Help Centre

Support for vulnerable customers and customers with accessibility needs

At NOW TV, we're committed to supporting customers with accessibility needs and to making our website and products easier for you to use.

Help with using our website

Pick an option below to find out how our website can accommodate you if you have any difficulties with seeing, hearing, movement or reading and spelling.

We've designed our website so that you can change its appearance by adjusting your browser settings. So, for example, you can:

  • make the text bigger
  • magnify your screen
  • make your mouse pointer easier to see
  • change colours to make text easier to read
  • change fonts to make text clearer.
You can also turn on settings to make your device read text to you out loud.

To find out how you can change our website to meet your needs, go to My Computer, My Way.

Our site's been designed to support people who have problems hearing sounds on their computer or device. This means you can do things such as:

  • Display captions on your smartphone
  • Connect your iPhone to your hearing aid
  • Turn on settings including visual notifications and Mono Audio on your iPhone
  • Display visual notifications on your computer.

To find out more about how to make these changes and more, go to My Computer, My Way.

We've designed our website so that you can still access it if you have difficulty using a keyboard or mouse. For example, you can:

  • use keyboard shortcuts to navigate around the web instead of your mouse
  • make your mouse easier to use, by slowing it down or making the pointer bigger
  • make your keyboard easier to use, by using FilterKeys or StickyKeys
  • use voice recognition software on your computer or smartphone.

To learn how you can change your settings to make navigation easier, go to My Computer, My Way.

If you find reading or spelling difficult, that needn't stop you using our website. It's been built so that by changing your browser settings, you can make it easier to use. For example, you can:

  • make text bigger on your computer or device
  • magnify your screen to make text easier to read
  • change fonts to make text clearer
  • hide distracting content on your iPhone or iPad
  • turn on settings to make your device read text to you out loud.

To find out more and start changing the way you use the web, go to My Computer, My Way.

 

How else can NOW TV support customers with accessibility requirements?

Choose an option to find out about some of the things we can do to help customers use NOW TV services more easily, and find out how to get in touch with our Accessibility Customer Service team below. 

We can send correspondence to visually impaired customers in a variety of alternative formats.

For example: contracts, terms and conditions, bills, welcome letters and notices of changes to your service or tariff can be provided in braille, audio CD, and large or easy-to-read print.

NOW Calls customers who are unable to use the Phonebook can dial 198 or 195 for help making calls.

You’ll need to register with BT to use the Special Assistance Operator. You can get in touch with them for free on 0800 587 0195 to ask for an application form. Your form will need to be countersigned by a medical professional.

There’s no charge for using the Special Assistance Operator. Calls will be charged at standard NOW Calls rates, depending on which NOW Calls package you have.

More info Call tariff guide - how much do calls cost?

If you connect to Directory Enquiries (DQ) via the Special Assistance Operator you’ll be charged the same as making the call direct to DQ.

We offer a special tariff for NOW Calls customers making text relay calls using 18001 and 18002 numbers.

These calls will cost you no more than the equivalent standard call to the same number. Check the NOW Calls tariff guide for more details.

You can also use the Next Generation Text service on your NOW TV Calls package, including the NGT Lite App.

Do you have a long-term hospital stay, or other accessibility requirements? If so, you can nominate a third party to deal with your NOW TV account. It’ll still be your account, but your nominee can speak to us on your behalf and sort out things like bills.

Alternatively, you can make a more formal arrangement – bear in mind we’ll need some documentation to do this.

Get in touch with our Accessibility Customer Service team for more info.

Get in touch

 

Get in touch with our Accessibility team

Want to talk about your accessibility requirements, or tell us about something we could do better?

 

 

How can NOW TV support vulnerable customers?

If, due to personal circumstances, you feel like you might need extra support with your NOW TV services, like managing your account or your payments, there’s lots we can do to help.

Choose an option below to find out more, and read our vulnerable customers policy here.

NOW TV has a range of support tools available for customers with specific accessibility needs, for example, those who may be elderly and need a little extra assistance. All of our support tools are set out on at the top of this page.

