Support for vulnerable members or those with accessibility needs
At NOW, we're committed to supporting our members 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.
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 support members with accessibility requirements?
Choose an option to find out about some of the things we can do to help our members use NOW more easily, and find out how to get in touch with our Accessibility Customer Service team below.
We can send correspondence to visually impaired members 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.
Broadband and 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. 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.
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 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 Membership and 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.
999 BSL is a completely free of charge service which allows you to contact the Police, Ambulance, Fire Brigade and Coastguard emergency services using BSL, 24 hours a day, 7 days a week. This service has been set up so that no deaf person will be excluded when they need to make an emergency call, therefore saving lives.
What is 999 BSL?
999 BSL is a service that connects you to BSL Interpreters remotely through an app or a web-based platform, who then will relay the conversation with the call handler and emergency authorities.
When to use the 999 BSL service
The 999 BSL service is for emergency situations only. For example, if someone is seriously injured; if lives are at risk; in danger of harm; a serious offence is in progress, or has just been committed.
For less urgent situations, please use Police 101 (wherever possible) and NHS111 through SignVideo.
Setting up EVR
There are two ways to reach the emergency authorities through 999 BSL service.
- Download the new dedicated 999 BSL app from the Apple or Google store
- Visit www.999bsl.co.uk
You can then make a video call from the app or website once you've provided consent for your camera and microphone to be used.
How to make a 999 BSL call
There are four very simple steps:
- Open the app (you'll need to download it first), or visit the website
- Press the red button: 'Call 999 BSL now’
- Connect to an interpreter, who will appear on the screen
- The BSL interpreter will then call the 999 operator via landline and will relay the conversation.
Any calls made via the service do not use your mobile or broadband data and are completely anonymous.
For more information on the EVR service, check out the videos on the 999 BSL website.
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 support vulnerable members?
If, due to personal circumstances, you feel like you might need extra support with your NOW Membership, 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 has a range of support tools available for members 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.
- Alternative ways of contacting, including British Sign Language via an interpreter or Text Phone.
- Support for Power of Attorney accounts – just let us know if you need any extra assistance and we'll register your account with us.
- A priority fault repair service for registered Accessibility members with NOW Broadband & Calls, who have a genuine need for an urgent repair.
Our dedicated Accessibility team s here to help and give guidance if you need to get in touch.
At NOW, we’re here to help. Our specialist teams, highly trained staff and networks with third parties help us to support our members. 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 of our member’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 members, and are constantly looking to improve. We do this by checking in with our members 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 members expect.
At NOW, 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. If you’re struggling with managing your finances beyond your NOW payments, here’s a list of organisations that give free advice and guidance to help you get back on track:
Often, we see our members 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.
Can I watch NOW with subtitles?
Many of our shows and movies now have subtitles available, with more being added every day.
More info Can I watch NOW with subtitles?
Can I watch any shows with BSL (British Sign Language)?
BSL Zone offers over 100 shows specifically for members of the Deaf community, featuring unique content including children's shows, comedy and drama.
Is audio description available on NOW?
Audio description currently isn't available for shows or movies with any NOW Membership.
Got a NOW Smart Stick or Box? You can listen to audio description on apps including Netflix and BBC iPlayer.
Bear in mindAlthough AD is available on some catch-up apps on the NOW Smart Stick and Box, this feature isn’t supplied by NOW and we can’t guarantee that all shows will have AD available.
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.