Accessibility on iD Mobile.

Useful services for people with disabilities.

The following services are designed to make communication easier for our vulnerable customers with communication difficulties (such as difficulty hearing, difficulty speaking or a visual impairment), poor mental health, physical disability, a learning disability, low literacy, or anyone unable to take care of themselves.

We also understand that someone who has experienced recent bereavement, loss of income, accident or injury can be temporarily vulnerable.

Documents in accessible formats.

We can produce a copy of your bill in a format best for you, and this service is provided free of charge. This includes large font, braille and audio format. To access this service, please contact customer services for free on 7777 using your iD phone. Or, you can call 0333 003 7777 from a landline or another mobile (charges may vary).

Access to directory information.

We offer a free 195 directory enquiries phone service to our disabled customers calling UK numbers (international directory enquiries are not part of this service). To take advantage of this, please download and submit this registration form:

Free Directory Enquires - Registration Form

When your request has been successfully processed, we'll send you an SMS to let you know that you can start using our free 195 directory enquiries phone service.

When you use the service, you won't be charged for calling 195, and you can request multiple searches for UK residential and business listings.

If you ask the operator to connect you, please ignore the message saying you'll be charged a premium fee per minute plus the access charge. You won't be charged this fee. Instead, the call will come out of your monthly minutes, or be charged at the standard rate for your price plan.

Please note: calls to this service will show up on your bill as Non-Geographic Calls to number 195, at a cost of £0.00.

SMS access to emergency organisations.

If you need emergency assistance in the UK you can send an SMS to 999. The text will then be converted and passed to the appropriate emergency service.

Your phone will need to be registered to the service beforehand. To do this, simply text the word 'register' to 999. You should then receive a confirmation by SMS, telling you a little more about the service. For more details, visit www.emergencysms.org.uk

Please be aware that this service may not always be available. So until you get a reply to your emergency message, you should try using other ways to contact the emergency services such as dialling 18000 on a textphone, using the NGT Lite app (details below), or asking someone to dial 999 for you.

And don't forget that this service only works in the UK. So if you're abroad you'll need to try other ways of contacting the local emergency services. If you're in Europe, the number to call will be 112.

Text relay services

If you have hard of hearing, have a speech-impairment or deaf you can use Relay UK(*) services to connect by using the Relay UK app or a text phone.

To use this service, Download the Relay UK app for free from the Relay UK website.

Your Relay UK service options are;

  • Type and Read; if you can't hear and don't use your voice.
  • Speak and Read; if you can't hear but can use your voice.
  • Type and Hear; if you can hear but don't use their voice.
  • Speak and Hear; if you have some hearing and use your voice.

There are lots of different ways of using relay UK Services. You can use your mobile phone, textphone or landline for the voice part of your conversation, and another device like a PC, laptop or tablet to view the text. Or you can do it all on your smartphone just as long as it lets you use the internet and make phone calls at the same time. For more information about how to use the services and to download Relay UK App please visit the Relay UK website.

To make a call, enter 18001(**) - followed by the full phone number including dialling code.

Relay Assistant will then assist you by converting your conversation to your required service option.

Emergency Calls and SMS by using Relay services

When contacting the emergency services, dial 18000 instead of the normal 18001 through the app or from a textphone. You will connect to 999 and a relay assistant. Tell them which emergency service you need, and operator will then connect you to the right emergency service.

You can also send SMS text message to the UK 999 emergency service. However, to use this service you must register your phone. To see details for how to set up emergency SMS please visit https://www.relayuk.bt.com/how-to-use-relay-uk/contact-999-using-relay-uk.html.

You can also make calls to international numbers from the UK. To do this, just dial 18000 followed by the full international number starting with 00. But please remember - relay assistants only speak English, so they won't be able to translate anything for you.

Standard UK calls made through Relay UK are free, and non-standard UK calls will be charged as per our standard rates.

(*) Formally known as Next Generation Text Services.

(**) If you’re using a smartphone with the Relay UK app, 18001 is automatically included before the number you want to dial.

Third party bill management.

You can choose a third party (a trusted friend or family member) to manage your bills and payments. To do this, download and submit this registration form:

Third Party Bill Management - Nomination Form

We'll aim to process your request within 5 working days of receiving it.

Your nominated third party will be sent your bill by post each month, and they'll be given the option of setting up a Direct Debit, or make a manual payment.

Specialised phones.

We range a number of phones that are ideal for vulnerable users. These phones, manufactured by Doro, have large physical keys for easy dialling and texting, and built-in assistance buttons. Some of them are also hearing aid compatible.

You can purchase a specialised Doro phone online at idmobile.co.uk. If you'd like to view the phone and get a feel for it before you buy, pop into your nearest Carphone Warehouse store and ask a member of staff for assistance.

Our Policy.

At iD Mobile, we truly believe that our products and services are for everyone, as set out in our policy for vulnerable customers.

Vulnerable customer policy