Vulnerable customers

We recognise that some customers need extra care when buying and using communications services.

Tell us. You can ask us to record a vulnerability flag on your account. We will note how you prefer to be contacted and any support you need.

What changes. Automated payment restriction and suspension are reviewed before they run for flagged accounts. We will try to contact you in a way that works for you.

Accessibility. This site is built to work with assistive technology. If something blocks you from signing up or managing your service, email [email protected] and we will help another way.

This policy will be kept under review and published in the Ofcom-required form for consumer customers at launch.