Hearing and
Communication

Emergency Video Relay (BSL 999)

Emergency Video Relay also referred to as 999 BSL is a new Emergency Video Relay service for Deaf British Sign Language users to contact the emergency services via a BSL interpreter.

This new service is Free of Charge to Zen customers and will allow the users of the service to dial 999 to make and receive calls to the Police, Ambulance, Fire or Coastguard through an app for Apple iOS and Android devices, or website as follows:

1. 999 BSL app for iOS (available to download from the Apple Store HERE)
2. 999 BSL app for Android (available to download from the Google Store HERE)
3. 999 BSL website at www.999bsl.co.uk

Once you have set up your device you will be able to make and receive 999 calls in seconds, and this service is available all year round 24/7, 365 days of the year.

• How do I set this up?
  There is an easy to follow, how to use 999 BSL step-by-step video tutorial instruction guide HERE.
• Who supports this service?
  This service is supported by 999 BSL. Zen technical support staff cannot assist in technical set up of this service.
• Can I call the service if I have a general question about how it works?
  No. You must only call the service if you have a real emergency. If you have questions about how the service works, please email info@999bsl.co.uk or visit the website at www.999bsl.co.uk

To find out more, please visit www.999bsl.co.uk or for a full list of frequently asked questions, click HERE.

Next generation text relay service

The Next Generation Text Service allows a customer who has restricted hearing and/or speech impairment to communicate with others through their telephone or textphone equipment or other devices such as PCs and tablets.

For full details of the service, and how to access it, go to https://www.relayuk.bt.com/ or contact the Next Generation Text Service Helpdesk as follows:

Phone:  0800 7311 888

Textphone and Relay UK app:  0800 500 888

The Helpdesk is open:

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 will never be charged more than what you would have been for the same call made without using it.

Those calls can also take longer than standard voice calls due to their nature and typing speed and we therefore apply a rebate to the text element of the calls.

Zen live chat

We offer a Live Chat service in most of our teams. You’ll find the links to use this service on our contact us page.

Free priority fault repair service

If you have a fault on your fixed line telephone or broadband service, which you rely on, then please ask about our free priority fault repair service.

We’ll prioritise your repair over standard care levels but there may be circumstances beyond our control that mean we cannot. For example, extreme weather conditions like floods or storms can delay or prevent our engineers carrying out repairs.

To find out if you are eligible for a Free Priority Fault Repair or to register for this service, please use the form below or visit our contact us page to choose an alternative method.

Third Party ‘Nominee’

Customers who need help to manage their account can nominate a friend or relative to be named on their account, without becoming liable for the bill.

This allows the named contact to deal with all aspects of the account on behalf of the customer.

To arrange this please use the form below or visit our contact us page to choose an alternative method.

Other charities and organisations that can provide useful information and support are available, here:

• World Health Organisation - https://www.who.int/health-topics/hearing-loss#tab=tab_1

• Action On Hearing Loss - https://actiononhearingloss.org.uk/

• ENT UK - https://www.entuk.org/hearing-and-deafness

• Global Accessibility Reporting Initiative (GARI) - https://www.gari.info/

• British Deaf Association - https://bda.org.uk/

• The Deaf Sign Charity Sign Health - https://signhealth.org.uk/