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Mobility
Sometimes our physical mobility can be restrictive through injury, ill health or simply getting older.
Whatever the reason, there may be times when we ask a customer to do something that they find difficult. For example, before we can raise a fault to our supplier our technical support staff might ask you to go to your master socket (this is the main socket that your connection comes into your from) that your broadband router connects to and do some tests.
These sockets are often low down near a skirting board, which might be either awkward or just not possible for you to get down to access.
We can help you with this (see our priority fault service below) or talk to one of our technical support team members who will be happy to advise you.
Help and support we can provide
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.
Free directory enquiries
If you are blind, partially sighted, or maybe holding a telephone directory is difficult, you may find the 195 service is useful.
You need to register with the service by completing a simple application form, this can be obtained by ringing: 0800 587 0195. and asking to be sent a form, this will ask for a few details about yourself and ask you to have the form countersigned by someone who knows you like a doctor, nurse or other medical practitioner.
Once approved, you can use the service Free of Charge by dialling 195 where an operator answering your call will look up the number for you. If you decide you want the operator to connect you to that number, you will pay for the call you make according to the call package charges that you have with Zen.
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:
Global Accessibility Reporting Initiative (GARI) - https://www.gari.info/
SCOPE - https://www.scope.org.uk/
Disability Rights UK - https://www.disabilityrightsuk.org/
Get in touch
All of our information is listed on our contact us page below.
You can read more about our approach to recognising and supporting customers
who need more support in our vulnerability policy.
