Hearing & Communication Policy
Hearing loss can affect individuals of any age and may occur for various reasons, such as aging, genetics, exposure to noise, or conditions like meningitis.
At Bentley Telecom, we recognize that communicating with hearing loss can be challenging, and we want to ensure that this is not a barrier to contacting us when you need assistance.
Help and Support We Can Provide
Emergency Video Relay (BSL 999)
Emergency Video Relay, also known as 999 BSL, is a service that enables Deaf British Sign Language (BSL) users to contact emergency services via a BSL interpreter.
This service is free of charge for Bentley Telecom customers and allows users to call 999 and communicate with emergency services (Police, Ambulance, Fire, or Coastguard) through an app on Apple iOS and Android devices or the website:
999 BSL app for iOS (available for download from the Apple Store HERE)
999 BSL app for Android (available for download from the Google Store HERE)
999 BSL website at www.999bsl.co.uk
Once the app is set up, you will be able to make and receive 999 calls instantly, available 24/7, 365 days a year.
How do I set this up?
You can follow the easy step-by-step video tutorial for setting up 999 BSL HERE.
Who supports this service?
This service is provided and supported by 999 BSL. Our technical support staff cannot assist with the technical setup of this service.
Can I call the service for general questions?
No. The 999 BSL service should only be used in emergencies. For general inquiries about the service, please email info@999bsl.co.uk or visit the website at www.999bsl.co.uk.
To learn more or view frequently asked questions, please visit www.999bsl.co.uk.
Next Generation Text Relay Service
The Next Generation Text Service allows customers with hearing and/or speech impairments to communicate using text via telephone, textphone, or other devices like PCs and tablets.
For full details and access to the service, visit https://www.relayuk.bt.com/ or contact the Next Generation Text Service Helpdesk:
Phone: 0800 7311 888
Textphone and Relay UK app: 0800 500 888
Helpdesk Hours:
Monday to Friday: 9am–8pm
Saturday: 9am–6pm
Sunday: 9am–1pm
Public holidays: 9am–5pm (Closed Christmas Day)
Calls made using the Next Generation Text Service are charged at the same rate as regular calls, though they may take longer due to typing speed. A rebate is applied to the text element of these calls.
Bentley Telecom Live Chat
We offer a live chat service for most of our teams. You can find links to use this service on all of our web pages.
Priority Fault Repair Service
If you experience a fault with your broadband service, and you rely on it, you may be eligible for our priority fault repair service.
We will prioritize your repair over standard service levels, although certain circumstances, like extreme weather, may delay repairs.
Once confirmed, you’ll receive priority repair services when reporting a fault, even if you haven’t registered in advance.
Third-Party Nominee
If you need help managing your account, you can nominate a friend or family member to be listed on your account without taking responsibility for the bill. This allows the nominated person to manage all aspects of your account on your behalf.
To arrange this, please use the form below or visit our Contact Us page.
Additional Resources
The following organizations offer valuable support and information for hearing loss:
Get in Touch
If you would like to talk to us about how we can assist you, please get in touch via email or phone. Our full contact details are listed on our Contact Us page.
You can also learn more about our approach to supporting customers who need extra assistance in our Vulnerability Policy.