.

Please don’t wait until it’s too late – and let the bills and worries rack up.

As soon as you notice someone making lots of repeat calls or dialling premium rate numbers constantly – download the ‘Supporting vulnerable customers’ booklet (follow the link on the right).

When you’re ready to order any of these services get in touch on 0800 919 591 (8am to 5pm Monday to Friday) or email ncc.g@bt.com.

Network Controlled Calling (NCC)

We’ll work with you to agree a list of up to 10 UK numbers that can be called from the customer’s landline. Choose your numbers carefully, as you can only change them once very six months. Most people choose to limit calls to immediate family members, carers or the doctors.

We then restrict calls made from that line so you can only call those numbers, the emergency services (999 and 112), and our fault repair service (151).

Incoming calls carry on an normal.

NCC might not be the best option for you if you’re going to need to call more than 10 numbers, or if you’ll need to change them a lot.

Download NCC customer testimonial - PDF [71 KB]

123 and 118 call barring

Another way of limiting unnecessary call charges is to bar calls to all numbers with 123 or 118 prefixes.

That covers the Speaking Clock and Directory Enquiries Services, which some people with dementia or an OCD tend to call repeatedly.

If you’re interested call us on 0800 919 591 (8am to 5pm Mondays to Fridays) or email ncc.g@bt.com.

Or you could get phones like the BT8600 Advanced Call Blocker. It, as well as a range of our phones, can block outgoing calls to certain numbers or number types

Find out more about our phones at Choose the right phone.

Call barring

Call barring helps you control the types of calls people can make from your phone. It’s included with BT Basic but you can also add it to any other BT calling package easily.

There is a charge for Call Barring, you can find out more on our Call barring help page

Dealing with Dementia

It’s vital that people with dementia are involved and included in their communities and enabled to continue doing the everyday things many of us take for granted – like shopping, banking and visiting the pharmacy.

Businesses and organisations have a critical role in helping achieve this, by ensuring customers affected by dementia are well supported.

Becoming a dementia-friendly organisation is not just a socially responsible step – it has clear business benefits. Which is why leading dementia charity Alzheimer’s Society has launched the Dementia Friendly Business Guide with partners British Gas, Sainsburys, Heathrow, Lloyds Banking Group, Barclays, BT, Zurich, Celesio, East of England Coop, and Coutts.

The guide will outline how businesses across the country can unite in their commitment to becoming dementia friendly, so that the 850,000 people living with dementia in the UK feel supported and included in their communities.


Supporting vulnerable customers guide


Supporting vulnerable customers guide

For customers who might need extra help with communications.

The guide is especially useful for people affected by conditions like dementia, short-term memory loss, learning difficulties or an obsessive compulsive disorder (OCD).

Dementia-friendly business guide


Dementia-friendly business guide

Toolkit on becoming a dementia-friendly organisation

Power of Attorney
Accessing & sharing information

Acting on behalf of a person with dementia

The law in this area can be complex.

This publication supports people affected by dementia to understand their rights, It has been put together by the Alzheimer's Society with the help of various businesses including BT.

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.