We offer a range of services such as alternative billing formats; including braille, large print and audio CD. There are also other ways of contacting us too, like British Sign Language via an interpreter or Text Phone. We’re also trained to support Power of Attorney accounts, all you have to do is let us know if you need any extra assistance and we will register your account with us. 

Our dedicated Accessibility team is here to help and give guidance if you need to get in touch.

We’ve also put together a list of advisory organisations that may be able to help if you need more support:

Age UK
www.ageuk.org.uk
0800 055 6112

Royal National Institute of Blind people
www.rnib.org.uk
0303 123 999

Independent age
www.independentage.org
0800 319 6789

British Deaf Association
https://bda.org.uk/
020 7697 4140

Mind
www.mind.org.uk
0300 1233 393

Dementia friends
www.dementiafriends.org.uk
0300 2225 855

At NOW TV, we’re here to help. Our specialist teams, highly trained staff and networks with third parties help us to support our customers. This includes those with specific accessibility needs or those who find themselves vulnerable in the short term. Importantly, we understand the need to consider each customer’s needs on a case-by-case basis, as an individual. 

If you need to get in touch, you can contact us online, by phone or using text relay. Find out how to get in touch with our specialist Accessibility team.

We’ll always try to do the right thing for our customers, and are constantly looking to improve. We do this by checking in with our customers and monitoring their experience when they get in touch with us. Where we can see room for improvement; we’ll make the necessary changes to ensure the service we provide is of the standard our customers expect. 

At NOW TV, we understand that managing a budget can be challenging. Often this is due to circumstances beyond your control, which may make it difficult to pay bills on time. If you’re finding it hard to manage your payments, it’s best to contact us as soon as possible to see how we can help. We can then set up payment reminders and give you a second chance to pay if you’re late. 

We recognise there are several reasons why you might fall into debt, many of which may be temporary such as unexpected costs or short term incapacity due to an injury, and this may not just affect your commitment to NOW TV. If you’re struggling with managing your finances beyond your NOW TV payments, here’s a list of organisations that give free advice and guidance to help you get back on track:

Step Change
www.stepchange.org
0800 138 1111

Money Advice Service
www.moneyadviceservice.org.uk 
 0800 138 7777

Pay plan
www.payplan.com
0808 250 0869

Citizens advice
www.citizensadvice.org.uk 
03444 111 444 (England) 
 03444 77 20 20 (Wales) 

National Debtline
www.nationaldebtline.co.uk
0808 808 4000

Citizens advice Scotland
www.cas.org.uk
03454 040 506 (Scotland)

Often, we see our customers turning to family or friends, or someone they trust to assist them, for support in managing their affairs. Whether you are supporting someone, or need some support, it’s a good idea to think and talk about these things sooner rather than later.

You may want to consider assigning a Power of Attorney (PoA), or getting in touch with a specialist support group such as Alzheimer’s Society, which offers specific help in that area. 

Whatever you need to do, we’re here to help and support. We’ve put together a list of advisory organisations that may be able to help you get the information you need:

Gov.uk
www.gov.uk/power-of-attorney

Alzheimer’s Society
www.alzheimers.org.uk
0300 222 1122

Independent Age
www.independentage.org
0800 3196 789

Money Advice service
www.moneyadviceservice.org.uk 
 0800 138 7777

Citizens advice
www.citizensadvice.org.uk 
03444 111 444 (England) 
03444 77 20 20 (Wales)

Citizens advice Scotland
www.cas.org.uk 
03454 040 506 (Scotland)

 

Can I watch NOW TV with subtitles?

We've added subtitles to selected shows and movies, and more will be on the way soon.

More info Can I watch NOW TV with subtitles?

Want to make a complaint?

You can make a complaint online, by phone or by post.

More infoHow do I make a complaint?

You can also get a copy of our Complaints Code of Practice  in braille, audio, regular, large or easy-to-read print by contacting our Accessibility customer service team.

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